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Massive Disruption at Paddington - Very Badly Handled Yet Again
On 5 Apr, 14:32, Chris wrote:
On 5 Apr, 10:51, bob wrote: The problem is the railways are not following a "keep calm, carry on" approach, they are following a "pack up and go home" approach, leaving passengers stranded. *There should be contingency plans for how to deal with the closure of key points on the network, ready to act on with half an hour's notice. *It should be clear to management within half an hour whether the situation is a "open again in a few minutes" or "closed for the rest of the evening" situation. Don't agree. A suicide could be cleared up in 30 minutes, it could take five hours (if the train couldn't be moved, for example), or any time in-between.....they DO NOT know until the BTP give NR the clearance - then they can start guesstimating. But the BTP, rightly in my view - sorry - refuse to guesstimate saying it'll take as long as it takes. Your dealing with an horrific death here, not a broken down train. *For management to just sit on that information and neither pass it on, nor advise passengers (who may have train-specific non flexible tickets) how to go about getting home, nor give them advice on alternative routes that are available, is bad management. *Just sticking a "we're really sorry, your train is cancelled" message on the information display is not a contingency plan, and it's not keeping calm and carrying on. Yes, it is. The real problem is Joe Public's complete lack of patience these days. Previously, they'd work it out for themselves that the likely delay is a couple of hours, do I want to try a different route or shall I wait - but with the advent of e-everything, they expect instantaneous answers. Well, in this case, someone's life comes before someone's trip home. BTW - THIS PERSON LIVED LAST NIGHT...... Indeed, they did. THe only complaint I see that sticks here is that there weren't sufficient staff available. Don't forget this station is operated by Network Rail, so FGW don't have info staff available, just ops.... |
Massive Disruption at Paddington - Very Badly Handled Yet Again
"SB" wrote in message ... Sadly there was yet another person hit by a train at Southall on Monday evening (yesterday). http://www.firstgreatwestern.info/co...c=669.msg87663 This is very sad - but why so many at Southall anyway? It does seem to be a regular occurance. Anyway you would have thought that First Great Western might have had a contingency plan for such occurrences by now. Meanwhile the northbound M11 was closed for 15 hours after an accident. http://www.bbc.co.uk/news/uk-england-essex-12968479 I don't know how long it took to release vehicles trapped behind the accident. No doubt many passengers missed planes at Stansted. Peter |
Massive Disruption at Paddington - Very Badly Handled Yet Again
On Tue, 5 Apr 2011 14:22:31 +0100
Chris Tolley (ukonline really) wrote: They may not even understand the language. How on earth do you suppose They could always try learning it. Just a thought... B2003 |
Massive Disruption at Paddington - Very Badly Handled Yet Again
On Tue, 5 Apr 2011 14:42:54 +0100
"Peter Masson" wrote: Meanwhile the northbound M11 was closed for 15 hours after an accident. http://www.bbc.co.uk/news/uk-england-essex-12968479 I don't know how long it took to release vehicles trapped behind the accident. No doubt many passengers missed planes at Stansted. Apart from the inconvenience, lost business, pollution and a host of other problems it causes, thats a number of police tied up for 15 hours, and for what? So they can apportion blame, thats what. They're so desperate to nick somebody they engage in this farcical behaviour. Its time the home office stepped in and gave the chief constables a good slapping. B2003 |
Massive Disruption at Paddington - Very Badly Handled Yet Again
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Massive Disruption at Paddington - Very Badly Handled Yet Again
On Apr 5, 3:32*pm, Chris wrote:
On 5 Apr, 10:51, bob wrote: The problem is the railways are not following a "keep calm, carry on" approach, they are following a "pack up and go home" approach, leaving passengers stranded. *There should be contingency plans for how to deal with the closure of key points on the network, ready to act on with half an hour's notice. *It should be clear to management within half an hour whether the situation is a "open again in a few minutes" or "closed for the rest of the evening" situation. Don't agree. A suicide could be cleared up in 30 minutes, it could take five hours (if the train couldn't be moved, for example), or any time in-between.....they DO NOT know until the BTP give NR the clearance - then they can start guesstimating. But the BTP, rightly in my view - sorry - refuse to guesstimate saying it'll take as long as it takes. Evidence would suggest that the disruption resulting from such an event will last for several hours. In the case of an evening disruption, it will likely persist until the end of services that day. THIS SHUOLD BE IN THE CONTINGENCY PLAN. Along with contacts at management of alternative routes, phone numbers for getting in coaches to bypass the closed section of line, instructions for posting this information on the display boards at Paddington, the phone number of the guy at Paddington who can make announcements over the PA system, and the phone numbers of people who need to get to Paddington to help stranded passengers. Your dealing with an horrific death here, not a broken down train. In terms of giving passengers information, adivce on alternative routes, and getting them past a closed line, it is irrelevant whether the line is closed because of a suicide, a collapsed viaduct or some gas bottles in a building fire. The effect on the passengers is the same, and the solution is the same. *For management to just sit on that information and neither pass it on, nor advise passengers (who may have train-specific non flexible tickets) how to go about getting home, nor give them advice on alternative routes that are available, is bad management. *Just sticking a "we're really sorry, your train is cancelled" message on the information display is not a contingency plan, and it's not keeping calm and carrying on. Yes, it is. The real problem is Joe Public's complete lack of patience these days. Previously, they'd work it out for themselves that the likely delay is a couple of hours, do I want to try a different route or shall I wait - but with the advent of e-everything, they expect instantaneous answers. The problem is the lack of customer service. Passengers are sold train-specific tickets with £100+ penalties for using the wrong train. Passengers may not know what alternative options might be available. Passengers might hope that the problem can be resolved reasonably quickly [1]. The railway company has the ability to arrange to have train specific tickets honoured on alternative routes (eg Waterloo-Reading, Waterloo-Exeter). The railway company knows what alternative routes exist. The railway has a reasonable estimate of how long the disruption is likely to last. There are several automated information distribution systems at Paddington that could provide this kind of information that were not used, and no attempt was made to inform the pitifully few staff on the ground of the information that passengers might want to know. [1] Lots of times when I was based in Cambridge, when I'd turn up at King's Cross to find some kind of problem on the next Cambridge train, I would have no idea whether it was a problem with this particular train, and I should wait for the next one, or if the whole ECML was screwed (eg wires down at Stevenage), and I should go to Liverpool Street. As someone who knows a bit about the railways, I could usually figure out, but on those occasions when going to Liverpool Street was the right solution, the lack of other people doing the same thing indicated that I was in a small minority. Well, in this case, someone's life comes before someone's trip home. But on a competently run railway, there should not be this either/or choice. The situation at Southall can be resolved, and passengers can get home on alternative routes, or by bus/coach. That this did not happen is due to bad management. BTW - THIS PERSON LIVED LASST NIGHT...... BUT YOU SAID IT WAS AN HORRIFIC DEATH |
Massive Disruption at Paddington - Very Badly Handled Yet Again
On Apr 5, 3:32*pm, Chris wrote:
Well, in this case, someone's life comes before someone's trip home. Emotive nonsense; staff at the station might be dealing with a broken rail, or an OHLE failure, or a complete signalling breakdown, or any one of a number of things. The cause is largely irrelevant to the provision of effective passenger information, which is the issue. As I said, they may not be able to say when it will end, though presumably there are degrees of this sort of thing and the BTP might be able to give an idea between 2 hours and "not until tomorrow" - in the former case you probably won't need buses, in the latter you probably will. Staff at the station are not dealing with the deceased, that's the BTP's job. Staff at the station are dealing with severe disruption, the reason for which is in many ways irrelevant. Neil |
Massive Disruption at Paddington - Very Badly Handled Yet Again
On Apr 5, 4:23*pm, bob wrote:
[1] Lots of times when I was based in Cambridge, when I'd turn up at King's Cross to find some kind of problem on the next Cambridge train, I would have no idea whether it was a problem with this particular train, and I should wait for the next one, or if the whole ECML was screwed (eg wires down at Stevenage), and I should go to Liverpool Street. * Try dealing with that when travelling by air, when airlines will pretty much point blank refuse to tell you what is actually going on. "Late arrival of the inbound aircraft" is not a helpful piece of information, and it may as well not be given. But why not give a useful piece of information that passengers can use to work out how long it's likely to be? A couple of months ago I spent about 3 hours standing at a gate at Geneva airport as the delay minutes went up by 20 minutes every 20 minutes. This is silly; I could have gone to a restaurant and eaten had they told me the aircraft hadn't even left Luton yet - that would give a minimum of an hour and a half. But nobody knew or was willing to say. Neil |
Massive Disruption at Paddington - Very Badly Handled Yet Again
On 5 Apr., 15:32, Chris wrote:
Yes, it is. The real problem is Joe Public's complete lack of patience these days. Previously, they'd work it out for themselves that the likely delay is a couple of hours, do I want to try a different route or shall I wait - Interesting point. I wonder, wether the staff at Waterloo would be aware of what was going on and letting Reading passengers onto the corresponding train for example? In the past it would have taken one phone call from Paddington to Waterloo to set that up, but do the railways still think like that? |
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