Declaration of interest: I was a guest of Modern Railways at this 4th Friday Club meeting
I was lucky enough to be at September's 4th Friday Club lunch to hear Adrian Shooter give a valedictory speech on his time as a railwayman. Now, I am not a journalist and didn't take notes at the time so the following reportage is very much my impressions and interpretations of what he said. (The full text of Adrian's address can be found in the November 2011 issue of Modern Railways)
Adrian's speech was really a lesson in railway history and in what the present day companies can learn from the almost 200 years of railway development in the UK. Starting by claiming George Stephenson as a forebear (on his mother's side), his first point was that by the 1860s almost all of the core network of rail routes in this country had been laid down and that, by and large, they served traffic flows to and from London. (later on in his speech, he praised Beeching for wanting to par back the railways to this core network). Naturally, I wonder if he was being post-ironic in this assertion as of course a key element of the Chiltern Railways route was not laid down until the first decade of the last century - 40 years later than the 1860s 'core' point...
Moving onto the war years, First and Second, he drew out the obvious point that once politicians and civil servants get involved in a business, they are loath not to continue to meddle in that business... he also bemoaned the fact that no government was prepared to give the Railways a 'fair deal' in terms of regulation and tariffs despite the fact that the (road) competion was unfettered.
Post Second World War, he dismissed Nationalisation as being politically motivated, and the 1955 Rail Modernisation plan as a shambles. As noted above, he loved the Beeching Report, not only for the paring back but also for the vision of how the railways could be (container trains, inter-city etc). Indeed, it was the Beeching Report which inspired him to join the railways as a career.
As an engineer, he clearly has a soft spot for the (LMS) Derby engineers from whom he seems to have learnt much. Also praised were British Rail Chairmen Sir Peter Parker and Sir Bob Reid, the latter especially lauded for letting his Sector Managers get on with it prior to privatisation...
Ah yes, privatisation: John Major was given credit for the vision of the privatised railway (something that famously even Mrs T. couldn't face doing) but 'bottled out' (my phrase) of the correct implementation. The Bill itself was a hodge-podge of inserts from interested parties which could have been made to work if the BR Board had engaged in the process. As it turned out, Adrian proved to be one of the drafters of the legalisation along with other senior BR managers working in cahoots with the Dept. of Transport's civil servants....
The story of M40 Trains and Chiltern Railways is well covered in Hugh Jones' book (The Chiltern Railways Story). What I hadn't realised fully was the risk that Adrian and his fellow-directors took with their own money when the 22 year franchise was offered by Sir Alistair Morton of the SRA. No wonder he has been so passionate about making Chiltern work.
Skipping to the present day, it seems clear that he has little time for those who do not add 'net value' to the railways (fill in your own blanks), and that he has an especial dislike of the lawyers used by civil servants to cover their backsides...
Finally, he ended with this pithy summary of the McNulty Report. The accountant in McNulty discovered that Railways have largely fixed costs. Passenger usage has almost doubled therefore unit costs should have halved... oh s**t. The conclusion that this led McNulty to has mysteriously not seen the light of day!
Passionate, opinionated, involved - will we see his like again in the modern rail industry?
Saturday, 29 October 2011
Tuesday, 25 October 2011
LondonMidland's Great Escape: good value but too successful (part 2)?
LondonMidland's Great Escape promotion has interesting set of restrictions out of Euston Monday to Friday. Basically, First Class is not restricted, whilst Standard Class can travel between 4pm and 7pm by buying an additional £5 easement before the journey back...
As it happened, I was joining the 1913 departure from Euston's Platform 17. This is an 8-car Desiro formation, the front four carriages of which go forward from Northampton to Birmingham - a fact that was clearly marked on each of the two 4-car sets. The timing of this service is good (2 hours 3 minutes), making it almost as fast as the equivalent Chiltern service. However, just as Chiltern are finding it difficult to manage off-peak demand back from Marylebone, so LondonMidland have produced a combination of circumstances which meant the train was completely full and standing when I arrived to join it 5 minutes before departure.
The situation was exacerbated by a lack of revenue control, and the non-appearance of the train manager whose only contribution was to urge passengers to move down the already full train in the hope of finding a seat. Clearly an own goal by LondonMidland who risk alienating their First Class commuters in the pursuit of the family off-peak market (it subsequently transpired that one family in the Birmingham First Class compartment were travelling on Standard Class Great Escape tickets, but it would take a brave train manager to ask a mother to make her children stand...).
Fortunately from my point of view I was able to get a First Class seat after the Leighton Buzzard stop, and, I have to say, that it is perfectly possible to work on a laptop in the airline style seats (at least there are power points). First Class remained full until Birmingham, though clearly not all were First Class ticket holders, and Standard Class did not become comfortable until Coventry.
No ticket checks (of course??) until after Birmingham International - LondonMidland really need to get their customer facing staff more focused. Mind you, one suspects that the staff feel dumped on in such situations.
Overall, would I use the Great Escape again? £20 walk-on with voucher compares to £25 walk-on Standard with Chiltern and £44.30 walk-on Standard for Virgin (admittedly, both would be more expensive for a 4pm to 7pm departure). For both companies, their standard fare offers so much more than LondonMidland's First Class fare - so, sorry LM, but you're only occasionally going to persuade me to use you after yesterday's experience.
As it happened, I was joining the 1913 departure from Euston's Platform 17. This is an 8-car Desiro formation, the front four carriages of which go forward from Northampton to Birmingham - a fact that was clearly marked on each of the two 4-car sets. The timing of this service is good (2 hours 3 minutes), making it almost as fast as the equivalent Chiltern service. However, just as Chiltern are finding it difficult to manage off-peak demand back from Marylebone, so LondonMidland have produced a combination of circumstances which meant the train was completely full and standing when I arrived to join it 5 minutes before departure.
The situation was exacerbated by a lack of revenue control, and the non-appearance of the train manager whose only contribution was to urge passengers to move down the already full train in the hope of finding a seat. Clearly an own goal by LondonMidland who risk alienating their First Class commuters in the pursuit of the family off-peak market (it subsequently transpired that one family in the Birmingham First Class compartment were travelling on Standard Class Great Escape tickets, but it would take a brave train manager to ask a mother to make her children stand...).
Fortunately from my point of view I was able to get a First Class seat after the Leighton Buzzard stop, and, I have to say, that it is perfectly possible to work on a laptop in the airline style seats (at least there are power points). First Class remained full until Birmingham, though clearly not all were First Class ticket holders, and Standard Class did not become comfortable until Coventry.
No ticket checks (of course??) until after Birmingham International - LondonMidland really need to get their customer facing staff more focused. Mind you, one suspects that the staff feel dumped on in such situations.
Overall, would I use the Great Escape again? £20 walk-on with voucher compares to £25 walk-on Standard with Chiltern and £44.30 walk-on Standard for Virgin (admittedly, both would be more expensive for a 4pm to 7pm departure). For both companies, their standard fare offers so much more than LondonMidland's First Class fare - so, sorry LM, but you're only occasionally going to persuade me to use you after yesterday's experience.
LondonMidland's Great Escape: good value but too successful (part 1)?
This week and next, LondonMidland are offering off-peak day ranger tickets at £10 standard class and £20 First Class through the Great Escape promotion. Effectively, these are walk-on fares but quota-limited through the need to download a voucher to qualify. Off-peak for this promotion starts at 9.30am Monday to Friday though there are easements (no restriction Saturday / Sunday), and returning from London Monday to Friday also has some restrictions (see part 2).
However, unlike previous promotions on these lines from LondonMidland, there is no easement on the Birmingham to London route so I duly rolled up with my voucher for the 9.33 Desiro to Euston. First indications seemed to indicate that the First Class compartment would be quiet as the ticket clerk at Victoria Square said that mine was the first one he had had to do. However, joining the train showed that many were also taking advantage of the promotion...
Secured a table with working power point for my laptop and settled down to work (one of the 'advantages' of LondonMidland could be said to be the lack of WiFi which means there is no temptation to do email...). Soon joined by a family - two adults and a young girl - who were off to the Tower for the day (using the 2 for 1 attraction vouchers). Clearly the 2 hour 16 minute journey time did not outweigh the promotional savings...
The 4 car Desiro left New Street fairly full (including in First Class), and continued to pick up passengers through to Coventry. Have to admit that I was still thinking that after Coventry matters would quieten but the crowds at Coventry and Rugby disabused me. By Northampton, despite the addition of a 4 car set from Crewe, it was standing room only in Standard, and full in First Class... Fortunately, the train calls only at Milton Keynes and Watford Junction after Northampton so matter got only marginally worse.
So, what was good and what was bad? Well, the Desiros ride well and given that the seating is commuter style are relatively comfortable. However, apparently the toilets were 'disgusting' in the set that left Birmingham - the description of the mother of the family - though to be fair the train manager did apologise and suggest that the 17 (17!) minute layover at Northampton would give ample time for a comfort stop... Time keeping was ok but that wait at Northampton.... LondonMidland could rival Chiltern times if there was more flexibility in the timetable pathing (I know, I know, that's why we need HS2 - but that won't answer the immediate need...). The usual bug bear: the train manager didn't appear aside from one ticket inspection nearing Coventry. I know it must be awful to be abused by standing passengers when there is little that you can do BUT train managers are the public face of the company so should at least show that they care...
Finally, a matter outside of LondonMidland's control... We were brought into Platform 17 at Euston which, alas, is one of the ones with relatively poor access and exit. Yesterday, the exit situation was worsened by the loading of a Virgin service for which Virgin staff were actually checking tickets before passengers could join the train. Much grumbling about the delays that this caused as one of the two narrow exit ramps was effectively blocked. Not good customer care by Network Rail.
However, unlike previous promotions on these lines from LondonMidland, there is no easement on the Birmingham to London route so I duly rolled up with my voucher for the 9.33 Desiro to Euston. First indications seemed to indicate that the First Class compartment would be quiet as the ticket clerk at Victoria Square said that mine was the first one he had had to do. However, joining the train showed that many were also taking advantage of the promotion...
Secured a table with working power point for my laptop and settled down to work (one of the 'advantages' of LondonMidland could be said to be the lack of WiFi which means there is no temptation to do email...). Soon joined by a family - two adults and a young girl - who were off to the Tower for the day (using the 2 for 1 attraction vouchers). Clearly the 2 hour 16 minute journey time did not outweigh the promotional savings...
The 4 car Desiro left New Street fairly full (including in First Class), and continued to pick up passengers through to Coventry. Have to admit that I was still thinking that after Coventry matters would quieten but the crowds at Coventry and Rugby disabused me. By Northampton, despite the addition of a 4 car set from Crewe, it was standing room only in Standard, and full in First Class... Fortunately, the train calls only at Milton Keynes and Watford Junction after Northampton so matter got only marginally worse.
So, what was good and what was bad? Well, the Desiros ride well and given that the seating is commuter style are relatively comfortable. However, apparently the toilets were 'disgusting' in the set that left Birmingham - the description of the mother of the family - though to be fair the train manager did apologise and suggest that the 17 (17!) minute layover at Northampton would give ample time for a comfort stop... Time keeping was ok but that wait at Northampton.... LondonMidland could rival Chiltern times if there was more flexibility in the timetable pathing (I know, I know, that's why we need HS2 - but that won't answer the immediate need...). The usual bug bear: the train manager didn't appear aside from one ticket inspection nearing Coventry. I know it must be awful to be abused by standing passengers when there is little that you can do BUT train managers are the public face of the company so should at least show that they care...
Finally, a matter outside of LondonMidland's control... We were brought into Platform 17 at Euston which, alas, is one of the ones with relatively poor access and exit. Yesterday, the exit situation was worsened by the loading of a Virgin service for which Virgin staff were actually checking tickets before passengers could join the train. Much grumbling about the delays that this caused as one of the two narrow exit ramps was effectively blocked. Not good customer care by Network Rail.
Thursday, 13 October 2011
Adrian Shooter wins Lifetime Achievement Award
Declaration of interest: last night I attended the Birmingham Post Business Awards 2011 dinner as a guest of Chiltern Railways.
The Highlight of the evening was undoubtedly the Lifetime Achievement Award presented to Chiltern Chairman Adrian Shooter 'for his services to the region for his part in developing Chiltern’s Birmingham to London rail link'. In his short acceptance speech, Adrian paid tribute to the support of his wife Barbara, to the dedication of the Chiltern Railways staff, and to the business people of Birmingham who had told him that they wanted an alternative route to London... A photo of Adrian and Barbara with the Award can be found here, his short acceptance speech can be heard here, and a short interview after the award here (starts at 3mins 40secs).
Chiltern Railways sponsored the Award for the Emerging Professional. A photo of the winner, Matt Taylor from Headline Communications with Chiltern MD Rob Brighouse can be found here.
Around the Chiltern table there was much talk of all that had been achieved and of all there is still to do. Chatham House rules prevent me from spilling all the beans but among the topics under discussion were
The Highlight of the evening was undoubtedly the Lifetime Achievement Award presented to Chiltern Chairman Adrian Shooter 'for his services to the region for his part in developing Chiltern’s Birmingham to London rail link'. In his short acceptance speech, Adrian paid tribute to the support of his wife Barbara, to the dedication of the Chiltern Railways staff, and to the business people of Birmingham who had told him that they wanted an alternative route to London... A photo of Adrian and Barbara with the Award can be found here, his short acceptance speech can be heard here, and a short interview after the award here (starts at 3mins 40secs).
Chiltern Railways sponsored the Award for the Emerging Professional. A photo of the winner, Matt Taylor from Headline Communications with Chiltern MD Rob Brighouse can be found here.
Around the Chiltern table there was much talk of all that had been achieved and of all there is still to do. Chatham House rules prevent me from spilling all the beans but among the topics under discussion were
- the Business Zone
- Snow Hill station
- the difficulty of meeting passenger aspirations when the passengers then fail to take up the offering (WSMR, and last year's Stratford-London RSC trains spring to mind)
- focus groups - a tool for the young?
- tender loving care for the commuters at the southern end of the Mainline...
- simplified fares
- the use of social media (take a bow Emma, Nicola and Jo)
- the good and not so good points about the Virgin service
Not surprisingly, the Chiltern message continues to be: 'we are listening'. So continue to carp and praise, promote and criticise, using the tools available
Wednesday, 12 October 2011
Miscellany
LondonMidland - Tickets for the 'Great Escape' offer are now on sale at www.londonmidland.com/greatescape Simply travel off-peak between 22 October - 6 November and you can enjoy a day's unlimited travel on London Midland trains for just £10 - or treat yourself to first class for just £20. VOUCHER req'd.
The Two Together Railcard is now recognised by the LondonMidland website...
Virgin Trains - the Standard Class Super Off-Peak promotion has now ended (though Virgin need to tell the Web site content managers). However, there is now a First Class off-peak single promotional fare between Birmingham International and London Euston. The price is £84 each way and availability follows the rules of the equivalent standard off-peak fare... EXCEPT that the validity waiver for railcards does not apply.
Don't forget that the 0540 and 0600 from International, and the 0603 from Euston provide breakfast as part of the fare, and that the tea-time trains from International include an evening meal.
Of course, Virgin won't tell you that the First Class fare from International to New Street is £3.50 making a significant saving (£32.50) on the quoted Euston - New Street single fare if you buy the two together. One day, TOCs will be forced to admit to split fare savings!
Chiltern Railways - The Two Together Railcard is now recognised by the Chiltern Railways website...
Chiltern are pondering the formation of their Silver Trains: specifically, whether the Business Zone should be at the Birmingham or London end of the train. Feedback through the usual channels
Finally, anyone know a non-0845 number for the Icomera support line?
Monday, 10 October 2011
HS2 - a response from my Railway Professional friend...
A while ago, I blogged on why I didn't get HS2 following on from a lunchtime conversation with a professional railway operator (http://birmingham2london.blogspot.com/2011/09/sorry-i-still-dont-get-hs2.html). I can only apologise to him for my tardiness in failing to carry his follow-up arguments earlier...
Thank you Peter. I don't think I suggested that Birmingham itself was an irrelevance, that seemed to come more from you. It is only in the sense that the real WCML problem is Rugby and south, and Birmingham is one of the destinations thus served. Take out Birmingham and that problem is eased, but the same applies to Manchester or Liverpool or Glasgow. Too many trains for the line capacity available, not quite yet, but this sort of problem isn't going to go away.
I think that you perhaps underestimate what a high speed line can do.
He has suggested that the following two links will help my understanding:
http://www.ciltuk.org.uk/pages/downloadfile?d=176BCDE8-D15D-413F-B1F2-1094117D7D78&a=stream
http://tv.theiet.org/technology/transport/1350.cfm
Both are by Professor Andrew McNaughton.
Thank you Peter. I don't think I suggested that Birmingham itself was an irrelevance, that seemed to come more from you. It is only in the sense that the real WCML problem is Rugby and south, and Birmingham is one of the destinations thus served. Take out Birmingham and that problem is eased, but the same applies to Manchester or Liverpool or Glasgow. Too many trains for the line capacity available, not quite yet, but this sort of problem isn't going to go away.
I think that you perhaps underestimate what a high speed line can do.
He has suggested that the following two links will help my understanding:
http://www.ciltuk.org.uk/pages/downloadfile?d=176BCDE8-D15D-413F-B1F2-1094117D7D78&a=stream
http://tv.theiet.org/technology/transport/1350.cfm
Both are by Professor Andrew McNaughton.
Virgin Trains - responses to recent blog posts
Virgin Trains have given me permission to reproduce the responses to some of the issues that I have raised in recent blog posts. The following email has not been edited by me.
Dear Mr Chapman,
Thank you very much for your correspondence, which we received in this office on 29
September 2011. I am sorry that our response has been delayed.
I am very sorry that we were unable to reserve a seat in the area you requested. I
understand how disappointed you will have been, particularly as you had planned
ahead.
From what you have told us, it is likely there werent any seats available that matched
your request on that particular train when you made your reservation. I do hope that you
will accept my apologies for the inconvenience caused.
I can confirm that coach E is left as unreserved on our Pendolinos, with further
unreserved seating spread throughout the train on both our Voyagers and Pendolinos.
The number of reserved seats can vary from train to train, according to the anticipated
number of passengers for a service, but roughly 30-40% of seating will be left as
unreserved on any particular train, in order to accommodate passengers travelling on
open tickets without a reservation.
I also understand your comments about the on-board announcements. This is actually
an area we are looking closely at. The challenge is to strike a sensible balance between
keeping customers informed, and not intruding upon your travel time. I know how
frustrating it can be when that balance is not right.
Please accept my apologies for the way your journey was disturbed, and I will make sure
your comments are included as part of our review.
Thank you too for letting us know of your experience of our on-board WiFi.
Since we introduced WiFi on our trains we have seen usage more than double in terms
of numbers of user sessions per month. This is putting increasing pressure onto the
infrastructure and so to alleviate this we are rolling out an improvement programme
across the fleet to double the potential available bandwidth of the wifi.
The WiFi relies on the UK 3G infrastructure for the majority of journeys supplemented by
some WiMax connectivity. We have chosen to add 3G connections from the widest
possible range of carriers to ensure not only that we present the most bandwidth
available at any time, but that we also present the most consistent picture of connectivity
across our network. The system is completely different to the East Coast system, which
relies on a satellite dish on the train roof, for which we do not have the space.
The on board equipment is very reliable, and checked regularly by auditors. The system
provider, Nomad, also receives a lot of data about system performance by vehicle, and is
quick to spot any vehicles with problems, or even simply low wi fi usage. If there are
issues to do with system performance, these are external to the train in almost all cases,
and not something that can be cured by a system reset on board the train.
I do note the comments and we will consider how this can be improved.
I share your concern about there being no ticket inspections made during your journey.
This is something we place particular importance upon, and so your feedback is
especially useful.
I would add, however, that there are strict procedures to follow when making refunds on
tickets, and we will do our best to prevent false claims. The rules state that we will give
consideration to applications for refunds on unused or partly used tickets, which are
returned within 28 days of expiry validity. For any tickets, which are surrendered after the
date of outward travel shown, we will need to know the reasons why they were not used,
and may need to see supporting documentation.
I also understand your comments about the First Class accommodation being
particularly empty during your journey.
We do a lot of work to help spread passenger loadings between First and Standard
Class facilities. That is why there are, for example, some real bargains to be had for First
Class travel outside of peak times. We will also use the discounted Advance tickets to
encourage Standard Class travellers to use the quieter trains. We are having quite a lot
of success in doing this, but as your journey demonstrates there are still challenges for
us.
I will make sure the team responsible for the allocation of the cheaper tickets is aware of
your comments.
Finally, I am concerned that you found the wash basins out of use on your trains.
The main cause of this is normally either a technical failure, or lack of water on board.
Depending on the work involved, technical failures can often only be rectified at the
depot overnight. We will however make every effort to rectify the situation at the earliest
opportunity.
Thank you for your comments. Your feedback on our services is very much appreciated.
Yours sincerely
Jason Hood
Customer Relations
customer.relations@virgintrains.co.uk
Dear Mr Chapman,
Thank you very much for your correspondence, which we received in this office on 29
September 2011. I am sorry that our response has been delayed.
I am very sorry that we were unable to reserve a seat in the area you requested. I
understand how disappointed you will have been, particularly as you had planned
ahead.
From what you have told us, it is likely there werent any seats available that matched
your request on that particular train when you made your reservation. I do hope that you
will accept my apologies for the inconvenience caused.
I can confirm that coach E is left as unreserved on our Pendolinos, with further
unreserved seating spread throughout the train on both our Voyagers and Pendolinos.
The number of reserved seats can vary from train to train, according to the anticipated
number of passengers for a service, but roughly 30-40% of seating will be left as
unreserved on any particular train, in order to accommodate passengers travelling on
open tickets without a reservation.
I also understand your comments about the on-board announcements. This is actually
an area we are looking closely at. The challenge is to strike a sensible balance between
keeping customers informed, and not intruding upon your travel time. I know how
frustrating it can be when that balance is not right.
Please accept my apologies for the way your journey was disturbed, and I will make sure
your comments are included as part of our review.
Thank you too for letting us know of your experience of our on-board WiFi.
Since we introduced WiFi on our trains we have seen usage more than double in terms
of numbers of user sessions per month. This is putting increasing pressure onto the
infrastructure and so to alleviate this we are rolling out an improvement programme
across the fleet to double the potential available bandwidth of the wifi.
The WiFi relies on the UK 3G infrastructure for the majority of journeys supplemented by
some WiMax connectivity. We have chosen to add 3G connections from the widest
possible range of carriers to ensure not only that we present the most bandwidth
available at any time, but that we also present the most consistent picture of connectivity
across our network. The system is completely different to the East Coast system, which
relies on a satellite dish on the train roof, for which we do not have the space.
The on board equipment is very reliable, and checked regularly by auditors. The system
provider, Nomad, also receives a lot of data about system performance by vehicle, and is
quick to spot any vehicles with problems, or even simply low wi fi usage. If there are
issues to do with system performance, these are external to the train in almost all cases,
and not something that can be cured by a system reset on board the train.
I do note the comments and we will consider how this can be improved.
I share your concern about there being no ticket inspections made during your journey.
This is something we place particular importance upon, and so your feedback is
especially useful.
I would add, however, that there are strict procedures to follow when making refunds on
tickets, and we will do our best to prevent false claims. The rules state that we will give
consideration to applications for refunds on unused or partly used tickets, which are
returned within 28 days of expiry validity. For any tickets, which are surrendered after the
date of outward travel shown, we will need to know the reasons why they were not used,
and may need to see supporting documentation.
I also understand your comments about the First Class accommodation being
particularly empty during your journey.
We do a lot of work to help spread passenger loadings between First and Standard
Class facilities. That is why there are, for example, some real bargains to be had for First
Class travel outside of peak times. We will also use the discounted Advance tickets to
encourage Standard Class travellers to use the quieter trains. We are having quite a lot
of success in doing this, but as your journey demonstrates there are still challenges for
us.
I will make sure the team responsible for the allocation of the cheaper tickets is aware of
your comments.
Finally, I am concerned that you found the wash basins out of use on your trains.
The main cause of this is normally either a technical failure, or lack of water on board.
Depending on the work involved, technical failures can often only be rectified at the
depot overnight. We will however make every effort to rectify the situation at the earliest
opportunity.
Thank you for your comments. Your feedback on our services is very much appreciated.
Yours sincerely
Jason Hood
Customer Relations
customer.relations@virgintrains.co.uk
Wednesday, 5 October 2011
OK Chiltern - part 2
Repeated Declaration of Interest: the basic fares for today's journeys were covered by a Chitern Railways' Free Travel Pass. I paid for the Business Zone supplements on the 0655, 0837, and 1807 journeys, and for the food consumed...
Left Banbury on the 1430 Silver Set to Moor Street. Smiling catering host happily sold me a coffee and cookie - very nice. Declassified Business Zone virtually empty... Rather warm but still a good working environment. On time arrival into Moor Street.
This rather warm set formed the 1555 back to London. Only two taking advantage of the £10 upgrade, though 4 overseas visitors did cough up at Bicester North (perhaps Chiltern should do a special BZ ticket to Bicester Village???). Free tea served promptly, and top up offered during journey. What can one say: the experience is consistent but not sold... Business Zone as travelling office space anyone?
Final turn round at Marylebone. Two of us in the BZ to Moor Street. Offered tea again (and top up later) BUT only hot food was the bacon / sausage roll options. Sorry Phil Tonks, but these are morning offerings - a panini would have been welcome tonight! Set by now very warm, as shown by the melting KitKat that I bought from the 'Expresso Bar'. Still, running to time; quiet environment; reasonable food - what more could I ask for?
My fear is that Chiltern are locked into the WSMR syndrome. Great product but the message isn't getting across to the target audience... Barry Doe's points are well made.
OK Chiltern, why don't you publicise the Business Zone?
Declaration of Interest: the basic fares for today's journeys were covered by a Chitern Railways' Free Travel Pass. I paid for the Business Zone supplements on the 0655, 0837, and 1807 journeys, and for the food consumed...
In today's Rail magazine, Barry Doe lambasts Chiltern for the marketing effort put into the Business Zone, and more generally for the timetable publicity published for Chiltern Mainline. Seeing this article on Saturday, and having a personal reason to be travelling to / from Banbury over lunchtime, I decided that it was about time that I experienced Chiltern Mainline 'for real'...
The 0655 Silver train set was sitting in Platform 3 as I arrived in Moor Street at 0645; not that the main concourse departure board was showing it, though the one beyond the barriers was. No barrier staff and no announcement, either on the station or on the train prior to departure. Clearly, Chiltern staff are like the rest of us: slow to get going in the morning!
I had taken the trouble to buy my supplement the day before at the Moor Street ticket office and so expected to find my seat reserved. Alas not as no reservation tickets were in evidence. Not that this really mattered as there were two of us in the Business Zone upon departure... (a further person joined at Solihull, and 5 more at Warwick Parkway).
First pleasant surprise of the day: free tea / coffee offered on departure, along with a copy of the Birmingham Mail or Financial Times. So much for the 'no extras' policy - though of course Chiltern publicity hasn't caught up with this change. Bacon Roll at £3 was tasty and, as promised, freshly made, and, of course, the tea comes in a pot with real milk and large cups.
Working power points and free working wi-fi along with plenty of space made it an ideal laptop working environment; and, as ever, the Chiltern staff were a delight - a refill of the tea pot was no problem (Virgin Trains please note).
Minor niggles... why did the magazine rack have out-of-date Economists? And did I really hear the Train Manager refer to the Business Zone as First Class???
Straight back on the 0837 which was formed of the Silver Set which had worked the 0619 up from Moor Street. This time there were 8 of us taking advantage of the £10 supplementary fare (what a bargain Marylebone - Moor Street is at £45 Business Zone return - pity the timings aren't business friendly, and, of
course, the services terminate and start from Moor Street, not the Birmingham Business District station of Snow Hill).
Another friendly business zone host and attentive service. Sausage roll at £3 was enjoyable too. As above, working wi-fi and power points meant that the Zone was a hive of purposeful activity...
Time to stretch my legs at Moor Street before rejoining the set which was working back as the 1055. No supplement on this service as officially it doesn't have a business zone, but the on board catering crew still came round to see if anything was needed. Had to pay for my coffee! Very quiet however as of course most Chiltern Railway passengers think 'standard class' and Chiltern don't really explain when BZ carriages aren't (as it were). Point to Barry here...
Off at Banbury. All three journeys roughly to time though the 0655 did suffer an emergency brake application outside High Wycombe, and the 1055 lost time at Warwick Parkway due to signalling problems. Did I mention that the toilet was spotless?
To be continued
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