Barry Doe in Rail 721 uses his 'The Fare Dealer' column to explain (yet again) why Annual Season Ticket holders should use their automatic Gold Cards and to berate TfL over their inability to give their customers the correct Annual Gold Card discounts on Oyster Cards.
Benefits include £5 first class upgrade in off-peak periods, discounted standard class travel, and a Partner card for £1. ESSENTIAL reading though depressing that TOC and TfL staff seem so uninformed as to the benefits the card allows.
As I highlighted last July, any user of the three TOCs who has an annual season ticket to a station within the old Network South East area (Northampton or Banbury southwards) should buy the ticket from a station within the Area so as to get the Gold Card benefit. DO NOT buy online without checking that the Gold Card will be issued. If you have a Oyster card, make sure that the Gold Card is added to it at an Underground station as apparently the process is not automatic...
Tuesday, 30 April 2013
Monday, 22 April 2013
LondonMidland timetable from Sunday 19th May 2013
+London Midland have made the timetable for the period 19th May to early December 2013 available as a downloadable PDF
No major changes to the existing pattern of services BUT the following should be noted:
From Birmingham New Street (M-F):
0633 will no longer run - the first through train is now the 0654
NEW through service at 0714 - arrives London Euston 0927
From London Euston (M-F)
NEW through service at 0634 - arrives Birmingham New Street 0901
NEW through service at 0749 - arrives Birmingham New Street 1001
0813 no longer runs through to Birmingham
1713 now takes 2 hours 8 mins to Birmingham (was 2 hours 3 mins)
1813 now takes 2 hours 8 mins to Birmingham (was 2 hours 4 mins)
1913 now takes 2 hours 8 mins to Birmingham (was 2 hours 4 mins)
The extra minutes added to the three evening peak trains are due to operational reasons at Northampton. LM still aspire to bring London-Birmingham journey times down to 2 hours.
The +Chiltern Railways timetable for the same period is available as a downloadable PDF
No changes of any significance to Monday to Friday services (though Sunday services are improved). Intriguingly, the new 1847 through service to Kidderminster from Marylebone shows a catering symbol but does not promise a Silver Set (don't forget the 1915 will no longer go beyond Moor Street). Wonder if Chiltern will throw in a free tea for those passengers who find their fare rising from £27.50 to £55 if they want to stick to through trains...
No major changes to the existing pattern of services BUT the following should be noted:
From Birmingham New Street (M-F):
0633 will no longer run - the first through train is now the 0654
NEW through service at 0714 - arrives London Euston 0927
From London Euston (M-F)
NEW through service at 0634 - arrives Birmingham New Street 0901
NEW through service at 0749 - arrives Birmingham New Street 1001
0813 no longer runs through to Birmingham
1713 now takes 2 hours 8 mins to Birmingham (was 2 hours 3 mins)
1813 now takes 2 hours 8 mins to Birmingham (was 2 hours 4 mins)
1913 now takes 2 hours 8 mins to Birmingham (was 2 hours 4 mins)
The extra minutes added to the three evening peak trains are due to operational reasons at Northampton. LM still aspire to bring London-Birmingham journey times down to 2 hours.
The +Chiltern Railways timetable for the same period is available as a downloadable PDF
No changes of any significance to Monday to Friday services (though Sunday services are improved). Intriguingly, the new 1847 through service to Kidderminster from Marylebone shows a catering symbol but does not promise a Silver Set (don't forget the 1915 will no longer go beyond Moor Street). Wonder if Chiltern will throw in a free tea for those passengers who find their fare rising from £27.50 to £55 if they want to stick to through trains...
Friday, 12 April 2013
PLAIN PAPER TICKETING OPENS UP FOR CORPORATE RAIL TRAVELLERS
Don't press releases have exciting headlines! Evolvi Rail Systems are working with +Chiltern Railways to offer 'Print at Home / Office' tickets to corporate travellers who use Travel Management Companies (TMCs). Currently the offering is restricted to purchasers of the Business Zone package but Chiltern are hoping to offer a wider range in the future. Full details here with more background here
Of course, print-at-home has been available to Chiltern passengers through the TOC's web site since 2007 though as yet only ADVANCE tickets can be obtained this way.
Of course, print-at-home has been available to Chiltern passengers through the TOC's web site since 2007 though as yet only ADVANCE tickets can be obtained this way.
So you want to become a Public Member of Network Rail?
A huge amount of information to enable you to answer this question is available on the Recruitment website. The following blog is purely impressionistic based on my attendance at the public presentation on the role last Wednesday (slides from which are available here).
Around 80 people filled a room at King's Place in London to listen to Network Rail chairman Richard Parry-Jones, deputy company secretary Win Chime, and Peter Reichwald, director, Harvey Nash.
I had read positive views on the chairmanship of Richard P-J and his presentation did not disappoint. He comes across as a man who has a clear vision of the purpose of Network Rail, who is very aware of the limitations of the regulatory & political structure under which he works, and yet who has an almost boyish enthusiasm for the sheer scale of the company which he leads and the achievements to which he can point (Reading being his latest 'boast').
He believes that Government recognises that rail can help drive sustainable long-term economic growth BUT also knows that in Control Period 5 (2014-2019) efficiency savings of 18% are expected (and he believes are deliverable).
So what does he want from Public Members? He pointed to Welsh Water / Glas Cymru as having the only equivalent structure (worth viewing the relevant web page here) and highlighted the CORPORATE GOVERNANCE role of the Public Members, likening them to 'shareholders' (though of course they have no equity stake). Public Members hold the Network Rail Board to account with the ultimate sanction of voting the Board off at the yearly AGM.
The forty or so members are selected by an independent panel, serve for an initial three year term (and then can serve again), and are totally independent - bringing to the process of governance their individual expertise. Public Members do not work as a body but have individual contact with both Richard and other Board members.
Win Chime fleshed out the work of the Public Members.
Apart from attending general meetings, Public Members are also able to:
–attend other meetings organised by Network Rail (workshops & other meetings) in which briefings are given and which include scrutiny sessions in which Public Members are able to ask Non-Executive Directors questions on a range of issues
–engage in active and regular dialogue with other Public Members, Network Rail and the Office of Rail Regulation (ORR)
–participate in engagement groups in areas key to the governance of Network Rail – Safety, People, Finance & Risk, Performance, Future.
Public Members are expected to put in around 6 days work a year (minimum is two full days) and are supported by a dedicated unit within Network Rail. Naturally, the work is unpaid but full expenses are given.
Peter Reichwald emphasised the skill set being sought:
-A good knowledge of UK Corporate Governance Code
–An appreciation of secondary governance
–Be able to appreciate the specific issues for Network Role
–Do you have the ability to hold others to account
NOTE that the emphasis is on the GOVERNANCE role of Public Members. They are NOT a shadow board so do not apply if you want to change the direction of Network Rail. The die has been cast - be part of the process that ensures the company delivers...
Around 80 people filled a room at King's Place in London to listen to Network Rail chairman Richard Parry-Jones, deputy company secretary Win Chime, and Peter Reichwald, director, Harvey Nash.
I had read positive views on the chairmanship of Richard P-J and his presentation did not disappoint. He comes across as a man who has a clear vision of the purpose of Network Rail, who is very aware of the limitations of the regulatory & political structure under which he works, and yet who has an almost boyish enthusiasm for the sheer scale of the company which he leads and the achievements to which he can point (Reading being his latest 'boast').
He believes that Government recognises that rail can help drive sustainable long-term economic growth BUT also knows that in Control Period 5 (2014-2019) efficiency savings of 18% are expected (and he believes are deliverable).
So what does he want from Public Members? He pointed to Welsh Water / Glas Cymru as having the only equivalent structure (worth viewing the relevant web page here) and highlighted the CORPORATE GOVERNANCE role of the Public Members, likening them to 'shareholders' (though of course they have no equity stake). Public Members hold the Network Rail Board to account with the ultimate sanction of voting the Board off at the yearly AGM.
The forty or so members are selected by an independent panel, serve for an initial three year term (and then can serve again), and are totally independent - bringing to the process of governance their individual expertise. Public Members do not work as a body but have individual contact with both Richard and other Board members.
Win Chime fleshed out the work of the Public Members.
Apart from attending general meetings, Public Members are also able to:
–attend other meetings organised by Network Rail (workshops & other meetings) in which briefings are given and which include scrutiny sessions in which Public Members are able to ask Non-Executive Directors questions on a range of issues
–engage in active and regular dialogue with other Public Members, Network Rail and the Office of Rail Regulation (ORR)
–participate in engagement groups in areas key to the governance of Network Rail – Safety, People, Finance & Risk, Performance, Future.
Public Members are expected to put in around 6 days work a year (minimum is two full days) and are supported by a dedicated unit within Network Rail. Naturally, the work is unpaid but full expenses are given.
Peter Reichwald emphasised the skill set being sought:
-A good knowledge of UK Corporate Governance Code
–An appreciation of secondary governance
–Be able to appreciate the specific issues for Network Role
–Do you have the ability to hold others to account
NOTE that the emphasis is on the GOVERNANCE role of Public Members. They are NOT a shadow board so do not apply if you want to change the direction of Network Rail. The die has been cast - be part of the process that ensures the company delivers...
Tuesday, 9 April 2013
VERY cheap fares from London to Birmingham in the morning and from Birmingham to London in the afternoon (25p each way with Chiltern Railways)
After a weekend of false starts, it appears that +Chiltern Railways have followed up the Evening Standard 50p fare offer of 2012 with a similar promotion in 2013
Visiting the page Evening Standard 50p Offer - Book your ticket allows you to book a 25p single ticket in advance for travel from London to Birmingham in the morning and from Birmingham to London in the afternoon Mondays to Saturday until Friday 17th May.
NOTE that travel from Birmingham to London can only be be booked as a return journey for a trip out from London SO the cheap fare from Birmingham is actually 50p (you can book 25p singles from London however).
Train availability from London is 0815 then hourly until 1315; from Birmingham it is 1255 then hourly until 1555, 1615, 1843, 1917, and 2018. Business Zone is available on the 1015 and 1315 from Marylebone, and the 1255 and 1555 from Moor Street.
Excluded are the following Saturdays - 13th April 2013, 4th May 2013, 11th May 2013, and 18th May 2013 along with Monday 6th May 2013.
The formal offer page is at http://www.chilternrailways.co.uk/eveningstandard50
DON'T forget that +London Midland are still doing their GINORMOUS online rail sale - ticket need to be booked by Sunday 21 April for travel up to Friday 31st May - whilst Virgin Trains are offering a Super Off-Peak return fare of £25 for the London-Birmingham route on Saturdays and Sundays until the end of April (time restrictions apply: departures must be between 10.30am and 4pm or after 6.30pm from either end of the route. NOTE that these are walk-on fares, valid for up to a month (within April), so DO NOT need to be booked in advance). Full details on my blog at http://birmingham2london.blogspot.co.uk/2013/03/cheaper-tickets-with-londonmidland-and.html
Has there been more competition on fares between the UK's two great cities?
Visiting the page Evening Standard 50p Offer - Book your ticket allows you to book a 25p single ticket in advance for travel from London to Birmingham in the morning and from Birmingham to London in the afternoon Mondays to Saturday until Friday 17th May.
NOTE that travel from Birmingham to London can only be be booked as a return journey for a trip out from London SO the cheap fare from Birmingham is actually 50p (you can book 25p singles from London however).
Train availability from London is 0815 then hourly until 1315; from Birmingham it is 1255 then hourly until 1555, 1615, 1843, 1917, and 2018. Business Zone is available on the 1015 and 1315 from Marylebone, and the 1255 and 1555 from Moor Street.
Excluded are the following Saturdays - 13th April 2013, 4th May 2013, 11th May 2013, and 18th May 2013 along with Monday 6th May 2013.
The formal offer page is at http://www.chilternrailways.co.uk/eveningstandard50
DON'T forget that +London Midland are still doing their GINORMOUS online rail sale - ticket need to be booked by Sunday 21 April for travel up to Friday 31st May - whilst Virgin Trains are offering a Super Off-Peak return fare of £25 for the London-Birmingham route on Saturdays and Sundays until the end of April (time restrictions apply: departures must be between 10.30am and 4pm or after 6.30pm from either end of the route. NOTE that these are walk-on fares, valid for up to a month (within April), so DO NOT need to be booked in advance). Full details on my blog at http://birmingham2london.blogspot.co.uk/2013/03/cheaper-tickets-with-londonmidland-and.html
Has there been more competition on fares between the UK's two great cities?
Sunday, 24 March 2013
Transforming Passenger Information 2013 - overview
Disclosure - I attended the Transforming Passenger Information Customer Experience Summit 2013 as a guest of London Business Conferences Live Tweets from the Conference were posted at #TPI13
TPI13 was an international conference with speakers from the US, Canada, Denmark, Germany, and Sweden as well as from a range of UK TOCs and national rail-orientated organisations. Not surprisingly, many concerns overlapped with an emphais on the effect of WiFi, GPS, Social Media, and the role of Staff. Also, not surprisingly, different countries and (within the UK) different organisations were developing systems and solutions at varying paces and perhaps re-inventing the wheel?
Of course, the Rail Industry is complex - especially in the UK - yet the passengers' (information) needs are simple: I want to know how to get from A to B; I want reassurance that I am getting from A to B; if delayed, I want to know when I have to leave A to get to B / if I left A when I will get to B.
It was good to hear speaker after speaker recognise that such needs are valid, and to learn that much effort is being put into meeting them more effectively. It was also good to hear about efforts to inform and involve front-line staff in meeting passengers' needs, especially during disruption. There is a danger that in the excitement of the technical solutions being developed, it is forgotten that the most reassuring way of meeting a passenger need is the sound of a human voice or the actual physical presence of an informed member of staff empowered to take the appropriate action.
From the point of view of my blog, it was good to see all three TOCs involved in the Conference and all displaying a leading-edge approach to enhancing the information being made available to their passengers. Long may such pro-active approaches continue from +Chiltern Railways +London Midland and Virgin Trains
TPI13 was an international conference with speakers from the US, Canada, Denmark, Germany, and Sweden as well as from a range of UK TOCs and national rail-orientated organisations. Not surprisingly, many concerns overlapped with an emphais on the effect of WiFi, GPS, Social Media, and the role of Staff. Also, not surprisingly, different countries and (within the UK) different organisations were developing systems and solutions at varying paces and perhaps re-inventing the wheel?
Of course, the Rail Industry is complex - especially in the UK - yet the passengers' (information) needs are simple: I want to know how to get from A to B; I want reassurance that I am getting from A to B; if delayed, I want to know when I have to leave A to get to B / if I left A when I will get to B.
It was good to hear speaker after speaker recognise that such needs are valid, and to learn that much effort is being put into meeting them more effectively. It was also good to hear about efforts to inform and involve front-line staff in meeting passengers' needs, especially during disruption. There is a danger that in the excitement of the technical solutions being developed, it is forgotten that the most reassuring way of meeting a passenger need is the sound of a human voice or the actual physical presence of an informed member of staff empowered to take the appropriate action.
From the point of view of my blog, it was good to see all three TOCs involved in the Conference and all displaying a leading-edge approach to enhancing the information being made available to their passengers. Long may such pro-active approaches continue from +Chiltern Railways +London Midland and Virgin Trains
Transforming Passenger Information 2013 - speakers from Passenger Focus
Disclosure - I attended the Transforming Passenger Information Customer Experience Summit 2013 as a guest of London Business Conferences Live Tweets from the Conference were posted at #TPI13
The 'Customer Experience' aspect of the Conference was presented by two speakers from Passenger Focus
CEO Anthony Smith was one of the opening Keynote Panel speakers, emphaising that passenger trust is a key issue, and that a reliable service and good information are two components which go to build that trust. Information needs to be timely, accurate, consistent, and useful. Thus a departure screen which says that a service is on time after the shown departure time has passed is NOT a good way of building trust. Likewise, it would appear that many TOCs don't check their web sites to ensure that an accurate message is displayed, nor do they check the National Rail Enquiries web site for their services!
Interestingly, the National Passenger Survey for Autumn 2012 saw the Provision of Information being a 5% driver of overall satisfaction BUT How Train Companies dealt with Delays was a 52% driver of dissatisfaction.
His overall message: at any station, passengers need to know ....
The 'Customer Experience' aspect of the Conference was presented by two speakers from Passenger Focus
CEO Anthony Smith was one of the opening Keynote Panel speakers, emphaising that passenger trust is a key issue, and that a reliable service and good information are two components which go to build that trust. Information needs to be timely, accurate, consistent, and useful. Thus a departure screen which says that a service is on time after the shown departure time has passed is NOT a good way of building trust. Likewise, it would appear that many TOCs don't check their web sites to ensure that an accurate message is displayed, nor do they check the National Rail Enquiries web site for their services!
Interestingly, the National Passenger Survey for Autumn 2012 saw the Provision of Information being a 5% driver of overall satisfaction BUT How Train Companies dealt with Delays was a 52% driver of dissatisfaction.
His overall message: at any station, passengers need to know ....
- is the train coming ? / when is it coming ?
- Visual and audible information should be the norm at every station
- With trains tracked (GPS on all trains?) to make it accurate
- Passengers should not have to gaze up the line wondering
- Accurate, timely, consistent and useful information Why? Because it allows passengers to make informed decisions about what they can do
- Once caught up in a problem .... “how long will I be?” Why? Because it allows passengers to judge the impact on their day
- Attitude and empathy of staff is a key factor ... Treat me (the passenger) with respect; Recognise my plight; (accept that) You got me into this, help get me out
- Help me (the passenger) avoid the problem in the first place!
For this last point, he suggested that:
- What do passengers need to know now about what is likely to happen later - Be proactive when passengers might doubt all will be perfect later/tomorrow (snow, floods, earlier disruption)
- Tell the regulars when a temporary timetable being put in (whether through Day A for Day B, or by making on the day cancellations)
- Warn passengers who are booked on trains you know will be affected – come earlier, come another day ...
- Where ticketing rules stop passengers deciding ‘never mind I’ll go tomorrow instead’, change the rules!
- What do passengers need from ‘line of route’ alerting (as distinct from alerts about a particular train)? Are current products meeting that need?
Research shows that passengers appreciate an announcement on a train within two minutes of an unscheduled stop. Also appreciated is the use of PLAIN English rather than 'railway speak'.
Finally he reinforced the message that the information about disruption must be consistent across ALL sources under a TOC's control. He made a particular plea for Retail sites to carry disruption information as a matter of course.
Relevant research from Passenger Focus is available on the PF web site....
- Passenger information: a vision, July 2008 (joint research with National Rail Enquiries)
- Delays and disruption: rail passengers have their say, December 2010
- Rail passengers' experiences during the snow, March 2011
- Information: rail passengers’ needs during unplanned disruption, September 2011 (joint research with Southern)
- Passenger Focus assessment of online information provided to rail passengers during high winds January 2012
- Short and Tweet: how passengers want social media during disruption, June 2012 (joint research with Abellio)
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