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Customer Service Standing Order No. 3.4

Station Announcements

Prepared by: ............................................……… Approved by: ............................................……… Authorised by: ………………………………………..

Synopsis The purpose of this guide is to describe the information which must be announced to passengers via the Stations PA systems on a day to day basis as well as during disruption.

East Coast Main Line Company East Coast House 25 Skeldergate York YO1 6DH www.eastcoast.co.uk

PIDD

If printed this document is UNCONTROLLED


Customer Service Standing Order No. 3.4 Issue 1, Date: January 2009 of 28

East Coast Standing Order No. 3.4 2 Station Announcements January 2009

RECORD OF AMENDMENT

Date of Issue

Issue Number

Revised Pages

Details of Revision

January 2009

1 All New document that sets out the East Coast arrangements and is PIDD compliant.





INTRODUCTION The purpose of this guide is to describe the information which must be announced to passengers via the Stations Public Address systems on a day to day basis as well as during disruption. Our goal is to ‘make travel simpler’ for our customer. We intend to do this by putting our customer at the heart of everything we do in our business. Our people are our biggest asset and therefore provide the biggest opportunity for us to succeed through good customer engagement. The Station Announcers are one of the key ways in which we achieve this and this document gives guidance for the announcer, on how to communicate with our passengers, using the public address system. Good customer communication is a vital part of our strategy and we need to think customer in every situation. How we communicate with the public both face to face and using the PA system will influence how our passengers think of us. The aim of the announcements must be to provide those waiting at stations, both customer and those waiting to meet them, with helpful information. In order to offer a high quality service we must tell customer that their train is on time, or if there is a delay, where and what the problem is, what we are doing to remedy the situation, and when the train will arrive. The manner in which it is delivered must reflect a positive image of East Coast. It is essential that we make use of all the available information sources as this will enable you to provide the most accurate information to passengers. This will be invaluable in reassuring passengers that everyone involved is working hard to minimise delays. SCOPE These arrangements are mandatory and apply to all East Coast routes and activities.





REQUIREMENTS General Announcement cards are provided for most types of announcements (see Schedule 2). The scripts must be adhered to so that consisted standards are maintained. Tips for successful announcing are listed in Schedule 1. Information given out over the PA system must be consistent with that displayed visually. If the information does vary between the two, an explanation needs to be given and passengers must be advised to listen for further announcements e.g.

“This is information for all passengers – there is currently a temporary fault with the customer information screens, Passengers are advised to listen for announcements about services.”

A good announcer will take the initiative in obtaining information when it is not readily available. Information regarding delays and disruption can be obtained from a number of sources and these include

• Customer Information Screens

• Other Stations

• Control via Pager and Outlook Route Messages

• Other TOC Control Centre’s

• Specific information from control by phone

• Information from your designated Hub Station Leader by telephone

• TRUST

• P2/CCF

• Internet/Intranet pages - Control Flip Chart - Train Running Information Board

• Staff Information Telephone Line General guidance for most situations is listed in the following sections and detailed scripts are contained in Schedule 2.





Train Arrivals Announcements should be made in the correct sequence:

1. Public Departure Time

2. Service Branding (East Coast, Cross Country, Northern, First Capital Connect.)

3. Destination

4. Platform

5. Calling Points

6. Catering Facilities (if applicable)

7. Position of First Class Through trains are normally announced 3 times the first being 10 minutes before arrival, the second 5 minutes before arrival, the third 1 minute before arrival. Platform Alterations Give Maximum warning to passengers of platform alterations as they may have to negotiate stairs, lifts and crowds with luggage, pushchairs, children and elderly relatives. Repeat the information several times. For last minute alterations avoid causing panic – never ask passengers to hurry, instead ask them to “go as quickly as possible”. Disruption Announcements During major disruption and with the implementation of CSL2 arrangements the PA announcements are a key tool to help with crowd management and ensuring that passengers are kept informed with the most up to date information about the delays and alteration to services. Key information will be provided within a Core Message issued by Control via the Flip Chart of pager messages every <15> minutes and therefore it is essential that this information is used throughout the duration of the incident. Delays or cancellations should be announced as early as possible, giving clear reasons for the disruption, in terms which are understandable to the customer. Apologies and updates to passengers should be given whenever the situation changes or at intervals not exceeding 10 minutes(even if no new information has been received) Announcers must take the initiative to obtain information particularly during disruption. Note: Announcers must liaise with their nominated contacts during CSL2.





If a major incident occurs causing disruption to all services passengers need to be reassured by REGULAR announcements (every 5 to 10 minutes) to ensure that they understand they have not been abandoned even though there are no trains running at the moment e.g.

“This is information for all passengers – we apologise that all services are being delayed due to _______.”

The rest of the announcement must reflect the core message with information about alternatives i.e. Ticket Restrictions, Alternative Routes, tickets being taken by other operators or Replacement Bus service. This message should be repeated every 5 – 10 minutes, giving more information as it is received from Control. However it is vital to make an announcement every 5-10 minutes – even if no new information has become available. Causes of Delay The reasons for delay fall into the following categories:

• Electrical/Mechanical failure

• Safety Related

• Vandalism

• Line Blockages

• Late Departures

• Weather

• Engineering Announcements relating to delays should contain the following information

• The cause of the delay

• An apology

• Information on the length of delay

• The arrangements/alternatives that have been implemented for the passenger

Electrical/Mechanical Failures The use of electrical, mechanical and technical failures is acceptable provided they are related to understandable items of equipment e.g. Signals, carriages, level crossings, power failure or points failure.





Safety Related It is acceptable to refer to lorries colliding with railway bridges etc. Problems which could be associated with reduced safety should be avoided in most cases and substituted with reference to the items(s) being inspected or repaired. An inspection of an open carriage door would be referred to as “an inspection being carried out on a carriage” Vandalism Delays in this category should be related to whatever damage has occurred i.e.

• Damage to overhead wires

• Damage to signalling cables

• Damage to signals

• Damage to track Line Blockages A line may be blocked for one of several reasons. For stray animals state any relevant details, the location, the type of animal, the number involved, e.g. a horse or a flock of sheep. For fatalities, say so, but avoiding the exact location, speak only in general terms. For fallen trees give the location and state what action has been taken. Late Departure Do not use “late start from” and leave it unqualified, instead refer to earlier disruption e.g. “Disruption earlier today at ______ resulting in the late departure of this train from ____” Cancelled Trains Where a service is cancelled, as much notice as possible should be given. If it is known in advance that a train is cancelled, it should be shown as such on the Customer Information System as soon as the service is known to be cancelled. An announcement should be made 15 minutes before the booked departure time and then every 5 minutes with information about the options for alternative services.





If a train is cancelled at short notice, it should be announced immediately i.e. 10 minutes before the departure or when received, if sooner and shown as cancelled on the Customer Information System. If there is an alternative service available the announcement should include details of this e.g.

“We apologise that the ____ service to _____ has been cancelled. This is due to ____. Passengers travelling to ____ are advised to join the _____ service to ____ and change at _____.

Weather The following list highlights the weather conditions that affect our services.

• Flooding

• High Winds

• Heavy Snow

• Exceptional Heat

• Severe Frost

• High Temperatures The above reasons should be coupled with a reference that speed restrictions have been applied for reasons, or that the track is being inspected. Engineering Work In order to show delays in a more positive light, the explanation for the cause of the delay should be brief, truthful and relevant. The impression must be given to customer that everything possible is being done to minimise the delay and safety is paramount. An example of such an announcement might be

“This information is for passengers waiting at Platform 9 for the 1445 service to _____. We apologise that this train is running approximately 20 minutes late due to ____ between ____ and ____. Temporary speed restrictions have been applied for safety reasons. Delays will be kept to a minimum.





Loadings Give passengers plenty of notice that a train is heavily loaded. Where possible advise those travelling without reservations of an alternative service. When there has been disruption and there is a queue of trains for the same calling point and/or destination it often happens that the front train is overcrowded whilst those following are virtually empty. If this is the case, advise passengers that the front train is full but there are plenty of seats on the train(s) behind. Reverse Formation Give advance warning to enable passengers and staff to be in the right place on the platform in order to avoid unnecessary additional delays to the service e.g.

“This is information for passengers travelling on the ____ service to ___, this train is today in reverse order and First Class accommodation is today situated at the front / rear”.

Change of Reservation Advance warning of this helps avoid confusion and a rush for seats on the train. Repeat the information several times e.g.

“Due to the train missing a coach ____, the seat reservations for Coach ___ have today been transferred into Coach E”

Repeat at regular intervals until the train departs





REVIEW PROCESS After each implementation The aspects covered by this Standing Order should be included in each relevant post-incident review. Every 12 Months The Head of Stations will initiate a formal review of these arrangements every April in order to ensure that the contents remain relevant and fit for purpose. The outcome of such reviews must be documented and will be subject to audit. SCHEDULES Schedule 1 – Top Tips for Successful Announcing Schedule 2 – Station Announcement Scripts Schedule 3 – Announcements for Delays

If printed this document is UNCONTROLLED Schedule 1


East Coast Operations Standing Order No. 3.4 Issue 1, Date: January 2009 of 28


TOP TIPS FOR SUCCESSFUL ANNOUNCING

• Relax and be professional

• Think before you speak and speak slowly and clearly

• Announcements should be consistent in content. Always use the 24 hour clock and station names as published in the National Rail Timetable

• You know more than the passengers so keep them informed – do not keep it to yourself

• Reasons for train delays must be accurate

• The use of rail jargon must be avoided e.g. track circuit, up road etc

• If a mistake is made, do not panic. Relax, think positive, apologise for the error and then relay the correct information, if necessary write it down.

• Avoid using the word “late”, use “delayed” instead

• Be proactive rather than reactive with your announcements

• Never announce when a train is running into the platform, as it is likely that the passengers will not hear it

• Make your announcements personal e.g. “We are sorry”

• When changing shifts, make notes for your colleague, so they can give exactly the same reason for delay as you have given. It does not sound professional for one voice to announce a delayed service only for a few minutes later another voice to announce the same apparently giving different reasons.



East Coast Customer Service Standing Order No. 3.4 Issue 1, Date: January 2009 of 28


STATION ANNOUNCEMENT SCRIPTS

Category Script

East Coast – Category A & B trains ONLY

• The ______ (time)______ East

Coast Service to ______(destination)

will be the next train to arrive at

Platform ___ calling at ___

• Restaurant / Cafe Bar and Trolley

facilities are available

• First Class accommodation is

situated at the front / rear

• Platform ___ for the ____service to

____





East Coast – Category C & D trains ONLY

• The ______ (time)______ East

Coast Service to ______(destination)



• Cafe Bar and Trolley facilities are

available




____

Cross Country

• The ______ (time)______ Cross

Country service to _____(destination)



• Cafe Bar facilities are available




____





STATION ANNOUNCEMENT SCRIPTS (continued)

First Trans Pennine Express

• The ______ (time)______ First Trans

Pennine Express Service to

______(destination) will be the next

train to arrive at Platform ___ calling

at ___

• A trolley service of drinks and light

refreshments is available on this train




____

First Capital Connect

• The ______ (time)______First

Capital Connect Service to

______(destination) will be the next

train to arrive at Platform ___ calling

at ___




____






Northern

• The ______ (time)______ Northern

Service to ______(destination) will be

the next train to arrive at Platform

___ calling at ___

• A trolley service of drinks and light

refreshments is available on this train


____

Approaching

• The _____ (train) _____ (TOC)

service to _____ (destination) is

approaching platform ____ calling at

____

Terminating • The _____ (train) _____ (TOC)

service to _____ (destination) is

approaching platform ____






Delay – Reason Unknown

• We apologise to passengers awaiting

the _____ service to ______

• This train has been delayed between

_____ and ____ due to _____

• The extent of this delay is not yet

known. Information will be given as

soon as it is made available.

• Everything is being done to keep this

delay to a minimum.

• Please listen for further

announcements

Delay Reason Known

• We apologise to passengers awaiting

the ____ service to ____

• This train is running approximately

___ minutes late. This is due to

_____

• We apologise to customer for the late

running of this service.






Late Arrivals

• We apologise to passengers for the

late arrival of this train. This was due

to ____.

• Please do not board this train until it

has been fully cleaned and serviced

for your journey.

Platform Alterations

• This is information for passengers

awaiting the ____ service to ____.

• This train will now depart from

Platform___ This is a platform

alteration

• Passengers travelling on the ____

services to ____ please make your

way to Platform _____. This is a

platform alteration.

• Platform ___ for the ____ service to

____.






Severe Disruption Information Unknown

• We apologise to passengers, due to

(say type of condition – e.g. adverse

weather conditions) services are

subject to delay, alteration and

cancellation.

• We are doing everything possible to

restore the services.

• Further information will be given as

soon as it becomes available

• Please listen for further

announcements for information about

alterations to services

Cancellation

• We apologise to passengers, the ___

service to ___ has been cancelled

due to (e.g. the train being withdrawn

for repairs)

• The next available service to ___ is

the ___ service from platform___

• Passengers travelling to ___ please

joint the ____ service from Platform

___ and change at ____






Severe Disruption CSL2 Arrangements In Place

• We apologise to passengers, due to

(say type of condition – e.g.

adverse weather conditions, route

blockage) services are subject to

delay, alteration and cancellation.

Journeys are likely to be extended

by ___ minutes

Examples

• A replacement bus service is now in

operations between ___ and ___.

where East Coast Services are

taking passengers forward to

destinations between _____ and

____

• Passengers travelling to

destinations towards London are

advised to take the first available

service. East Coast, First Capital

Connect, Cross Country tickets are

valid on any service.






Severe Disruption - CSL2 Arrangements in Place (continued)

• Passengers travelling to

destinations towards Newcastle,

Edinburgh and beyond are advised

to take the first available service.

East Coast, First Trans Pennine

Express, Cross Country tickets are

valid on any service

Reverse Formation


travelling on the ____ service to

____

• This train is today running in

reverse order

• First Class accommodation is today

situated at the front/rear

• The ____ service to ____ is today

running in reverse order. First

Class accommodation is today

situated at the front/rear






Reservation Change


travelling on the _____ service to

____

• Due to a defect, coach ___ has

been removed from this service.

• Reservations from coach ___ have

been transferred into coach ___

No Catering

• We apologise to customer travelling

on the ___ service to ___

• Due to ___ there will be no catering

facilities available on this service

• Passengers are advised to

purchase refreshments before

boarding the train

Departure Boards

• We apologise to passengers, the

departure board(s) on Platform

____ is/are temporarily out of order.

Please ask station staff for further

information.

• We advise passengers the






Departure Boards (continued)

board(s) on Platform _____is/are

now back in service and showing

the correct information.

Security

• For security reasons and to reduce

the risk of theft passengers are

reminded not to leave luggage

unattended at any time. Any

unattended luggage will be removed

immediately and may be destroyed.

Customer Call

• This is a customer call

• Will ____ please go to ____ for a

message

Parking

• Will the owner of vehicle registration

number ____ parking in ____

please return to your vehicle and

remove it immediately.

• Will the customer who has chained

a bicycle to ___ please remove it

immediately






Station Evacuation

• This is an all sectors emergency

staff announcement – would all staff

go immediately to a designated

communication point (REPEAT 3

TIMES)

• We advise customer on instruction

from the police/fire service it has

been decided that the station must

be cleared of all persons

immediately. Please make your

way to the station front.

• Do not use the lifts or subways

• Would passengers please ensure

they have all personal belongings

with them REPEAT UNTIL

ADVISED BY THE DSM

Post Station Evacuation

• We apologise to passengers for the

recent evacuation of the station on

instruction from the police/fire

brigade. Normal services will be

resumed as soon as possible.






Extreme Weather

• High temperatures – We have

been advised by the Met Office of

high temperatures predicted for

later today, therefore speed

restrictions may be enforced which

are likely to increase journeys this

afternoon by approximately _____

minutes. Please check our website

www.eastcoast.co.uk for more

information.

• Snow Condition – We have been

advised by the Met Office of the

likelihood of heavy snow later today,

therefore speed restrictions may be

enforced which are likely to increase

journeys this afternoon by

approximately _____ minutes.

Please check our website www.

eastcoast.co.uk for more

information.






Extreme Weather (continued)

• High Winds – We have been

advised by the Met Office of high

winds predicted for later today

between _____ and _____,

therefore speed restrictions may be

enforced which are likely to increase

journeys this afternoon by

approximately _____ minutes.

Please check our website www.

eastcoast.co.uk for more

information.

Stand Clear

• Passengers at Platform ____

(Platform Number) Please stand

back from the platform edge

• Passengers at Platform ____

(Platform Number) Please stand

clear of the approaching train.






Fire Alarm Test

• This is a special customer

announcement. A fire alarm test is

about to take place. – No Action

Required

After the test has been completed

• The test has now been completed,

thank you for your co-operation

Cycle/Skateboarding

• You are reminded for your own

safety and the safety of everyone

else on the station that cycling

/skateboarding/roller-blading is not

permitted anywhere on the station.

• If you are travelling with a bicycle,

please speak to a member of staff

who will direct you to the area on

the platform where you should wait.

This is to assist the prompt

departure of your train.

Slippery platforms

• Please take care when boarding the

train as platform surfaces are

slippery today.





ANNOUNCEMENTS FOR DELAYS

Delay Announcement

Signal Failure A signal failure at____ /or between _____ and _____

Track Circuit Failure Signalling problems at____ /or between _____ and _____

Points Failure Points failure at____ /or between _____ and _____

Broken Rail / Rail Flaw A damaged stretch of line at___ /or between ____ and____

Derailment A derailment at____ /or between _____ and _____

Blockage of the line A blockage of the line at____ /or between _____ and _____

Animals Animals on the line between _____ and _____

Fatality A fatality at____ /or between _____ and _____

Trespassers Trespassers on the line at____ /or between ____ and ____

Vandalism Vandalism to ___ at____ /or between _____ and _____

Loss of Power / OHL Problems

Overhead line problems at____ /or between ____ and ____

Bridge Strike A vehicle hitting a bridge at____ /or between ____ and ____

Weather Adverse weather conditions

Leaf Slip Poor rail conditions due to leaf mould at____ /or between _____ and _____

Temporary Speed Restrictions

Temporary speed restrictions at___ /or between ___ and ___

Failed Train (Other) Behind a preceding train with technical problems

Fitters Attention Delayed at ____ receiving technical attention





ANNOUNCEMENTS FOR DELAYS (continued)

Delay Announcement

HABD/Defect/HST P/Car etc Technical problems

Electric/Diesel Loco Locomotive problems

Engineering Work Overrunning engineering work at___ /or between ___ and ___

Waiting Platform Station congestion at___

Driver/Guard/Catering Crew Delayed awaiting a driver/guard/catering crew

Set Change Change of coaching stock at____ Delayed at____ awaiting a replacement train

Police/Ambulance Delayed at _____ owing to emergency services attending the train

Station Evacuation – Bomb Scare / Fire

A security alert at______

Line side fire A line side fire between _____ and _____

Waiting Set Awaiting coaching stock form the depot

Inward service A late running inward service

Loss of Path – Poor Regulation

Operating difficulties at _____ /between ____ and ____

Level Crossing A level crossing failure between ____ and ____

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