thameslink response to questions asked before the st...

Thameslink response to questions asked before the St Albans Council meeting

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No. Name Question/Issue Theme Thameslink response – please also refer to Thameslink’s

slide presentation. Slides are numbered 1-13.

1 Claire Singh

a) What can Govia do to improve their service?

Improvements to service needed

We continue to work with Siemens, who are contracted by the DfT to build and maintain the new Class 700 trains, to resolve all outstanding reliability issues as swiftly as possible – See Slide 8

Thameslink passengers will benefit from a resolution of the RMT and ASLEF disputes on Southern - Slide 8

The DfT has recently made over £300 million available to Network Rail to boost resilience on Thameslink and adjacent lines over the next two years. This includes replacing old or poor quality track. GTR will help Network Rail to expedite this through more access to the track overnight and during weekends – Slide 8

b) What are the timelines for improvements?

Ditto

2 Fiona Lane

a) Why is the St Albans to London service more expensive than the Hatfield line?

Expense of line compared to other

routes

It has been so since before privatisation and likely reflects shifts to more market demand related pricing made under British Rail. Under the GTR franchise all farebox revenue is passed to the DfT, who also regulate the cost of major fares including all season tickets. See Slide 11

b) Why do you not have adequate contingency plans for drivers not showing up?

Contingency plans

See the information in the GTR presentation on driver recruitment and training – Slide 9

c) What are the contingencies for drivers not showing up?

If a driver phones in sick or is delayed on a previous journey, we will use a spare driver if one is available. We also ask drivers whether they would be prepared to stay on beyond their booked hours.

d) How many first class tickets are purchased during rush hour? First class

carriages

This information is not available. On the Class 700 trains the DfT specified 26 First Class seats at both the front and the rear of each train, i.e. 52 in total. The total number of First Class seats fitted exceeds current demand. As a result, it has been


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agreed with the DfT that, on ‘fast’ trains, the 1st Class seats at the front of the train (in direction of travel) are for 1st Class ticketholders while the 1st Class seats at the rear (in direction of travel) are always be declassified and available for Standard Class ticketholders. On ‘all stations’ and on semi-fast services (calling at all stations to Mill Hill Broadway and then fast to West Hampstead Thameslink) that have always been designated as ‘Standard Class only’ all 1st Class seats, both at the front and the rear of the train are declassified. This has been the case for many years.

e) How about introducing a standing only ticket at a discounted rate?

Availability of seats/standing

tickets

No such ticket exists, either on National Rail, London Overground or London Underground. It would be difficult to enforce and the DfT would be unlikely to agree to the introduction of any product that would reduce their fares revenue.

f) Can the compensation scheme cover additional expenditure such as taxi fares and childcare late fees?

Compensation system

The industry frequently reviews the National Rail Conditions of Transport (NRCoT) to include changes to legislation or policy changes. While a wholesale change to include covering additional compensation is unlikely, individual cases are reviewed on their own merit while taking into account the NRCoT, the Train Operator’s Passengers’ Charter and the Consumer Rights Act

3 Emma Bertenshaw

Why is it not possible to purchase open return tickets?

Ticket price

Open Return tickets (valid for one calendar month) are generally only available for longer journeys or for journeys to or from airports, e.g. St Albans or Harpenden to Gatwick Airport or to Luton Airport. They are available from Luton Airport Parkway to London Thameslink stations. Eurostar tickets that include return travel from one’s local station (e.g. St Albans or Harpenden) are available on the Eurostar website.


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4

Intalink registered voluntary bus user group for St. Albans

a) What are Thameslink doing to improve reliability with city bus connections?

Bus connections

GTR is a member of Hertfordshire County Council’s Intalink Steering Group and attends regular meetings. We are working hard to improve reliability for all Thameslink users. See Slide 8 and our answer to Question No 1 above.

b) Would Thameslink be prepared to fund a city ‘feeder’ shuttle bus specifically to connect with rail services, similar to Luton airport?

GTR would gain no commercial benefit from such a bus service as all farebox revenue is passed to the DfT. However, the newly launched SC1 service which links St Albans City and St Albans Abbey stations via St Peter’s Street all day Monday – Saturday provides the links requested

5 Anonymous St Albans Commuter

What assurances can you offer that compensation claims will be processed correctly? I have had two claims rejected from Govia for being received after 28 days following the delay date, when the letters were within this period (letter supplied). Update: This compensation claim has now been paid; apparently there was a technical issue. Did Govia contact all claimants they mistakenly refused? Or will claimants have to re-issue their claims?

Compensation system

Unfortunately there was a bug in the system; it has since been fixed. Everyone affected was contacted at the start of January. They should all have received the correct compensation by now. If there is anyone who hasn’t had a second letter with the vouchers please contact us. We apologise for the problem that primarily affected those not making online claims.

6 Mr & Mrs Jones

a) Network Rail: What assurances can be offered that the railfreight terminal will have no negative impact on passenger services?

Impact of rail freight on passenger journeys

Network Rail to respond


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b) Network Rail: Is there a fully costed and detailed engineering plan in place to ensure there will be no disruption to service during the connecting up of freight services, and also what effect will the daily priority of freight trains entering and departing the SRFI have on the general overall passenger service?


c) What financial indemnities has Segro plc given to Network Rail to ensure that any work started will be paid for, and also to ensure that any disruption to fare-paying passengers will be fully compensated?


d) Govia: What disruptions to passenger services do you anticipate during the massive engineering works involved in connecting the SRFI, and what guarantees have you been given that freight trains entering and exiting the terminal will in no way detrimentally effect your passengers using the Bedpan line?

GTR would raise strong objections with Network Rail to any proposed infrastructure or engineering works that would disrupt Thameslink services.


Can increased fares be put towards building a second footbridge at St Albans Station? A

Second footbridge/crowded

station

A feasibility study is underway for the provision of a second footbridge at St Albans station. It is being led by GTR in partnership with Network Rail. Extra staff are in place on island


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large cause of delay is the crowded station.

platform 2 & 3 each weekday evening peak to ensure passengers are kept safe as they queue for the stairway to the footbridge.

8 Daisy Cooper

a) Are the maximum number of trains, and maximum length of trains used on all routes?

Train capacity

Yes. E.g. we still have two 4-car ‘all stations’ trains in the morning peak and three 4-car ‘all stations’ trains in the evening peak. We will be able to extend these to 8-car trains by the end of May, when we will have received sufficient new Class 700 trains to do so. Once the 700s are all in service, we will be operating a mixture of 12 car and 8 car trains (please note that the infrastructure of some routes that Thameslink operates on is limited to 8 cars, such as those that go to Sutton/Wimbledon). See Slide 8

b) Would you support a change to the arrangements so that East Midlands Trains can take passengers at peak times?

East Midlands - St Albans

In principle we would have no objection, provided it did not reduce the number of Thameslink trains able to call at St Albans, and could be done without harming operational performance. The DfT, East Midlands Trains and Network Rail would all need to be in agreement.

9 J R Gunning

a) When GTR took over how many Drivers were employed?

Driver Recruitment

Full details are shown on Slide 9 in Thameslink’s presentation.

b) What is the budgeted number of drivers for our line and is this enough?

Ditto

c) What is the actual number of drivers they currently have?

Ditto

d) How long does it take to train a Driver?

Ditto

e) There must still be a shortfall – why?

The number of trainees has to match the availability of qualified driver trainers. We have many excellent train drivers but not every good driver wants to take on the additional responsibility of becoming a driver trainer.


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f) How many recruits are in the pipeline?

Full details are shown on Slide 9 in Thameslink’s presentation.

10 Mark Davies

a) Govia: Why do you regularly and systematically blame Network Rail for your failures?

Funding/profit queries

We don’t. We aim to be as honest as possible in communicating the reasons for any journey disruption.

b) Linked to a) when do you receive compensation for Network failures and have your claims been audited?

As shown in the Thameslink presentation, all performance income from Network Rail is passed to the DfT. See Slide 11.

c) How much, since you have taken on the Franchise have you paid in Dividends and/or Management charges to your Private Equity owners

No profit has been made to date since the start of the franchise.

d) Can you specifically detail the PROFIT, as opposed to grants and central government contributions' you have invested into either trains or people

No profit has been made to date since the start of the franchise. The franchise involves a Public-Private partnership. Required investments are set out in the Franchise Agreement.

e) An unplanned ‘red signal’ is not a reason for a delay, agree?

Customer Service

A red signal is not an abnormal event. A driver may announce that ‘I’m sorry for the delay; we’re currently held at a red signal’. That is surely useful information for passengers on the train and the majority of customers feel that is better than no announcement,

f) How many train drivers from Thameslink have been used to support the Southern Rail franchise since the dispute started?

None. There have been no secondments. However there have been numerous occasions on which our trains have made additional stops, e.g. at Redhill. Platform dwell times at Southern stations have also been extended.

g) Why do you employ people with We assess customer service skills during our selection


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no customer service attributes? process. We aim to recruit people with a positive attitude, who like other people. The training we provide then gives them the skills to do their job and to do it well.

h) Finally, define for yourselves what a customer means

A customer is anyone who travels on our services or considers doing so.

11 Anne Main MP

a) How exactly will Govia work with Network Rail to improve its passenger communication services?

Improvements to service needed

Our aim, across all the following channels, is to put the customer in control: Technology

Available and accessible

Up-to-date and accurate

Informative

Give choice Our People

Utilise the technology given to them

Share information with customers

Report faults quickly Systems

Innovative

Connected to industry systems

Reliable functionality

b) What more does Govia believe passengers could have done to avoid these disruptions?

We strive to maintain accurate information on our website when our services are disrupted, including details of alternative routes available to our passengers. Similar information is available on the National Rail Enquiries website under the tab ‘Changes to train times’. Many commuters habitually check live departures information before setting out for the station. If there is a problem they’re able to pre-plan an alternative route

12 Lee Taylor

a) What are the plans to increase capacity on the line between St Albans and London in the next 12

Train capacity

In the next 12 months the main capacity improvements will come from the continued rollout of new Class 700 rolling stock. See Slides 6 and 7.


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months? Does this plan line up with the Local Authority’s role in managing planning consents?

The biggest increase in capacity will come with the introduction of the May 2018 timetable. Local Authorities, including Hertfordshire County Council, have actively contributed to Phase 1 of the consultation on the May 2018 timetable.

b) What, if any, improvements are planned for St Albans station?


station

A new large heated waiting room is currently being constructed on platform 4

Plans are being drawn up for a £5m station redevelopment, to be completed in spring 2019.

The planned station redevelopment will include a new building on platform 4 with a wider gateline to speed passengers into and out of the station, better ticket purchasing facilities and a secure cycle hub.

More ticket gates will be introduced in the main ticket hall plus better retail facilities.

Provision will be made for a second footbridge to ease the current congestion which is particularly acute during the evening peak. A feasibility study is currently underway

c) Would Thameslink consider providing enhanced compensation when trains are cancelled due to Driver Unavailability?

Compensation system

GTR was the first (and so far only) train operating company to introduce Delay Repay 15, which enables anyone delayed for 15 minutes (rather than 30 minutes) to claim compensation. See Slide 10. No other changes are planned.

13 Eric Roberts

a) Concerns regarding the unworkable 2018 timetable. Will this mean more delays and slower 'fast' trains - shunted onto the slow lines? I.e. Higher fares for slower trains, is this acceptable to Govia?

2018 Timetable concerns

We are working with our industry partners to ensure that the May 2018 and December 2018 timetables are entirely deliverable. It will not mean more delays or slower trains.


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b) What is the anticipated impact of the extra railfreight trains to/from the proposed SRFI deport, near Radlett, and when and how will the infrastructure works necessary impact on Thameslink services? Will this mean more delays, cancellations and engineering works?

GTR would raise strong objections with Network Rail to any proposed infrastructure or engineering works that would disrupt Thameslink services.

14 Derek Wilson

a) Where does the funding for passenger refunds come from? Is it taxpayer funded, or from the profits of Govia? Funding/profit

queries

As shown in the Thameslink presentation, the DfT funds all payments against Delay Repay claims but GTR funds the necessary administration costs. See Slide 11

b) How much money do Govia receive in penalty payments when they claim against other rail companies such as Network Rail?

None. As shown in the Thameslink presentation, all performance income from Network Rail (or other sources) is passed directly to the DfT. See Slide 11

15 Tim Lamb

Thameslink relies on drivers to volunteer for overtime on Sundays and Public Holidays which leads to an inadequate service. When will this situation change?

Driver contracts

See the information in the GTR presentation on driver recruitment and training – Slide 9 Many Train Operating Companies rely on drivers volunteering for rest day working and overtime under established agreements with the drivers’ union. The on-going recruitment and training of more drivers will make it easier to ensure that all services are fully resourced.

There are often long queues at the Thameslink ticket office at St Pancras station, with only a couple of counters open. What steps are being taken to improve this

Customer Service

East Midlands Trains have recently opened a new ticket office next door to ours. It has up to four members of staff on duty. Tickets for any National Rail journey can be bought at either ticket office.

Our staff are multi-skilled, with their role varying between


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situation? selling tickets and assisting customers at the information desk or on the platforms.

More ticket vending machines have recently been installed in the station concourse between our ticket gates and the northern entrance to London Underground


What plans are there for making it easier to cross between platforms? Is this also a safety concern when it is very crowded at rush hour?


station

A feasibility study is underway for the provision of a second footbridge at St Albans station. It is being led by GTR in partnership with Network Rail. Extra staff are in place on island platform 2 & 3 each weekday evening peak to ensure passengers are kept safe as they queue for the stairway to the footbridge.

Would it be possible for rush hour trains to stop on platform 4, allowing two options to exit, rather than all passengers having to use the stairs?


station

Many trains running fast from St Pancras / West Hampstead Thameslink to St Albans stop on platform 4. Those that cross from the fast to the slow line at Radlett Junction (and then stop on platform 2) do so as there is a faster East Midlands train just behind them. If we could stop more trains on platform 4 we would do so.

What plans are there for improving the Ridgemont Road exit? It is increasingly difficult to cross the busy carpark at peak times. Ridgmont Road

exit improvements

The planned station redevelopment will include a new building on platform 4 with a wider gateline to speed passengers into and out of the station, better ticket purchasing facilities and a secure cycle hub.

It will also include a complete redesign of the car park, including safer pedestrian and cycle access.

We will be working in partnership with Herts Highways on improved access.

17 Siobhan Osgood

a) How are the ticket price rises justified, particularly when the level of service has decreased?

Ticket price Under the GTR franchise all farebox revenue is passed to the DfT, who regulate the major fares including all season tickets. See Slide 11

b) Almost all delays and cancellations seem to be blamed

Employee relations It is not true that ‘almost all delays and cancellations seem to be blamed on a member of staff’. We do not ‘blame’ people or


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on a member of staff; does Govia have a strategy for positive employee relations?

organisations but we do try to explain the cause of any disruption. Where, for instance, a train is cancelled due to staff shortages this is a statement of fact which is no reflection on the motivations or attitudes of our employees. GTR does have a strategy for positive employee relations, including an annual Employee Survey and active and tangible support for charitable fund raising.

c) Does Govia lose money on strike days, or are these losses covered by the government?


Govia Thameslink Railway (GTR) does lose money on strike days.

d) How much does Govia's CEO earn?

Govia is a joint venture between the Go-Ahead Group (65%) and Keolis (35%), two substantial and successful transport companies in their own right. Govia currently runs three major rail franchises: GTR (Govia Thameslink Railway), Southeastern and London Midland. Govia is the UK’s busiest rail operator, currently providing around.35% of all passenger journeys. Go-Ahead is the largest operator of bus services in London, running around a quarter of London’s bus services. The Go-Ahead Group is a PLC and its CEO’s earnings are reported in its Annual Report. .

e) How much does Govia's Senior Management Team earn?

See above.

f) What were Govia's profits and/or returns to stakeholders in the last tax year 2015/16?

Go-Ahead’s online annual report summary for the year ending 2 July 2016 can be found at http://www.go-ahead.com/en/investors/online-annual-report-summary.html

http://www.go-ahead.com/

http://www.keolis.com/en.html


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g) What are the plans to improve St Albans City Station, and in particular the narrow footbridge which leads to crushing at peak times?


station

A feasibility study is underway for the provision of a second footbridge at St Albans station. It is being led by GTR in partnership with Network Rail.

h) Are there plans to improve parking at St Albans City Station?

The layout of the Ridgmont Road car park will be improved as part of the planned station redevelopment, to include the provision of better walking and cycling routes.

Ridgmont Road and Station Way car parks are full by around 08:30 each weekday but sufficient capacity to meet future demand is available in the Victoria Street multi-storey car park in Charrington Place.

i) Are there plans to improve the automatic ticket machines so that they work faster, and provide more machines to reduce queues?

Yes, the older ticket vending machines will be replaced with new, more reliable. This should be completed by end July this year. The number of machines at St Albans City station has recently been increased from 10 to 12.

j) Could the smoking area be moved away from the exit to St Albans station?

Yes, it will shortly be relocated into the loading bay area.

k) Could ticket prices be reduced given the lack of seats available? Availability of

seats/standing tickets

Under the GTR franchise all farebox revenue is passed to the DfT, who regulate the major fares including all season tickets. We do provide discounted fares in the off-peak to help encourage those people who can, to travel at less busy times. . See Slide 11

l) Why are there no staff available on platforms to assist passengers, particularly when leaving very crowded services? Customer Service

Extra staff are in place on island platform 2 & 3 each weekday evening between 15:30 and 20:30 to ensure passengers are kept safe as they queue for the stairway to the footbridge.

m) Many commuters are now choosing not to work in the city due

We continue to work with Siemens, who are contracted by the DfT to build and maintain the new Class 700 trains, to


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to the cost of the poor train service. What is Govia's response to this?

resolve all outstanding reliability issues as swiftly as possible – See Slide 8

Thameslink passengers will benefit from a resolution of the RMT and ASLEF disputes on Southern - Slide 8

The DfT has recently made over £300 million available to Network Rail for major upgrades to Thameslink and adjacent lines over the next two years. This includes replacing old or poor quality track. GTR will help Network Rail to expedite this through more access to the track overnight and during weekends – Slide 8

n) Will St Albans City and District Council allow, and/or demand that a new station be built in St Albans?


station

A feasibility study is underway for the provision of a second footbridge at St Albans station. It is being led by GTR in partnership with Network Rail

The planned station redevelopment will include a new building on platform 4 with a wider gateline to speed passengers into and out of the station.

More ticket gates will be introduced in the main ticket hall plus better retail facilities.

18 Elena Herron

Why is the cost of train tickets so high when it is impossible to get a seat, and sometimes difficult to board a train when they are so crowded?

Availability of seats/standing

tickets

Under the GTR franchise all farebox revenue is passed to the DfT, who regulate the major fares including all season tickets. . See Slide 11

19 Julie Mumby

a) How much money did Govia ‘pocket’ last year in compensation for delays? Was money received in this way, and not distributed to customers via the delay repay mechanism, used to reduce fare increases?


None. As shown on Slide 11, all performance income from Network Rail (and other sources) is passed to the DfT.

Under the GTR franchise all farebox revenue is passed to the DfT, who regulate the major fares including all season tickets. See Slide 11


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b) Can Govia advise what stranded passengers should do in the event of total service failure at a time when alternative train or bus travel is unavailable? Will Govia compensate passengers if they have to use a taxi – as their station staff have been known to say they will?

Compensation system

Our website and the National Rail Enquiries website show recommended alternative routes at times of disruption to our services. If this advice is followed and there are no connecting service buses because it is late at night (e.g. from Hatfield to St Albans) please check with a member of the station staff, as there may be rail replacement buses en route. If there are none, a taxi can be authorised.


Why are there no seat-back tables in standard class on the 700 series trains? This makes it difficult to work from a laptop without a seat-back table, and nowhere to place drinks. Please retrofit seat back tables.

Seat-back tables

As shown on Slide 4 the DfT, who specified and ordered the Class 700s, have agreed that Wi-Fi and seat back tables will be installed. Timescales are awaited. Trains already delivered will have these facilities retro-fitted, whereas those not yet in build will be factory fitted. Siemens are currently evaluating how long it will take to retrofit each train, with the estimate being between one and three weeks. As we cannot afford to take trains out of service, it is likely to be several months before sufficient trains have been delivered to allow retro-fitting to start.

21 Carole Rodda

Why are trains are breaking down on a daily basis, usually several times a day causing major disruption to service? Why are trains not maintained to a higher standard to prevent this avoidable disruption?

Train maintenance

We continue to work with Siemens, who are contracted by the DfT to build and maintain the new Class 700 trains, to resolve all outstanding reliability issues as swiftly as possible – See Slide 8


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22 Gavin Wallace

Overcrowding on St Albans station could be improved by: a) providing a secondary crossing, perhaps utilising the existing road bridge, b) providing better information about the number of carriages on a train to help passengers spread along the platform, c) improving station exit points and increasing the number of barriers to enter/exit to 6/7 at both exits/


station

a) A feasibility study is underway for the provision of a second footbridge at St Albans station. It is being led by GTR in partnership with Network Rail

b) The Customer Information Screens on each platform show the number of carriages that the next train is formed of. We will ask our platform staff to make more announcements to passengers to supplement this

c) The planned station redevelopment will include a new building on platform 4 with a wider gateline to speed passengers into and out of the station, better ticket purchasing facilities and a secure cycle hub. More ticket gates will be introduced in the main ticket hall plus better retail facilities.

Could extra carriages used in peak morning traffic be left at the southernmost point of the route, to be picked up again for peak evening traffic? This may help overcrowding on the trains.

Capacity of trains

This already happens. Our train planning team make use of all available rolling stock to optimise capacity in both the morning and evening peaks

We still have two 4-car ‘all stations’ trains in the morning peak and three 4-car ‘all stations’ trains in the evening peak. We will be able to extend these to 8-car trains by the end of May, by when we will have received sufficient new Class 700 trains to do so. See Slide 8

~ Ends ~

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