Meet the Panel questions
Panel members were on hand to answer c2c customer questions on Thursday 16 September at Fenchurch Street. The questions raised were:
Quiet Zone doesn’t work, you can’t enforce or police it, and passengers are intimidated if they try and do it. People will sit anywhere in busy times and during times of disruption will use their mobiles anyway
c2c are aware of the problems which occur with the Quiet Zone carriages and have exercises planned whereby the Quiet Zone will be policed and enforced. These exercises will be repeated on a regular basis.
Oyster extensions are great but why can’t I top up at Chafford Hundred?
Chafford has two Self Service Ticket machines which you can top up your oyster card from.
Why are people allowed on trains with full size bikes e.g 17:45, 17:50 trains. Why should I spend money on an expensive fold up bike when others are allowed on?
Full size bikes are not permitted on trains leaving Fenchurch Street on weekdays between 16.30 and 1840. All c2c staff have been re briefed regarding this an
article will be published in the next edition of Commuter News to support this.
If I forget my season ticket, why will you refund the first time but not the second?
Refunds on season tickets in general and season tickets left at home are all set and included in the National Conditions of Carriage and this is a
National agreement for all Train Operating Companies.
Why did you stop the service texts? It's OK during the day but I can't check mail first thing in the morning.
The text alert service was transferred over to email alerts only in order to provide further information regarding c2c services as email alerts are not character restricted whereas text alerts are limited to a certain amount of characters. Research indicated that customers were moving over to smarter technology where they can now receive information on the move.
West Horndon - Fare evaders getting through without tickets and jumping off and on at Barking to swipe Oyster card
We have passed this information on to our Revenue & Security Manager in order that this can been followed up.
Why such a big gap between 17:37 and 17:53 Laindon Trains?
This is because of the need to run other trains with alternative stopping patterns. Trains leaving London at 17:05, 17:07, 17:20, 17:22, 17:35, 17:37 and 17:53 call at Laindon Station.
Why do trains stop so far down the platform at Laindon?
This is for safety reasons due to the positioning of a foot crossing at the end of the Shoeburyness bound platform (Waterworks Crossing). It is important that the driver can see whether anyone is using the crossing – and likewise that anyone using the crossing can see the train.
Why is the 07:43 from Rainham (starts Grays at 07:32) only 4 carriages - 6 deep at Rainham?
We are aware that this train is particularly busy – we are trying to eliminate 4-carriage trains at peak times on the Tilbury Loop. We will be studying where to deploy the 2 units that will be returning in circulation from corrosion repairs as soon as this program is completed. This service is certainly a candidate and would also result in the 05:50 Grays to Barking being converted to 8-carriages rather than 4.
Why is 20:00 to Benfleet only 4 carriages - it is too crowded
We are aware that this train is particularly busy until Upminster – where 1/3rd of the passengers leave the train. We are currently examining whether there is demand for this to be strengthened to 8-carriages on a Thursday / Friday night, or all week.
Why is the first train via Rainham after 19:40 cycle cut off only 4 carraiges?
The first train via Rainham from Fenchurch Street after the 18:40 cycle cut off, is the 19:08 – this is formed of 4 carriages as the train is only half full (based on seats) when it leaves Fenchurch Street.
Why 8 carriages on tube strike days but 4 on normal days?
We have been able to put extra carriages on during the Tube Strike by delaying certain daily maintenance; this does create a back log and increases the amount of work that needs doing on subsequent days.