March 2009

Issues discussed at the March meeting include:

Safety and Security at Stations

Concerns were raised by the Panel as to the cost of carrying out exercises and whether c2c were getting profit from such exercises.

c2c responded with the following:

• Exercises are carried out for customer service enhancement as opposed to just revenue generation. Having revenue protection staff present deters any potential fraud evasion.
• The Revenue Protection Department continiues to work closely with British Transport Police in order to enhance other customer benefits.

Panel questioned gateline security with the following points raised by c2c:

• A trial is in place at Tilbury Town where additional security has been provided with four additional members of staff.
• Security guards now carry out gateline duties.
• Southend Central now has overnight security and they roam between Leigh on Sea and Shoeburyness.

Oyster Cards

Panel requested an Oyster-only barrier be more evident as Oyster carriers were holding up queues. c2c replied:

• c2c are working with suppliers in order to obtain full functionality.
• Response times have improved with regards to suppliers attending and rectifying gateline faults.

Passenger Charter

Panel requested clarification of c2c's Charter obligations. Following was confirmed by c2c:

• The punctuality trigger is 93% for season ticket holders, not including weekly tickets.
• Discretionary payments are in operation.
• Delay repay is a scheme generally adopted by new franchises who adapt the process but c2c remains with the Passenger Charter