March 2010
Issues discussed at the March meeting include:
Passenger Focus - Consultation on new franchise
The role of Passenger Focus in presenting a user view of the priorities for the new franchise to DfT was outlined. PF research through 1000 c2c users had established a series of 14 ranked priorities, the most important of which were:
- Punctuality – a right time railway
- Timetable developments, including additional capacity and 12-car platforms
- Passenger satisfaction and value for money
- Easier ticket purchase
- Clarity of fares system
- Management of disruption
- Personal security
Rolling Incident Review
The Panel explained this new item, designed for c2c to highlight incidents that had happened since the last meeting and any action that had been taken as a consequence. Panel members would then be able to feed back comments from a customer perspective.
Major signal failure, Pitsea to Southend Central, 22-23 January
Initial failure in the immediate pre-peak on the afternoon of 22/1, which resulted in an imbalance of the service between main line and Tilbury Loop and no Tilbury service for over an hour. Two repeats of the same failure over a 24 hour period lasting into Saturday afternoon. Post-incident action taken included:
- Better plan for unit deployment to ensure trains available for both routes
- Improved comms to front line staff at Fenchurch Street, including ‘station simplifier’ for announcements.
- Review of the balance of managers against front line staff at key locations.
Security alert resulting from air freshener at Grays
Police imposed exclusion area around Grays station following report of suspicious alarm in a telephone box, which was actually an air freshener in need of replacement. Trains not stopping at Grays, and customers asked to alight at Purfleet or Tilbury Town.
Unit failure at Limehouse in the evening peak
Driver had tried to overcome the fault in the platform at Limehouse, thereby delaying a number of following trains. Instruction issued to drivers to ask passengers to alight from the train immediately in such circumstances and wait for a following service. The failed train will then run to depot to keep the service running.