November 2009

Issues discussed at the November meeting include:

Engineering Works and Blockades

c2c gave a presentation to explain the planning process behind the proposed blockade of services on the Grays – Upminster branch over the Christmas period.

The process involved:

• Development of a revised train plan that makes best use of the alternative route options that are available
• Organisation of rail replacement buses to cover any outstanding gaps in rail service
• Providing sufficient staff on the ground to keep customers reassured and to manage any crowding issues
• Developing a campaign to explain the changes to customers and the reasons why they are necessary
• A comprehensive briefing process for staff, to make sure that everyone knows what will be different and how they can help to make the travelling experience as easy as possible for customers.

A full retrospective review of the blockade arrangements will take place in January, and lessons learned will be used to improve planning for future blockades.

c2c then outlined some of the key issues for 2010:

• c2c planning to ‘dictate terms’ more effectively to Network Rail to ensure that key periods for the business are not affected.
• Weekend blocks to be avoided on the run up to Christmas, at Easter and Bank Holidays, during the school summer holidays, and for the Southend Air Show.
• No midweek daytime blocks.
• No blocks on NXEA or LUL at the same time as c2c.
• At least one of the depots (East Ham and Shoebury) to be kept open at all times.
• As a result of the above principles being negotiated, bus substitution costs have been halved. Guidelines for bus operation have also been strengthened, including –
  • Age of vehicles
  • Low floor buses
  • Routes and calling patterns
  • Better staffing arrangements and improved briefing of bus drivers and controllers on the train plan
  • Improved signage
  • Imposing rail safety management processes on bus operations

Station Audits

c2c highlighted a number of changes to the auditing of stations and customer service that had recently been introduced. The previous audit relied on mystery shoppers giving independent assessments, with recognition and rewards given for examples of good customer service. However, the system had become too complex and needed to be reviewed.

c2c managers are now doing the mystery shopping exercises, using a simpler form, which also requires them to talk to customers about the quality of service that they have received.

Season Ticket Refunds

The Panel explained that a number of complaints had been received from customers who were seeking refunds on unused elements of annual season tickets in the final weeks of their validity.

National conditions of carriage stipulated that as annual season tickets represented 52 weeks of travel for the price of 40 weeks, refunds were only available based on the amount of the 40 weeks’ paid travel outstanding. Thus, if customers claimed a refund after the first 40 weeks of the validity period had elapsed, none could be given. It was agreed that these terms should be explained better with future issues of annual seasons.

Southend East NSIP Proposals

c2c explained the content of proposals for enhancements at Southend East under the National Stations Improvement Programme. These included:

• Construction of a new ticket office on the up side, behind the platform
• Provision of a gateline on the up platform, and screens to ensure that customers arriving from either side of the station and travelling to London would have to pass through it.
• Improvements to waiting facilities on the up platform.
• Cycle parking provided on both sides of the station.
• CCTV enhancements, as required by the above.