Greater Anglia Good and Bad Discussion

[TheEdge]

Gotta laugh or maybe cry at this.

https://twitter.com/greateranglia/status/578106935725031425

I have no words.

 

[scott118]

AGA currently have "Cycle Marshals" at Cambridge, though this is for outside the station to help educate about and enforce the parking restrictions

and how do these 'cycle marshals' know the destination? Surely they would be better placed on the platforms, and once the new limit has been reached, they then should be advising the customer, that they are unable to travel on that service. Too confrontational for them perhaps, however the guard is the one who has to suffer the abuse of cyclist number 5 to however many show up afterwards. MTSO's do nothing, or perhaps it is indeed these, who are now the CM's, hence the reason they are based outside the station.

 

[SPADTrap]

and how do these 'cycle marshals' know the destination? Surely they would be better placed on the platforms, and once the new limit has been reached, they then should be advising the customer, that they are unable to travel on that service. Too confrontational for them perhaps, however the guard is the one who has to suffer the abuse of cyclist number 5 to however many show up afterwards. MTSO's do nothing, or perhaps it is indeed these, who are now the CM's, hence the reason they are based outside the station.

Did you read what the OP said the marshals actually do or?
--- old post above --- --- new post below ---

Limited space has nothing to do with it.

Limited space as a lot to do with cycle restrictions doesn't it?

 

[chubs]

scott118, why do bicycles make you so angry?

 

[jopsuk]

and how do these 'cycle marshals' know the destination?

Key words here "parking restrictions". They're not doing anything about people taking bikes on trains, it's entirely due to the works outside the station. The cycle parking is now much further from the entrance and isn't that obvious, and the old practice of "lock your bike to anything it's physically possible to lock it to" is being clamped down on using Railway Byelaw 14. The "Cycle Marshals" are to help make sure people know this, direct them to the parking and stop them coming back to find their bike has been impounded.

There's currently ~1200 bike racks at Cambridge, and that's not enough. There's also (based on a count a few years ago) over 1000 people a day boarding or alighting a train at Cambridge with a bike.

 

[TheEdge]

Someone in jest (I forget if it was a colleague or passenger) suggested we should strip out a coach in our 170s so it is just a glorified van. Then we can carry all the bikes, pushchairs, wheelchairs, small cars, large dogs and similar items in one easy place.

 

[scott118]

Did you read what the OP said the marshals actually do or?
Limited space as a lot to do with cycle restrictions doesn't it?

this is for outside the station to help educate about and enforce the parking restrictions..parking restrictions? is that the same as 'carriage' of cycles? or are you suggesting that cyclist's arrive at CBG, disembark the train, and have nowhere to store their cycle, before completing their journey? People have abused the carriage of cycles over time and now see it as a god given right to have their cycles with them.

Have you ever asked an owner of a folding cycle to actually collapse it, as it's designed to do, to allow more space for others? Some politely oblige however some are really shocked that you should even suggest such a thing as it will delay their journey even further.

Taking a company stance, just leads the uneducated into thinking that you yourself, are indeed, a jobsworth and such other unpleasantaries..Being supported by posters, leaflets and indeed, other company representatives, would surely lead to less abuse for those, simply trying to do their job, in a safer working environment.

 

[SPADTrap]

Someone in jest (I forget if it was a colleague or passenger) suggested we should strip out a coach in our 170s so it is just a glorified van. Then we can carry all the bikes, pushchairs, wheelchairs, small cars, large dogs and similar items in one easy place.

Can believe its needed at times too! I've seen someone trying to get on a 170 at IPS with a flymo he'd just bought from someone complete with grass inside from when it was last used!

 

[scott118]

Someone in jest (I forget if it was a colleague or passenger) suggested we should strip out a coach in our 170s so it is just a glorified van. Then we can carry all the bikes, pushchairs, wheelchairs, small cars, large dogs and similar items in one easy place.

or indeed make better use of the redundant guard/parcel compartment on some 170's, that have been locked out of use for how many years now?

 

[dk1]

Gotta laugh or maybe cry at this.

https://twitter.com/greateranglia/status/578106935725031425

What a muppet.
--- old post above --- --- new post below ---

or indeed make better use of the redundant guard/parcel compartment on some 170's, that have been locked out of use for how many years now?

Too complicated & expensive to do. That's why it wasn't done when the buffet was removed.

 

[scott118]

scott118, why do bicycles make you so angry?

bicycles dont make me angry. It's their owners who insist that because they have a ticket, they can bring anything along with them. AGA have a cycle policy, as do many other TOC's. People have used all manner of pressure to bully their way onto trains, thinking that it's their right. AGA wouldn't support the guard, who has exceeded their cycle policy. It's in all of their literature, so the guard has no legs, should an incident occur. Is it right to potentially leave a wheelchair bound passenger for an additional hour on a platform with few, if any facilities, purely because the guard has been intimidated into carrying excessive cycles? Which is more disrespectful? How do you safely evacuate a unit, when a section is completely blocked by cycles and their protecting owners?

I am a cyclist. I compete in national race series, so i'm no way anti bikes. I guess it is all a question of attitude in the end.

 

[Pugwash]

bicycles dont make me angry. It's their owners who insist that because they have a ticket, they can bring anything along with them. AGA have a cycle policy, as do many other TOC's. People have used all manner of pressure to bully their way onto trains, thinking that it's their right. AGA wouldn't support the guard, who has exceeded their cycle policy. It's in all of their literature, so the guard has no legs, should an incident occur. Is it right to potentially leave a wheelchair bound passenger for an additional hour on a platform with few, if any facilities, purely because the guard has been intimidated into carrying excessive cycles? Which is more disrespectful? How do you safely evacuate a unit, when a section is completely blocked by cycles and their protecting owners?

I am a cyclist. I compete in national race series, so i'm no way anti bikes. I guess it is all a question of attitude in the end.

Cyclists have taken their bikes on trains for years, the problem was taking away the guards van's in order to cram in more seats - on the GEML all of the Class 312's had a large guards van that could be used for bikes.

People travelling with large luggage and bikes have not been catered for, it is hardly the cyclists fault that not enough accomodation has been provided for them.

 

[scott118]

Cyclists have taken their bikes on trains for years, the problem was taking away the guards van's in order to cram in more seats - on the GEML all of the Class 312's had a large guards van that could be used for bikes.

People travelling with large luggage and bikes have not been catered for, it is hardly the cyclists fault that not enough accomodation has been provided for them.

The longevity has never been in dispute here. Surely it's about the welfare of the employee, against that of an ignorant bully with a cycle.

AGA have a bike and go policy, installed at terminus stations. Their viewpoint is ride to the station, lock your bike up, travel, then bike and go to your desired destination. Holland has a very different stance on cycling which unfortunately for them isn't reciprocated here in the UK. Secure cycle bays at intermediate stations is none existant. Would anyone leave their cycle at Thetford? I doubt it..Cycling has many benefits, however what are AGA doing to relieve their staff of the continued 'battle' of educating others, what is safe and what isn't. Very little is the answer, as it has posters, leaflets, even the internet, however if you don't search, you won't find.
--- old post above --- --- new post below ---
I believe additional station staff are being used to 'police' the containment of cycles on the 16/17/18.12 CBG departures - it's good to see that AGA are indeed beginning, to appear to take note of their employees requests for assistance, during peak times. Posters are to be permanently placed on platforms 5/6 to advise also..time will tell..

 

[SPADTrap]

this is for outside the station to help educate about and enforce the parking restrictions..parking restrictions? is that the same as 'carriage' of cycles? or are you suggesting that cyclist's arrive at CBG, disembark the train, and have nowhere to store their cycle, before completing their journey? People have abused the carriage of cycles over time and now see it as a god given right to have their cycles with them.

Have you ever asked an owner of a folding cycle to actually collapse it, as it's designed to do, to allow more space for others? Some politely oblige however some are really shocked that you should even suggest such a thing as it will delay their journey even further.

Taking a company stance, just leads the uneducated into thinking that you yourself, are indeed, a jobsworth and such other unpleasantaries..Being supported by posters, leaflets and indeed, other company representatives, would surely lead to less abuse for those, simply trying to do their job, in a safer working environment.

I'm not suggesting anything other than you appeared to misunderstand what jopsuk said about the cycle marshals.

I've dealt with my fair share of this when I worked on the platforms but as a driver now I don't really have a say and the services I work are DOO so nobody does. So why would a guard want to limit cycles on their service? For space of course?

 

[scott118]

I'm not suggesting anything other than you appeared to misunderstand what jopsuk said about the cycle marshals.

I've dealt with my fair share of this when I worked on the platforms but as a driver now I don't really have a say and the services I work are DOO so nobody does. So why would a guard want to limit cycles on their service? For space of course?

Good morning. As a DOO driver, you're only concern is what's in front of your driving controls, not what's behind your vestibule door. No disrespect, but you won't be the point of contact unless you find yourself in the middle of an emergency. Of which, prudent use of the PA would stop them knocking to ask questions...

As a guard, you are more visible. You are the point of contact. The question that i'm raising, is that, how can a guard fulfil their duties, when others have blocked their safe passage through the unit, as it is their right to 'cycle carriage'? All TOC's have cycle policies. Mostly are adhered to. In your opinion, is it safe to have 20 cycles onboard, as happened the other day, when the company policy states 4? This is what the guard is up against, at stations such as CBG. Is it safe for the employee and other travelling members of public? Is it safe for the 8 month pregnant lady, to have to practically climb over cycles to get to the toilet at the leading end of the train, as the one's before that, are locked out of use?

Perhaps, for these reasons, staff have now been advised that MTSO's will be in attendance to 'marshal' cyclists, once the limit has been reached, in an attempt to stop people abusing the guard, who is only carrying out their role. Leaflets, posters can all assist in this also and i believe they are soon to be on permanent display at the ticket barriers and platforms. Cycle numbers are to be monitored on peak trains, as once AGA do enforce limits, why should the guard be the brunt of all abuse? It appears though, that AGA are putting measures in place to protect those, who are only following company policy.

In today's blame culture, it's refreshing for those, to see a shard of support...

 

[jopsuk]

The cycle marshals I mentioned are outside the station to direct people arriving to catch trains to the current cycle parking locations and to stop them simply using the nearest lamp post, fence etc (partly because said fence, post might not be there later that day!). As far as I know they're nothing to do with enforcing the rules on bikes on trains, which are fairly complex anyway as they vary with the operator, time and destination.

 

[scott118]

The cycle marshals I mentioned are outside the station to direct people arriving to catch trains to the current cycle parking locations and to stop them simply using the nearest lamp post, fence etc (partly because said fence, post might not be there later that day!). As far as I know they're nothing to do with enforcing the rules on bikes on trains, which are fairly complex anyway as they vary with the operator, time and destination.

Yep i understand this to be the case also, however those that are to be placed upon the platforms advising of the limit's of carriage are the MTSO's. Bullying individual's are less likely to kick off, with platform staff, a guard and MTSO's present, hopefully...

 

[SPADTrap]

Good morning. As a DOO driver, you're only concern is what's in front of your driving controls, not what's behind your vestibule door. No disrespect, but you won't be the point of contact unless you find yourself in the middle of an emergency. Of which, prudent use of the PA would stop them knocking to ask questions...

I wouldn't worry yourself with what/where my concerns are as a DOO driver.

It clearly sounds as if the guards need support and I'm disappointed they're not getting it. My train wouldn't move if it wasn't safe to do so regardless of the amount of abuse I got...
--- old post above --- --- new post below ---

Bullying individual's are less likely to kick off, with platform staff, a guard and MTSO's present, hopefully...

Having been on the end of angry passengers for a few years as platform staff tell me how bad these people get?! You make it sound as if they force the crew to accept their bike or give 2 on the bell themselves? IF it isn't safe then why would the train be moved?!

Also, who is being placed on the platforms to deal with this?

 

[Dave1987]

Yep i understand this to be the case also, however those that are to be placed upon the platforms advising of the limit's of carriage are the MTSO's. Bullying individual's are less likely to kick off, with platform staff, a guard and MTSO's present, hopefully...

IMO commuters are far far worse for being aggressive with staff than leisure travellers, simply because they believe they know exactly how the system works and a lot believe they could do a far better job, you only have to look at Twitter to realise that! Just because they believe they should be able to take their bike onto the train automatically means they can and will do.

 

[scott118]

IMO commuters are far far worse for being aggressive with staff than leisure travellers, simply because they believe they know exactly how the system works and a lot believe they could do a far better job, you only have to look at Twitter to realise that! Just because they believe they should be able to take their bike onto the train automatically means they can and will do.

totally agree, yet the guard is the jobsworth, blah blah. Leisure travellers are usually enjoying their day off from work, so aren't as stressed. Stress, pressure, there's no excuse for their ignorance. As a DOO driver, people will calm down quicker, as they appreciate that if you aren't able to complete your duties safely, their train doesn't move. Local managers have advised previously threatened guards, to make the train safe, give two, then remain in the back cab until the said instigator has left the train. However what ever you do, don't delay the train. Thanks for the support guys...No revenue checks, no further confrontation, no delays, no duty of care. As most know BTP take an age to respond if at all they do. File a report, contact control to advise, possible barrier issues/onward travel irregularities and upon reaching your end destination, your only hope is that they have got off earlier or indeed, the time taken has allowed them to calm down and their wish/want to get themselves home is greater than picking another fight with the guard, because again, they know the railway best..

I'm not saying that this is a daily battle, however as fares increase, people are more inclined to shout off at the only point of contact. The guard usually. If AGA are to at least enforce changes, then at least put measures in place that will assist them. Is a safe working environment too much to expect, when they sign on?
--- old post above --- --- new post below ---

Also, who is being placed on the platforms to deal with this?

MTSO's are allegedly being placed on the platforms at both NRW and CBG, i'm informed. Whether this remains to be the case, time will only tell. Those alongside, CBG dispatch, will give a valuable presence to those who think their ticket also allows, guaranteed carriage of their cycle..

 

[Richard1960]

Hi i bought a week season ticket between Harlow Town and Cambridge and a £111 ticket Greater Anglia plus Cambridge,suffolk,Norfolk all zones yesterday and all week when passing through Cambridge the ticket would not open the barriers either in Cambridge or Norwich.

The barrier guard made me que again yesterday despite me telling him it would not work, and i missed my train.

Got to Norwich Customer service kiosk on the platform they told me nobody could see me but offered a £10 voucher,i said there is a board at the front of the station saying a customer service rep is available they said they had never seen it.

I then went to the board and phoned upstairs they apparently only had one person available who would not see me.

My tickets have all week have not worked in the Harlow Town machine (Harlow to Cambridge) or any of the machines in Cambridge or Norwich i was told at Cambridge by their customer service that the Anglia Plus weekly season covers such a large distance it may not Work at the gates,most have let me through but this man yesterday made me miss my train.


I will not even go into the Norwich to Cambridge 19.40 service that was supposed to go from platform 6 but left from platform 3 they made an announcement on the platform which was not audible on the platform 6 train high up on the end platform,only another passenger who had just come off the platform told me,Fred Carno could not make this stuff up.

After paying the thick end of £200 for a weeks travel do i feel it is good enough er no.

 

[stu227]

The barrier guard made me que again yesterday despite me telling him it would not work, and i missed my train.

Got to Norwich Customer service kiosk on the platform they told me nobody could see me but offered a £10 voucher,i said there is a board at the front of the station saying a customer service rep is available they said they had never seen it.

I then went to the board and phoned upstairs they apparently only had one person available who would not see me.

My tickets have all week have not worked in the Harlow Town machine (Harlow to Cambridge) or any of the machines in Cambridge or Norwich i was told at Cambridge by their customer service that the Anglia Plus weekly season covers such a large distance it may not Work at the gates,most have let me through but this man yesterday made me miss my train.

This is the kind of thing they're really bad at. I don't get it. There seems to be a culture endemic throughout the company of assuming the customer is trying to rip them off. Instead of applying common sense, and fair revenue protection policies, they have a number of jobsworth aggressive employees who do this kind of thing all the time. Bernard on LST barriers is the same, and an old guy called 'Dave'.

Until whoever runs the line sorts out this kind of attitude problem, they'll be forever fighting an uphill battle.

 

[Richard1960]

This is the kind of thing they're really bad at. I don't get it. There seems to be a culture endemic throughout the company of assuming the customer is trying to rip them off. Instead of applying common sense, and fair revenue protection policies, they have a number of jobsworth aggressive employees who do this kind of thing all the time. Bernard on LST barriers is the same, and an old guy called 'Dave'.

Until whoever runs the line sorts out this kind of attitude problem, they'll be forever fighting an uphill battle.

Yes they need more ticket guys like the lovely west indian guy at Harlow Town station always ready with a laugh and a joke especially about english cricket !,really really lovely guy on the barriers those that have bumped into him will remember him.

Greater Anglia has some really great staff but they as ever are let down by the "Jobsworths" sadly.

There is a lovely guard usually operates on the sheringham ,lowestoft,Cambridge lines who has some good one liners such as "young persons rail pass" i would say he is in his 60s and about 6ft tall but has a lovely jokey way about him even if you are fed up he brightens the day up on one trip he was running out of small change those in the carriage all had a whip round and he gave us £1 coins for loose change to the same value..

 

[EssexGonzo]

Yes they need more ticket guys like the lovely west indian guy at Harlow Town station always ready with a laugh and a joke especially about english cricket !,really really lovely guy on the barriers those that have bumped into him will remember him.

Greater Anglia has some really great staff but they as ever are let down by the "Jobsworths" sadly.

Absolutely spot on.

A couple of weeks ago I started to write here about some appalling treatment my wife and a handful of others had suffered to to incorrect departure board / platform allocation / announcements at Shenfield but lost the will to live half way through. A particularly nasty gateline staff member at LST could not have made the experience worse for them given that the advertised train should have stopped at SRA but went straight through.

After a brush off from customer services, a letter to the CEO yielded not only a very nice apology and admission that they were wrong but also an unsolicited cash payment way above what I'd expect to see which was a surprise!

All down to one person, who's in the minority among AGA staff, who frankly should not be allowed anywhere near passengers. Or other human beings. Or small animals.

 

[samuelmorris]

Every company suffers bad employees from time to time - hopefully with enough time they'll be ditched, but there will always be a few. What is less forgivable is bad management - i.e. the processes not being in place, such that even helpful staff are unable to offer passengers what they need. That's far more of an issue to sort out, and what is being put up with at Norwich sounds like a prime example.

 

[jon0844]

This is the kind of thing they're really bad at. I don't get it. There seems to be a culture endemic throughout the company of assuming the customer is trying to rip them off. Instead of applying common sense, and fair revenue protection policies, they have a number of jobsworth aggressive employees who do this kind of thing all the time. Bernard on LST barriers is the same, and an old guy called 'Dave'.

Until whoever runs the line sorts out this kind of attitude problem, they'll be forever fighting an uphill battle.

I got a ticket from Cheshunt yesterday, from the ticket office as I didn't have time to buy on my app to collect.

So I go and ask for a Tottenham Hale to Welwyn Garden City single, with Gold Card discount, and via Victoria Line north.

She then goes to look at my Gold Card and starts really staring at it. I realise she must be looking at what stations it covers, as she then says 'But how will you get from here to Tottenham Hale?'. Rather than say 'none of your business' I say 'Oyster' and she asks to see it! (Note, see it as in visually see I have one, not to read it to see if I have anything on it!).

So, now having shown the card, she goes to look at the tickets and mentions that I must know my stuff because I didn't just buy a ticket from Cheshunt like everyone else does. I say it's because it's cheaper and she's now looking at me again like I'm doing something wrong or underhand.

Then she now tells me that, yes, it is cheaper - especially going via Victoria Line instead of Liverpool Street (more expensive AND slower). I knew that, and didn't realise she was trying to verify what I said was true!

Finally, before she lets me buy, she asks how I'm getting back. I say I'm not, but she then points out it's hardly any more expensive to get a return.

Fine, maybe it is, but I'm not coming back today!!!

Eventually, she sells me the ticket and I'm on my way - but miss the train that has pulled in during my transaction that will be the last time, as I'll make damn sure I always buy online and collect from a TVM that doesn't ask questions!

 

[scott118]

Yes they need more ticket guys like the lovely west indian guy at Harlow Town station always ready with a laugh and a joke especially about english cricket !,really really lovely guy on the barriers those that have bumped into him will remember him.

Greater Anglia has some really great staff but they as ever are let down by the "Jobsworths" sadly.

There is a lovely guard usually operates on the sheringham ,lowestoft,Cambridge lines who has some good one liners such as "young persons rail pass" i would say he is in his 60s and about 6ft tall but has a lovely jokey way about him even if you are fed up he brightens the day up on one trip he was running out of small change those in the carriage all had a whip round and he gave us £1 coins for loose change to the same value..

Is this the very same guy who, dispatched drivers/trains from HT, against red signals? Was issued with the heaviest dispatch bat known to staff, as it never appeared above his waist, until those 'jobsworth' drivers insisted he dispatched in accordance? Who reported drivers for stop short incidents, ie 4 car units not on their stop boards in a 12 car platform? Lets hope not.

Sheringham - the saga express line. By loose change, do you mean crowns, shillings and pence? As most, will be able to recall that currency, for sure. A heritage line with a daily service. It truly is a part of the railway that has fought reform for decades. Ask Tesco..

Jobsworth's are every where, not just within AGA. However they are the one's, who are often often called into question, when those who do their duty, more than adequately, are often ignored, nor rewarded..

 

[TheEdge]

I got a ticket from Cheshunt yesterday, from the ticket office as I didn't have time to buy on my app to collect.

So I go and ask for a Tottenham Hale to Welwyn Garden City single, with Gold Card discount, and via Victoria Line north.

She then goes to look at my Gold Card and starts really staring at it. I realise she must be looking at what stations it covers, as she then says 'But how will you get from here to Tottenham Hale?'. Rather than say 'none of your business' I say 'Oyster' and she asks to see it! (Note, see it as in visually see I have one, not to read it to see if I have anything on it!).

And so on...

Or with different spin applied;

Attentive member of ticket office staff ensures a passenger is purchasing the correct ticket for the journey they are making and offering alternative tickets and services that may be more suitable.

 

[VauxhallandI]

Or with different spin applied;

Attentive member of ticket office staff ensures a passenger is purchasing the correct ticket for the journey they are making and offering alternative tickets and services that may be more suitable.

Jeez, I guess you would argue the vampire was only asking to come in to use the toilet!

 

[TheEdge]

Jeez, I guess you would argue the vampire was only asking to come in to use the toilet!

No I'm implying that behaviour that may seem poor to person A can very easily seem fine to person B.