I've been meaning to make a brief visit Brookmans Park for a few weeks and had an opportunity earlier this evening. Unfortunately the journey was not as straightforward as it should have been. I'm posting this here in the hope that GTR and NRE management might read it and reflect on the advice 'normal' passengers have to rely on.
I caught the 18:10 from Stevenage intending to change at Welwyn Garden City onto the 18:28 departure towards Moorgate. Unfortunately the 18:28 was cancelled meaning I arrived 30 minutes later than planned.
I planned to return on the 19:38 changing again at WGC. Unfortunately this train as well as the next one at 20:08 was cancelled due to a shortage of drivers, meaning that I would be delayed for an hour.
I decided to see use the 'Help Point' at the station to see what advice 'normal' passengers are given.
The call was answered promptly. The NRE agent tried her best to assist and asked if she could phone my back in a few minutes after she had sought some advice. I said this was tricky as I was using a help point so I gave her my mobile number. She asked how many other passengers were waiting (there was only me).
I received a call back a few minutes later. The agent told me I would need to wait an hour until the next train. I asked if it was possible to arrange for an additional stop to be made on a passing train. After being put on hold again I was told probably not but if this changed it would be posted on the station departure board.
Being an experienced rail passenger I knew that it would be quicker to head one station south to Potters Bar on the 19:39 and change there. An unofficial 3 minute connection would see me arrive back at SVG with no delay, worse case would see me arrive half an hour later than planned but still half an hour earlier than waiting for the next northbound train from BPK. I suggested this to the agent but she originally said it would be no quicker than waiting for the next train. After checking again she agreed with me.
I asked the agent if my ticket would be valid to travel via Potters Bar. After being placed on hold again I was told 'probably not' because two different companies run the trains - Great Northern to Potters Bar and Thameslink from Potters Bar to Stevenage!
After pressing the point that I only wanted to travel via PBR due to disruption the agent told me to check with on board staff. I told her that that there are no staff on board, only the driver. She then told me it would be best to buy a ticket to Potters Bar and claim it back. I told her I had no money to do so (I did have money but there was no way I was going to do this). She then said the best thing to do would be to call Thameslink customer services and ask them. At this point the train to Potters Bar was about to arrive so I thanked the agent for her help and terminated the call.
As I was getting on the train I heard an announcement on the platform saying that passengers for Hatfield and Welwyn Garden City should board the train to Potters Bar and change there. This seemed to be a manual rather than automated announcement although the station was unstaffed when I was there. I don't know if the announcement was as a result of my call to NRE but I suspect it's highly likely.
I made the connection easily at PBR (the train was running late) so I mitigated the delay to my journey. A 'normal' passenger following NRE advice would potentially have:
Been delayed unnecessarily by an hour
Purchased an additional ticket they didn't need (and no doubt had difficulties getting it reimbursed)
Felt that getting reliable advice during disruption is a major hassle and waste of time.
I wonder if this is one-off or if this is the normal type of answer to such a problem?
I caught the 18:10 from Stevenage intending to change at Welwyn Garden City onto the 18:28 departure towards Moorgate. Unfortunately the 18:28 was cancelled meaning I arrived 30 minutes later than planned.
I planned to return on the 19:38 changing again at WGC. Unfortunately this train as well as the next one at 20:08 was cancelled due to a shortage of drivers, meaning that I would be delayed for an hour.
I decided to see use the 'Help Point' at the station to see what advice 'normal' passengers are given.
The call was answered promptly. The NRE agent tried her best to assist and asked if she could phone my back in a few minutes after she had sought some advice. I said this was tricky as I was using a help point so I gave her my mobile number. She asked how many other passengers were waiting (there was only me).
I received a call back a few minutes later. The agent told me I would need to wait an hour until the next train. I asked if it was possible to arrange for an additional stop to be made on a passing train. After being put on hold again I was told probably not but if this changed it would be posted on the station departure board.
Being an experienced rail passenger I knew that it would be quicker to head one station south to Potters Bar on the 19:39 and change there. An unofficial 3 minute connection would see me arrive back at SVG with no delay, worse case would see me arrive half an hour later than planned but still half an hour earlier than waiting for the next northbound train from BPK. I suggested this to the agent but she originally said it would be no quicker than waiting for the next train. After checking again she agreed with me.
I asked the agent if my ticket would be valid to travel via Potters Bar. After being placed on hold again I was told 'probably not' because two different companies run the trains - Great Northern to Potters Bar and Thameslink from Potters Bar to Stevenage!
After pressing the point that I only wanted to travel via PBR due to disruption the agent told me to check with on board staff. I told her that that there are no staff on board, only the driver. She then told me it would be best to buy a ticket to Potters Bar and claim it back. I told her I had no money to do so (I did have money but there was no way I was going to do this). She then said the best thing to do would be to call Thameslink customer services and ask them. At this point the train to Potters Bar was about to arrive so I thanked the agent for her help and terminated the call.
As I was getting on the train I heard an announcement on the platform saying that passengers for Hatfield and Welwyn Garden City should board the train to Potters Bar and change there. This seemed to be a manual rather than automated announcement although the station was unstaffed when I was there. I don't know if the announcement was as a result of my call to NRE but I suspect it's highly likely.
I made the connection easily at PBR (the train was running late) so I mitigated the delay to my journey. A 'normal' passenger following NRE advice would potentially have:
Been delayed unnecessarily by an hour
Purchased an additional ticket they didn't need (and no doubt had difficulties getting it reimbursed)
Felt that getting reliable advice during disruption is a major hassle and waste of time.
I wonder if this is one-off or if this is the normal type of answer to such a problem?
