Blackfriars - New Years Eve

[Mike395]

Hi,

I went down to London with a couple of friends to celebrate the New Year last night (Happy New Year to all of you by the way ) and had a good night. However, we had a few problems getting home...

At Bedford on the way down the signs said 'Last train back from Blackfriars 0129'. Anyway, to cut a long story short we got to Blackfriars to find the station entrance locked at 1:20, with no staff at the entrance or signs explaining what was happening. A quick conversation with a nearby police officer established that the station (or that entrance, anyway) had been shut for about half an hour! A family member then had a 100 mile round trip to get us home.

Now I have no problems with them closing the station if it was overcrowded, or if they'd just shut that entrance (and let us know that was the case!) but there was no communication, no staff member, just a locked gate.

I suppose my question is do you think this is reasonable grounds for a refund on the ticket? And if so, who do I write to, as I can't find a postal address on the FCC site apart from the Delay Repay freepost address. (and the train itself left on time, just it looked fairly empty as it crossed the bridge, so I'm not entitled to a refund under that scheme I wouldnt have thought?)

Thanks,

Mike

 

[yorkie]

Either a refund or a taxi/coach back for all customers intending to get te advertised service.

photocopy the tickets in case they lose them (NXEC used to 'lose' many)
--- old post above --- --- new post below ---
the service DID run but I guess didn't have anyone on 'til City Thameslink... Easy for me to say now but I'd have walked there, it's not very far.

 

[paul1609]

FCC customer relations are in Plymouth:
0845 026 4700, 0845 676 9904, 0800 975 1052
Freepost RRBR-REEJ-KTKY FCC Customer Relations PO Box 443 PLYMOUTH PL4 6WP customer.relations.fcc@firstgroup.com http://www.firstcapitalconnect.co.uk true

 

[90019]

0845 026 4700

01752 675 661 to go straight to customer relations, rather than through the 0845 number.

 

[merlodlliw]

Hi,

I went down to London with a couple of friends to celebrate the New Year last night (Happy New Year to all of you by the way ) and had a good night. However, we had a few problems getting home...

At Bedford on the way down the signs said 'Last train back from Blackfriars 0129'. Anyway, to cut a long story short we got to Blackfriars to find the station entrance locked at 1:20, with no staff at the entrance or signs explaining what was happening. A quick conversation with a nearby police officer established that the station (or that entrance, anyway) had been shut for about half an hour! A family member then had a 100 mile round trip to get us home.

Now I have no problems with them closing the station if it was overcrowded, or if they'd just shut that entrance (and let us know that was the case!) but there was no communication, no staff member, just a locked gate.

I suppose my question is do you think this is reasonable grounds for a refund on the ticket? And if so, who do I write to, as I can't find a postal address on the FCC site apart from the Delay Repay freepost address. (and the train itself left on time, just it looked fairly empty as it crossed the bridge, so I'm not entitled to a refund under that scheme I wouldnt have thought?)

Thanks,

Mike

OK I live in the sticks, but I thought all services were free after midnight?

or as this changed ( I refer to trains, under and overground etc

 

[Daniel]

OK I live in the sticks, but I thought all services were free after midnight?

or as this changed ( I refer to trains, under and overground etc

Sir Boris Johnson decided he didn't have the money for National Rail this year =P

 

[ChrisTheRef]

I'd also get them to repay your family members petrol at 15p per mile.

 

[Old Timer]

I am a bit mystified by all this.

Firstly FCC have a published special timetable which shows the last train to Luton at 2332 on Thurs 31st and the last train to Bedford as being 0059 on 1st Jan.

For many months now Thameslink through Blackfriars has been closed betwee 2230 and 0430 for the Thameslink Project work, hence no service as such like that has run for a long long time.

Did it not occur to check the special timetable which would have given you this information ?

http://www.firstcapitalconnect.co.uk/Main.php?iCmsPageId=64


By the way, a little checking would have established this and saved a few peope from righteous indignation for a problem that was not necessarily that of FCC.

 

[yorkie]

Old Timer, the train did run. If you have contacts in the industry, ask them to look it up on TRUST

The issue seems to be that the station was locked, there is no question of whether the service was timetabled to run or not.

 

[Old Timer]

Old Timer, the train did run. If you have contacts in the industry, ask them to look it up on TRUST

The issue seems to be that the station was locked, there is no question of whether the service was timetabled to run or not.

All most strange. I have just re-run the enquiry and now its is showing a train at 0129, which was not showing before.

Which entrance did they try, there are currently only two entrances. One off Blackfriars bridge and the other one at the front of the station on Queen Victoria St.


Problem solved.

Page 63 shows the last train as being 0129, but page 67 shows it at 0059.....Errrr ????

 

[royaloak]

train ran as -
2G07 0129 Blackfriars - Bedford 0252.
calling at- St Pancras then all stations.

 

[westcoaster]

I'm sure if you wait mackenzie blu will come along and give an explination, I'm sure the southbank entrance woukd have been shut due to crowd control, so queen victoria street should have been open?

 

[Mike395]

Thanks for all your help guys

I've decided to ask for a refund on the grounds that there was no staff or notices on the entrance at Blackfriars to advise that there was another entrance if indeed the other one was open (as we were, in fairness, on the South Bank, but it had died down by that point crowd-wise) and it was that lack of directions on the correct way in that caused me to miss the train. Do you think that is fair/reasonable on my part?

 

[Old Timer]

Well you could certainly try, just a shame you did not know how close City Thameslink is, as to be honest its almost as quick to walk to there as it is to go into Blackfriars main entrance and walk along the southbound platform in order to reach the northbound platform

All I would say is that the main entrance to Blackfriars is on Queen Victoria St, which unless there was some sort of staff shortage or last minute change of plan closing the station down, would have been open and I anticipate this would be the response from FCC.

Still nothing ventured nothing gained.

 

[Mike395]

The last train didn't stop at City (was fast to St Pancras) - I thought of that

I do take your point, and I'm not 100% sure I will get anything....the thing is, as a first-time user of Blackfriars there's nothing obvious to say 'there is another entrance to use if this one is shut' (let alone a 'this is how you get there') or even any acknowledgement on paper that the entrance would be shut on NYE (I'd expect it whilst the bulk of the crowds were there as there is another entrance but once the crowds dispersed...and even then there should still be a notice!).

As you said though, nothing ventured nothing gained.

 

[yorkie]

If that is the reason, I would not accept it. Surely there should be a notice saying an alternative entrance is open? Take it to Passenger Focus if you do not get an adequate response, and take it further if need be.

 

[jon0844]

Seems like a FCC cock up here. If they've got two last trains in their Christmas/New Year timetable booklet (I can't tell, I didn't pick one up) then perhaps someone locked up having only seen the 0059 one.

So, it wouldn't necessarily be the fault of the station staff who could have also had duff documents given to them.

Definitely complain. I'm sure that they'll compensate you as required for this mistake and there will be no major harm done.

If they don't, give them hell - considering you know the train did run (and this has been confirmed via TRUST just in case there was any doubt).

Everyone can make a mistake; it's how a company deals with it that makes the difference.

 

[merlodlliw]

Sir Boris Johnson decided he didn't have the money for National Rail this year =P

Many thanks,


M

 

[jon0844]

To be honest, most people coming in via overland rail would have a return ticket anyway (or should, it's usually just 10-20p more) and tickets are valid until 0430 or the last train.

Therefore, I'm not entirely sure what benefit there was of the tax payer (or a sponsor who passes the cost on indirectly) of giving free rail travel.

The buses and tubes are different, although even that's easy now with Oyster PAYG. However, I wouldn't be popular for suggesting we scrap free travel altogether (even if it is probably a good way of saving some money!).

 

[Old Timer]

Remember it was ING who subsidised the LUL/Bus services, not LUL or the Mayor of London.

Personally I think Jonmorris0844 that you are right, and for those critics of Boris Johnson, it would not have been true Londoners who would have benefitted anyway.

So far I admit that Johnson has worked hard to keep money for public transport in London, much to the chagrin of his many detractors.

 

[jon0844]

Well, there are probably many inside-M25 stations only reachable by rail (when I lived in Enfield, I had Enfield Chase, Gordon Hill, Enfield Town, Southbury or Turkey Street - but no tube) but as I said, you'd probably have come in earlier and got a ticket anyway.

How many people would suddenly decide to take a train out there if they hadn't already come in earlier?

The same doesn't quite apply to the tube or London buses where you only have single tickets and more short-hops (you may have walked before, or even got a cab) - and pay as you go ticketing.

NOW you have PAYG ticketing, so perhaps next year Oyster PAYG can be free at this time and those railway stations in Z1-6 will be covered anyway?

 

[Helvellyn]

NOW you have PAYG ticketing, so perhaps next year Oyster PAYG can be free at this time and those railway stations in Z1-6 will be covered anyway?

If a sponser is willing to pay for the whole lot, then yes, maybe that will happen.

 

[ralphchadkirk]

Well all tubes and buses were free from 2345 to 0430

 

[mackenzie_blu]

I'm sure if you wait mackenzie blu will come along and give an explination, I'm sure the southbank entrance woukd have been shut due to crowd control, so queen victoria street should have been open?

Nice to be remember. Im at Blackfrairs (on nights) tonight and will investiagte this futher.

It could have been a case of the BTP or City of London Police closing the station.

Thanks for all your help guys

I've decided to ask for a refund on the grounds that there was no staff or notices on the entrance at Blackfriars to advise that there was another entrance if indeed the other one was open (as we were, in fairness, on the South Bank, but it had died down by that point crowd-wise) and it was that lack of directions on the correct way in that caused me to miss the train. Do you think that is fair/reasonable on my part?

I hate to say it but there are signs on the South Bank for the other entrance and I walked out of the riverside exit on new years eve around 1200 and the signs were all there so i suggested FCC will use these to say you should have looked for the other entrance. St Pauls walk isn't the main entrance so is likely the first one closed especially on occasions where heavy traffic will impact the station.

Seems like a FCC cock up here. If they've got two last trains in their Christmas/New Year timetable booklet (I can't tell, I didn't pick one up) then perhaps someone locked up having only seen the 0059 one.

So, it wouldn't necessarily be the fault of the station staff who could have also had duff documents given to them.

Definitely complain. I'm sure that they'll compensate you as required for this mistake and there will be no major harm done.

If they don't, give them hell - considering you know the train did run (and this has been confirmed via TRUST just in case there was any doubt).

Everyone can make a mistake; it's how a company deals with it that makes the difference.

Just confirm that staff knew there was supposed to be a 0129 northbound trin and that the station closed at 0130. Ive got a feeling they closed the secondary entrance due to staff issues and to ensure the station was closed at the right time.

Or it could have been the platforms were so full that it was unlikely anyone else would have got on the train and measures to ensure the platforms weren't overcrowd (as well as the train) and the safety of everyone using the service.

 

[Mike395]

Thanks again for all your help - will just update you

I have sent a letter to FCC today - enclosing my ticket but written more in a suggestive tone rather than actively seeking a refund - suggesting that they make signage at the South Bank entrance more obvious as to where the 'main' entrance is, maybe having a laminated sign next to the gate saying that it isnt the main entrance would be an idea

Will see what the reply is (if any, I daresay they may not have time unless they do decide to refund my ticket price) and post it here - but other than that I'm not going to persue it any further - thanks again for all your help (especially Yorkie and mackenzie - but everyone else too!)

Mike

 

[mackenzie_blu]

Thanks again for all your help - will just update you

I have sent a letter to FCC today - enclosing my ticket but written more in a suggestive tone rather than actively seeking a refund - suggesting that they make signage at the South Bank entrance more obvious as to where the 'main' entrance is, maybe having a laminated sign next to the gate saying that it isnt the main entrance would be an idea

Will see what the reply is (if any, I daresay they may not have time unless they do decide to refund my ticket price) and post it here - but other than that I'm not going to persue it any further - thanks again for all your help (especially Yorkie and mackenzie - but everyone else too!)

Mike

Biggest Irony here, FCC isn't responable for external signage around the Blackfriars site. Its a pure deal between NR and TfL (streets). Both don't want FCC signs and are providing their own. (Badly).

 

[Mike395]

But surely it's in their interest for FCC to provide good signage if they can't? After all from a customer viewpoint all services are FCC-operated at the moment (I know SE run southbound services to Kent - at least I believe this is where the official transition happens? - but they're still branded as FCC)

 

[djw1981]

I'd also get them to repay your family members petrol at 15p per mile.

IIRC HMRC recommend running costs of a vehicle as 35p per mile.

 

[mackenzie_blu]

But surely it's in their interest for FCC to provide good signage if they can't? After all from a customer viewpoint all services are FCC-operated at the moment (I know SE run southbound services to Kent - at least I believe this is where the official transition happens? - but they're still branded as FCC)

FCC have no power to put signs up outside. If they did they would be charged for the removal of them. It would be classed along with fly postering (if its called that?). FCC aren't the ones doing the internal signage (, its all Network Rail,) but I can assure you that all staff at Blackfriars from the bottom to the area manager is pushing for more and better signage as we know what does and doesn't work.

The transition bewteen TOC's offically happens on both south and north bound platforms.