Not so Greater Anglia

[djdave]

So, day one for this Mickey Mouse operation that's been completely and utterly useless for over 25 years.

One, National Express, Greater Anglia, or whatever you want to call yourselves this year. The Liverpool Street line is nothing short of a shambles.

They didn't fail to disappoint this morning. 5.58am from Chelmsford cancelled and then the 6.14 turns up over 10 minutes late, so a delightful 35-40 minute wait for everyone. Points failures at Manningtree and Liverpool Street area, same old rubbish over and over and over again.

354.90 for a monthly ticket now from Chelmsford to Canary Wharf too, just to make sure you pay for the delightful experience on traveling on this joke of a service.

National Rail have done continued "engineering work" on this line and it's got progressively worse.

Rolling stock is 20 years out of date. Doors not closing properly between carriages, opening during the journey and hitting passengers with a -2 wind in your face for the entire journey. In the summer you can also endure the added bonus of no air conditioning. It's like something out of the dark ages.

When are these jokers going to get their house in order? I'm so sick of commuting with these inept monkeys at the helm. How can they get away with this appalling line?

 

[Wyvern]

I understand train lengths have also been cut. i.e: 3 car to 2 car and 12v car to 8 car.

This I guess will be source of the much trumpeted extra trains the north is getting?

 

[Eagle]

When are these jokers going to get their house in order? I'm so sick of commuting with these inept monkeys at the helm. How can they get away with this appalling line?

Uh? Who are you referring to? Abellio Greater Anglia have been at the helm for a total of 34 hours. You can't expect bleeding miracles overnight!

 

[Pugwash]

Suggest complaining to your local MP about the service, I have done re fares already, will complain about service levels this week.

 

[asylumxl]

[Pedant] Network Rail do engineering work [/Pedant]

 

[ginger]

Well we didn't think it could get any worse but it has! Turfed off at Stratford with 2 mins notice......waited for 4 trains to try and get on at platform 5.....all rammed to the gunnels!

At least the Tube was working properly..........and the Website is still down........

First large lump of humble pie from Ruud on its way......what a joke!!!!!

 

[Eagle]

First large lump of humble pie from Ruud on its way......what a joke!!!!!

*sigh*

How is any of this Abellio's fault exactly? What do you want them to have done?

 

[Pugwash]

*sigh*

How is any of this Abellio's fault exactly? What do you want them to have done?

Detailed in their bid that Rolling stock would be handed over in a decent condition.

They have admitted themselves that they cannot run the 321's at over 60 mph in the snow, surely this raises whether they are fit for purpose and the leasing companies should be made to rectify them.

 

[Eagle]

Detailed in their bid that Rolling stock would be handed over in a decent condition.

Uh? You mean that NX would hand over the rolling stock in decent condition, surely.

They have admitted themselves that they cannot run the 321's at over 60 mph in the snow, surely this raises whether they are fit for purpose and the leasing companies should be made to rectify them.

Oh, so within 24 hours they are supposed to have suddenly sourced a whole new fleet to replace these "unfit" 321s, or upgraded the lot...

This is a long-term problem, and anyone thinking that it would magically change overnight when Ruud took over needs their head examined.

 

[ginger]

They have been belating about giving Great Customer Service for months and day one.....a bit of snow.....communication with Customers truely shocking! Staff have no clue what is going on.....it was a farce!

Whilst the singal failure happened at the worst possible time (and is clearly down to Nitwit Rail) the stream of train failures IS the responsibility of the TOC........given that NX and the wonderful people at DAFT has deemed to run the 1980s flea boxes into the ground, then why are we surprised? Answer we are not!

Whoever got the caretaker franchise was taking on a complete pup but to fail on the basics day one.....well done Ruud!

And the website still is not working.......is that due to snow ingress? or just poor planning!!!!!

 

[Pugwash]

Uh? You mean that NX would hand over the rolling stock in decent condition, surely.



Oh, so within 24 hours they are supposed to have suddenly sourced a whole new fleet to replace these "unfit" 321s...

Surely that was their choice when they bid for the franchise ? and they should have arranged with their leasing company, I as a customer really don't care for the franchising details of my rail provider, just that I get a decent service, given the fares have just gone up again customers have a right to demand a decent level of service, our money has / is being taken, we should receive a decent level of service in exchange.

Clearly the DFT have cocked up on this one, unfortunately Abelio are taking the rap. Many companies are profiting from rail privatisation, it is about time they took the risk with the reward.

 

[ginger]

Surely that was their choice when they bid for the franchise ? and they should have arranged with their leasing company, I as a customer really don't care for the franchising details of my rail provider, just that I get a decent service, given the fares have just gone up again customers have a right to demand a decent level of service, our money has / is being taken, we should receive a decent level of service in exchange.

Clearly the DFT have cocked up on this one, unfortunately Abelio are taking the rap. Many companies are profiting from rail privatisation, it is about time they took the risk with the reward.

here here!!!!!!!!!!!!!!!!

 

[YorkshireBear]

The source of the much trumpeted trains the north is getting is the 172 cascade... im rather confused by that comment. If you are referring to 317s this is a rumour by a member here with no proof as of yet....

And to the ones complaining, i dont understand, abeliio come in and wave a magic wand and all is better? How on earth did you expect them turn things around in less than 48 hours? Its the same staff and trains! Changes come through management which wont take effect immediately because well it doesnt work like that.

321s cant run over 60 mph in snow and ice? Yes.... So youd prefer them to break down then?
You cant design a train to operate perfectly in all conditions as it is expensive therefore your fares go up. Which you would complain about. The most likely scenario is that this is the only snow we will get in 2012.... so id say a few days out of 365 isnt bad to be honest. I think a few of you need to get real.
--- old post above --- --- new post below ---

I as a customer really don't care for the franchising details of my rail provider

I wouldnt suggest posting on a rail forum then.... as that is all you are going to get. Post on another forum where you can all get angry without anyone providing any facts.

 

[Eagle]

Surely that was their choice when they bid for the franchise?

Not at all, there aren't a lot of alternatives going around for what could run the service. Unless you're proposing a full fleet swap with another TOC or something (and then have them screwed when it snows on their patch).

Or an entirely new, self-financed*, fleet order, which given the bids were only submitted about eight months ago still wouldn't have been built by now.


*and of course Abellio aren't made of money; if they were your ticket prices would be a hell of a lot higher!

 

[ginger]

I think a few of you need to get real./QUOTE]

I think the point is the complete lack of information this morning......whilst NX were very bad at that Abelio has made great play of the fact that Customer Service will be the priority and that Customers come first.......well after being well and truely dumped this morning with no warning or apology I think I am entitled to get irate!

Certain things - like giving Customers up to date and accurate information - has nothing to do with the massive long term investment that is required to put the "Great" back into the Great Eastern Mainline.

QUOTE - Driver on approach to Stratford.....8.15am

"Control have just told me I have to terminate the train at Stratford. Unsure why. My apologies"

UNQUOTE

No station staff around at Stratford and one annoucement telling us to go to platform 5 where the next period of farce began....if they cant handle 3 trains terminating at Stratford due to a bit of snow what will it be like during the Olympics??

Is it too much to ask just to let your paying Customers know what is going on?

 

[Eagle]

"Control have just told me I have to terminate the train at Stratford. Unsure why. My apologies"

Control are Network Rail, not GA. If NR haven't told GA the details it's not GA's fault.

 

[cj_1985]

not the best of weekends for the new operator to take over... what with engineering works and the weather etc.

as for stock issues... i'd put that down to under-investment by national express during their management.

remember that when National Express took over they were fine for a few weeks/months before the Nat Ex mentality bedded in and everything started going to sh*t.

frankly i think its going to be a few months (probably post olympic/paralympic games) before you can fairly judge this new lots management, as there will still be alot of National Express decisions having lasting effects in the short term

 

[YorkshireBear]

I think a few of you need to get real./QUOTE]

I think the point is the complete lack of information this morning......whilst NX were very bad at that Abelio has made great play of the fact that Customer Service will be the priority and that Customers come first.......well after being well and truely dumped this morning with no warning or apology I think I am entitled to get irate!

Certain things - like giving Customers up to date and accurate information - has nothing to do with the massive long term investment that is required to put the "Great" back into the Great Eastern Mainline.

QUOTE - Driver on approach to Stratford.....8.15am

"Control have just told me I have to terminate the train at Stratford. Unsure why. My apologies"

UNQUOTE

No station staff around at Stratford and one annoucement telling us to go to platform 5 where the next period of farce began....if they cant handle 3 trains terminating at Stratford due to a bit of snow what will it be like during the Olympics??

Is it too much to ask just to let your paying Customers know what is going on?

You can not change a system in 36 hours. At work, have you ever changed the ethos of the entire company and the systems that help it operate? If yes, have you ever done it over night in the most diffcult circumstances that the your buisness can throw at you. (snow Network rail failing)
--- old post above --- --- new post below ---

not the best of weekends for the new operator to take over... what with engineering works and the weather etc.

as for stock issues... i'd put that down to under-investment by national express during their management.

remember that when National Express took over they were fine for a few weeks/months before the Nat Ex mentality bedded in and everything started going to sh*t.

frankly i think its going to be a few months (probably post olympic/paralympic games) before you can fairly judge this new lots management, as there will still be alot of National Express decisions having lasting effects in the short term

Thats a much better way of putting it...

 

[Zoe]

Control are Network Rail, not GA. If NR haven't told GA the details it's not GA's fault.

So Greater Anglia don't have their own control centre like FGW at Swindon and instead this is done by Network Rail?

 

[WillPS]

This thread is farce.

 

[dk1]

Following points failure at Manningtree There where then multiple points failures at Liverpool Street resulting in a loss of some platforms. Probably the reason for the Stratford termination. Easier then to send train on to the Temple Mills lines to reverse & out to Orient Ways sidings.

 

[O L Leigh]

Oh hello. It's the bandwagon again.

*Waves at it passes*

O L Leigh

 

[captainbigun]

It's been a pretty horrendous start but they haven't exactly helped themselves. Returning the 9 317/7s (although I understand there's a short term reversal on that in part at least) was never going to bode well. The diagrams that were 317s are now 321s which have to come from somewhere, shortening other services and asking IL to do something they themselves acknowledge isn't likely short term and up availability.

Add to that the cancellation of services today due to the weather (it snowed Saturday night, it's not snowing anymore). The issue of snow ingress into motors isn't a new one and solutions are available, and have been for a while. This is really down to the ROSCO to sort with the operator. However, having handed back the 317s they set themselves up for a shambles.

Add to this NR's inability to wire a plug and there's a recipe for a disaster.

There's really no excuse for the website, it's been running in shadow mode for weeks.

OLL is right though, it's going to take big bucks to sort. The OHL investment is a good start but that really should be the beginning.

 

[Clip]

They have been belating about giving Great Customer Service for months and day one.....a bit of snow.....communication with Customers truely shocking! Staff have no clue what is going on.....it was a farce!

Yet oddly enough when I went to get my train this morning I actually heard an announcements being made due to delays in the service and which one would be the fast one and the points failure at Liv St - which is not their fault after all.

And I never ever hear announcements when I get the train from where I started from.

Amazing.

 

[tbtc]

I wouldnt suggest posting on a rail forum then.... as that is all you are going to get. Post on another forum where you can all get angry without anyone providing any facts

dailymail.co.uk

if they cant handle 3 trains terminating at Stratford due to a bit of snow what will it be like during the Olympics??

Hopefully not snowing?

Oh hello. It's the bandwagon again.

*Waves at it passes*

O L Leigh

Don't worry if you missed it, there'll be another one along in ten minutes - I hope that your employers will use a poisened chalice in their branding, because it seems that there's nothing that they can do to appease some people (they're getting blamed for the snow, for the engineering works, for the stock they inherited...)

 

[Furrball]

Whilst most of the issues that have affected their services are beyond their control the fact that their website is borked really does not reflect well. You have to wonder as to whether they actually did any testing on it.

 

[ginger]

they're getting blamed for the snow, for the engineering works, for the stock they inherited...

no they are not......they are getting blamed for very, very poor customer service during disruption......if they had not have been spouting for months about how it was "our main priority" then they would not be getting the kicking they are! Rod....own back springs to mind!

 

[Eagle]

no they are not......they are getting blamed for very, very poor customer service during disruption.....

*cough* anecdotal *cough*

 

[transmanche]

no they are not......they are getting blamed for very, very poor customer service during disruption......if they had not have been spouting for months about how it was "our main priority" then they would not be getting the kicking they are! Rod....own back springs to mind!

I'm trying to think exactly what customer service training they could have provided to the staff, before actually taking over the franchise... :roll:

 

[jopsuk]

no they are not......they are getting blamed for very, very poor customer service during disruption......if they had not have been spouting for months about how it was "our main priority" then they would not be getting the kicking they are! Rod....own back springs to mind!

There's only senior management changed under the new regime.

To improve customer service will take time- it requires systems to be put in place (this can be procedures, not just phones, computer systems etc) and staff trained in the new systems. This can't happen magically at 2am on Sunday morning. Why can't you accept that there is no magic wand and that Abellio had not promised that there was one? What the hell do you expect them to do?