Serco for Sleeper

[BRX]

What's the latest on the north-of-edinburgh traction?

At one point there was a suggestion that 47s would be used while the 73/9s were being made ready...looks like it's just going to stay with 67s for that interim period now, though, is that right?

 

[Bodiddly]

I am doing something I never thought I would do, defend Serco!
I think Serco are in a sticky situation here. They are taking on a new franchise, not taking over an existing one even though the sleeper train is an existing service. as First Scotrail ran this as a side service to the day franchise, it wasn't very user friendly for ticketing or even that well advertised.
Serco have shown all the signs up to now of taking this hotel on wheels concept seriously and are showing that they are willing to spend money on the brand. Why go to the expense of re-painting a class 67 for 6 months otherwise? The host uniforms are incredibly smart and not cheap by the look of them. I am very much looking forward to the next few months to see how the service gets through it's teething troubles and hope they can deliver what was promised. I think we need to give Serco the benefit of the doubt here. They are brand building and should be left to get on with it.

 

[Agent_c]

I am doing something I never thought I would do, defend Serco!
I think Serco are in a sticky situation here. They are taking on a new franchise, not taking over an existing one even though the sleeper train is an existing service. as First Scotrail ran this as a side service to the day franchise, it wasn't very user friendly for ticketing or even that well advertised.
Serco have shown all the signs up to now of taking this hotel on wheels concept seriously and are showing that they are willing to spend money on the brand. Why go to the expense of re-painting a class 67 for 6 months otherwise? The host uniforms are incredibly smart and not cheap by the look of them. I am very much looking forward to the next few months to see how the service gets through it's teething troubles and hope they can deliver what was promised. I think we need to give Serco the benefit of the doubt here. They are brand building and should be left to get on with it.

When it comes to onboard service, and trying to make the line a "premier" line and attraction in its own right, Serco seem to be doing the right things.

However, for a company that has been a National Rail operator for some time through Northern, they're getting the basics spectacularly wrong.

 

[CallySleeper]

When it comes to onboard service, and trying to make the line a "premier" line and attraction in its own right, Serco seem to be doing the right things.

I think it's probably a bit premature to be saying this isn't it?

 

[Bletchleyite]

When it comes to onboard service, and trying to make the line a "premier" line and attraction in its own right, Serco seem to be doing the right things.

This, while good...

However, for a company that has been a National Rail operator for some time through Northern, they're getting the basics spectacularly wrong.

...does not excuse this, specifically putting a faulty ticketing system live and doing nothing about it when it is reported, but also a lack of clue from staff on procedures.

 

[Bodiddly]

I think it's probably a bit premature to be saying this isn't it?

Agree. Very early to be saying Serco are doing a good job. There is a massive difference between setting up and delivering. It's all very well having fancy trains and super smart looking staff, two or three late or cancelled trains in the first few days or weeks will be picked apart by the media.
Good luck to all the staff, I hope it goes well for them.

 

[Chrism20]

Agree. Very early to be saying Serco are doing a good job. There is a massive difference between setting up and delivering. It's all very well having fancy trains and super smart looking staff, two or three late or cancelled trains in the first few days or weeks will be picked apart by the media.
Good luck to all the staff, I hope it goes well for them.

With this you are spot on and what will make the media reporting even more sensational is that due to the small number of services any cancellation or delay will be a high percentage which the media will go for big time. For example to print that two trains have been cancelled wont grab a headline but 50% will.

 

[matt]

What's the latest on the north-of-edinburgh traction?

At one point there was a suggestion that 47s would be used while the 73/9s were being made ready...looks like it's just going to stay with 67s for that interim period now, though, is that right?

Yes it is staying as Class 67s until the 73/9s are ready

 

[capital12]

But the problem could have arisen whenever it launched? I just don't see Barry Doe's point about going live early.

Given the Scotrail website has not sold some ticket options like Child Berths for years on end without him complaining why make such a fuss about what is a new site being launched that's taking a while to get up to speed.

Tickets were always available by other vendors or methods.

Storm in a teacup really. I've a lot of time for Barry Doe but this time I think Mark Smith's perspective is the correct one. Serco are at least moving in the right direction and developing a usable website for the future compared to the awful mess of the current Scotrail Sleeper site.

I just don't see the point in Barry Doe! A self proclaimed 'fares expert' who is usually so far off the mark it's laughable. He also calls himself a timetable expert - he's no good at that either! Best thing to do with anything he says is either not to listen in the first place, or ignore it if you do!!

 

[berneyarms]

I just don't see the point in Barry Doe! A self proclaimed 'fares expert' who is usually so far off the mark it's laughable. He also calls himself a timetable expert - he's no good at that either! Best thing to do with anything he says is either not to listen in the first place, or ignore it if you do!!

Is he always that "far off the mark"?

I'll grant you he can be somewhat old fashioned in his thinking, and is obsessed with walk-on fares, but he does make sensible points from time to time such as avoiding websites that have extra charges for selling tickets.

I think in this case he is going OTT. Yes Caledonian Sleeper got it wrong, and should have had a simple one line statement on their website, stating that the following tickets cannot be purchased from their website until 1 April, but could be purchased from the Scotrail website or at stations. But to accuse them of mis-selling is probably going too far.

I imagine that their focus was on getting the new system up and running and this frankly was an oversight.

 

[87031]

Sent 2 emails to Serco now about supplements and still no reply. Not acceptable really.

 

[Bletchleyite]

I think in this case he is going OTT. Yes Caledonian Sleeper got it wrong, and should have had a simple one line statement on their website, stating that the following tickets cannot be purchased from their website until 1 April, but could be purchased from the Scotrail website or at stations. But to accuse them of mis-selling is probably going too far.

I don't agree at all. People have been misled into paying more than they needed to, particularly those wanting seats to Fort Bill who were told it was sold out when it categorically wasn't.

I imagine that their focus was on getting the new system up and running and this frankly was an oversight.

It was reported to them enough times. It took several months to fix. Unacceptable.

 

[Agent_c]

I think it's probably a bit premature to be saying this isn't it?

I'm judging them on what they can do at this point. They've come up with what seems to be an upgrade in a few years to turn service that was rather utilitarian into a premier service, an I'm starting to see ads for it online too. Their website seems to do a great job of actually marketing the service, rather than it being an also-ran in First's era.

Whether or not they'll do a good job of actually running the service is another question.

 

[Fishplate84]

How could customers have been overcharged if the website said 'full up'? They wouldn't have been charged at all if they couldn't buy a ticket.
Teething troubles in setting up a completely new franchise. Hardly worth getting in a frenzy about. Serco is the potential looser by missing out on selling tickets, not the customer who might have made alternative plans instead.

 

[Kite159]

How could customers have been overcharged if the website said 'full up'? They wouldn't have been charged at all if they couldn't buy a ticket.
Teething troubles in setting up a completely new franchise. Hardly worth getting in a frenzy about. Serco is the potential looser by missing out on selling tickets, not the customer who might have made alternative plans instead.

The website said "full" for the seated portion of the Fort William, however berths were available for more money

 

[Agent_c]

How could customers have been overcharged if the website said 'full up'? They wouldn't have been charged at all if they couldn't buy a ticket.

The "Full Up" was in relation to seated sleeper IIRC. This "Encouraged" visitors to instead purchase a more expensive berthed ticket that they might otherwise have not purchased.

 

[D1009]

I'd have thought that someone attempting to get a ticket for a seat on an overnight service would not be interested in a sleeper and would make other arrangements. How on earth could you say Serco would benefit?

 

[Hadders]

The lack of berth supplements is a major issue in my opinion. I'm sure this must have led to passengers paying more than they need to.

 

[Agent_c]

I'd have thought that someone attempting to get a ticket for a seat on an overnight service would not be interested in a sleeper and would make other arrangements. How on earth could you say Serco would benefit?

They potentially sold berths that they wouldn't have. The service wasn't cancelled, if people have other commitments that rule out taking a bus or whatever, they might have been tempted to go over.

 

[Bletchleyite]

The "Full Up" was in relation to seated sleeper IIRC. This "Encouraged" visitors to instead purchase a more expensive berthed ticket that they might otherwise have not purchased.

Exactly. It should have not said "Full". It should have said something explaining they were unable to book it at present and to go to a staffed ticket office to do so. As soon as it was reported, their Web team should have added a note or similar, or if they couldn't they should have taken the site down until they could.
--- old post above --- --- new post below ---

I'd have thought that someone attempting to get a ticket for a seat on an overnight service would not be interested in a sleeper and would make other arrangements.

Some of them would, some of them wouldn't. Depends on their journey and if there were other viable options.

How on earth could you say Serco would benefit?

As above. I would expect at least one berth ticket has been "mis-sold", probably more.

 

[BRX]

Have had an email from them saying that my sleeper reservations for the FTW train in June have the wrong numbers printed on the reservation ticket. And given me new berth numbers. Hopefully these new numbers won't have someone else in them when we turn up on the day...

 

[Fishplate84]

Whether or not people might have felt forced to 'upgrade' from a seat to Fort William, maybe we should get some perspective. Its one coach each night probably with no more that 30 seats in it. Even if you assume it is always rammed, which is unlikely, we're talking a maximum of half a single day coach on a single service for any other TOC.

You could count the number of people potentially affected on one hand probably.

Hardly crime of the century if it was intentional. I think it is just a teething issue pre-franchise start.

 

[Bletchleyite]

You could count the number of people potentially affected on one hand probably.

One is too many. If they had tested what they were deploying they would have found it.

Hardly crime of the century if it was intentional. I think it is just a teething issue pre-franchise start.

If the railway will prosecute someone for evading £1 worth of fare, it is quite right that they should also be under tight scrutiny on such matters. Once it was reported, immediate action should have been taken, let alone that it went live with that bug in the first place.

 

[Clip]

One is too many. If they had tested what they were deploying they would have found it.



If the railway will prosecute someone for evading £1 worth of fare, it is quite right that they should also be under tight scrutiny on such matters. Once it was reported, immediate action should have been taken, let alone that it went live with that bug in the first place.

But what if they hadnt recieved your complaint? What if the person who saw it forgot to pass it on as it may have been the end of the shift.

Surely there should be some discretion used here. Maybe we should have a system in place where we each personally let the TOCs of their mistakes only twice and then for the third time you are allowed to prosecute them for their mistakes?

 

[Fishplate84]

Well, thats a point of view.
If you're in the market for a £40 seated ticket on the sleeper and can't stretch to a berth if it appears to be unavailable, then you're more likely to change your plan and go by daytime train or get the overnight bus.

 

[Bletchleyite]

But what if they hadnt recieved your complaint? What if the person who saw it forgot to pass it on as it may have been the end of the shift.

Surely there should be some discretion used here. Maybe we should have a system in place where we each personally let the TOCs of their mistakes only twice and then for the third time you are allowed to prosecute them for their mistakes?

Hee hee. Perhaps, in all seriousness, they should email all those who booked a berth online, and offer them the opportunity to contact them to downgrade to a seat, with a partial refund, if they wish?

Perhaps they have, but I doubt it.

 

[DEE-DE]

Has anyone managed to find out about the shower upgrade? I would definitely prefer to have one as I'll be travelling onward. The guest charter mentions it.

Also the guest charter here. Seems to be worth checking out if anything's not working properly. Pages 18-21 contain a long list and what you get. For example 5 quid for heating that's not working properly.

And the booking for National Rail services is still not working properly. When using the front page it's not possible to return on the same day and railcards are not passed onto the booking engine.

 

[38Cto15E]

Dee-De
As I understand it you can have a free shower at your terminus destination if you have bought a First class ticket and you can pay (£5?) to have a shower if you have a standard class ticket.
When the new trains are delivered I believe that there will be some showers on board.

 

[DEE-DE]

Dee-De
As I understand it you can have a free shower at your terminus destination if you have bought a First class ticket and you can pay (£5?) to have a shower if you have a standard class ticket.
When the new trains are delivered I believe that there will be some showers on board.

Question is, do you have to organize this in advance, do you get it onboard or at the lounge.

 

[Chrism20]

That picture on the back page of the charter is amazing.

Interesting list of refund arrangements as well, I'm a bit surprised that they published that one.