Welcome to the Passengers' Panel website

The Panel is a totally independent body set up to act as a ‘voice’ for passengers and a ‘sounding board’ for South West Trains.

The Panel meets regularly but its main purpose is to be able to represent the views and feelings of SWT passengers as a whole. In addition to meetings with Company Directors and Managers, the Chairman attends appropriate Board and Management meetings. In those ways, whilst we cannot mandate the Company, we can ensure that decisions are not taken without hearing and discussing how passengers feel about things.
To do this effectively, however, we need to know what you feel about South West Trains and their services and how you would change or improve things.

Together we can make a difference.


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Passengers' Panel Meeting- 31st January 2012

During November and December last year Panel members carried out a large number of on-train interviews with passengers to find out what they felt about South West Trains and the standard of service they desired and what they actually got. One of the areas mentioned by a large number of people was on-train announcements.

Passengers' Panel Meetings November and December 2011

The function of the Passengers’ Panel has always been clear. Now part of the franchise agreement it was originally set up during the previous franchise to act as a voice for passengers and a sounding board for the company.

Passengers' Panel Meetings September and October 2011

The Passengers' Panel meets regularly throughout the year. As an independent body, now part of the franchise agreement, its task is to be a voice for passengers and a sounding board for the Company. To do this effectively, however, it is essential that the Panel keeps in touch with the concerns and worries, the hopes and aspirations, of passengers as a whole.

The Panel has been in existence now for some 10 years and in that time can look back on a growing number of instances where they have directly influenced policy.

Passengers' Panel- On Train Survey- 7th June 2011

The last meeting of the Passengers’ Panel was something of an experiment.

The Passengers’Panel is a totally independent body set up as part of the franchise agreement between SWT and the government to be both a voice for passengers and a sounding board for the Company. It is essential, therefore, that the views of the Panel reflect those of South West Trains’ passengers.

Passengers' Panel Meeting- 10th May 2011

At the previous Stakeholders’ meeting that the Panel held in Winchester it quickly became clear that the attitude of staff on the railway was a big factor in determining their level of satisfaction. As one visitor put it “your Guards are truly the Company’s ambassadors”. Because of this, members of the Panel were delighted to welcome to this month’s meeting Stella Morris, SWT’s Head of Guards.

Eight Top Tips For Getting Cheap Rail Fares


“Panel Members are saying . . . .


These occasional contributions are from individual Panel members
and as such represent their own personal views and thoughts.
That being said, most are in line with the Panel’s
previous discussions, thoughts and principles.

Eight Top Tips For Getting Cheap Rail Fares

by Geoff Bignell

Libby Purves rants in The Times (1 April 2011) about ‘ignorant whining about ticket price structures’. She says the ‘cheap web fares are a brilliant new sport: economically crazy for the railways if everyone were to play, but with rich rewards for anyone with a broadband and a brain’.

She’s right. Suppose you want to go from Guildford to Birmingham on Wednesday 27 April? You look up www.nationalrail.co.uk, the national rail enquiries website.

You see that there are 8 different standard class single fares for your journey that day, costing from £10 to £88.

If you need to be in Birmingham by 10.00, the obvious train is the 7.04, change Reading, arriving Birmingham New Street at 9.48. Bad luck! The fare is £52.50.

But wait, what if you get a ticket on the 7.04 to Banbury, and then a ticket from Banbury to Birmingham, on exactly the same train? Your tickets cost £28.70 and £12.50, total £41.20, saving £11.30. For these tickets to be valid, the train must stop at Banbury, which it does.

Good, but it gets better. Suppose you make a big effort to get up early and get the 6.43 from Guildford and change at Banbury, getting into Birmingham at 9.34. Now your tickets are £28.70 and £5, total £33.70, saving £18.80, nearly 36%.

Perhaps you’ll go on to book a standard single back on the 12.10 from Birmingham New Street to Guildford (via London Euston), for the princely sum of £10.00. That compares very favourably with the single fare of £13.80 from London Euston to Guildford!

There are bargains to be had, if you’re quirky enough to be able to plan ahead on the computer. Inverness to Edinburgh is only £10. Llandudno to London is £13. These fares are without railcard discounts.

Surely, along with the Tudors, finding the cheapest rail fare should be on the GCSE national curriculum at school?

OK, I admit it’s not simple. We’re a long way from the old days of ‘a mile a minute, a penny a mile’. Even experts - booking clerks and National Rail Enquiries’ staff - don’t always find the cheapest fare. They probably haven’t got the time to do the necessary research. Don’t mention the ticket machines!

But there are two big advantages of the present system:

First, where there is overcrowding, seats must be rationed by price or queue. Why not charge less for a seat on the 05.00 from Waterloo to Portsmouth than on the rush-hour 17.30, encouraging people to use empty capacity and reducing queues at peak times? It makes sense. Train operators with seat reservations can be very sophisticated with pricing.

Secondly, if fares are simplified, cheap fares will go. They will be averaged, assuming train operators receive the same fares income. Instead of 8 fares from Guildford to Birmingham there might be one or two. The average fare, in my example, is £49, so the £10, £13 and £23.50 fares would surely go.

My top tips for booking cheap fares are:

(a) always consider a railcard, rover or season ticket

(b) do some permutations with fares to and from stations en route where the train stops, including London where you go via London

(c) book as far ahead as you can, but remember advance fares are not refundable

(d) if you like first class, consider weekend upgrades and SWT’s new off-peak first class discount

(e) check out www.megatrain.com for fares from £1

(f) take advantage of the 10% discount for booking some off-peak tickets on line: www.nationalrail.co.uk

(g) check the train operator’s own website for any special deals

(h) try different dates: midweek may be cheaper than weekends

Good hunting! Anyone for Giggleswick on 4 August?

To see Geoff's profile, click here.

A Night Without Witches?


“Panel Members are saying . . . .


These occasional contributions are from individual Panel members
and as such represent their own personal views and thoughts.
That being said, most are in line with the Panel’s
previous discussions, thoughts and principles.

A NIGHT WITHOUT WITCHES?

asks Geoff Bignell

No witches on Halloween?

It was late, on a dark night. I was on a train, part of an exercise to ‘shadow’ guards, who have to deal sometimes with aggressive and abusive passengers. SWT chose Sunday, 31st October.

I was with Danny Kennedy, who supervises around 45 Waterloo guards. Danny was a bank manager until 6 years ago, when he became disenchanted with the way retail banking was developing and sought pastures new. We were on a stopping service from Guildford via Cobham to Waterloo and back.

Our enthusiastic guard was Clint, a lively South African. He was brought up in Cape Town, but prefers to live in Surrey. We discussed why South Africans are often so successful over here. Probably that work ethic and entrepreneurial spirit. I didn’t ask him if he felt ‘supported’ by the presence of his manager and a member of the Passenger Panel. It must have felt rather like an Ofsted inspection!

Danny explained that guards work a 42-hour week, with a different shift each day, both for variety and to make sure they know all the various routes. Guards don’t leave (‘it’s dead men’s shoes’). This must be because of high job satisfaction. The turnover of drivers and (Network Rail) signal people is also very low.

Although the classic four-car ‘455’ suburban train (not my favourite!) was very familiar to me, I tried to look at the carriage with fresh eyes. The interior was very light and bright (good for safety), with a clean and freshly painted air. Stations, too, were brightly lit. Danny confirmed that the on-board CCTV was working. There were regular automated announcements, as we approached each station. All in all, not a bad travel experience.

Danny was saying that SWT’s franchise stipulated that guards be retained, but this may change in future. Other companies preferred cheaper ‘driver only’ operation. Guards had to justify their existence by visibility and helpfulness, as well as operating doors, which can now be done from any coach for most types of rolling stock used by SWT. Clint’s main job was opening and shutting doors, timekeeping and generally maintaining safety and security.

I was surprised that Clint was walking through the train without checking tickets. Danny explained that there are guards and ‘Commercial guards’. Only ‘Commercial guards’ check and issue tickets. They get paid more for this responsibility. This additional pay has to be justified by a commercial guard issuing sufficient tickets to offset the extra salary. Although guards not checking tickets may offer opportunities to travel without a ticket, major stations are now ‘gated’, and revenue protection officers check tickets on services without a commercial guard.

One of my pet hates is feet on seats. There is a bye-law against this, so offenders can be prosecuted. There are more serious railway crimes, but they may not be what you think. According to a talk I heard from British Transport Police’s chief constable, most crimes happen in the light, not at night; happen at stations, not on trains; and most victims are men, not women.

After a brief turnaround at Waterloo, and a steaming hot coffee, we were on our way back. Just like clockwork. What, no witches and ghouls? Danny said there had been plenty the night before but, without exception, all were friendly!

To see Geoff's profile, click here.

Fares Rise Or Fares Ruse?


“Panel Members are saying . . . .


These occasional contributions are from individual Panel members
and as such represent their own personal views and thoughts.
That being said, most are in line with the Panel’s
previous discussions, thoughts and principles.

FARES RISE OR FARES RUSE?

asks Georgina Ellerton

Commuters would no doubt have been horrified at recent press coverage stating that, under the recent Government Spending Review, the cap on annual increases in season tickets (currently RPI +1%) will be raised, to RPI +3%. In seeking to reduce the budget deficit this Government (following on from its predecessor) has sought to continue the transfer of cost for running the railways away from the taxpayer and on to passengers, by increasingly withdrawing subsidies. (Notwithstanding that SWT is set, over the course of the current franchise, to be a net contributor to the Treasury's coffers).

Increases to season ticket prices of this magnitude will undoubtedly incense commuters, and SWT will inevitably be the focus of this anger and the associated adverse publicity. The question is, however, are we venting our frustration at the right people?

The Passenger Panel understands that as a result of the DfT relaxing fares regulation they will directly take all of the assumed benefit from SWT through an increase in their franchise payment to government, whether or not they actually decide to put up fares. To avoid making a loss therefore they will need to put up regulated fares by whatever DfT determines. Clearly this quirk is a disincentive for SWT to charge anything less than the full increase allowed. With RPI currently running around 4.6% we are looking at annual increases close to 8% - likely to far outstrip salary growth in the current economic climate.

The impact of this is not confined to commuters. As we have seen in recent years, Train Operating Companies (TOCs) will attempt to tap into alternative revenue streams by means of 'inflation-busting' increases in unregulated areas such as off-peak fares and car parking. Of course, this serves only to make rail travel an increasingly less attractive, less economical, option for the occasional or leisure passenger leading to a drop in the very revenue the TOC was seeking to increase.

Since it is an organ of Government we can primarily seek to influence the DfT's actions through our elected representatives. Whilst not wishing to let SWT 'off the hook' by any means, should we also be attempting to press upon our MPs the need for the DfT to examine the proposed changes for unintended consequences. These are, after all, the same MPs who will happily stand up and publicly criticise SWT on behalf of their constituents when fare increases are announced.

To see Georgina's profile, click here.

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