At most Panel meetings we have a presentation on a particular subject followed by a general discussion. Whilst the Panel has always set itself the aim of being as constructive as possible, most of the meeting on the 9th March was devoted to an examination of the various aspects of South West Trains’ operations with the main purpose of identifying what they did wrong. This was not, however, as negative as it might at first sound. It was designed as a first step in then trying to identify some constructive suggestions as to how things could be improved in those particular areas. Amongst other subjects discussed were the following.
Information was generally felt to have improved enormously over the years but discussion about the lack of it featured prominently. The information now given on relevant routes about the operation of London Underground were strongly commended but could be extended to giving more information about engineering works over the week-ends. It was felt that this should be a regular feature during journeys on Fridays.
There was also a wide-felt feeling that live announcements were far more acceptable than those that are pre-recorded which too often sounded cold, off-putting and eventually annoying.
Announcements saying where the guard is located and being there to help were welcomed but it was felt that contrary to the feeling held within SWT, guards do not walk regularly through trains. Not merely knowing that guards are there, but also seeing them at regular intervals was felt to be important.
And on those routes that feature a trolley service, the randomness of that service was found to be very annoying as were the many little faults that occurred such as the hot water system not working.
Ticketing is still seen as a big problem. The ticket Vending Machines are felt to be very user unfriendly. At the moment, many passengers use them beacuse there is no reasonable alternative. Making them more user friendly could make that necessity more of a pleasure.
There was also a desire to have a simple machine into which you could insert your old ticket and get a new one which was for exactly the same route and fare without going through all the stages. One or two of those at each station would speed up things enormously and make life much easier for passengers..
Finally the whole question of ‘quiet coaches’ was discussed. The problems of enforcement were well understood, but having a quiet coach that wasn’t is still felt as an annoyance. Quiet coaches raise expectations. If there is no way of ensuring that they are what they set out to be, satisfaction might actually rise if, in fact, they were to be abolished.
The Panel would welcome passengers’ ideas and comments on any of the above.
Under the heading of ‘Members Matters’ there was a long and constructive discussion about trying to make the Railway Station more a part of the local community.
Much work has already been done by South West Trains in that respect and some 10 stations have already been ‘adopted’ by local people. The Panel would like to see this whole exercise taken further not merely in numbers but also in the whole concept. Ideally Stations make a perfect and obvious focus point for any local community. Stations could easily be centres for local information whilst introducing more activity- activity other than just railway operation – could make the Station a safer environment, for instance in the evenings.
The Panel had a number of ideas which they are exploring but they would welcome ideas from passengers in general on a number of points
• Can you suggest Stations where this might be taken further?
• Can you suggest facilities and activities that might be incorporated?
• Would you be prepared to help?
The Panel would like to hear from you on these, and on any other points. The more information and ideas you give us, the better we can do our job of reflecting the views of passengers to South West Trains.