This page contains a Flash digital edition of a book.
INBOX


From: Andy Shelley Subject: ‘Refurbishing the Mk IIIs’, RTM June/July 2012


I travel by Mk III coach every day, between Norwich and London. I agree that these are superb coaches; comfortable, well damped and airy. But I’m disappointed that Wabtec’s upgrade has meant a loss of toilet facilities. I frequently find that with other, more modern trains, with one toilet per carriage at most, their toilets are out of order, or queues have formed. Adequate toilet and luggage facilities are the other characteristics that single BR’s Mk IIIs out as a high point in civilised UK rail travel.


From: Robert Powell Subject: East Coast customer service


Your article, ‘East Coastcomplaints rise by 80%’, comes as no surprise. I have had a personal experience of the ticketing problem and have seen the transition from what was an excellent customer service operation to an extremely frustrating ‘customer experience’. Note, customer experience and not customer service. This is a shame as the actual train company is excellent. The Advance ticket service offering savings is great when it works and the trains are usually on time. Coming from a service background in a


different industry, I see customer experience as key in the consumer- driven market.


There is a huge disconnect between what consumers are experiencing and what is being done to resolve it to enhance the customer experience.


I agree


that on the most part it is down to ticketing issues, although a cultural change towards customer focus is also needed.


This is an extract from a longer letter available at www. railtechnologymagazine.com/ inbox


From: Iain Frew Subject: Change to Pendolino trains


On-board catering with the provision of hot food is essential on journeys that can take four or five hours. The shop may be able to be reduced in size but something better than a trolley serving only cold food is necessary. The suggested conversion of one First Class coach to Standard Class is sensible since even at peak travel hours First Class is far from full while off-peak First Class is almost empty.


From: Bob Stephens Subject: Olympics ‘rewards’


Why should anyone in any sector get a ‘bonus’ other than a fair rate of pay for the job that they do and overtime when appropriate? The rest of us don’t get this and we are held to ransom to pay fare increases for what is often a poor and expensive service on a filthy train. We have no choices, we have to use it as the bus alternative is either non-existent or pathetically slow.


From: Malcolm Tunley Subject: EMT pension attack


The alleged surplus that EMT is 20 | rail technology magazine Aug/Sep 12


using to reduce its payments into the fund was not built up by EMT but by hundreds of rail workers over many years. EMT have no right to attempt to benefit from the healthy state of the fund. What they should do is to improve the benefits to the present pensioners. They are almost trying to raid the pension fund for their own benefit and their shareholders. Maxwell tried to do somewhat similar. EMT are attempting an immoral act and should be ashamed of themselves.


From: Ian Fothergill Subject: Rail services, Cornwall


I share the concern expressed in your article over the proposed cuts in main line services in the new [Greater Western] franchise. It is not unusual to have the station staff at my local station Liskeard walking up and down the platform informing passengers that the train will be very crowded and unless you have a reservation you will likely have to stand! Such is the demand for trains. My last experience of a Penzance service had standing all the way from Paddington into Cornwall.


It is completely unacceptable to implement cuts in the service. More so as the Transport Secretary stated recently that, “We had under-investment in railways under previous governments. I am not going to make that mistake”!


Not receiving the same attention but also relevant is the paltry two hourly service to Newquay, which significantly has not had the vast increase in passenger numbers that the other branches in Cornwall has experienced.


© Mick Baker


© Andy F


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92  |  Page 93  |  Page 94  |  Page 95  |  Page 96  |  Page 97  |  Page 98  |  Page 99  |  Page 100  |  Page 101  |  Page 102  |  Page 103  |  Page 104  |  Page 105  |  Page 106  |  Page 107  |  Page 108  |  Page 109  |  Page 110  |  Page 111  |  Page 112  |  Page 113  |  Page 114  |  Page 115  |  Page 116  |  Page 117  |  Page 118  |  Page 119  |  Page 120  |  Page 121  |  Page 122  |  Page 123  |  Page 124  |  Page 125  |  Page 126  |  Page 127  |  Page 128  |  Page 129  |  Page 130  |  Page 131  |  Page 132  |  Page 133  |  Page 134  |  Page 135  |  Page 136  |  Page 137  |  Page 138  |  Page 139  |  Page 140  |  Page 141  |  Page 142  |  Page 143  |  Page 144  |  Page 145  |  Page 146  |  Page 147  |  Page 148  |  Page 149  |  Page 150  |  Page 151  |  Page 152  |  Page 153  |  Page 154  |  Page 155  |  Page 156