The decline of GWR...

[NickBucks]

Do we know if the issues highlighted by Mark Hopwood with the IEP units are the usual teething troubles or symptomatic of more serious problems which may impact on the VTEC introduction as if they do not have enough problems ? Good to see Mark Hopwood praising the BREL turbo units of some years vintage- looks as if they may hang around London / Reading for years ( with apologies to the Bristol area commuters).

 

[jimm]

Ever since the major problems started, daily shortage of units for almost a year and shortage of traincrews for approx 6 months now and especially at weekends, not an official word to the media has come from GWR to, at least apologise and to explain and give an estimate as to when things should settle down. Customers deserve something better as any announcement might soften the blow a little and help passengers to understand somewhat. Some people have even suggested the Business of the Year award should voluntarily handed back by Mark Hopwood.

There have been random official GWR statements in the media here and there, but it has mostly been in regional publications when comment has been requested about local disruption, rather than on a 'big picture' level. I should think the reason no estimate has been given is that they don't want to provide a hostage to fortune.

They are also going out to events in communities, often at the request of MPs. Mr Hopwood went to one in Henley

http://www.henleystandard.co.uk/new...ervice-will-improve-says-train-firm-boss.html

and other staff were at one in Charlbury, on the Cotswold Line, in February. And Mr Hopwood states that he will be at the CLPG's AGM next month.

Do we know if the issues highlighted by Mark Hopwood with the IEP units are the usual teething troubles or symptomatic of more serious problems which may impact on the VTEC introduction as if they do not have enough problems ? Good to see Mark Hopwood praising the BREL turbo units of some years vintage- looks as if they may hang around London / Reading for years ( with apologies to the Bristol area commuters).

The Turbos will not be hanging around for years, except on the Thames Valley branch lines and some jobs around Oxford. One of the key reasons for GWR getting some Class 769 bi-mode, dual-voltege units converted from 319s is to allow the transfer of most of Reading depot's remaining Turbo allocation to Bristol.

 

[moggie]

I’m pretty sure given the choice GWR would run with an IET or HST as booked; yet you seem to infer that GWR should run the train as such even where there physically isn’t a train or driver for it? I’m not quite sure how you propose GWR run the service? And before it is suggested there have been plenty of occasions where other trains have been cancelled; or short-formed in order to do as such.

Perhaps given his organisational prowess the local Tory MP would like to offer a solution? Perhaps they could make their case to the DfT and have them suspend or defer the deadlines for cascading GWR’s trains away to other operators; so more HSTs can be used?

I'm implying nothing. I'm merely providing testimony which endorses the subject of the thread as evidence that GWR in my neck of the woods has serious performance problems. As a customer it's not my concern to offer solutions to problems which GWR management are paid to manage. Fortunately, unlike the implied tone of your response the letter to the CLPG from GWR at least has the honesty to acknowledge GWR's failings and provides some insight as to why performance has and continues to suffer and seeks to be constructive in tone. That said, blaming third parties is irrelevant to GWR's customers as our contract is with GWR, not Hitachi , not NR and not with anyone else under the present rail industry structure. It is wholly down to GWR to manage their external industry contractual relationships therefore as far as the GWR customer is concerned it is GWR that should be held to account.
The evidence is clear and the problem acknowledged. GWR is suffering a crisis of performance and their long suffering customers are fed up with it. For years we've had GWR blaming NR for all manner of ills during the numerous infrastructure projects (to enable GWR to run their new trains). We were all promised all the problems would disappear once the work was completed. But no, the jam tomorrow promises have evaporated only to be replaced by a clutch of further problems of a different nature yet GWR claim to be the victim of circumstance in their ongoing crisis. They are not the victim. It's their long suffering customers who are. If only they'd wake up and smell the true rats at the heart of all this debacle. Those who have progressively created another major public service seemingly incapable of delivering an efficient service and far greater cost than what preceded it.

 

[jimm]

I'm implying nothing. I'm merely providing testimony which endorses the subject of the thread as evidence that GWR in my neck of the woods has serious performance problems. As a customer it's not my concern to offer solutions to problems which GWR management are paid to manage. Fortunately, unlike the implied tone of your response the letter to the CLPG from GWR at least has the honesty to acknowledge GWR's failings and provides some insight as to why performance has and continues to suffer and seeks to be constructive in tone. That said, blaming third parties is irrelevant to GWR's customers as our contract is with GWR, not Hitachi , not NR and not with anyone else under the present rail industry structure. It is wholly down to GWR to manage their external industry contractual relationships therefore as far as the GWR customer is concerned it is GWR that should be held to account.
The evidence is clear and the problem acknowledged. GWR is suffering a crisis of performance and their long suffering customers are fed up with it. For years we've had GWR blaming NR for all manner of ills during the numerous infrastructure projects (to enable GWR to run their new trains). We were all promised all the problems would disappear once the work was completed. But no, the jam tomorrow promises have evaporated only to be replaced by a clutch of further problems of a different nature yet GWR claim to be the victim of circumstance in their ongoing crisis. They are not the victim. It's their long suffering customers who are. If only they'd wake up and smell the true rats at the heart of all this debacle. Those who have progressively created another major public service seemingly incapable of delivering an efficient service and far greater cost than what preceded it.

Blaming third parties is irrelevant? Seriously?

How on earth is it irrelevant when things those third parties do, or do not do, directly affects GWR's ability to deliver a service to its passengers?

Go on all you like about who your contract is with, but there's a bit more to it at GWR's end of things than managing contractual relationships - GWR doesn't have a choice of infrastructure provider, or which company maintains the Class 800s. And I think most people are well aware who created the structure of the railway industry.

And in case you haven't noticed, the infrastructure projects have not been completed. Electrification work continues on the Newbury and South Wales routes, resignalling at Bristol and Oxford will be completed later this year and Crossrail work is still going on in west London.

The work linked to below just takes us up to July.

https://www.gwr.com/travel-updates/planned-engineering

 

[WelshBluebird]

I have said this before, but for around a year now we have had the reason given for a lot of this as "more trains in for repair than usual". But it has been a year. That IS now usual surely?

 

[hassaanhc]

First started travelling semi-regularly between Southall and Paddington in 2014. I remember that being a pretty bad year for insfrastructure issues and a lot of the time there was poor information from FGW. Things improved from the second half of 2015 and after the GWR change it seemed there was more information given during disruption. But since the middle of last year things have gone downhill: Infrastructure reliability, unit reliability, and again poor information online. And now the London stations get missed out at the slightest disruption just so that the precious fast services (both HeX and GWR) don't get a delay of even a few minutes, with no regard for the often 30+ minute delays that passengers at the busy stations of Ealing Broadway, Southall, and Hayes & Harlington end up with. The last 2 weeks especially have been absolutely dire for infrastructure reliability, with signalling issues on most weekdays, a few track faults, and even a power supply failure. And for the last 2 weeks the 1759 stopping service from Paddington was downgraded from a 8-car 387 to a 5-car 165, so even GWR's promises of increased capacity are beginning to not be trusted (its the short length rather than being DMU instead of EMU that I have an issue with). Slap bang in the middle of the evening peak and the capacity has been reduced, with people left behind at Ealing Broadway.

 

[JN114]

I have said this before, but for around a year now we have had the reason given for a lot of this as "more trains in for repair than usual". But it has been a year. That IS now usual surely?

The reason code is hard-coded into Journey Check; “More trains in for repair than planned” would be more accurate and preferred; but alas it cannot be changed.

 

[Chris M]

The reason code is hard-coded into Journey Check; “More trains in for repair than planned” would be more accurate and preferred; but alas it cannot be changed.

So whose responsibility is it to fix that?
Simply saying "the system wont allow us to tell the truth" is not good enough - fix the system or, if you can't do it yourself, get it fixed. Incorrect and misleading information gives the perception that the railway is lying and/or trying to cover something (c.f. "operational incident") and that does more harm to customer relations than even no information.

 

[Sleepy]

I just heard it's going to get nasty on GWR - DOO is being implemented on some 800 stock as far as Didcot apparently ! Thought GWR had side stepped all that !!!

 

[387star]

Last I heard was the possibility of a hefty pay rise keeping the status quo with regards train crew

 

[IanXC]

So whose responsibility is it to fix that?
Simply saying "the system wont allow us to tell the truth" is not good enough - fix the system or, if you can't do it yourself, get it fixed. Incorrect and misleading information gives the perception that the railway is lying and/or trying to cover something (c.f. "operational incident") and that does more harm to customer relations than even no information.

Its not actually an information problem tho is it?

The reason in full is:

This train has been cancelled because of more trains than usual needing repairs at the same time

If GWRs problem is that the usual number of trains requiring depot time at the same time is greater than their diagrams and fleet size allow for, then surely they either need to find more units, or they need to reduce the number that they diagram each day.

 

[Parallel]

I have noticed so far this week, there has been less skipping Avoncliff, Dilton Marsh, Thornford and Chetnole so either more units have been fitted with the controls or GWR have looked again at unit allocation.

 

[PHILIPE]

I have noticed so far this week, there has been less skipping Avoncliff, Dilton Marsh, Thornford and Chetnole so either more units have been fitted with the controls or GWR have looked again at unit allocation.

I think there are only 2 at Bristol still to be done as well as the 4 still to move from Reading.

 

[Busaholic]

Usually I'm the first in to drag GWR but I have held back a bit to look at things from both sides.

I am a commuter, and have been commuting only 20 minutes each way (inevitably it usually ends up longer) to Bath Spa. I can't give a straight answer if GWR have declined or not, without subdividing their network into different areas and stock. Firstly, as posted above, they seem to have got Cornwall and Devon right. Well, maybe except the Devon Metro, but generally they seem fairly popular in the far SW. I'm wondering if this was because Wessex Trains were so awful, that GWR look golden in comparison - or perhaps Wessex Trains already set the model and GWR didn't have a lot of work left to do? I'm not sure. I don't know the area well enough. I know that there is a lot of leisure travel in Cornwall so they are currently doing something right. I think GWR idolises Devon/Cornwall, and this can be seen in their advertising and general attitude. I'd imagine the Cornish mainline (at least) can be a fairly lucrative market due to seasonal traffic and long distance travel. There are also three train depots (Exeter; Laira; Long Rock) and 4 staff depots (Exeter, Plymouth, Par, Penzance) so if something goes wrong with staffing or traction, I'd imagine it would be less hassle to find cover compared to other areas of the network. Also many of the branch lines are self-contained throughout the day, removing the need for complex diagrams or junctions where other trains may cross. Although I don't know, I'm not sure if commuting is as intensive compared to other areas. A lot of the local Plymouth stations receive a poor service. Saltash, St Germans, St Budeaux, Dockyard, Devonport, Bere Ferres, Bere Alston, Calstock, Gunnislake and Ivybridge receive an average of 1 train per two hours. It's virtually impossible to use the Newquay line to commute. The Looe Valley line sees its service end early. St Erth isn't a big settlement as a terminus of the St Ives line. I'd argue that bus services in Cornwall get the brunt of the commuting, except maybe Falmouth - Truro which has received infrastructure improvements, allowing for 2tph. I wouldn't say it was "easy" to run Cornwall but it is probably the least foreseeably problematic part of their network.I travelled around Cornwall for three days last week and nothing was significantly delayed, though a 153 broke down on the Looe branch with road transport being provided the rest of the day. The Devon Metro is overwhelmed at peak time, especially as trains are regularly short formed here too with 143s being split to cover other failed trains or 150s/153s that have had to cover services elsewhere.

Next, South Wales - more specifically Swansea to Cardiff which is 1tph for most of the day with intercity stock with (usually) a generous turnaround at Swansea. Due to the current issues with the ATW franchise, GWR would naturally be the preferred choice here. Well, maybe up until a year ago as GWR intercity has become a bit of a laughing stock now (especially at weekends) due to crew shortage and cancelled services. Nevertheless, GWR seems relatively popular between these areas.

Cardiff Central is where things start going a bit wrong. The regional/local services to Portsmouth/Taunton start here (or are supposed to) but regularly don't due to train faults/broken down trains/unavailable train crew members/ signalling problems/ safety checks being made (delete as appropriate) which, granted, are not all down to GWR. All passengers see is 'GWR' on the side of the train, and 'GWR Service' on the station boards, so it is GWR's name that is usually at the front of the upheaval. The problem is with trains due to start from such a big station with long distance travellers, if it starts short (i.e. Newport or Bristol), many passengers are inconvenienced and will have to wait another half an hour at best and an hour at worst. In theory, 45 minutes should be enough time to turn around a train from Portsmouth/Taunton but regularly isn't, which suggests there are bigger issues elsewhere. Yes, you could board another train and change at Bristol Parkway but would that be quicker? Especially if a connecting XC train is delayed as they often are.

The Bristol area is a bit of a nightmare and I would argue a catalyst for a lot of the issues that happen on the GWR network. I'm not sure why but I guess is that it is many smaller multiple failings between GWR and Network Rail. There are a lot of long distance services that pass through the station on intercity and regional routes. The quad-tracking towards Filton will definitely help but I'd argue this should have happened years ago - I think there are too many trains that are currently using the lines through Lawrence Hill. 2 XC per hour, 2 Cardiff per hour, 1 Bristol Parkway local per hour, 1 Gloucester per hour, 3tp2h to Severn Beach and now one express to Paddington per hour. Any minor delay will cause a backlog, and with the Severn Beach trains being likely to be held at a junction before and a tight turnaround both ends with single line in between, it seems difficult to make up time as even if you do terminate the train short, it would normally have to wait for the next train to pass anyway. Bristol Temple Meads is also the land of the musical platforms. Once, my train changed platforms about 5 times, and ultimately ended up omitting my stop due to late running. Exasperating.

Bath Spa doesn't help congestion, due to the nature of just two lines through the station with a mixture of trains using them. Congestion at Bathampton is common, especially in the morning as if the "local" trains are running more than a few minutes late, they will be held for the Bristol fasts to go in front. Take my train this morning for example - it left my local station 9 minutes late, then arrived into Bristol 18 mins late and then ran through to Bristol Parkway omitting Lawrence Hill, Stapleton and Filton. My train home was about 15 mins late - And this is completely normal. The trains bound for Gloucester usually have very tight turnaround times of less than 10 minutes so any kind of delay will see them set off again late, cause congestion all the way to Bathampton and then cause disruption on the single line track to Weymouth, in turn delaying the next northbound working waiting at a passing loop. Realistically, the only thing GWR can do to keep to time is skip Filton, Stapleton Rd and Lawrence Hill, and then skip Bradford and Trowbridge - The latter two having plenty of long suffering commuters and are also two of the busier stations. Cam and Dursley, Yate, Keynsham, Oldfield Park, Freshford and Avoncliff only get 1tph and skipping isn't really an option after Westbury as all stations to Weymouth get an average of 1tp2h. There's also not a lot of recovery time en route for GWR Portsmouth trains.
--

Next, the stock.

Firstly, it's great that GWR has passed over the 150/1s as those were not popular with either leisure travellers or commuters. So kudos for that. Next, the Turbos to Bristol. From a capacity point of view, things seem to have improved during 'normal service' (aka not disruption) so that's good as well. The stand out overcrowding in the area is now definitely the 158s on the Portsmouth services. Despite now having 'more stock', short forms seem more common than before on this route. My train to and from work are booked to be 158 (3 car) + 150. The 150 never seems to turn up on any of them which results in the 158 being completely overwhelmed with people not being able to board from my station onwards. Oh, it's fine, as the next service is booked a Turbo - Except that is running 20 minutes late and today it's a 2-car 158 that's jam packed. The reliability of Turbos seems a little questionable but I guess part of that is the crew getting used to them. GWR has paraded them for years now as solving all of life's problems... But they haven't, and won't. Internally, many seem in rough/ropey condition and generally feel very run down and uncared for. Some of the carpets are so threadbare, they are actually in worse condition than the 158s which are due a refurb, and that's saying something! Now the bulk of the 150s have moved away, we're left with 158s and 166s, both with extremely unreliable aircon and windows that don't open unless you can track down a member of staff which isn't possible if the train is crushloaded. The 3+2 seats haven't been popular with commuters and the WiFi is not reliable.

GWR knew that the Turbos would be moving to the Bristol area some time ago. How have local door controls still not been fitted to all units? Granted, better to run the train than cancelling trains throughout but it's still not really acceptable in my opinion. There are other Turbos fitted with them, can these not be concentrated on routes to Weymouth/Warminster that stop at the local door stations? Can there be another procedure put into place, similar to what happens at Melksham and Stonehouse in the short term? A taxi to Yeovil from Chetnole is fine, except you will probably find the train has left 10 minutes before and you have to wait 2 hours for the next one.

Commuters in the Bristol area have suffered for years.

It's not all doom and gloom, it's just lots of little niggly things that generally add up to a poor experience. It also gives the impression that management at GWR simply don't care or have given up. Lots looks to have been done with minimal cost; paint is flaking off the arm rests on the repainted 158s/150s. Some not yet livered 800s have stains on the grey fabric on the seats. The PIS is unreliable on every single class of train they operate. That said, internally the 158s seem a lot lighter now the blue/purple has gone. I can see why they wouldn't want to spend more they they had to as they may not still have the franchise in a few years.

I'm not going to complain about the 800s too much as they were DfT specified but all I will say is the seats are uncomfortable. I am fairly tall so if sitting with good posture, my shoulders are against part of the head rest which means I have to lean forward. And if I slump, my knees go into the back of their chair in front. I'm not a fan of the seating on HSTs, but at least I can sit up straight on those.

Despite being pretty horrific units for reliability, the 180s were great for comfort with seats that provided good back support (despite being fairly thin) with plenty of leg room. I don't mind the ironing board seats on the 387s for short distances.

I don't know a great deal about the Thames Valley. I know there are issues but to be honest I've only made a few journeys in the area. They were average at best but there does seem to be some congestion problems during the peaks on the Cotswold line.

On the whole, the ground staff are good. The issues on GWR's side appear to be from issues with management higher in the franchise with regards to staffing, maintenance, quality control, planning and future planning. Not to mention a few previous blips with their marketing.

I've waffled a bit but as I'm half enthusiast, half commuter and I definitely think GWR do better with leisure travelling. I don't think there are any quick fixes for Bristol but hopefully improvements will come. GWR inherited Bristol locals from Wessex but there were almost certainly issues then too, but due to the nature of how congested our cities are with more people choosing rail, this has definitely worsened in recent years.

I don't have either the expertise or the experience to comment on your very detailed posting, but I'd just like to endorse most of what you say on the Cornish element, although pointing out that St Erth is not normally a destination in its own right, with most passengers transferring to mainline trains in both directions: at one time, most trains continued to Penzance anyway. St Erth is being transformed into a giant 'transport hub' at present, which I'm very sceptical about, but I think it will see even more use of the St Ives branch trains from people parking their cars at St Erth.
As regards commuters, the main line attracts many but, as you say, some of the branch line operations are too spasmodic to encourage it. Truro to Falmouth has been rather overwhelmed by the university at Penryn and the inability to run more, or longer, trains. The bus network is pretty good, but much less so east of Truro and can't compete timewise on, for example, Penzance to Truro.

 

[Pete_uk]

Lots of HSTs are running backwards with some strange formations.

 

[WelshBluebird]

Its not actually an information problem tho is it?

The reason in full is:

This train has been cancelled because of more trains than usual needing repairs at the same time

If GWRs problem is that the usual number of trains requiring depot time at the same time is greater than their diagrams and fleet size allow for, then surely they either need to find more units, or they need to reduce the number that they diagram each day.

Of course, the real problem is GWR currently do not have enough available units to run the number of timetabled diagrams.

However for a lot of people, I think there is also do think there is a bit of an information / PR issue in that the current situation has been going on for around a year or so now. People have heard the same exact wording all that time, and it just grates on people because surely after a year, this is now usual? The usual for a year has been that there are less available units than required, so the message just sounds like a lie now.

And yeah, as you say, when you dig into it a bit more, you then question what is actually being done by GWR to solve the issue, if anything. When you add together the units issue and the drivers issue, I am quite surprised GWR haven't yet talked about temporary emergency timetables that better reflect the service they can actually run (maybe that has been mentioned internally, I don't know) - surely that is better than the lottery passengers currently have if their service will run or not?

 

[FGW_DID]

Of course, the real problem is GWR currently do not have enough available units to run the number of timetabled diagrams.

Really, how do you work that one out? Do you really think Train Planning plan more diagrams than the company has trains?

Today's figures:

HSS: 37 sets for 35 diagrams
LTV: DMU 30 for 30 / EMU 41 for 41
West: 65 for 64

Certainly looks like there are enough trains for the planned diagrams! Plus those figures don't take into account the trains stopped for maintenance.

The only shortfall for today is 27 IET available for 28 diagrams and that is down to Hitachi / Agility West. Yesterday was 28 for 28 but there were a few 5v10 due to traincrew issues.

 

[whitrope69]

As ever , people talk about vinyls and livery ..yawn

How about some noting that GWR are going through a massively failed electrification programme - plans in tatters , stock moves all over the place. Huge infrastructure challenges. Crossrail

A growing patronage in most areas.

But on a day to day basis , endless infrastructure failings on the part of Network Rail.

Anyone here , not a part of the GW team - fancy stepping up to the plate and pulling all this round. ? 24/7 .....

that's what running any railway is all about 24/7 relentless attention to detail. its why the industry pays big salaries to attract talent to deliver on the franchise agreement. It always pees me off when TOC staff slag off Network Rail for non delivery of projects. TOC's are happy to sign up to NR promises at franchise renewal even though they know NR has a poor track record of delivery. Then when things go wrong they can step back and point fingers. As for GWR my experience is they are ok, not the best and not the worst. Hardly Great but certainly adequate.

 

[Senga1001]

A pretty poor week for GWR on the Cheltenham line this week. Most HST trains seem to be running as 7 cars rather than 8 no reasons ever given but presumably due to defects in excess of the ability or desire to repair. WI-FI is its normal ropey self and if you are in first class (not me) don’t expect a customer host.

But the bigggest issue seems to be Network Rail with multiple signalling problems.

So far this week we have had signal problems at Swindon, Reading, Maidenhead plus track issues on the Gloucester to Cheltenham route.

The new favourite though is “congestion” either into or out of Paddington which seems to be the preferred choice to explain any 15-20 minute delay - I have had this 3 times this week.

I don’t know but wonder whether at same stage in the last two years resignalling has reduced the operational capacity of the track into or out of Paddington or the capacity has not been increased to reflect extra numbers of trains as this issue is a new one in the last couple of years.

So on reflection more of a decline from NR with knock on impacts to GWR from my perspective.

 

[Senga1001]

Now notified loss of signalling between Swindon and Stonehouse so 1948 Paddington to Cheltenham now going via Bristol Parkway to Gloucester with a replacement road service to Kemble, Stroud and Stonehouse As I said in my earlier post quality of NR track and signal maintenance on the GWR long distance lines really not great at present - and not obvious what will improve it any time soon

 

[Parallel]

Also the Cheltenham - Southampton Via Swindon train was diverted via Bristol today, non-stop Bristol Parkway to Trowbridge! That’s not something you see everyday.

 

[OxtedSignaller]

I just heard it's going to get nasty on GWR - DOO is being implemented on some 800 stock as far as Didcot apparently ! Thought GWR had side stepped all that !!!

I heard that some Oxford DOO services will be operated using 800 stock obviously the RMT are not happy about it but I don’t see what they can do about it it’s a DOO equipped train running on a designated DOO route.

 

[Wilts Wanderer]

I heard that some Oxford DOO services will be operated using 800 stock obviously the RMT are not happy about it but I don’t see what they can do about it it’s a DOO equipped train running on a designated DOO route.

That is the plan, but until an agreement for DOO operation is reached with ASLEF and the relevant LTV driver depots are put through the lengthy training programme, the Padd-Oxfords that don’t run through to the Cotswold line will be covered by Turbos and (to a gradually reducing extent) HSTs.

Technically there are problems with DOO formations of longer than 5 cars due to the number of bodyside camera images exceeding the maximum that the ORR have deemed safe for a driver to check during dispatch. So when DOO 800s finally happens it will probably be limited to the shorter (off peak) formations.

 

[tiptoptaff]

Also the Cheltenham - Southampton Via Swindon train was diverted via Bristol today, non-stop Bristol Parkway to Trowbridge! That’s not something you see everyday.

Due to a track fault. Not much GWR can do about that really.

 

[Parallel]

Due to a track fault. Not much GWR can do about that really.

To be fair, I wasn’t complaining - Just never seen that stopping pattern before.

 

[LordCreed]

Due to a track fault. Not much GWR can do about that really.

Actually a fault due to a worn cable being found during routine testing. Two hours to implement degraded working and free the trapped trains is rather excessive .

 

[Deepgreen]

I live on the North Downs line. My last few trips from Dorking Deepdene to Guildford and back (spread over the period December 2017 to late April 2018) have included:

1. The use of class 165s on most Gatwick Airport workings (no first class, trolley service or adequate luggage space), while at the same time using 166s on several Redhill 'slow' diagrams which are not advertised to have first class or a trolley service!

2. The complete lack of any form of shelter at Dorking Deepdene on both platforms. The shelters were removed in late 2017 and nothing has replaced them, and not a word is posted about what is happening! The last journey was in pouring rain and people were not happy.

3. Many guards' ticket machines (mobile 'phones clipped to larger devices) having run down batteries and being unable to sell tickets.

4. The external and internal information displays being faulty - many trains simply show "Great Western Railway" as their destinations. This has been going on for years with no effort to provide the required information.

5. Platform litter bin bags simply dumped on the ground instead of attached to their frames.

An absolutely disgraceful performance over a long period. My complaints to GWR as far back as December have also been unanswered, so I have now gone to the ORR to take action over their dire failures.

 

[theironroad]

Nothing positive ever, ever seems to happen when you come into contact with the railway.

Glass half empty?

 

[pt_mad]

I live on the North Downs line. My last few trips from Dorking Deepdene to Guildford and back (spread over the period December 2017 to late April 2018) have included:

1. The use of class 165s on most Gatwick Airport workings (no first class, trolley service or adequate luggage space), while at the same time using 166s on several Redhill 'slow' diagrams which are not advertised to have first class or a trolley service!

2. The complete lack of any form of shelter at Dorking Deepdene on both platforms. The shelters were removed in late 2017 and nothing has replaced them, and not a word is posted about what is happening! The last journey was in pouring rain and people were not happy.

3. Many guards' ticket machines (mobile 'phones clipped to larger devices) having run down batteries and being unable to sell tickets.

4. The external and internal information displays being faulty - many trains simply show "Great Western Railway" as their destinations. This has been going on for years with no effort to provide the required information.

5. Platform litter bin bags simply dumped on the ground instead of attached to their frames.

An absolutely disgraceful performance over a long period. My complaints to GWR as far back as December have also been unanswered, so I have now gone to the ORR to take action over their dire failures.

Wouldn't the lack of station shelter from the rain be down to network rail? Certainly a potential canopy would be, not GWR.

 

[cactustwirly]

I live on the North Downs line. My last few trips from Dorking Deepdene to Guildford and back (spread over the period December 2017 to late April 2018) have included:

1. The use of class 165s on most Gatwick Airport workings (no first class, trolley service or adequate luggage space), while at the same time using 166s on several Redhill 'slow' diagrams which are not advertised to have first class or a trolley service!

2. The complete lack of any form of shelter at Dorking Deepdene on both platforms. The shelters were removed in late 2017 and nothing has replaced them, and not a word is posted about what is happening! The last journey was in pouring rain and people were not happy.

3. Many guards' ticket machines (mobile 'phones clipped to larger devices) having run down batteries and being unable to sell tickets.

4. The external and internal information displays being faulty - many trains simply show "Great Western Railway" as their destinations. This has been going on for years with no effort to provide the required information.

5. Platform litter bin bags simply dumped on the ground instead of attached to their frames.

An absolutely disgraceful performance over a long period. My complaints to GWR as far back as December have also been unanswered, so I have now gone to the ORR to take action over their dire failures.

Surely the use of 165 doesn't affect the provision of a Trolley. I've been on a few 165s with a trolley on fast Oxford diagrams.
The 166 allocation does seem a bit weird, I've seen 166s on the Henley Branch, when 2 car 165s are used on Oxford fasts...