'Transport Secretary to pull Automated Announcements off Platforms

[_toommm_]

Interesting article, once again involving the mystery that is Chris Grayling. He's now wanting to remove automated PA announcements as paasengsda find them irritating and repetitive.

While I do agree about the latter, man-made PA's are often inaudible, and I doubt they'd be PRM-TSI compliant.

Regardless, the article is here, and quoted below:
https://www.thetimes.co.uk/article/rail-passengers-to-be-rid-of-platform-announcements-zbjgmm2gf

Ding-dong: we’re sorry to announce that the infuriating platform announcement has been cancelled.

The transport secretary is about to pull the plug on automated announcements at rail stations because of concerns that they drive passengers up the wall. Chris Grayling has told train companies to employ more people to make announcements to ensure travellers are given accurate information. He said that widespread use of computer-driven PAs was leaving passengers frustrated and giving them little helpful information when something went wrong.

The minister’s action follows problems this summer when the introduction of new timetables backfired, with up to 800 trains a day cancelled in north and southeast England. An inquiry was told that many passengers were left in the dark with poor information issued via speakers and information screens.

Mr Grayling said that employing human announcers was needed to give passengers more up-to-date information such as the reason for a delay, when it would be resolved, alternative routes and how to claim compensation.

Speaking to The Times he said: “The automated announcements do nothing to show sympathy for inconvenienced passengers and often fail to provide vital information. That’s why I’d like to see, wherever possible, the return of a human voice at the other end of a microphone.

“Train operators are doing good work to harness tech solutions to provide passenger information, but they should make sure old fashioned customer service remains part of it.”

Robert Nisbet, of the Rail Delivery Group, which represents train operators and Network Rail, said: “Automated announcements take information from a number of sources to give the most precise information possible. In many stations operators can switch off or add to the automated system".

 

[Esker-pades]

Clearly all the other issues in his remit must have been solved otherwise he wouldn't be concerning himself with such an issue. Why on earth is he dedicating his time to this?

 

[Bletchleyite]

I have no issues with the automated announcements, but they really do need to pack in the irrelevant drivel about not leaving "cases and parcels" (wonderfully old fashioned image) around the place. Though that said, "See It, Say It, Sorted" *has* been reasonably successful - I remember the BTP number now which I didn't before.

I'd actually like to see some more targetted ones adding, such as "Welcome to X, your next connections are..." on arrival of a mainline train at a connection point, as the Germans do.

 

[ijmad]

What annoys me most is the automated apologies, when the (obviously computer) voice says "Southern are sorry for this delay and the effects this may have on your journey" or whatever. I would really rather they just stuck to the facts. An apology should cost something to be meaningful.

There are too many See It Say It Sorteds and Cases and Parcels... played ad nauseam at the larger stations.

I don't mind the factual ones about the actual trains and platforms. A lot could be edited down for conciseness.

 

[The Box Photter]

It's like the Captain of the Titanic deciding just after it hit the iceberg that it would improve the situation if his cabin was painted a different colour.

If this is an example of his command of his Ministerial Portfolio, we're in a worse position than I thought.

 

[ainsworth74]

Poor guy can't win can he? For years we've had wailing and gnashing of teeth at the level of announcements made on stations and now that the Transport Secretary has decided to do something about it he get grief for solving that problem instead of other issues!

 

[Andyh82]

Real person announcers aren’t all that. Often they are doing other jobs so you get one rushed announcement as the train pulls in, often in an inconsistent style.

Yes a computer apologising for the delay isn’t very sincere but at least you get all the trains announced multiple times and at the right time.

 

[ainsworth74]

Real person announcers aren’t all that. Often they are doing other jobs so you get one rushed announcement as the train pulls in, often in an inconsistent style.

That's not an issue I've noticed on LNER stations like York, Darlington and Newcastle. The announcements are all very audible, with good pace and clarity along with good timing in relation to arriving trains.

 

[mmh]

On the face of it, a very sensible proposal, surely?

 

[Bletchleyite]

On the face of it, a very sensible proposal, surely?

I'm not sure it is. Much as ATOS Annie sounds dreary as anything, her intonation is extremely clear and the information is generally accurate.

 

[Andyh82]

I’d like to see a real person announcer tackle somewhere like London Waterloo, they’d never be able to take a breath, and presumably would need two people on shift at any one time.

 

[ijmad]

Given the number of unstaffed stations on the rail network, how are they going to get human announcements?

Remote people in control rooms?

Does that infrastructure/capability exist already?

 

[gazthomas]

This sounds very sensible. When I wait for a train there is a "bamboozle" of announcements, about suspect items and the infamous "see it, say it, sort it". I like airline terminals that are silent and I can't see why it isn't applicable to railways. Most normal people don't litter, aren't terrorists, don't litter and so on!

 

[Bletchleyite]

That's not an issue I've noticed on LNER stations like York, Darlington and Newcastle. The announcements are all very audible, with good pace and clarity along with good timing in relation to arriving trains.

I do miss a few of then old manual ones for their character, such as the Aussie who did Euston, the Manchester Picc guy who could do all stations to Southport in one breath (who knew "Newlanebescarlanemeolscopansouthport" was one station?) and the female Preston evening announcer who used to sing the announcements beautifully - but ATOS Annie is clearer and easier to understand than the vast majority of them.

The one I miss at Bletchley isn't actually a manual announcer, but the original (tape-based, I think) autoannouncer who sounded the same as the original Tube "shouty man" "Mind the Gap" announcement, which does still exist at a couple of Tube stations. A proper classic Home Counties RP accent.

Actually, talking about the Tube, will someone tell their platform staff to shut up? They witter on like nobody's business. A mumbled "Standclearofthedoorsmindthedoorsmindthedoors" is not necessary. A clear autoannouncer would be a good improvement here, too.

 

[6Gman]

That's not an issue I've noticed on LNER stations like York, Darlington and Newcastle. The announcements are all very audible, with good pace and clarity along with good timing in relation to arriving trains.

On the other hand, some of us use Crewe.

Where one (human) announcer is frequently incomprehensible and also insists on saying "this is Liverpool Lime Street" when he should be saying "this is the service to Liverpool Lime Street".

The automated departure announcements are at least clear and accurate.

 

[Bletchleyite]

This sounds very sensible. When I wait for a train there is a "bamboozle" of announcements, about suspect items and the infamous "see it, say it, sort it". I like airline terminals that are silent and I can't see why it isn't applicable to railways. Most normal people don't litter, aren't terrorists, don't litter and so on!

I have wondered if they should consider a silent terminal approach, only announcing out of course running. This was however tried at Manc Picc and announcements were reinstated after pressure from those representing blind people. So there would have to be some kind of alternative to ensure accessibility was maintained.

 

[ijmad]

I’d like to see a real person announcer tackle somewhere like London Waterloo, they’d never be able to take a breath, and presumably would need two people on shift at any one time.

Between 0800 and 0900, London Bridge has 145 trains pass through. Clapham Junction has 143.

That's between 2.4 announcements per minute. Gonna be a lot of hoarse throats.

 

[CC 72100]

I find the automated announcements far clearer and (naturally more consistent) than the manual announcements at places like York.

I'm sure Grayling won't mind all the subsidies to pay for all the newly created announcement posts either?

And also maybe Grayling needs to look closer to home as for where some of these announcements have come from.

 

[Darandio]

That's between 2.4 announcements per minute. Gonna be a lot of horse throats.

They'll figure out a way, neigh bother.

 

[tommy2215]

Many stations don't have enough staff to manually announce all the trains. Often I've found manual announcements to be very muffled and quiet too. Perhaps some of the security and safety announcements could be removed, but automated announcements are very useful.

 

[Bletchleyite]

Many stations don't have enough staff manually announce all the trains. Often I've found manual announcements to be very muffled and quiet too. Perhaps some of the security and safety announcements could be removed, but automated announcements are very useful.

A good policy change would be to prohibit static information from being shown on electronic displays and from being announced automatically.

Static information should go on posters.

 

[Llanigraham]

On the face of it, a very sensible proposal, surely?

And what happens at unmanned stations?

 

[ijmad]

They'll figure out a way, neigh bother.

LOL, yeah that was a typo, horse/hoarse. Fixed it.

One thing I notice is stations where they use the male and female announcer voice to good effect, two announcements can play at the same time and the ear can 'tune in' to one or the other. This will not be the case for every possible pairing of on duty human announcers at a typical station.

 

[700007]

Real person announcers aren’t all that. Often they are doing other jobs so you get one rushed announcement as the train pulls in, often in an inconsistent style.

Yes a computer apologising for the delay isn’t very sincere but at least you get all the trains announced multiple times and at the right time.

I think when used appropriately and given the write information to read out, the automated system is better.

However there are some really good platform assistants that seem to do a really good job, notably on the Central line at Tottenham Court Road, Stratford and Oxford Circus. The TfL Rail lot at Stratford as of late have been quite good as well.

 

[bramling]

I have no issues with the automated announcements, but they really do need to pack in the irrelevant drivel

I agree, however it won't happen - for many dullard railway managers the answer to most situations is an announcement, sadly.

 

[Skie]

A good policy change would be to prohibit static information from being shown on electronic displays and from being announced automatically.
Static information should go on posters.

Thats sensible, there is lots of useless guff on the displays these days and all it does is punt the useful info off. At some stations there are rotations on the boards that say if your train is formed of x coaches, then go and stand further down the platform. A poster would be perfect for that, or common sense.

Also bin the "inclement" weather announcements for stations that are all but a few percent of platform under a roof. I'm sure people walk about in the rain at some point in their lives before arriving at a train station, there shouldn't be a need to tell people how to manage a wet floor. And if the station surface is sufficiently dangerous when wet, perhaps fix that issue.

 

[Darandio]

LOL, yeah that was a typo, horse/hoarse. Fixed it.

You should have kept it like that, it's very relevant.

Chris Grayling is like one of those horses in the Grand National that has unseated it's jockey. Yet it still carries on with no real sense of where it's supposed to go.

 

[Tio Terry]

A good policy change would be to prohibit static information from being shown on electronic displays and from being announced automatically.

Static information should go on posters.

How well would that serve the visually impared? Surely they need the spoken word?

 

[Bletchleyite]

How well would that serve the visually impared? Surely they need the spoken word?

That is true, though most of the kind of static information under discussion is not useful to anyone and is just a box-ticking exercise, such as asking you not to leave "cases and parcels" unattended and the likes.

 

[Cardiff123]

Whilst waiting in the waiting room at Swindon a few years ago, "Please take care on the stairs" was playing every 30 seconds. I was only waiting there 15 mins but it drove me up the wall!