Station Help Points

A recent claim was made by a contributor to the forum regarding station help points:

RJ said:

there is a help point at every single station on the network where someone should be able to provide some clarity on what to do if your train is not shown to run to its destination. They will either tell you that the train is going to where you need to go, or give dispensation to travel on another service if appropriate.

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Rather than cluttering up that thread, I wonder if anyone would be able to elucidate for me please because I am curious:

- When did every single station in the country get a help point installed? I would have thought that this would be fairly major news as even some larger stations lacked help points until recently. Can anyone suggest a date?

- Whom do help points connect to? Are they all now a direct connection to train company customer service or control staff?

- What experiences do people have with help points giving out dispensation to travel? The one time I've asked for this at a help point, some time ago now, it was flatly refused. When did this change?

Thank you in advance.

At larger manned stations where I work the help point “Assistance” button goes to the station control room. At smaller stations it may go to a station phone; perhaps a mobile or in a ticket office, or redirect to a bigger station with a station control room. If unanswered it goes to Control.
The information button goes to the NRE call centre.

My experience of using help points:

Totnes - I did as the operator instructed in order to continue our journey during disruption, and the XC Train Manager chucked us off the train, stating the operator had no authority. A GWR Guard said the TM was well known in the area for all the wrong reasons. This was a few years ago so hopefully XC have dealt with the individual since then. In hindsight I should have stood my ground.

Garforth - There was no answer!

Off the top of my head I can't think of any other occasions when I have attempted to use a help point. So not exactly a great experience.

yorkie said:

Garforth - There was no answer!

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That does happen sometimes, but really shouldn't. There is no way of knowing if the person(s) who should have been manning the line were otherwise disposed but there should always be an answer.

I have to check them when I'm lone working and if there is no answer it has to be reported.

There are also a few help points with buttons labelled "Announce next train" or similar, which reads the next couple of departures in the same somewhat irritating automated voice as most station announcements.

Where do these connect to? I'm sure someone posted a phone number or something similar for this a while ago, but I can't find it. Or does it just connect to something within the station?

I hadn't realised there are help points at all stations I use or pass through.

Does the Peartree intercom fit in this category? I've used this but can't remember seeing a help point there recently.

The only occasion that I've used one was at Crianlarich about 20 years ago; it was answered by someone in the Banavie signalling centre who gave a very helpful answer about why my train hadn't turned up and when it was expected to do so. However I've seen reports on these forums of help points that just connect to NRE in India, who tell you what should be happening according to the timetable but have no idea what actually is happening.

There is no ‘help point’ at Clifton station in Manchester. Not much fun last night when the only northbound train of the day was cancelled with no alternative. No announcment facilities, no indicators either. No bus service on the adjacent road at that time of the evening.

Nice Transport for Greater Manchester branding on the totem though. But plenty for the Mayor to sort out still.