Visitors to the page since yesterday, 21st July 2010, have been greeted with this message (left):  “First Capital Connect has no more posts.”

This was certainly not the case just 24 hours before, when the page was filled with more than six months’ worth of messages from angry passengers asking – and getting answers to – their questions about FCC’s operations and failings.

Members of the “I Hate First Capital Connect” group on Facebook noticed the missing posts:

That “human-ness” I referred to in my last post? Completely deleted, just like the posts. And I’m taking bets as to how long the page will stay up – anyone want to give me some odds?

FCC also disclose that their target is for 90.32% of planned Thameslink services to run less than 5 minutes late at their final destination. Therefore, in the May – June period FCC underperformed even by their own standards! Why they do not have a target score of 100% is unclear, but at least they are now prepared to admit they do not offer customers a 100% train service, although we don’t we get a 9.68% reduction in our fares!

First Capital Connect’s excuse this time was as follows;

Performance was on target up until near the end of the period, however major signal problems occurred on the 22 June and a combination of factors including infrastructure and driver availability affected performance for the remaining days of the period. FCC is recruiting extra drivers and working with Network Rail to get performance back above target. This was the first period out of the last four, which have been below target. Periods 13, 1 and 2 running from 7 March to 29 May 2010 were above target.

FCC also cite a number of incidents that affected performance including a ‘Staff incident at Blackfriars’ on the 25th June. Could they be any more vague?!

On the great Northern route performance was 93.3%, against target of 94.65%.

The full report can be accessed by clicking here (PDF)

The performance stats are bad – but here at Ihatethameslink.co.uk we believe FCC do not disclose statistics which truly represent the route’s performance. We will shortly be launching a petition to ask FCC to disclose meaningful statistics. The petition will highlight the following points.

1. The Thameslink route is used primarily as a commuter route, but the statistics measure performance at the final destination. This should be changed to i.e. St Pancras International.
2. The statistics combine both rush hour and off peak travel. These should be separated.
3. Cancellation statistics are combined for Thameslink and the Great Northern route. These should be separated.
4. Services should be classified as ‘late’ after 1 minute, and not 5 minutes which is currently used.

If you have any other points to raise please email admin@ihatethameslink.co.uk or give me a shout on twitter @ihatethameslink or leave a comment below!

The move comes after many negative comments posted on its page since “The Troubles” of late 2009 and early 2010, when the beleaguered train company was running an emergency timetable, citing “Force Majeure” due to drivers refusing to work overtime. The Facebook messages from angry commuters were met with fairly light-touch moderation, and regular – if somewhat “toeing the line” – responses direct from the company’s PR department, who did seem to make an effort to answer some of the more difficult questions.

The staff member (known to regulars as “Miss FCC”) who had been moderating the Facebook page seems to have disappeared, leaving many posts unanswered. Suddenly, before the weekend, changes were made to the Facebook page settings – including the removal of the ability to make new Wall posts – but still no replies to existing messages.

Other changes mean that comments, even to existing posts, are hidden by default – meaning an extra click for each comment thread you might want to read. The comment threads were perhaps where the more vocal complaints were made, so this is a convenient way of hiding – but not entirely repressing – the most negative responses. The discussion board, where users could post longer complaints and queries, has also been removed – presumably with all the previous messages too.

While FCC’s responses to complaints were generally short, simple and corporate, many users appreciated the direct responses rather than going through the website contact form, and forgetting all about their query until “up to 28 days” later, when they would receive a flat response. With these changes to the Facebook page (which could potentially be permanent), a little bit more “human-ness” has been lost from what little was left of FCC’s corporate image.

The response noted that whilst the disruption experienced at the end of 2009 was unacceptable, FCC did not breach their franchise terms, and so the franchise cannot be taken away. The response then goes on to say that FCC have been improving and are recruiting additional drivers to lessen the reliance on drivers volunteering to work overtime and rest days

Given the severity of the disruption we feel this response is particularly weak. What is your view? Leave a comment.

The full statement can be read here.

You may have noticed that I haven’t posted for a little white – this is because I have moved, and only take the Thameslink occasionally. I now have to put up with the northern line.

It would be great to keep the blog updated, and so if you would like to contribute, either with Admin access to the site, or just send through a short blog entry to me now and then it would be great!

Please email admin@ihatethameslink.co.uk if you are interested!

Cheers.

Following the abysmal service experienced over the Dec/Jan period (when only 62.8% of trains reached their final destination less than five minutes late) First capital Connect continue to disappoint with only 76.8% of training running ‘on time’ in Jan/Feb.

It was also revealed that 8.3% of trains were cancelled for part or all of their journey across the whole FCC network. I Hate Thameslink has previously pointed out that FCC do not reveal how many cancellations occurred on the Thameslink route alone which we feel they should.

Anywho, you can read the whole document by downloading it here, but we have also summarised the main points below.

What can we get?

• A discount voucher to be redeemed when renewing a ticket either at an FCC booking office or via the FCC website
• Free tickets sent in the post
• A refund against the cost of their First Class ticket, in recognition that First Class was declassified for several weeks

The table below provides a guide as to what you may be able to claim for

How can I clam?

• From Wednesday 3 February until Sunday 31 March 2010, eligible Thameslink route season ticket customers will be able to apply for discounts, free tickets and refunds.
• Customers must complete an online application form available from Monday 8 February 2010 and provides proof of purchase.
• Customers can also fill in a paper application form and post it, along with proof of their tickets, to a special freepost address if unable to apply online.

Other useful Info

• Holders of inter-available season tickets, Oyster Travelcards, scholar/child season tickets, who fit the criteria outlined in the scheme’s terms and conditions, are also eligible.
• Free tickets can be given to friends and family to use.
• Tickets must be used by 31 December 2011.

It is still not clear how the compensation will be paid, if it will only be paid to annual season ticket holders, or if monthly ticket holders and oyster travelcard users will be also be compensated. IhateThameslink will be meeting with FCC and will be discussing compensation amongst other issues. if you have a question you would like to ask , just post a comment below or tweet @ihatethameslink.

Read the full Time article here

It would be interesting (and quite shocking) to learn the percentage of trains cancelled on the Thameslink route alone as this is likely to be sky high, but unfortunately FCC do not publish this information.

As always, if you have been delayed please claim compensation here for what it is worth.

The BBC also report that

Normally compensation to passengers would comprise tickets equivalent to five return journeys, but the First Capital Connect

said a “revised and increased” deal would be offered to commuters “in due course”.

The BBC do seem a little misinformed as normal compensation does not normally comprise of 5 return tickets – rather this was promised as a result of the recent disruption. It is ‘nice’ to know we may get more than the lousy 5 return journeys.

Furthermore, Paul Burstow MP has announced on his Twitter page that he has tabled and Early Day Motion (EDM) to strip FCC of the Thameslink franchise. So if you have your local MP’s details ask them to sign EDM 623!