Below are the FAQ taken from the FCC website, which I thought you all might find of some interest. I have also added my comments and thoughts in red.
Thameslink route revised timetable – what’s happening
Please accept our sincere apologies for recent unprecedented levels of disruption. We share your frustration and are doing everything we can to restore the service to normality as quickly as possible. Apology NOT accepted!!
Revised timetable
As your usual timetable was becoming increasingly untenable because of short notice forced alterations, the decision was made to introduce a revised timetable from Thursday 12 November. Although the revised timetable means that we will operate a reduced service, it should be more dependable and reliable. All trains should be formed of eight carriages. More dependable + reliable?? So they might turn up?
We know that the introduction of the timetable wasn’t as trouble free as it should have been and we are making changes in light of the invaluable customer feedback we’ve received.
What is happening and why?
First CRapital Connect has a large establishment of drivers available to operate the timetabled service. From that team there are a number of drivers on long term sickness (I want to see doctors letters!) and others who are restricted in the duties they can perform. There are also a number of drivers progressing through the driver training programme which takes a year to complete. Again this reduces the total number of active drivers to operate passenger trains.
Although we have operated your service for three and a half years with these limitations, First Capital Connect along with other train operators relies on a certain amount of flexibility with drivers working a combination of overtime and rest days to operate the service. While we have been in routine pay talks with drivers, a steadily increasing number have withdrawn from working rest days and overtime where they have previously been willing to do both. This is not official industrial action and there exists a Rest Day Working agreement with the trade unions.
Why don’t you just employ more drivers?
We are recruiting more drivers. We have already taken on 38 more to facilitate the new Thameslink route timetable introduced earlier this year and we will have 20 more passing out in spring next year. The whole training programme takes a year to complete, and there are no short cuts. Well, you should have started earlier.
Why didn’t you tell us about this before?
We have always attempted to be open and honest with customers regardless of how tough the message may be. The situation has developed into significant disruption as a growing number of individuals increasingly withdrew from working rest days and overtime.
In hindsight perhaps we should have assumed worse case scenario from the beginning. We apologise that the message we have communicated to you has fallen short and our reaction to unfolding events may have seemed reactive rather than proactive. It is always worst case scenario with FCC, no asumptions need to be made.
What are you doing about it?
We have made what we believe to be a fair offer given the current economic climate and unprecedented duration of the recession.
Our revised offer is a two-year package and includes:
- No increase for the first year from April 2009
- A minimum increase of 3% for the second year starting April 2010
- A payment of £200 in April 2010 in addition to the base pay offer
Why have some services been shortened?
It may seem logical that if we are running less trains, they should all be 8 carriages long and in an ideal world this would be the case. However the driver shortage also means that we have less resource available to carry out shunt manoeuvres in depots and move around empty trains used to strengthen services. The new timetable has been built with 8 carriage trains forming all services.
How do I check my journey?
Travel information is available on this website . Up to date information can be found by clicking through to “Live Train Updates” or selecting the “Live Departure Board” of the station you hope to travel from. Information is also available via National Rail Enquiries on 08457 48 49 50.
Is my ticket valid on other train/bus/tube services?
Ticket acceptance has been arranged for London buses and all London Underground lines via any reasonable route. Inter-available ticket arrangements exist between the Thameslink and Great Northern routes and with East Midlands Trains between London and Bedford. South West Trains are currently accepting tickets via any reasonable route. Southern are now accepting tickets via an reasonable route. Please check the website for further updates.
Can I claim compensation? PLEASE EVERYONE – DO THIS
If you have been delayed by thirty minutes or longer then you can claim compensation via the usual Delay Repay process. Customers are reassured that compensation will be made in line with the usual timetable, not the revised timetable. As long as you make your claim within 28 days this can be for multiple journeys. You must provide details of the date and times of the trains you tried to catch in order for your claim to be processed and provide details of your journey or season ticket. The easiest way to do this is via our website www.firstcapitalconnect.co.uk/delayrepay
More information on claiming is available on the web site or through the Customer Relations team on 0845 026 4700.
When will the disruption end?
We hope to resolve the issue as quickly as possible, ongoing negotiations are progressing at the highest level in the business. Don’t hold your breath.
What is happening on the Great Northern route?
We encourage customers to use the Great Northern route wherever possible as there should be minimal disruption to services on this part of the FCC network. It’s more likely any problems on the Great Northern route will be concentrated on occasional Sundays, so again, do check the website.
First Class
During this time, first class accommodation on Thameslink will be declassified to maximise capacity. We apologise to First class ticket holders, however customers holding first class tickets will be able to apply for compensation through customer relations if you cannot get a seat in first class. What a joke – first class areas are always maxed out even on good days.
Will there be a strike?
ASLEF have balloted their members for strike action and the result will be known on 9 December. We are working to provide the best possible timetable each day and limit the disruption caused. Talks will continue and we hope for a speedy resolution.
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9 comments ↓
“Thank you for contacting First Capital Connect and telling us about your journey experience.” Er… No, I didn’t tell you about my “journey experience” because there was NO journey! There were no trains! There were no signs in the station saying that trains were not running. After I’d bought our tickets we looked at the monitor to see which platform we needed. It said “bus”. That was the ONLY indication that there were no trains running. There were no signs telling us where to catch this mysterious bus. We waited on the street and saw no buses and no signs with “replacement bus service” on them. We gave up and went home. First Capital Connect says that there is a £10 administration fee for refunds and as our tickets were less than £10 a refund is not applicable. Thieving bastards is what they are!
[...] The changes have understandably gone down badly with commuters. The writer behind the I Hate Thameslink blog tore into their reasons and apologies in this scathing post. [...]
WTF!!! This latest excuse of making money by the “great” FCC is becoming a joke. The increase my fare by 7% so that there can be MORE crowded trains, MORE delays, MORE cancellations and MORE “we are sorry but there is nothing we can do”.
These is not on!!!!
I really hope everyone puts a claim in and complains!!
Dear all,
If your a London commuter, please voice your frustration at the next “Meet the Managers” session which will be held on Wednesday 25 November 2009 at City Thameslink Station between 16:30-19:00.
Thanks
I will be there – with bells on.
Where can a timetable be found for services that should be running, prior to the cancelled ’services’. Or a list of which services are cancelled rather than what are running.
The revised timetable can be found here http://www.firstcapitalconnect.co.uk/content/doc/cms/Booklet%2013Nov%20V3%20SJW%20timetable.pdf but also check the home page @ http://www.firstcapitalconnect.co.uk for updates because on some days they are running a few more trains.
Why bother to publish a “revised timetable” if not even the scheduled trains run to it? Eg the 1713 leaving Farringdon heading north to Bedford, since 23/11 has been listed as semi-fast (ie fast St Pancras to St Albans, then Luton Airport, then Luton, the Flitwick, then Bedford).
However every day since then it’s called at all stations from St Albans north. I quizzed a member of staff at Farringdon yesterday, and was told the timetable was just a “guide”.
Why not be honest, FCC, ditch the published, revised, timetable, and just advise people to turn up and look at the departure boards?
A guide? thats is ridiculous. With a train once every hour in some cases you need more than just a guide.
What I find stupid is that they were handing out these A4 booklets with the revised timetable in, and then the next day they revised the revised timetable! What a waste of paper – the paper timetable was only useful for that day, but at which point I was already at the platform waiting for the train.
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