The Power of Information

A guest blog by @BigDoodyBoy

So, Monday 29th of October 2012 was another of those days Southwest Trains would like to forget. Overrunning engineering work and 2 passengers taken ill had a devastating effect on morning services with some lines not restored to full operation until after 16:00.

If there was any doubt as to the effect, you only need to look at the photograph I took at 08:45 of the lower concourse at Waterloo. It clearly shows that no-one was arriving.

Commuters were taking to twitter in droves complaining about a lack of trains and a lack of information. Three incidents bringing a whole network to an almost complete
standstill certainly warrants complaint although given how often it happens there must be some intrinsic logistical nightmare that just cannot be overcome. What intrigues me, though, were the complaints about lack of information. For the first time ever, I did not experience this problem and what a difference it made.

We have all heard about information being power and we all believe that having better information would allow us to better manage our own travel options in times of adversity.
And so, we've all complained vociferously about its complete absence when Southwest Trains services go into meltdown. But would having better information really affect your decisions and effect a better outcome? From Monday's experience, I would say "yes". In fact, it would have to be a resounding "YES!".

By 07:00 text alerts and twitter had informed me of problems on my line. Information was available on the t'interweb about the cause, status and the actions being taken. National Rail Enquiries live boards showed services running late, those delayed and those cancelled. I could also get arrivals information that corroborated the anticipated delays and monitoring this over breakfast showed that nothing was getting worse. All I had to do was choose one of three possible services which, given the information available, looked like the best one to get me past the problem area with the least disruption. The outcome? I took a diverted service and arrived at Waterloo only 5 minutes late but almost 15 minutes sooner than Southwest Trains anticipated. The fact that all of the information was correct, consistent and not subject to change at a moment's notice was a both a welcome surprise
and a key point in achieving the result.

But what of others who just turned up? Well, on the train, at every stop, the guard announced that the service was diverted and gave details of the new stopping points. No- one could complain of not knowing where they were going nor be under any illusion as to how long things would take.

This may have been the perfect storm of information availability, accessibility and reliability but it illustrates just how powerful accurate and timely information can be.

So, Southwest Trains, next time you fail to run a decent service, at least provide actionable information to all affected people. You never know, they might actually start thanking you for it!

Thank you.

Not me Guvnor

My 6%, your 6%, the national average of 6%... 

Train fares are all over the news at the moment: BBC are challenging it, Channel 4 seem opposed to it, Channel 5, well they've got some bird who works for the Daily Mail featuring, so that's the big news for them. 

Everyone seems to be angry. Bob Crowe is angry with the Train Operating Companies for having ga zillions of profit. The average Joe (me) seem to be torn between raging against the same machine and raging against the Government. The Conscientious objectors point out that we should all rage against the companies that lease the train carriages. 

"Who is to blame?", others cry. As Mavis from Corrie used to say: 'I don't reeeally knoooow'. Obviously. I'm but a mere commuter, with no insider knowledge on governance, train operators and the rest. But the more people they claim are responsible, the more diluted the message. And the less likely any action is to succeed. Same old story, rumbling on ... 

All I do know for certain is this: 

- I go to a South West Trains vendor, cross their palm with silver and get a ticket to travel. 

- From January 1st 2012, I was made to pay 6% more for the pleasure - I started keeping a diary of delays, problems, service etc. 

- You can see from this blog what the service is like, but that's anecdotal evidence, so who will listen to that? 

- So here is a fact. A real fact, not manipulated for any gain or a figure massaged to make the service look either better or worse. 

- From 1st January - 1st August 2012. 20% of all my journeys on South West Trains have been delayed (5 mins or more) or cancelled. 

- From 1st January - 1st August 2012 I have recieved £0 of compensation 

Whoever is 'to blame', I pay my money in good faith to South West Trains. As I am being forced ('forced' because they have a monopoly and I have no other viable way of getting to London) to pay 6% more again from January 1st 2013, is it too much to expect that service should improve and compensation should be clearer and fairer? 

Apparently so.

My 6%

Rail fares went up by 6% on January 1st 2012.  

Service levels up? 

No 

Capacity increased?

No 

Less delays?  

No 

Compensation for delays? 

No. 20% of my journeys on South West Trains since 1st January 2012, have been delayed (5mins+) or cancelled.

And so we will have this infinitum for ever and ever. In today's Top news story, Rail fares are to increase by another 6% next January. 

Is there really nothing that can be done? Is this it? Surely someone out there has a great idea for some form of protest that doesn't impinge or break laws, but does give decent coverage to help the cause? 

Help required. Apply within.

The Big Society

Friday Shoes Winner

Having witnessed one of the greatest sporting weekends in living history for Britain, it would seem churlish to moan about trains. So I won't. 

In fact South West Trains have been remarkably quiet on my route. Plus obviously, we have the lollies. Well, we don't, but the #lollywatch is on and that's a rather splendid touch by South West Trains at London Waterloo. They're strawberry splits, in case you were wondering. 

But even more anti-moany this week has been the real success of #Fridayshoes (if you don't know what I'm on about, see previous blog). Not only did we commuters manage to raise £260 out of nowhere for a small and very grateful charity (The Tree of Hope), but even my nemesis, the former root of all Signal failures, geese on the line and weather issues, the MD of South West Trains, agreed to match what we'd made. 

I'm sure some could question the gesture, but in the spirit of the Olympics, I am not one of them. I couldn't care less about an ice lolly, but offering cash to help a great cause will stick with me; won't stop me continuing crusade for fairer compo, better service etc. 

But it will stay with me. Thank you South West Trains, I'm very grateful.

The South West Trains Montage of Misery 7th - 16th July 2012

Thank you to so many of you for continuing to send me your pictures for the South West Trains Montage of Misery. As I always say, this isn't just a place for me to moan, I would rather it was a collective way for us all to document just how rubbish South West Trains are.

If this is your first viewing, it is a Montage of all that is crepe about South West Trains. If you're wondering why I keep using the term 'South West Trains', it is an attempt to get Google to notice me more. Hey, google, over here, cooee!

Back to subject, this week's South West Trains Montage of Misery documents:

- A tongue in cheek protest by cycling commuters. (Last Monday, South West Trains went from saying no non-folding bikes AT ALL would be allowed to travel during the Olympics, to completely changing their mind by Friday. Most amusing). Would a kids bike be allowed to travel?
- The state of certain station platforms. More Chessington World of Tip Juice, then adventures
- Overcrowding, or what we now like to call 'normality' on South West Trains
- Overrunning engineering works. Which now happen so regularly they should just be called 'daily engineering works'.
- People in Ashford, Surrey wanted to take the train and go and see the Olympic Torch. South West Trains didn't duly oblige.
- The continuing Curious Incident of the South West Trains cars in Weybridge car park (has been going on since March, see original blog post here for more info)

As always, all pictures are really much appreciated. The only ones I do not publish are 'personal' ones (so any about staff doing the wrong thing, or those that focus solely on an individual. This isn't because I don't think individuals should be held to account, but more because I don't think it is my place to be the one to hold them there.

Any new ones to add for the next time, please either email me my6percent@gmail.com or tweet me @my6percent

The South West Trains Montage of Misery 3rd - 6th July

Wow. Even the Montage of Misery appears to be attracting some love from you. Thank you for continuing to send these through. There are some absolute crackers. So many, in fact that I've had to forego the usual 'once a fortnight' rule for new Montages and put up a new one only 4 days after the last.

This one documents:

• The continued and worsening severe overcrowding (many having to stand for over an hour on a daily basis)
• The issue of bikes - should they be allowed at peak time? What services can they be brought on? Should they use up 4 seats when others are standing?
• Great shot found by @jdgwarren of the goose on the loose - a few months old, but amusing nevertheless.
• The continued problem of the unusable car park, which has been going on since March (see this blog for more info The Curious Incident of the Trucks in the Car Park)
• And, for your amusement, a most enormous beanbag

If this is the first time you've looked at this, it's a montage of all that is shockingly awful about South West Trains. You go on them though, so you probably know this already. If you have any you'd like to add to the next round (which by this rate will come tomorrow!), please do send them to me: @my6percent or email me at my6percent@gmail.com

I want to ride my Bicycle: A guest blog by @SimmoTheGypo

South West Trains: On the issue of bikes

Another guest blog for your delectation. They seem to be more regularly sent to me nowadays, which is great, because this isn't just meant to be me ranting away (as much as it looks that way). It is meant to be a place where you can share your opinions on South West Trains.

Let's face it, they are completely and utterly sh*tbags, in terms of reliability, space and schedule. The bright spots being many of their staff, who we've all (thanks to twitter) had the chance to converse/disagree/agree with. Shame their senior management, in their Ivory Towers, don't pay more attention, because one day, this abonimable level of service will come back to bite them. One day...

Anyway, enough of my witterings, here's @SimmoTheGypo guest blog:

Commuter cycling has never been more popular.  Brompton, the classic commuter cycle maker has seen sales rocket in recent years; and Evans, the high-end bike shop, has seen expansion fueled by rich city commuters, often buying expensive, bespoke cycles. The London Cycling Campaign, a lobby group, has 11,000 members.

London, thanks to this fashion, the ‘Boris Bikes’ scheme, concern about the environment, the cost of the London Underground, and events like the London bombings; resembles Beijing in parts, with many more cyclists on the road.  On the whole this movement has been benign, however, friction often occurs.  Cyclists, who flaunt road rules, frequently come into conflict with other road users and pedestrians. The rise of the militant cyclist – with head cams and loud cycle warning horns designed to scare the wits out of pedestrians who have the temerity to cross the road – have alienated some. Cyclists come under frequent attack and are subject to aggressive abuse. Around 18 cyclists are killed each year in London, although this is miniscule when compared to the number of journeys made.

This has led to more cyclists on the road and a rise in the number of commuters travelling to work with their bikes. For years we have been used to the discreet city cyclist, with a folded up Brompton, rubbing along quite nicely with their fellow commuters. For a while this was the only way to bring cycles on some trains, certainly during peak hours.  If full-sized cycles were allowed, they were traditionally housed in the carriage used for the post.  But with the advent of new ‘high-density’ rolling stock, the ability to store bikes without affecting passengers has diminished.

I travel on South West Trains (SWT), and use their Class 444 Desiro class trains.  These have space for 3 cycles in two carriages. On peak time trains there is often more than this. On one occasion I witnessed 6 cycles in this area, and the passageway to other carriages totally blocked. On other services, with different rolling stock, the situation is worse, with the area with wall seats taken up totally by bikes.  Cross Country’s busy Southampton to Reading route is frequently rammed with cyclists and their full sized bikes. This abuse of bike rules appears to be repeated on other lines and train operating companies (TOCs) thanks to the anecdotal evidence on my6percent’s and SWT’s Twitter feeds.

This results in comfort and safety issues for the majority of passengers who do not take their bikes to work. Furthermore, the space given over for bike storage could be converted to seating, perhaps leading to around 20 seats per formation, thereby reducing overcrowding. However, this is unlikely to happen: TOC’s see allowing bikes as part of their PR on green issues; cyclists are a vocal lobby, and will argue strongly against any reduction in on-train bike facilities.

There is something Network Rail and the TOCs can do about this. Policing the problem is an obvious way to get cyclists to comply. Pre-booking could help, especially on peak-time services. The train manager, or guard, who is responsible for the safety of the train, should be allowed to order cyclists to leave if they overcrowd or abuse bike provision.

Better provision could be made at terminals and feeder stations for bike storage and security.  London is fairly flat, and you do not need a top of the range bike to get around. If cyclists left their “home” bike at their origin station, and had a cheap bike kept at a terminal, or used a free Boris Bike, then the only issue would be for passengers dealing with the BO of their cycling co-travelers.