Summary Minutes of Passenger Panel Meeting Date – 30th September 2011 Venue – Grand Hotel, Swansea
Present
Arriva Trains Wales Ian Bullock (IB), Customer Service Director (Chair) Chris Davidson (CD), Customer Relations Manager (Minutes) Teleri Jones (TJo), E-Marketing Co-ordinator Georgia Cottrell (GC), Graduate Management Trainee
Passenger Panel Philip Evans (PE) Ted Jones (TJ) Christopher Boulter (CB) Elizabeth Pettit (EP) Peter Bailey (PB) Rowland Pittard (RP) Peter Morris (PM) Carole Standley (CS) Jim Treloar (JT) Will Rees (WR)
Apologies
Arriva Trains Wales Michael Vaughan
Passenger Panel Peter & Christine Harris
1 Matters Arising
1.1 IB opened the meeting and recorded apologies from those noted above.
1.2 IB asked the Panel if there were any comments regarding the accuracy of the minutes of the previous meeting. None were raised.
1.3 JT asked whether there was an update on the planned visit by Panel members to LNWR Crewe to see the Class 158 refurbishment programme in progress. CD advised that it had been difficult to find suitable diary availability over the Summer period but that an effort would be made to schedule this before the end of the year.
1.4 PM asked whether Network Rail’s devolved management structure for Wales had been put in place yet. IB advised that the new structure came into effect on 17th October.
1 1.5 PM also asked whether there were any updates for the /group regarding Gowerton redoubling. IB advised that he was not aware of any progress since the last meeting, although CD was aware that some discussion had taken place regarding the station lease area for the additional platform. IB said he would ask the Project Manager dealing with this in ATW for an update and feed back as appropriate.
Post-Meeting note – Network Rail have advised that the current anticipated completion of the station works and line re-doubling will be during Spring 2013.
1.6 PM raised another query regarding the Loughor Bridge, as Network Rail had commenced work in the area recently. CD stated that as the work had not resulted in any significant engineering possessions being taken he was not certain, but he would make enquiries and feed back appropriately.
ACTION (ATW) – CD to update PM on works being undertaken by NR at Loughor Bridge.
1.7 JT asked whether there was any further news on the steps being taken by ATW and Welsh Government (WG) to address overcrowding. IB advised that this issue is discussed regularly with WG, but that currently there were funding issues preventing any further capacity improvements and ATW knows that revenues will not cover the cost of these units on a commercial basis.
2 Performance & Customer Relations Update
2.1 IB delivered an overview of ATW’s train service performance during the last full 4-week reporting period.
2.2 CD provided an overview of the key Customer Relations issues from the previous four-weekly reporting period. In particular, CD outlined the continuing challenges on the team since the introduction of ERTMS on the Cambrian route, which has continued to push the moving annual average of new cases created per period significantly higher than it was in the same point in 2010.
3 Business Update
3.1 IB updated the group on other developments within the business. Financially ATW is performing as per budget, and passenger numbers across the network were broadly in line with expectations. However, a decline in passenger numbers from the top of the Valleys network had been noted recently. A number of factors were thought to be behind this, including revenue protection, competition from local bus services and macroeconomic factors.
3.2 Looking more generally at Arriva UK trains, IB advised that there had been closer working between the former DB TOCs and the existing Arriva TOCs, an example being the recently established Customer Service Directors Forum. Also a permanent rail bid team was being established with a view to supporting a long-term strategy of bidding for future franchises.
2 3.3 PM asked whether there was still a place for WG and Passenger Focus at the Passenger Panel. IB replied that if there is a specific issue that we feel appropriate to get involvement from these organisations, we will invite representation; however we won’t ask them to attend as a matter of course. In the case of PF, that organisation has downsized significantly and they have cut out the posts of Passenger Link Manager.
3.4 IB advised that the Class 158 refurbishment programme has fallen slightly behind schedule due to supplier issues, specifically involving the new seats and PIS.
3.5 IB advised that as far as electrification was concerned, a high level steering group has been formed to look specifically at the Valleys.
3.6 There was an update on the North-South “Gerald 1” and “Gerald 2” projects. WG officials have advised that all expenditure is under review, and that a decision was due sometime this Autumn. The contract for “Gerald 1” has been extended until 31st Match 2012, at which time our arrangement with Virgin Trains to lease Class 57 locomotives ends.
3.7 EP asked whether the December 2011 timetable changes would be for 12 months. CD confirmed that this would be the case to avoid major changes just prior to the Olympics, however IB added that there would be an opportunity to make minor amendments in May.
3.8 RP expressed concern that the additional Fishguard services were not very suitable for making day trips to the area from Bridgend. IB advised that the timetable that has materialised is a compromise between what could be done with the level of resources available to us and various aspirations. IB updated the group on the plans to reopen Goodwick station and the associated work that would be required. PE asked whether the 5 trains per day were being operated using existing fleet resources, which IB confirmed was the case.
3.9 IB concluded by explaining that despite recent media coverage, ATW has received no indication from WG as to how the McNulty report might impact on the current franchise. JT asked if this may change in the future, and IB responded that there may be some future pressure to save expenditure.
3.10 IB also provided an update regarding Network Rail’s devolved management structure for Wales. Mark Langman has been confirmed as Managing Director. A discussion followed in which it was confirmed to the group that the date for devolution was still believed to be November and that where ATW routes crossed into England the management would be aligned to routes rather than the geographic boundary of Wales.
4 Performance & Customer Relations Update
4.1 IB provided an overview of ATW’s performance during period ATW0911. Of note, Network Rail’s performance has declined, especially in the Cardiff area. The periods since the introduction of ERTMS on the Cambrian route have been difficult, and have undone the good level of performance seen in
3 2009/2010 which has been very disappointing. A new software release for the on-train equipment was expected during the Autumn which was promising.
4.2 IB also advised that cable theft was continuing to have an increased affect on our business. PE asked if we had any information on how any arrests had subsequently dealt with by the court, particularly given the safety issues. IB replied that he did not believe the courts took these offences seriously enough, however the BTP believe that legislation needs to be amended.
4.3 CD updated the group on the current level of customer correspondence, and provided a commentary on the main trends and themes in complaints logged. Of note was the continued impact of Cambrian disruption on complaint levels, although this was stabilising.
5 Website Updates
5.1 TJo provided the group with a presentation outlining a forthcoming redesign of the ATW website. A detailed preview of the Rainbow Boards and Journeycheck tools was provided, along with an explanation of how this works with some back-office systems that ATW had upgraded recently (Tyrell IO).
5.2 JT noted that one customer regularly checked the Passenger Panel section of the site, and had recently criticised the lack of updates. CD advised that this would be addressed and summary versions of recent meetings would appear soon.
5.3 RP asked if the website could be used to give greater prominence to “good news” stories. TJ advised that this would be fed back.
6 Station Projects
6.1 Owing to time contraints and noting that some of the Panel members had some distance to return home, IB suggested postoning the Station Projects update until the next meeting. The Group agreed with this suggestion.
ACTION (ATW) – Station Project update to be included in next Panel agenda.
4 7. Any Other Business
7.1 PB raised a problem that he experienced recently whereby a late-running Merseyrail train missed a booked connection at Bidston with an ATW Wrexham Central service. IB replied that it is difficult to hold Borderlands services owing to the lack of recovery time at each end of the route. There was still an aspiration by Merseytravel for the route to ultimately become part of the Merseyrail network, although this would be subject to the route being DC electrified.
7.2 PM asked whether there were any plans to set any sub group dates, and whether there was an update on the proposed visit to LNWR. With regard to the sub-groups, CD noted the lack of sub-group activity of late and would discuss this with Michael Vaughan with a view to arranging a programme into 2012. CD advised that arranging dates with LNWR had proven difficult owing to leave commitments over the Summer, but would endeavour to arrange this during November/December.
ACTION (ATW) – Agree forward programme of Sub-Group meetings and arrange visit to LNWR for November/December.
7.3 CS wished to note dissatisfaction with the level of evening service that Ferryside has since the May timetable change. This had already been passed to CD by e-mail, and CD responded that the 1906 Carmarthen to Swansea would call at Ferryside and Kidwelly upon request from December. However addressing the gap in Westbound service would require further investigation.
7.4 CS asked what the position is regarding the scheme of Harrington humps that had been proposed across the ATW network. IB provided a detailed response outlining some of the issues around contractualisation of the project with WG.
7.5 IB confirmed that the next meeting would be held on Friday 9th December in St. Mary’s House, Cardiff. PE noted his apologies in advance.
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