Finance, Funding and Value Capture for London's Elizabeth Line
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The Operator's Story Appendix
Railway and Transport Strategy Centre The Operator’s Story Appendix: London’s Story © World Bank / Imperial College London Property of the World Bank and the RTSC at Imperial College London Community of Metros CoMET The Operator’s Story: Notes from London Case Study Interviews February 2017 Purpose The purpose of this document is to provide a permanent record for the researchers of what was said by people interviewed for ‘The Operator’s Story’ in London. These notes are based upon 14 meetings between 6th-9th October 2015, plus one further meeting in January 2016. This document will ultimately form an appendix to the final report for ‘The Operator’s Story’ piece Although the findings have been arranged and structured by Imperial College London, they remain a collation of thoughts and statements from interviewees, and continue to be the opinions of those interviewed, rather than of Imperial College London. Prefacing the notes is a summary of Imperial College’s key findings based on comments made, which will be drawn out further in the final report for ‘The Operator’s Story’. Method This content is a collation in note form of views expressed in the interviews that were conducted for this study. Comments are not attributed to specific individuals, as agreed with the interviewees and TfL. However, in some cases it is noted that a comment was made by an individual external not employed by TfL (‘external commentator’), where it is appropriate to draw a distinction between views expressed by TfL themselves and those expressed about their organisation. -
Making Rail Accessible: Helping Older and Disabled Customers
TfL Rail Making rail accessible: Helping older and disabled customers May 2016 MAYOR OF LONDON Contents Our commitment to you page 3 Commitments page 5 Assistance for passengers page 6 Alternative accessible transport page 9 Passenger information page 10 Fares and tickets page 12 At the station page 16 On the train page 17 Making connections page 19 Accessible onward transport page 20 Disruption to facilities and services page 21 Contact us page 23 Station accessibility information page 24 Contact information back page 2 Our commitment to you TfL Rail is managed by Transport for London (TfL) and operated by MTR Crossrail. We operate rail services between Liverpool Street and Shenfield. At TfL Rail, we are committed to providing you with a safe, reliable and friendly service. We want to make sure that you can use our services safely and in comfort. 3 Our commitment to you (continued) We recognise that our passengers may have different requirements when they travel with us and we are committed to making your journey as easy as possible. This applies not only to wheelchair users, but also: • Passengers with visual or auditory impairment or learning disabilities • Passengers whose mobility is impaired through arthritis or other temporary or long term conditions • Older people • Passengers accompanying disabled children in pushchairs • Disabled passengers requiring assistance with luggage We welcome your feedback on the service we provide and any suggestions you may have for improvements. Our contact details are shown on the back page of this -
Joint Performance Improvement Update
Joint Performance Improvement Update Period 1 (2018-19) This report gives progress on the joint improvement plan for Govia Thameslink Railway (GTR) and Network Rail with punctuality data by route, as well as the main operational issues in the period (there are 13, 4-week reporting periods per year), and planned customer improvements. PPM* statistics and delay responsibility by route – Period 1 (to 28 April 2018) Gatwick Express Great Northern Southern Thameslink *The public performance measure (PPM) data above shows the percentage of trains which arrive at their terminating station within five minutes of the planned arrival time. It combines figures for punctuality and reliability into a single performance measure. A summary of key issues affecting performance in this period In period 1, GTR’s PPM was 85.2% with the main incidents affecting performance being the emergency services dealing with incidents near South Croydon on 7 and 19 April, these services dealing with an incident near Cricklewood on 3 April, a track circuit failure near Hornsey on 19 April and a vehicle striking a bridge near East Croydon on 11 April. The PPM for each of the brands for this period was: Gatwick Express 79.01%, Great Northern 87.33%, Southern 83.49% and Thameslink 89.33%. Delivering improvements for passengers Thameslink Class 700s There are 71 class 700 trains in regular service between Brighton and London Bridge or Bedford; between Wimbledon, Sutton, St Albans and Luton; on the Sevenoaks route and between Horsham / Littlehampton and London. Performance Strategy Huge investment is being put into the railway which will ultimately deliver more capacity through new and longer trains at the end of the Thameslink programme in 2018, as well as a transformed station at London Bridge. -
Strategic Rail Authority
Guidance on Complaints Handling Procedure Strategic Rail Authority February 2005 Contents Introduction 3 Principles 3 Accessibility and publicity 4 Simplicity of understanding and use 5 Speed of response 6 Confidentiality 7 Full and fair investigation 7 Effective response and appropriate redress 8 Monitoring, auditing and review 8 Interface with insurance claim publicity and procedures 9 Consultation 9 Annex A: Principles for dealing with ‘frivolous and vexatious’ complaints 10 Annex B: Principles for dealing with complaints involving two or more operators 12 2 Introduction 1. Passenger train and station operators are required to have complaint handling procedures, approved by the Rail Regulator (before 1 February 2001) or by the Authority (after 1 February 2001), in place from commencement of licensed operations. 2. Operators may propose whatever procedures best suit the needs and expectations of their customers and the requirements of their businesses. However, this guidance document sets out fundamental principles which the Authority will expect to see reflected in any complaint handling procedure submitted to it for approval and the way in which those principles should be incorporated into operators’ procedures. Whilst this guidance document imposes no absolute requirements upon licensed operators, the Strategic Rail Authority will, as far as possible, measure complaint handling procedures proposed by operators against the contents of this guidance. Principles 3. A complaint handling system should: • Be easily accessible and well -
Transport with So Many Ways to Get to and Around London, Doing Business Here Has Never Been Easier
Transport With so many ways to get to and around London, doing business here has never been easier First Capital Connect runs up to four trains an hour to Blackfriars/London Bridge. Fares from £8.90 single; journey time 35 mins. firstcapitalconnect.co.uk To London by coach There is an hourly coach service to Victoria Coach Station run by National Express Airport. Fares from £7.30 single; journey time 1 hour 20 mins. nationalexpress.com London Heathrow Airport T: +44 (0)844 335 1801 baa.com To London by Tube The Piccadilly line connects all five terminals with central London. Fares from £4 single (from £2.20 with an Oyster card); journey time about an hour. tfl.gov.uk/tube To London by rail The Heathrow Express runs four non- Greater London & airport locations stop trains an hour to and from London Paddington station. Fares from £16.50 single; journey time 15-20 mins. Transport for London (TfL) Travelcards are not valid This section details the various types Getting here on this service. of transport available in London, providing heathrowexpress.com information on how to get to the city On arrival from the airports, and how to get around Heathrow Connect runs between once in town. There are also listings for London City Airport Heathrow and Paddington via five stations transport companies, whether travelling T: +44 (0)20 7646 0088 in west London. Fares from £7.40 single. by road, rail, river, or even by bike or on londoncityairport.com Trains run every 30 mins; journey time foot. See the Transport & Sightseeing around 25 mins. -
Surface Access Integrated Ticketing Report May 2018 1
SURFACE ACCESS INTEGRATED TICKETING REPORT MAY 2018 1. Contents 1. Executive Summary 3 1.1. Introduction 3 1.2. Methodology 3 1.3. Current Practice 4 1.4. Appetite and Desire 5 1.5. Barriers 5 1.6. Conclusions 6 2. Introduction 7 3. Methodology 8 4. Current Practice 9 4.1. Current Practice within the Aviation Sector in the UK 11 4.2. Experience from Other Modes in the UK 15 4.3. International Comparisons 20 5. Appetite and Desire 25 5.1. Industry Appetite Findings 25 5.2. Passenger Appetite Findings 26 5.3. Passenger Appetite Summary 30 6. Barriers 31 6.1. Commercial 32 6.2. Technological 33 6.3. Regulatory 34 6.4. Awareness 35 6.5. Cultural/Behavioural 36 7. Conclusions 37 8. Appendix 1 – About the Authors 39 9. Appendix 2 – Bibliography 40 10. Appendix 3 – Distribution & Integration Methods 43 PAGE 2 1. Executive Summary 1.1. Introduction This report examines air-to-surface access integrated ticketing in support of one of the Department for Transport’s (DfT) six policy objectives in the proposed new avia- tion strategy – “Helping the aviation industry work for its customers”. Integrated Ticketing is defined as the incorporation of one ticket that includes sur- face access to/from an airport and the airplane ticket itself using one transaction. Integrated ticketing may consider surface access journeys both to the origin airport and from the destination airport. We recognise that some of the methods of inte- grated ticketing might not be truly integrated (such as selling rail or coach tickets on board the flight), but such examples were included in the report to reflect that these exist and that the customer experience in purchasing is relatively seamless. -
Govia Thameslink Railway
Autumn 2020 WE’RE WITH YOU FOR EVERY JOURNEY Looking ahead We’ve introduced lots of changes across our stations and trains to keep you safe – plus, find out the little things you can do to help protect yourself and others. Contents A welcome back We’re saying thanks to our to the railway railway and NHS heroes How we’re keeping you safe Protecting yourself and Get to know our on-board and in our stations others on your journey Customer Service Director What we’ve changed based on Three new tools to help colleague and student feedback you travel safely Our recent projects to Supporting vulnerable people The latest on our help the local community across our network station upgrade What this means Using our apps for a for you safer and quicker journey Where we’re investing Latest customer service and to help you on-time performance targets Autumn 2020 | 2 Hello from Patrick, our Chief Executive Officer On behalf of the whole team For our part, we are determined The next few months will almost at Southern, Gatwick Express, that everyone who would like to certainly have challenges of their Great Northern and Thameslink, travel is supported to do so. We own, but getting people back on I am delighted to welcome you have implemented an enhanced trains, buses and bikes and not back to the railway. cleaning regime, new smart stationary in cars in bumper-to- ticketing and even more ways bumper traffic, will be critical to To say this has been a challenging for passengers to access the our health and our future. -
Hampton Court to Berrylands / Oct 2015
Crossrail 2 factsheet: Services between Berrylands and Hampton Court New Crossrail 2 services are proposed to serve all stations between Berrylands and Hampton Court, with 4 trains per hour in each direction operating directly to, and across central London. What is Crossrail 2? Crossrail 2 in this area Crossrail 2 is a proposed new railway serving London and the wider South East that could be open by 2030. It would connect the existing National Rail networks in Surrey and Hertfordshire with trains running through a new tunnel from Wimbledon to Tottenham Hale and New Southgate. Crossrail 2 will connect directly with National Rail, London Underground, London Overground, Crossrail 1, High Speed 1 international and domestic and High Speed 2 services, meaning passengers will be one change away from over 800 destinations nationwide. Why do we need Crossrail 2? The South West Main Line is one of the busiest and most congested routes in the country. It already faces capacity constraints and demand for National Rail services into Waterloo is forecast to increase by at least 40% by 2043. This means the severe crowding on the network will nearly double, and would likely lead to passengers being unable to board trains at some stations. Crossrail 2 provides a solution. It would free up space on the railway helping to reduce congestion, and would enable us to run more local services to central London that bypass the most congested stations. Transport improvements already underway will help offset the pressure in the short term. But we need Crossrail 2 to cope with longer term growth. -
DIRECTIONS and GUIDANCE to the Strategic Rail Authority
DIRECTIONS AND GUIDANCE to the Strategic Rail Authority ESTABLISHMENT OF THE STRATEGIC RAIL AUTHORITY 1. The Strategic Rail Authority (“the Authority”) has been established under section 201(1) of the Transport Act 2000 (“the Act”) as a body corporate. PURPOSES OF THE STRATEGIC RAIL AUTHORITY 2.1. The Authority is to provide leadership for the rail industry and ensure that the industry works co-operatively towards common goals. This objective should underpin the whole range of the Authority’s activities. The Authority will set priorities for the successful operation and development of the railway. It will work with other industry parties to secure continuing private investment in the railway, and to deploy public funding to best effect. To this end, the Authority has been given a wide range of statutory powers and duties. 2.2. Section 205 of the Act sets out the Authority’s purposes as: • to promote the use of the railway network for the carriage of passengers and goods; • to secure the development of the railway network; and • to contribute to the development of an integrated system of transport for passengers and goods. 2.3. Section 207 of the Act requires the Authority to exercise its functions with a view to furthering its purposes and it must do so in accordance with any strategies that it has formulated with respect to them. In so doing the Authority must act in the way best calculated: • to protect the interests of users of railway services; • to contribute to the achievement of sustainable development; 1 • to promote efficiency and economy on the part of persons providing railway services; • to promote measures designed to facilitate passenger journeys involving more than one operator (including, in particular, arrangements for the issue and use of through tickets); • to impose on operators of railway services the minimum restrictions consistent with the performance of its functions; and • to enable providers of rail services to plan their businesses with a reasonable degree of assurance. -
Inner and South London Rail and Tube Alternatives
Alternative Routes from Portslade When services are severely disrupted, we will arrange for your ticket to be accepted as indicated below to get you to your destination. Rail replacement buses may be arranged in certain cases. Please listen to announcements for further information about this. The bus stop for service 6 towards Brighton is in Boundary Road (stop J) The bus stop for services 7, 25, 25X, N25, 46 and 49 towards Brighton is outside the station in Portland Road (stop G) The bus stop for service 46 towards Southwick is opposite the station in Portland Road (stop H) The bus stops for service 700 towards Worthing or Littlehampton (for Bognor Regis, Chichester and Portsmouth) are on the main A259 coast road at the end of Boundary Road To: Suggested routes: Aldrington Bus 7(limited service), 25/25X(limited service), N25(night bus), 46 or 49 Angmering Bus 700 Barnham There are no practical public transport alternatives to this destination. If we are unable to run trains, we will do our best to run replacement buses, however there may be a long wait Bognor Regis Bus 700 (change at Littlehampton) Brighton Bus 6, 7(limited service), 25/25X(limited service), N25(night bus), 46 or 49 Chichester Bus 700 (change at Littlehampton) Clapham Junction Bus 6 to Brighton station then Southern train Durrington-on-Sea Bus 700 East Croydon Bus 6 to Brighton station then Southern or Thameslink train East Worthing Bus 700 Fareham Bus 700 (change at Littlehampton and Chichester) to Portsmouth & Southsea then South West Trains or Great Western Railway train Fishersgate Walk via Victoria Road and Trafalgar Road Ford There are no practical public transport alternatives to this destination. -
The Strategic Case for Hs2
THE STRATEGIC CASE FOR HS2 October 2013 THE STRATEGIC CASE FOR HS2 October 2013 High Speed Two (HS2) Limited has been tasked by the Department for Transport (DfT) with managing the delivery of a new national high speed rail network. It is a non-departmental public body wholly owned by the DfT. Department for Transport Great Minster House 33 Horseferry Road London SW1P 4DR Telephone: 0300 330 3000 Website: www.gov.uk/dft Department for Transport has actively considered the needs of blind and partially sighted people in accessing this document. The text will be made available in full on the Department’s website. The text may be freely downloaded and translated by individuals or organisations for conversion into other accessible formats. If you have other needs in this regard please contact the Department. © Crown Copyright, 2013, except where otherwise stated. Copyright in the typographical arrangement rests with the Crown. You may re-use this information (not including logos or third-party material) free of charge in any format or medium, under the terms of the Open Government Licence v2.0. To view this licence, visit www.nationalarchives.gov.uk/doc/open-government-licence/version/2 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or e-mail: [email protected]. Where we have identified any third-party copyright information you will need to obtain permission from the copyright holders concerned. To order further copies contact: DfT Publications Tel: 0300 123 1102 Web: www.dft.gov.uk/orderingpublications Product code: DfT 014 Printed in Great Britain on paper containing at least 75% recycled fibre. -
Silvertown Crossrail Station
Challenges Lessons Learned Policy. Ensuring that the message, delivery of the The project is still at an early stage and stakeholder station post Crossrail and demonstrating that the support and momentum will be the key. The impacts on the operational railway line, is clear stakeholder support will come in the form of to ensure that the support of the policy makers placing the station in the upcoming policy docu- and provide the project with a strong supporting ments, the Mayor’s Transport Strategy, London position. Plan and London Borough of Newham’s local plans Silvertown crossrail and polies update. To ensure that the station can Design. Incorporating the station into the local be supported in policy the momentum of dialogue area and demonstrating how it enables it to thrive and supporting technical work is essential. station and create an interchange for passengers to ensure the local residential and business can see the To become a Major East London transport hub London City Airport needs to create an interchange for benefits the station could bring. international, national and local travel for people in London and the South-East. The Silvertown Crossrail station supports the airport travellers through the creation of new Mayor’s vision for strategic growth by maximising visitor destinations, providing retail and leisure the regeneration potential of the Royal Docks Area opportunities, particularly at Royal Victoria and as well as providing faster links to key London at Silvertown Quays. The introduction of a station employment areas, and unlocking more land for close to the airport would achieve similar results homes and businesses.