GWR Facilities Guide Valid from 1 April 2020 2 Contents Page Introduction Introduction 2 This booklet contains a comprehensive set of information about our Rolling Stock Guide 3 trains and stations. Station Information Booklet 41 It is correct at the time of publication as noted on the cover. Every effort has been made to ensure that all the information contained within is accurate to the best of our knowledge, but errors and omissions are excepted. This document will be updated on a monthly, on an as-required basis. Any amends or updates should reference “GWR Facilities Guide” and be sent to [email protected] GWR Rolling Stock Guide 4 GWR Rolling Stock Guide Recording complaints Record keeping All complaints, and any other comments, are recorded on our All complaints are recorded along with general information that Customer Relationship Management (CRM) system against helps us identify areas of improvement. They include: a set of categories that cover every aspect of the service we provide. This data is collated centrally and used to generate a • journey information such as where the journey began and number of daily, weekly and monthly reports that are passed ended to the managers responsible for that area of the business so trends can be identified and problems resolved. • the date of travel Further high level reports on GWR complaint data is made • the class of travel available to both the senior managers and board of directors within GWR and used to contribute to high level governance • the type of ticket held and accountability for the service provided. • the date of the journey Each complaint made to us is important and valuable feedback on the service we have provided and feeds into • the name of the advisor who dealt with the complaint an internal continuous improvement approach which seeks to identify the underlying causes of customer dissatisfaction. Each • the date we received the complaint, and the date we area of GWR meets regularly to responded review performance and to plan for the future. Accurate complaint data contributes to this process. When recording complaint data, the contact details, and any information that could indentify the complainant is not included. GWR complaint data is also shared with the ORR on a periodic basis. Staff complaints All complaints regarding a GWR member of staff are recorded on our CRM and a full report of the customer’s experience, along with any other supporting evidence is made available to their line manager as soon as possible so an investigation can take place. GWR Rolling Stock Guide 6 Contents Page General Notes General Notes 6 The routes shown in these tables are for indicative purposes only. Class 80x (5 coach IET) 7 In order to retain a necessary level of flexibility with our fleet it may sometimes be necessary to change the type of train on a route with Class 80x (9 coach IET) 9 little or no notice. Class 387/1 (Electrostar EMU) 13 Class 165/1 (2 coach Turbo) 15 Photos are for illustrative purposes only, and in some cases the units Class 165/1 (3 coach Turbo) 17 shown may no longer be part of the GWR Fleet. Class 166/1 (3 coach Turbo) 19 Class 158 (Sprinter DMU) 21 Train layout diagrams are for illustrative purposes, and are not to scale. Variations may also exist between different units in the GWR fleet. Class 150 (Sprinter DMU) 27 Class 143 (DMU) 31 Priority seating, when available, is located at the carriage entrance near Class 255 (Castle Class DMU) 33 the exit doors and toilets. Night Riviera Sleeper 35 Mobility and Inclusion 39 Scooters require a mobility scooter permit to travel on GWR trains. Mobility aids can be carried on board but will need to be able to be stored in the luggage areas. More information can be found on GWR.com/PassengerAssist GWR Rolling Stock Guide 8 Class 80x - 5 coach Intercity Express Trains (IET) IET (5 coach set) seating plan, for reservation and priority seat information only A (Also G in a 10 carriage train) STANDARD CLASS (QUIET COACH) 60 56 52 48 44 40 36 32 28 24 20 16 12 8 59 55 51 47 43 39 35 31 27 23 19 15 11 7 Cab 58 54 50 46 42 38 34 30 26 22 18 14 10 6 57 53 49 45 41 37 33 29 25 21 17 13 9 5 B (Also H in a 10 carriage train) STANDARD CLASS 99 00 92 88 84 80 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 91 87 83 79 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 86 82 78 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 85 81 77 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 Primary routes: Mainline routes from London Paddington to Bristol, C (Also J in a 10 carriage train) Weston-super-Mare, Cardiff, Swansea, West Wales, Cheltenham Spa, STANDARD CLASS Oxford, Hereford, Exeter, Paignton, Plymouth and Penzance. Also 92 88 84 80 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 91 87 83 79 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 semi-fast services to Newbury and Bedwyn 86 82 78 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 Built 2017 85 81 77 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 Number of units 58 D (Also K in a 10 carriage train) STANDARD CLASS FIRST CLASS Number of seats per unit 290 (Standard) + 36 (First) 96 92 88 84 80 76 72 68 64 60 56 52 48 44 40 26 23 20 17 14 11 Standard Class standing capacity 128 95 91 87 83 79 75 71 67 63 59 55 51 47 43 39 Graphic evacuation signage Yes 90 86 82 78 74 70 66 62 58 54 50 46 42 38 22 19 16 13 10 89 85 81 77 73 69 65 61 57 53 49 45 41 37 24 21 18 15 12 9 1 Designated wheelchair position Yes E (Also L in a 10 carriage train) Scooter / mobility aid acceptance Yes (see Page 6) FIRST CLASS Standard toilet facility Yes 44 47 50 53 56 59 62 Kitchen and Cab Accessible toilet facility Yes Crew area 46 49 52 55 58 61 Colour contrasting grab rails Yes 43 45 48 51 54 57 60 Passenger information - Aural Yes Key 8 Seat with number 11 Priority seating 43 Wheelchair space (this is in First Class only. If this space is unreserved, Passenger information - Visual Yes standard class holders and their companions will be upgraded) On-board portable ramp Yes Toilets Larger toilet with baby changing facilities Table Luggage area Cycle storage area Reservations Yes Some trains may have different layouts Priority seating Yes ** Except services in the Thames Valley that terminate at Reading, On train staff to provide assistance Yes ** Oxford, Newbury or Bedwyn. These trains are Driver Only services. Wi-Fi Yes Please book assistance in advance. More information can be found on GWR.com/PassengerAssist GWR Rolling Stock Guide 10 Class 80x - 9 coach Intercity Express Trains (IET) Primary routes: Mainline routes from London Paddington to Bristol, Weston-super-Mare, Cardiff, Swansea, West Wales, Cheltenham Spa, Oxford, Worcester, Hereford, Exeter, Paignton, Plymouth and Penzance. Built 2017 Number of units 35 Number of seats per unit 576 (Standard) + 71 (First) Standard Class standing capacity 273 Graphic evacuation signage Yes Designated wheelchair position Yes Scooter / mobility aid acceptance Yes (see Page 6) Standard toilet facility Yes Accessible toilet facility Yes Colour contrasting grab rails Yes Passenger information - Aural Yes Passenger information - Visual Yes On-board portable ramp Yes Reservations Yes ** Except services in the Thames Valley that terminate at Reading, Priority seating Yes Oxford, Newbury or Bedwyn. These trains are Driver Only services. On train staff to provide assistance Yes ** Please book assistance in advance. More information can be found on Wi-Fi Yes GWR.com/PassengerAssist OUR TRAINS GWROUR TRAINS Rolling Stock Guide 12 H IET (9 coach set) seating plan, for reservation information only STANDARD CLASS 92 88 84 80 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 91 87 83 79 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 A STANDARD CLASS (QUIET COACH) 60 56 52 48 44 40 32 28 20 16 12 8 4 86 82 78 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 59 55 51 47 43 39 31 27 19 15 11 7 85 81 77 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 Cab 58 54 50 46 42 38 30 26 18 14 10 6 57 53 49 45 41 37 29 25 17 13 9 5 3 J STANDARD CLASS 99 00 92 88 84 80 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 91 87 83 79 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 B STANDARD CLASS 92 88 84 80 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 86 82 78 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 91 87 83 79 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 85 81 77 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 86 82 78 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 98 97 85 81 77 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 K FIRST CLASS 62 59 56 53 50 47 44 41 38 35 32 26 23 20 17 14 1111 8 5 C STANDARD CLASS 58 55 52 49 46 43 40 37 34 31 25 22 19 16 13 10 7 4 1 5 9 13 17 21 25 29 33 37 41 45 49 53 57 61 65 69 73 77 81 85 57 54 51 48 45 42 39 36 33 30 24 21 18 15 12 9 6 3 1 2 6 10 14 18 22 26 30 34 38 42 46 50 54 58 62 66 70 74 78 82 86 7 11 15 19 23 27 31 35 39 43 47 51 55 59 63 67 71 75 79 83 87 91 8 12 16 20 24 28 32 36 40 44 48 52 56 60 64 68 72 76 80 84 88 92 L FIRST CLASS 44 47 50 53 56 59 D Kitchen and Crew areas Cab STANDARD CLASS 46 49 52 55 58 96 92 88 84 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 43 45 48 51 54 57 95 91 87 83 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 90 86 82 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 89 85 81 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 Key Seat with number 50 Priority seating 43 Wheelchair space Table G STANDARD CLASS Luggage area Cycle storage area Toilets Larger toilet with baby changing facilities 92 88 84 80 76 72 68 64 60 56 52 48 44 40 36 32 28 24 20 16 12 8 91 87 83 79 75 71 67 63 59 55 51 47 43 39 35 31 27 23 19 15 11 7 Some trains may have different layouts 86 82 78 74 70 66 62 58 54 50 46 42 38 34 30 26 22 18 14 10 6 2 85 81 77 73 69 65 61 57 53 49 45 41 37 33 29 25 21 17 13 9 5 1 ** Except services in the Thames Valley that terminate at Reading, Newbury or Oxford.