First Capital Connect: We understand your concerns (From Times Series)

First Capital Connect: We understand your concerns

10:17am Friday 15th January 2010

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I would like to offer sincere apologies for the reduced service that has continued on train services to and from Elstree and Borehamwood.

This was due to driver availability as we started pay talks with our drivers and we also acknowledge the service provided during the snow and icy conditions has not been acceptable.

After negotiations with Aslef, we made a revised pay offer and this was recommended for acceptance to members by ballot. The result of this ballot was announced on Wednesday and we can confirm Aslef members voted in favour of accepting the pay offer.

We now intend to operate the full timetable on the Thameslink route from Monday.

There are likely to be some four carriage trains instead of eight and a few cancellations until February 3, by when we plan that any Class 319 trains with faulty traction motors resulting from the recent severe weather will be repaired and back in service. Customers are advised to check before they travel.

Our service was also severely impacted by the exceptionally cold weather on January 7 and 8. On both days the points on all junctions between Bedford and London were frozen. Icicles formed on the overhead power lines, which often caused the tripping of these lines. The build-up of snow and ice caused the sliding doors to freeze on many trains. In addition the snow affected several traction motors, resulting in the trains having to be taken out of service.

It was reported that our washing of the trains on January 6 caused the freezing and consequent damage to our trains. This is incorrect as we did not wash the trains on that day, and do not do so in freezing conditions. When a train runs at speed it causes the snow lying on and around the track to swirl around. This snow tends to settle in the crevices around the sliding doors on the Class 319s and can then ice over. We are continuing to de-ice doors thoroughly. This problem does not occur on the new Class 377 Electrostars on the Thameslink route as the door design is different.

Many customers will have heard that plans for further compensation above and beyond Delay Repay were being finalised. This was going to take the form of five tickets equivalent to five return journeys with First Capital Connect.

However, following the ongoing severe disruption to Thameslink route services due to the extreme weather conditions, we have reviewed the planned customer compensation package and now propose a revised and increased compensation deal. Details of this will follow in due course. Please retain your season tickets as these will be needed to make your claim.

We understand customers’ difficulty and questions on our communications during this difficult period. Please be assured the information here is accurate. We are communicating through all channels possible in our aim to keep all customers informed.

Gareth Beazant, FCC external communications manager