Angry passengers share train woes with rail managers (From Times Series)

Angry passengers share train woes with rail managers

9:39am Friday 12th February 2010

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DISGRUNTLED train passengers got to air their views at a question and answer session at Elstree & Borehamwood train station on Wednesday evening.

James Clappison MP attended the Meet the Manager event but FCC managing director, Neal Lawson, failed to arrive.

Representatives from all tiers of the company, which has suffered major disruption due to a drivers' strike on the Thameslink line, were at the station from 4-7pm talking to commuters.

Passengers who travel to and from Radlett were able to break their journey at Elstree & Borehamwood station.

Mike Longhurst, 63, from Shenley, drives to Radlett station and travels to St Pancras station every weekday morning to work at an advertising agency.

He said: “The feeling from commuters in Radlett is the train company has done a very poor job.

“There is a reasonable amount of rush hour time trains but outside of that the service is not very good at all.

“During the snowy season they had trains coming only from Bedford so by the time they got to Radlett or stations further than that they were completely full.

“The PR machine here is doing a pretty good job but it’s the end result that matters. Is this event to soak up the anger of commuters or will something actually be done?”

Jay Gattuso, 31, from St Albans, said: “There have been terrible disruptions through the delayed trains and this is just not good enough. I’ve given up all hope with the company and whenever I contact them all I get is PR bluster.

"It’s a shame as people do not complain as much as they should because that way we can get some changes. It’s appalling but hopefully something will be done to improve the services.”

Gareth Beazant, press officer for First Capital Connect, said both customer service director and Thameslink Programme director were at the evening along with ten other senior managers.

He said the train company tries to ensure there are at least two directors along with other managers at Meet the Manager sessions.

He added: "We received a lot of constructive feedback and outlined the discount and refund scheme to our customers [yesterday]. This is now the fourth week following the return to the normal timetable.

“Our damaged trains have returned, the last of the new trains has arrived and we are committed to improving reliability, consistency and punctuality on the line."

The event is part of a series of meetings between commuters and managers across the FCC rail network.

Last month Transport Secretary Lord Adonis threatened to take away the franchise unless the firm started improving its performance on the line, which has left many commuters frustrated.