Meet the Manager is a monthly event where passengers get to speak directly to Southeastern senior managers from every department.
The most recent session was at St Pancras station on 1st March.
Below are some of the topics that are currently being discussed -
- Heating on trains
- Short formations
- 2012 Fare Increases
- Customer Information During Disruption
- Fading Season Tickets
- Less Trains Splitting and Joining at Tunbridge Wells
Heating on trains
All the heating equipment on our trains is checked thoroughly before they are put into public use at the start of service, and also when the trains return to the depot at the end of service. This is essential to ensure that the trains meet the mandatory Health and Safety specifications crucial for vehicles that are in public use. Any failings that are discovered during these inspections are rectified before the trains are returned to service.
Unfortunately, faults can develop while the trains are operational. All our drivers are trained to rectify minor faults on trains and the driver would make every effort to rectify a problem. If this were not possible, the driver would report this fault to the Depot Manager, who would arrange for this to be repaired as soon as possible.
To ensure that the fleet suffers as few mechanical breakdowns as possible we have agreed improved and more robust maintenance plans, which we believe will improve the reliability of our trains.
Short formations
With the Olympics taking place later this year, we are making sure that our fleet of trains is in full working order for this very special event. In addition to this, we have also agreed improved and more robust maintenance plans to ensure that our trains suffer as few mechanical breakdowns as possible.
All feedback we receive is analyzed so that we can investigate solutions to any subsequent issues that arise. Our Operations department also review the performance of our network regularly and identify problem areas.
2012 Fare Increases
As a result of the Chancellor’s Autumn statement, the average fare increase for Southeastern (and all other train operating companies) was RPI +1%. The figure is based on the RPI for July which was 5% giving an average increase of 6% from all stations across the Southeastern Network.
We appreciate that no one likes paying more, but the increase in regulated fares (season tickets and “anytime” returns and singles) which comprise the bulk of our income are set by Government and not the train operator. Since 2004 it’s been Government policy that the balance of the cost of paying for rail investment should move from the taxpayer in the form of direct subsidy to the passenger in the form of higher fares.
Although improvements are ongoing, we hope passengers have noticed some improvements since we took over the franchise in 2006 including:
- Over 200 additional services
- The early introduction of high speed services
- High speed services extended to Maidstone West, Deal and Sandwich
- Brighter and better stations
- Best train performance since records began
This has resulted in Southeastern achieving the highest customer satisfaction ratings ever in Passenger Focus’ National Passenger Survey.
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Customer Information During Disruption
Last month we started to install a new public address system across our network. This is the first stage of renewing the entire Customer Information System (CIS) in time for this year's Olympics. We hope this new technology will really improve customer information, particularly during periods of disruption.
Installation began on the Hastings line and in the Control Room, and will be followed at stations based on their results in the National Passenger Survey (NPS) and Customer Satisfaction Survey (CSS) for ‘information provided during disruption’.
This new system will enable real time messages on the CIS screens and will improve the reliability and performance of the CIS system.
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Fading Season Tickets
There is a metallic strip that runs through each ticket, and it is here where the journey information is stored. A ticket will not operate a gate if this information becomes corrupted. The most common cause of this problem is where a ticket has been stored in close proximity to a mobile phone, or something that is magnetised.
Together with the other train operating companies, we are looking at ways in which we can improve the robustness of season tickets, and there has been discussion about moving over to something along the lines of the smartcard branded Oyster card. Our sister company, Southern, are currently trialling this new smartcard technology and if the results are a success then the DfT (Department for Transport) may well advise that this is introduced within the next Southeastern franchise agreement.
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Less Trains Splitting and Joining at Tunbridge Wells
From the December 2011 timetable changes, services to and from Hastings have ran with 12 cars throughout. The provision of 12 cars throughout to Hastings has eliminates the need for these trains to split and join at Tunbridge Wells and has been done to improve performance in this area. It also provides additional capacity for stations to Hastings.
It may be possible to improve the journey time of these trains in the future depending on the performance of the 12 car operation on this route. We are keeping a close eye on this alteration.
The next Meet the Manager session is being held at Charing Cross station on 29th March at 8am.
