An Open Letter To First Great Western published at the London Metroblog website: http://london.metblogs.com/

Dear First Great Western

I use your Link train service each weekday between London Paddington and Hayes & Harlington, paying my fare by way of a monthly Zones 1–5 OysterCard.  Having last commuted by train back in the days of the grey and blue British Rail trains, I recently returned to rail commuting after tiring of using the Piccadilly Line to get to my office near Heathrow.  On the whole, I am pleasantly surprised by the changes I have found - trains mostly on time, fairly clean with minimal litter and good post-Ladbroke Grove emergency equipment and signage.  Where FGW seems to need to focus next is on the platform staff.  For all their co-ordinateduniforms, badges and mobile phones, those I have encountered recently have little idea of how to treat a paying customer.  Leaving aside the gentlemen who repeated blew his whistle and shouted at me at Hayes & Harlington, I would like to raise your awareness as to the levels of customer service at London Paddington.

click to enlarge

Take those pictured in the (admittedly poor) photo above.  This morning, as with most mornings these day, I approached Platform 12 from the concourse to find not only four or five ‘revenue control officers’ (or whatever you are calling ticket inspectors these days) but three ‘security officer’ in black MA-1 style jackets sporting ‘Security’ logos.  These chaps so conformed to the ‘bouncer’ stereotype that, under different circumstances, I would laugh.  Each sported a very short ‘Mitchell Brothers’ haircut, stood in that classic hands-clasped doorman’s pose and sported a mobile telephone earpiece, seemingly in the vague hope of being mistaken for a member of the US Secret Service.  However, it is the attitude, behaviour and demeanour of these security and revenue personnel rather than their sartorial presentation that concerns me.  This being the case, I would like to ask the following questions in the hope that the answers may address and allay those concerns.

1. Why is it that five revenue control officers only ever have one or two digital card readers between them despite the obvious daily volume of passengers through the station?
2. Do First Great Western feel it is acceptable for these officers to physically restrain someone clearly proferring a pass or card for inspection because the said inspector doesn’t have the equipment to do so when it is presented?
3. Can you confirm that it is the policy of First Great Western to presume a passenger is actively engaged in fare avoidance until proven otherwise, as is clearly demonstrated in the behaviour and attitude of the staff?
4. Would these staff not be better deployed actually on the trains where the fare-paying majority are not inconvenienced or manhandled and the fare-dodging minority can be contained and dealt with?
5. Assuming platform ticket inspection is crucial for revenue retention*, why not employ the same methodology as the London Underground by moving to the use of multi-format card readers, supported by inspection staff?

Yours faithfully

bignoseduglyguy

Submitted to First Great Western Link with an automated response of “Your comments have been received successfully, thank you.” No hint of any intention to reply, I note.

* Operating profits up 8% at £84m as of Sept 04 – First Group’s Interim Results for the 6 months to 30 September 2004

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