WEST Customer Panel Meeting
Minutes of Meeting
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28 October 2015
Attendees (West Panel):
Anthony Armon-Jones (Chair), Dian Warman, Gordon Simpson,
Emily Brooks, Jon McPhee, Gavin Inskip, Julia Whitting
Attendees (AGA):
Alan Neville, Kevin Walton, Keely Pagdin
Guest:
Kim Bucknell
Apologies:
Helen Gudgeon, David Harris
Action:
1.
2.
Welcome and Apologies
Anthony welcomed all Panel Members to the meeting.
Last meeting minutes were confirmed.
Chairman report
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3.
West Anglia Task Force, notes below
Cross Rail Two, Anthony presented Cross Rail Two. Proposed to run to
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Broxbourne by 2030. Response is required by 08 January 2016.
General Timetable Update and Requests
New stations
a) Lea Bridge, new station opening, planned for May 2016.
b) Cambridge North. Planning permission has now been granted and due to be
open December 2016.
Stansted to Cambridge Service Request has been made for this service to be extended to Ely (as previously planned).
Within the ITT for the new franchise, DfT has asked for service to run to Norwich.
Panel have also asked why we cannot run additional services during the evening peak
and why the service cannot start earlier on a Sunday.
1628 Liv St – Cambridge
Currently a very busy service. A Bishop Stortford stop will be added to the 1625 Liv St –
Stansted service from December 2016.
4.
Revenue Protection Update
An update was provided on actions taken to reduce instances of ticketless travel, which
encouragingly continues to reduce across AGA. There is particular focus ongoing in
specific areas and at key times of the day to reduce this further.
Further gating of stations was discussed. It was explained that a cost benefit analysis is
undertaken, and in a short franchise it is a challenge to develop positive business cases
for further schemes to be undertaken.
First class vs standard class discussion. Suggested that advise customers of the least
busy trains during the evening peak, rather than just the morning peak.
Comment was raised regarding the 0733 from Sawbridgeworth (0820 arrival at Liv St)
and the 0803 from Sawbridgeworth (0845 arrival at Liv St) both arrive into platform one
and this can cause congestion at the Gateline.
5.
Tottenham Hale Update
Temporary ticket office in place and working well.
There are plans for a large scale transformation of the station within the next 12 to 18
months. The redevelopment which will help to improve the customer experience includes,
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A new landmark entrance to the station
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An enlarged station concourse to reduce crowding and queueing.
Step free access to and from National Rail platforms
The extension of the existing footbridge to Hale village to form a new pedestrian
route to the station.
The current interchange between our services and LUL will be improved with the
gate lines being relocated as part of the re development.
Additional TVM to be installed in next six weeks.
Lea Valley
Angel Road and Northumberland Park redevelopments in planning stage.
New signage across lea valley stations.
Hertford East
Oyster now valid on Hertford East line. 3000 Oyster journeys in first four days. Pricing is
available on TfL website
Was suggested that AGA consider a crib sheet that tells customers what ticket to buy for
what time of the day – the best way to travel.
Request made for larger CIS screen on platform at Ware.
6.
Bishop’s Stortford Update
KW
Panel will be invited to Bishop’s Stortford formal opening which will take place once
platform 2 / 3 works is completed.
Cash machine has been installed at Bishop Stortford.
An additional x 100 fobs for the secure cycle facility have been issued at Bishop’s
Stortford. Have now issued double the capacity of the unit.
Glass waiting room has been installed on bridge, complete with UBS ports, new benches
and LED lights. Supervisor’s office will be completed at end of November 2015.
Call Forwarding system has been installed at ticket office
Stansted Mountfichet
Full electrical re wire has taken place. Lighting levels now at railway standard.
Working with the local council to fix the flooding issues on platform one.
Currently experiencing connections issues with new TVM that we are working quickly to
resolve.
7.
Cambridge Update
KP
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Move to temporary ticket office took place on Tuesday 25 August. Work has begun
behind hoarded area in ticket hall.
Currently seven TVMs in booking hall area, with additional AVB sellers during busier
times. Customer Service colleagues also present during busier times. Panel stated that
the management of this area has improved.
The new cycle hub is due to open January 2016, work commencing on fit out during
November 2015.
8.
Ely Update
KP
The secure cycle hub is in operation, along with additional cycle storage facilities, x 300
spaces in total, more than a 100 racks than the station had previously.
On the island platform the old buildings are being removed, new toilets (including DDA
toilet), new waiting room, new café, and new platform office will be built.
We are still awaiting a date for the booking hall development and gateline install.
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9.
Roydon update
Panel advised that currently consultation underway with all required groups regarding
future plans for ticket retailing at Roydon. Plans include additional TVMs, CIS screens
etc.
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Roydon, platform one due to be closed from 02 Jan 2016 to 28 Feb 2016, no London
bound trains able to stop due to re building platform. Customer arrangements currently
being finalised.
10.
Liverpool Street Update
First class lounge has been moved to the ticket hall area.
KP
Demolition works have begun on platform 10.
New ticket office is due to be handed back to AGA by February 2016, after which
furnishing the area will take place.
11.
Attendance at Meetings
Discussion of attendance at meetings by panel members.
General consensus, that if failed to attend two consecutive meetings, contact would be
made asking if wanted to stay on panel. Feedback would also be requested.
12.
Publicity of group
Forms of communication via Twitter, with a link to the minutes, posters, leaflets and
business cards – as per previous action. Work of panel to be publicised once delay repay
on line up and running.
KP
Panel keen to find ways of improving its communication methods with customers.
13.
Delay Repay Online Update
KP
The on line form is gaining popularity and more and more claims are being submitted this
way. Updates as follows,
14.
Requested a change to the form to allow passengers to select voucher or cheque
for method of compensation.
At present weekly ticket submissions is still under consideration.
Additional infrastructure
AN
KP to send presentation to all members of panel so aware of current plans and
timescales.
West Anglia Taskforce – AGA are currently not part of this due to perceived conflict of
interest during the franchise bidding. AAJ to discuss with local MP.
15.
Long term franchise
KP
Ideas discussed at a meeting held earlier this year.
Update
Chris completed spreadsheet and sent to all panel members, all happy with this.
16.
TVMs
MC
An update was given on developments to improve the Ticket vending machines to
simplify and clarify ticket purchase. Updates on new and innovative ticket systems under
development was also provided.
17.
Multi Pass
Presentation given on a new ticketing option for customers, which is being trialled on the
Liv St to Cambridge and Liv St to Stansted route.
The ticketing solution works via Bluetooth activation via an app on a mobile phone. A
customer is able to walk onto station, activate app, undertake journey, walk out of end
station, and the correct price for the journey will be calculated.
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18.
SEFT
KP provided update on South East flexible ticketing.
The intention is for Abellio Greater Anglia to launch a smart ticketing scheme (SEFT) to
season ticket holders starting in December 2015. The roll out will see the mainline from
Liverpool Street to Cambridge and Liverpool Street to Southend Victoria smart enabled.
The launch will start with a focus on annual season tickets and be followed by monthly
and weekly seasons in early 2016. Will include travelcards. KP to request that customer
panel have the smart cards.
19.
Issues raised by panel
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20.
Wi Fi is not working on some Class 379s. Been an issue for the last three
months. KP to find out what the issues are. Response from engineering team, Wi
Fi should be working on all units. Occasionally one unit may drop out because of
an Icomera issue, any such units are normally picked up quickly and resolved
within a short period of time. If any issues are found, team require the specific
unit number, time, where sat in order to fully investigate the issue.
Air con / heating is also an issue on the class 379s / class 317s – all issues to be
reported
Travel cards are still not working the gates at Bishop Stortford. During the
evening peak a number of customers have to use the side gate. KW to look into
what the issue is, as we understood all was now ok – dealt with next day, no
outstanding faults on the gates.
Comments regarding quality of announcements at Cheshunt and Tottenham Hale
– passed on
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CIS screens failed at Liverpool Street on the afternoon of the 14 August.– main
fault has now been dealt with.
Cyclists Ely / Cambridge area, some seen tying their bikes inside the train. Can
notices be put up asking them not to do this –do not believe will work, will be
managed at gateline when cycle hub opened.
Ely Ticket Machine, does not show the cheapest ticket on the front screen –
update to be provided by AN.
First class positons being shown incorrectly at Audley End and Whittlesford
causing confusion at the station – resolved.
Sawbridgeworth, new bike rack has been installed at the station. However the old
bike racks have been installed on both platforms, can these be removed as not
required. Also a coffee kiosk is being used in the car park – request for racks to
be removed has been submitted, coffee kiosk has left.
Disruption
Comments regarding service for Stansted customers during disruption.
Discussion regarding the message used when buses are being sourced but not in
place. Panel would rather no buses are mentioned, even the fact we are ordering
them until they are in place.
Front of Harlow Town station, 6 lights are not working – Gordon has raised with
council.
Gates have been open at Harlow Town at 1800 for the past week – break cover
has now been introduced.
Suggested moving day of meeting to a Tuesday (Anthony cannot do third
Tuesday of the month)
Customer Emails / Correspondence
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Request from customer that all bike changes at Cambridge are put on AGA
twitter account. Confirmed.
Also requests for another bike cull at Cambridge, to be arranged with the station
team.
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Paper timetable changes. Request for services run by Class 379s to be shown on
the tameable and request that bike time restrictions are updated. This will be
reviewed by the marketing team.
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Request from customer, that storage units on Stansted express services are
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removed and space made available for folding bikes. Request been passed to
fleet team.
21.
Whittlesford Parkway – litter reported behind fencing, passed on to Area Manager
AOB
All
None
22.
Close
The Chairman thanked everyone for coming, and the meeting closed at 1950hrs.
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The next meeting will be held on Thursday 10 December 2015.
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