Smart still campaigns for a better service

For those unable to get hold of a copy of the Huddersfield Examiner article on June 3rd, here follows a copy of that article.

Passengers demand improvements at Slaithwaite and Marsden stations

Jun 3 2010 by Joanne Douglas, Huddersfield Daily Examiner

DIRTY trains and a PA system which broke after three days are just two of the complaints about Slaithwaite station from a local travel action group.

And now Slaithwaite and Marsden Action on Rail Transport (SMART) are demanding answers.

Tony Bowers said the PA system, installed on May 19 after a nine month absence had broken down just three days later.

He said improvements on the Huddersfield to Manchester Victoria service were needed urgently.

SMART are calling on Northern Rail to get moving on improving the station’s facilities for passengers.

Mr Bowers, of Slaithwaite, said: “It is significant that Northern Rail has, after an interval of some nine months, finally restored the PA system for passengers travelling from Marsden and Slaithwaite.

“The reconnection of the information tannoy on May 19 is to be welcomed, but the public announcement system only lasted three days. It had failed again by Saturday.”

He said the nine-month wait for passengers raised serious questions about the capacity of Northern Rail to fulfil its responsibilities of providing a service to the public. Last month the company won a two-year extension to its franchise to continue running after next September.

Mr Bowers added: “This information system is of considerable importance, not least because Northern Rail now appears to be cancelling regular weekday trains – currently those outside rush hour. “It is our experience that during the entire period of Northern franchise, not only have passengers been promised new rolling stock, but those travelling from Slaithwaite and Marsden have had to suffer the most broken down, ruined, leaking and dirty stock in the country.”

He said it was “frustrating” for people to be left waiting on the platform for a train that had been cancelled, but with no information telling them.

“We were told to call the train operator on our mobiles, but that’s a few minutes on a phone waiting to speak to someone – it’s not acceptable,” he said.

“When it’s an hourly service and people depend on it to get to work, not to be told if the train is coming or not, is frustrating.”

And he said the facilities on the West Yorkshire side of the service were poor in comparison to those in Greater Manchester, where there are platform ticket facilities and up-to-date display boards with information at stations.

Northern Rail secured a new deal after improving the punctuality of its services from 84%, when it took on the franchise in 2004, to 92% last year.

They say they have £100m for more and newer trains and to improve facilities at stations.

A spokeswoman for Northern Rail said: “We are aware of the ongoing problems with the PA system at Slaithwaite station and apologise for the inconvenience this is causing to our passengers.

“We have repaired the system several times and are investigating longer term solutions to provide consistent information to passengers.”

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Passengers are the last to know.

Pensioners, we all know, are an over-privileged bunch when it comes to public transport, what with their little cards which give them free transport on the buses. But many were greatly surprised to be told that their fares had gone up by an astonishing 42% on the local trains.

When asked, station officials said that there were posters warning everyone of the increases coming in at the same time as the new timetable on May 23rd.

Unfortunately, no-one questioned has managed to see one of these posters. Another official when questioned more closely said that he had read about the change in the Manchester Evening News, not a paper everyone reads in the Colne Valley.

SMART will be asking questions of Metro who presumably were responsible for agreeing to the increased fares and therefore advertising the change. What considerations were given to the ability of pensioners to bear the increased cost of travel.

But to go back to the real issue, and the increase of 42%. The fares for holders of the concessionary travel pass rose on May 23rd from 35p to 50p for a single journey and £1.00 for the return journey. This is now the standard fare within West Yorkshire.

At a £1.00, rail travel for pensioners is still extremely good value and many older people take good advantage of the travel across West Yorkshire to enjoy the variety of the area. But 42% without warning is a liberty.

Editor
26 5 10

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the last one to know is the passenger

The 20 plus passengers today, April 21st, waiting for the 11.04 to arrive, just waited. Without the benefit of the government to intervene as in the volcano issue, when rail services are concerned the passengers come bottom of the list. The 11.04 to Huddersfield never arrived. Eventually after spending an extortionate amount of money telephoning the call centre in India were able to acertain that the train had been cancelled. To add insult to injury the notice telling passengers that the Tannoy does not work, informs passengers that calls to the BT landline only cost 10 per minute, but there is no landline at the station, nor any other Northern Station that we are aware of. Let us hope that Lord Adonis will not be allowed to give them a 22 year franchise

Just in case passengers get excited about finding out when Northern Rail will run trains. Below we print a recent e-mail sent to us by a passenger together with the last known position of Northern.

Sent: Mon, 12 April, 2010 11:24:48
Subject: RE: Northern Rail – Reference NR/77891

Hello Northern Rail

I has been another two months without announcements at Marsden station. In
your email below dated 8 Feb you stated that you would keep in touch with
me regarding timescales and priority. I haven’t heard anything from you
since. If this is being discussed at the “highest possible level within
Northern” and is a “huge priority” I would have expected to have been given
an update by now.

To re-iterate, I first flagged this issue to Northern Rail on 4 September
2009. This is over 7 months ago. I have also made you aware that the
system had not been working for a number of months prior to this. So we’re
now looking at the best part of a year that this system has been out of
action.

Going back your email below, you state you were “much closer now to
resolving this problem” – given that this was two months ago, how close are
we now?

Regards
L

From Northern Rail Leeds,: February 8th 2010

Dear Ms W

Thank you for your correspondence, which was recently sent to Karen Toon
our customer relations manager and other railway managers within Northern
and Passenger Focus.

As you know we have responded to you previously regarding the issues of the
announcing at Marsden station, unfortunately despite putting in a temporary
fix at Marsden and other stations with Ditra the system is not currently
working and is unlikely to work in the short term.

There has been quite a significant business case put forward by our head
stations to the board of Northern, along with a proposed funding bid by the
Passenger Transport Executive who like ourselves would like to resolve this
matter for our customers.

Despite our best efforts the P.A system we have at the present time has
been deemed not fit for purpose so it will need to be replaced by a new
system that will be much more reliable and robust, although it has been a
very frustrating period we have been advised that we are much closer now to
resolving this problem in the longer term.

I regret that we cannot advise you of any timescales for the implementation
of the new P.A system at the present time, once we receive any further
information we will contact you and give you a priority update.

I can confirm to you that this matter has been discussed at the highest
possible level within Northern and his a huge priority, if we can be of any
further assistance please do not hesitate to contact me at anytime.

Thank you once again for your constructive comments on this important
issue.

Yours sincerely

Trevor Beevers
Customer Relations Duty manager,
Northern Rail
Leeds

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Political action

Below: we print the text of the letter that we have sent to all the candidates on the Huddersfield to Manchester line; any comments would be most welcome:

March 24th 2010

Dear Candidate
RE: Rail transport issues affecting all constituencies between Huddersfield and Manchester

We are a local rail user group, working in association with other groups, who are campaigning to improve the quality and quantity of rail services linking Yorkshire and Greater Manchester/Lancashire, currently operated by First Trans-Pennine and Northern Rail (Train Operating Companies TOCs). We are writing to you, as somebody who, if elected, will be in a position to comment and act upon the issues that we have been addressing over the last few years. All prospective parliamentary candidates along the ‘Huddersfield’ line are in receipt of this letter, with identical requests for information and statements of intention.

The Huddersfield to Manchester line is a high use line, serving local commuter needs, longer distance intercity traffic and international aviation passengers. The timetabling and management of trains through the region, is, we realise, a complex business and speedily resolution of some issues is unrealistic. Moreover, as you will be aware, the UK is currently experiencing an increasing number of passenger journeys (20% in the North West between 1999-2005 according to a Network Rail report of 20071) and a number of options for the upgrading and modernisation of some routes are being considered by the current Government.

We note in particular, the recent Parliamentary Select Committee Report (chaired by Louise Ellman MP) that suggests the prioritising of investment in the ‘classic’ rail infrastructure above the rush for the much-publicised High Speed links.

“Capacity constraints on the classic network look set to worsen in the next decade and we must continue to invest to address these problems. After all, the majority of passenger and freight rail journeys will continue to be made on the classic network.” (‘Priorities for Investment in the Railways’, paragraph 71)

Moreover, the Select Committee noted that in the light of the Government’s proposals for ‘connecting communities’

“The Government should take a more positive and pro-active policy position to encourage local authorities to seriously consider these schemes and align them to regional economic and social objectives and strategies.” (paragraph 82)

Many of the suggestions made here, involve a commitment to improving the existing ‘classic’ infrastructures, including opening new lines and stations. This is consistent with many of the issues on which we have campaigned on for some time, the resolution of which are required in order to fully realise the vision of ‘connecting communities’ and providing an affordable, working and sustainable rail transport system.

Of particular prominence are the following passenger concerns:

the heavy toll that passengers must pay for crossing into another Passenger Transport Authority between Marsden and Greenfield (the Standedge Tunnel); (An off peak day return for this eight minute journey is £5.20, as of 15th March , 2010)
the continuing difficulty in purchasing a ticket if boarding at unstaffed stations, owing to the unwillingness and inability of train crews to collect fares. This has an impact on connecting journeys with other train operating companies who often take a harsh view of the absence of a ticket. Similarly, passenger statistics suffer with knock-on effects on future service provision as the TOC is unable to obtain an accurate picture of passenger numbers.
the quality and suitability of rolling stock to cope with passenger needs at peak times of the day (both of the aforementioned train operating companies struggle to accommodate the numbers travelling, and Northern Rail still continue to operate decades old units which are frequently in an unhygienic state). All the rolling stock used by Northern on this line was built between 1981 and 1984;
the suitability of some railway stations to cope with wheelchairs and prams (especially at unstaffed stations such as Marsden, Slaithwaite and at Greenfield for some of the day);
the lack of accurate information regarding train delays or cancellations via the tannoy system or real-time displays. Real-time displays are only available in the GMPTE area. Passengers travelling into Huddersfield from Manchester and Barnsley during the latter quarter of 2009 and first quarter of 2010 have experienced a total lack of current information because the tannoy does not work. Despite repeated correspondence, no adequate apology or explanation is forthcoming from Northern rail about this;
Despite attempts by the TOC’s to give themselves a clear corporate image, few passengers understand which TOC is responsible for each of the different matters that impact on those using the service (e.g. cleanliness of stations and trains, operation of tannoy system, cancellations, late running, overcrowding).

As a Prospective Parliamentary Candidate, we feel that it is important to ask you how you would respond both to the general issue of improving rail transport services, and to each of these specific issues as part of your future duties. As you will be aware, most of the Network Rail spending plans are for the period after 2014, and a new set of Franchise Agreements will be issued during 2012/13, the allocation of which must be informed by public experience and dialogue between agencies. The current Minister of State
has suggested that the new franchises should be 22 years in duration which may give the TOC’s greater encouragement to invest. But without consideration of current performance, passengers may be condemned to 22 years of more poor performance.
We should emphasise that all of these issues have been brought to the attention of incumbent Members of Parliament and local councillors of all political denomination, and that progress on these matters has been slow or non-existent. We welcome the opportunity to open a dialogue with you, to best assist the travelling public and to put appropriate pressure on those train operating companies charged with the responsibility of providing a public service.

We look forward to hearing from you.

Dr Jonathan Purkis
Secretary SMART

Please reply to the following address:
23 Hilltop Road, Slaithwaite,
Nr Huddersfield
HD7 5ES
E-mail. info@smart-rail.co.uk

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