Timetabling farce

In the weeks up to May 20, rail passengers were constantly reminded that a major timetable change was scheduled for that day. Announcements were pumped out on trains and platforms urging readiness. But it turned out that the one group unprepared was the railways themselves. Train operators and Network Rail have demonstrated such monumental incompetence in making the switchover that hundreds of trains have been cancelled, causing massive disruption.

Passengers arriving late for work have been threatened with disciplinary action; holidaymakers have missed flights; children sitting GCSES have struggled to get to their exams on time. The scale of the shambles is unforgivable, affecting services in and out of London and in the north.

When one passenger complained, Thameslink, which is run by Govia Thameslink Railway (GTR), tweeted: “Very sorry. Appreciate at the moment the service is less Ferrero Rocher and more Poundland cooking chocolate.” Poundland’s retail director called this an insult to his company, which serves 8 million shoppers a week and has a “pretty good idea about what great customer service is”. Those responsible for the timetabling fiasco are clueless. GTR said it hoped the services would improve over the coming month; but why did it not wait until it was certain the changes would work before proceeding?

Chris Grayling, the Transport Secretary, said the rail industry had “collectively failed”, but what is going to happen as a result? Have any top managers resigned; is GTR being fined? The company is due to lose its franchise in 2021. Why should its long-suffering passengers have to wait until then?