Rail operator’s pledge of ‘openness’ after criticism
TRANSPORT for Wales is promising to be more open in the future, following complaints about passengers being kept in the dark about changes to rail services.
The previous franchise holder, Arriva, routinely gave passenger groups draft timetables well in advance of the twice-yearly timetable changes, but since KeolisAmey – branded as TfW Rail Services – took over in 2018, passengers have discovered alterations after timetables were finalised and published.
Plaid Cymru AM Rhun ap Iowerth recently told the Senedd that TfW had admitted it perhaps had not consulted sufficiently before cutting services at Anglesey stations.
Concerns about trains at the end of the day were another example of an issue that consultation could have flagged up, he said.
“Does the minister agree with me that we must have a commitment to very careful consultation with communities in terms of how proposed changes are going to impact them?” he asked transport minister Ken Skates.
Mr Skates agreed. He said: “The issue of proper consultation is something that I’ve raised with Transport for Wales as we approach the May timetable change.
“I think it’s essential that stakeholder groups, that communities, are informed well in advance of proposed changes so that they can have some input into whether those changes are beneficial or otherwise.”
Huw Irranca-Davies AM highlighted a change in Maesteg to Cardiff train times last December which left some commuters being threatened with dismissal for lateness.
Rebecca Evans, minister for finance, said TfW had now held a “stakeholder workshop” on that issue.
In October passengers were “shocked” to find cuts to services for Chirk, Ruabon and Gobowen in the published December timetable. The Chester-Shrewsbury Rail Partnership said it had been trying for months to engage with TfW over the new timetable.
The backlash, including a petition, forced TfW to provide replacement buses.
Last year members of the Wrexham-Bidston Rail Users Association heard a rumour that KeolisAmey planned to use a different type of train on their line.
They told a TfW manager that the replacement trains would not be able to maintain the timetable.
Chairman John Allcock said: “I can’t say categorically that it was the intervention of the WBRUA that stopped them coming in, but I have a suspicion that had we not acted they [KeolisAmey] would have brought them in and found them wanting.”
He said WBRUA members were like mystery shoppers on the trains. Reporting issues directly to a local operations manager was possible under Arriva, but not under KeolisAmey.
However, the group had good contacts with regional TfW managers. “I think TfW are working well from the North Wales end, but TfW Rail Services aren’t visible for the day-to-day issues,” said Mr Allcock.
Minutes of a TfW board meeting recently revealed that TfW had chosen the seat design for new trains without consulting passengers – breaking TfW’s pledge in 2018.
Responding to the criticisms, TfW chief executive James Price said: “We are absolutely committed to being as open and transparent as possible, as well as ensuring that we listen to customers and stakeholders about the development and delivery of our services.
“We have established our Advisory Panel to support our work in this area and have ambitious plans to develop a network of community ambassadors across Wales and the Borders to ensure the voices of people and heard.
“We recognise that as a new organisation we can do more in this area, and are working hard to put all the necessary steps in place to ensure we develop this rapidly.”
A spokesman said TfW had held a workshop with rail stakeholders on the May 2020 timetable change, with TfW reviewing the feedback as part of the timetable change process.
“Going forward, we are committed to holding twice annual workshops on the timetable changes with our stakeholder groups, as well as including timetabling as a standing agenda item at our boards and forums, which will be attended by a wider network of stakeholder representatives.”
He said public consultations since KeolisAmey was awarded the franchise in June 2018 had included events with the Valleys Taskforce and consultation with residents on temporary closure of the Conwy Valley line.
“TfW Rail Services have also been running a customer panel and an accessibility panel for over a year, which both meet regularly and provide feedback on service development.
TfW Rail Services also run ‘Meet the manager’ events at stations and ‘#TweetTheManager’ events on their social media.” their communities are