Train boss takes the bull by the horns to brave ‘chaotic’ service
Cancelled and late trains; packed, dirty carriages – the rail service in Wales has left passengers less than impressed in recent years. In 2018, Keolis UK was awarded the Wales and Borders franchise, promising to improve the service. But little appears to have been achieved. Yesterday Keolis CEO Alistair Gordon joined passengers on the 7.07am train from Bridgend to Cardiff. Political editor Ruth Mosalski went along for the ride
IT’S 6.26am at Bridgend railway station and a man who resembles any other commuter is introducing himself to staff.
Except he’s the boss. Alistair Gordon, CEO of Keolis UK – the company which runs trains in Wales – travelled with commuters yesterday morning to find out what the service is really like.
He makes notes and takes pictures along the route, while meeting staff and passengers.
Keolis Amey was awarded the Wales and Borders rail franchise and replaced Arriva Trains Wales in October 2018. The franchise was awarded by Transport for Wales (TfW).
Keolis Amey has been fined more than £3m for missing targets – those fines are issued by TfW.
As Mr Gordon chats with a member of staff, flooding was the main topic as they monitored the situation yesterday morning.
He asks the station staff what needs to be done. The answers are everything from a new waiting-room to windows that need replacing and seats that are damaged.
Next stop is the mess room, where staff have nowhere to sit.
“I at least think you need a sofa,” says Mr Gordon. The quip back is: “If you want to get us Sky TV we won’t complain.”
The 7.07am to Cardiff left on time. Mr Gordon took his seat next to two passengers, one who says the new trains are much better.
Commuters tell him that steps like luggage storage have made a big difference.
Another commuter tells him that he needs to catch a bus to Bridgend before getting the train to work in Cardiff. He says any delay in that journey causes him issues with work.
When there were timetable changes, it meant he was late.
A speed restriction was imposed on the service Mr Gordon travelled on due to flooding between Llanharan and Llantrisant.
As the train arrived at Pencoed, more passengers joined, but there were still seats available.
The main gripes were the connections, mainly to London. The turnaround time means connections of around seven minutes. “A small delay on this one causes havoc,” said one passenger.
Some travellers said the train was quieter and they thought it was because of fears of coronavirus.
“I know a lot of people who are choosing to work remotely,” said one.
At Pontyclun, commuters Rhiannon Morgan and Lauren Morgan say they travel every day from Maesteg to Cardiff.
As Mr Gordon introduces himself as working for the train operator, he asks: “How’s the service?”
“Rubbish,” Rhiannon answers. “We know every day after work we’re going to wait on the platform.”
He sits with them for most of the journey from Pontyclun to Cardiff.
“It’s a long day and made longer by the trains. We pay over £1,000 for our tickets, but now I’m going to move to Cardiff. I didn’t want to because of the cost, but I have to,” Rhiannon says.
“The service is definitely getting better, but it never leaves Cardiff on time. If it does, it’s rare.
“It’s never cancelled. It always runs, but it’s just late. And the platform changes. We’ve had to go to Platform Two quite often. Then you’ve got everyone running. But you feel you’ll miss it if you don’t run.”
As Mr Gordon says he’s going to check the service running tonight, the two women tell him: “You better run for it, or you won’t get it”.
Despite flooding, visible from the train along the River Ely, the train arrived on time.
On a normal day, Mr Gordon’s next job would be to write a report of his findings which is sent to the service delivery director and service director. He would then expect to hear back on the issues raised.
Of the ones yesterday, he was honest that some will take longer than others to be rectified.
But the complaints from Rhiannon and Lauren about the 5.23pm service not having enough capacity and often switching platforms at the last minute will be looked into.
In recent months Mr Gordon has taken four trips, and rather than stay in Cardiff, where Keolis has moved its HQ, the night before he chooses to stay in a place on one of the lines where problems are being reported.
He’s stayed in Aberystwyth, Pontlottyn, Pontypridd and now Bridgend.
On Monday night he arrived in Bridgend and spent the night at the Wetherspoon hotel, which cost £44 for the night, and tucking into a burger-and-a-pint deal (£7.95).
He has no qualms about approaching people to ask about the service.
The day after the floods he visited Pontypridd, and yesterday he went back there to volunteer with the flood relief. All staff have been given two days off to help in their local communities.
The question Mr Gordon is most commonly asked is “when is it going to get better?”.
His answer is that when they took over, they said within three to five years. That’s a target he thinks is achievable.
They have also just signed a deal with Network Rail, the first in the UK, to take over infrastructure, so signalling and communications can now be directly handled – and improved – by Keolis Amey, he says.
While increasing capacity will take longer, at least some of the measures will allow them to make the experience for passengers better.