With some of the oldest trains in regular public use on the railway network, and a very high premium to pay for their franchise to the government, the First Group doesn't have an easy task with their "FGW" or "First Great Western" franchise under which they operate nearly all the trains in a wedge out from London's paddington station to the South West, the Bristol area, South Wales, and the Cotswolds.

With what is in effect a tax to pay to the government, shareholders, staff, train leasing, rail access charges and many more drains on their finances, there are times that First Great Western (FGW's) primary concern appears to be on its financial results or on keeping going at all, rather than the reason that it's there in the first place - which (in my view) is to serve the traveling public.

Amongst the problems seriously effecting the passenger - the customer - you'll find ... timetable changes which destroy the usage pattern of a line ... shortening of trains that leads to severe overcrowding ... train cancellations that lead to inconvenience journeys ... a complex and at times expensive fare system ... refitted trains that some find less comfortable ... and organisation issues that can make problems hard to resolve. See an introduction to the issues

Yet get to talk quietly over breakfast with some of the directors of FGW (as I did in August), and you'll find that they are very much aware of the issues - in my particular case with the TransWilts service from Swindon to Salisbury via Melksham - and are looking for ways in which to make improvements. And indeed some improvements have been made, others are promised and in the pipeline, and others have been proposed, worked on, and then passed over (that's a kind way to say they didn't happen).

Why have I headed this piece "First Great Western - Information for Customers"? Because I want to tell you about the First Great Western Coffeeshop which is a forum that's run by customers of First Great Western, for customers of First Great Western. Over 100 new topics were posted there last month, with over 400 follow up messages added by nearly 100 members. And in the first 6 days of October, we have already had half the number of follow ups that we had in the whole of last month.


The First Great Western Coffeeshop is a valuable source of knowledged information too, and not just a voice for criticism - indeed, reasoned argument and discussion is encouraged but "flaming" and name-calling will lead to a gentle reprimand; the board operators want to work WITH FGW to improve the issues that they and we all know need to be dealt with, but at the same time we all acknowledge they've a difficult job to do and - more often than not - the train does turn up within a few minutes of due time, there is enough room for most of the passengers who want to squeeze on to do so, and they'll get you there in one piece.

(written 2007-10-07 08:46:18)

 M103 - Getting to and from Well House Manor
M200 - Well House Manor - Wiltshire

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