Worst Capital Connect

I wrote:

I take the 8.43 thameslink service from Herne Hill to King's Cross every weekday morning. However, I don't remember a day that this train actually arrived at 8.43. For example, today it came at 8.52, yesterday at 8.53, last week it was cancelled once and late the rest of the time... Information about when the train might be arriving isn't always announced, except when it is "passenger action", and then it is announced in such a proud way, as if we should be happy that it isn't FCC's fault that the train is late yet again.

The late running of the 8.43 impacts on the 8.53 and 8.59, making the journey to work hard to predict. In contrast, the Southeastern train to Blackfriars that arrives at Herne Hill at 8.57 is on time, or early, every day. Surely if Southeastern can run their trains on time (and it must be noted that their trains are also in a far better condition than the very shabby Thameslink trains) then FCC could at least attempt to as well? If it is simply not possible to get the 8.43 to arrive at Herne Hill on time, please stop advertising it as the 8.43 and wasting everyone's time.

Travelling by FCC every morning is one of my least favourite things of the day. Waiting in the cold, then being packed into an overcrowded train, with arguments breaking out as not everyone can fit on thanks to the erratic timetabling (why are there 3 trains between 8.43 and 8.59 anyway? Would it not make more sense to have them spaced out at 10 minute intervals throughout the rush hour period?), rattling about on the journey, then being held up at Blackfriars because of signalling, all for an extortionate amount of money, is disgraceful.

You have a policy of compensating people for severe delays to their journey but none for a systematic failure to deliver the service advertised. I begrudge giving your company a single penny as the service is so dreadful.

And here was the response:

Dear Miss Lamb

Thank you for contacting First Capital Connect regarding your journeys between Herne Hill and Kings Cross Thameslink. Please accept my apologies for the repeated delays that you have experienced whilst traveling with us.

First Capital Connect is working hard to provide a reliable and punctual service and I am sorry that the delays caused you to arrive late at your destination on several occasions.

I have investigated the running of the 0843 service between the dates on 12 and 22 October 2007. I can clearly see that services were delayed, if only by 4 minutes, on every weekday during this period.

On the 15 November 2007, there was a incident on the Thameslink line that resulted in a severe delay to the 0843 service. This delay was caused by track problems in the Keymer Junction area. Operations staff from First Capital Connect worked closely with Network Rail engineers to minimise disruption and to resolve the problems as quickly as possible. However, journeys were significantly disrupted and I apologise for the delay you suffered as a result.

Please be assured that we take all complaints of this nature very seriously and as such I have forwarded your comments to the relevant management for their attention and action.

With regard to the timetabling of the morning services, I have outlined below the reasoning behind this.

0843 - fast service to Bedford
0853 - service to St Albans, calling at all station
0759 - fast service to Bedford

Our train-planning department aim to provide as much flexibility as possible for our peak services but I do understand that with delays occurring on this basis, there are undoubtedly crowded conditions at the station. As such I have forwarded your comments to our Train Planning Manger for his consideration.

In view of your circumstances and as a gesture of goodwill for the delays that you have experienced, I would like to offer you £15.00 in the form of a Rail Travel Voucher. I will send these to the postal address that you have provided.

Thank you again for contacting First Capital Connect and if I can be of any further help please don't hesitate to contact me.




£15 - winner.