I hope everyone has been enjoying their summer holidays, although for the moment the Sun seems to have taken a break. In this blog I’m going to be giving some updates on feedback we’ve received over the last few months as well as telling you about major engineering work going on at London Bridge this month and a request to complete a survey about PLUSBUS.
Updates on your feedback
As you’re hopefully aware, National Rail Enquiries takes customer feedback very seriously. We collect feedback via a variety of sources: via email, telephone, social media or on our Community Forum. Whilst the feedback is acted upon as soon as we receive it, each month the team gets together to review the major themes coming through to see what the major issues were and work out a plan for resolving outstanding issues. The team also looks at feedback to come up with new ideas for changes that can be built into our ongoing programme of improvements.
National Rail Enquiries has information about tickets available via all of the train operating companies in Great Britain. We search through all the fares to find you the cheapest through fare for the journey you’ve asked for. When you click Buy Now on our website, we pass you through to a train operating company website to complete the purchase.
Some of you have reported problems with this process and over the last few months we’ve been working with the train companies to identify the cause of these problems and work out a plan to resolve them. This is a long process as it requires changes both on our website and on the train company websites, but will be worth it in the long run. I will update you on this as our testing progresses but rest assured, we’ve listened to your comments and are acting upon it.
In the meantime, in the shorter term, we’re working on improving the error messaging on our website to give you better advice as to what’s gone wrong and what you can do about it. You can also get advice on our Community.
Major engineering work at London Bridge
As part of the Thameslink Programme, work has already started on rebuilding London Bridge station. When completed, London Bridge will have more through and longer platforms and a bigger concourse to cope with the 54 million passengers that go through each year.
Between Saturday 23 August and Sunday 31 August, part of London Bridge station will be closed and no First Capital Connect or Southern services will be calling at London Bridge. Southeastern services will be able to call as normal.
This will also affect Southern services to and from London Victoria and some other Southern routes, where an alternative timetable is running on most routes.
Further information on how this will affect your journey is available here and the timetable is up to date in our Journey Planner. Make sure you don’t get caught out and plan your journeys for the coming days.
Our friends from PLUSBUS are asking for rail travellers to complete a short survey so that they can better understand their customers and increase awareness of the opportunity to buy a combined Train+Bus+Tram ticket when you’re travelling around the country. You can fill in their survey by visiting this page.