What is the protocol for looking after passengers during severe service disruption? I'm particularly interested to learn from staff (Guards, TM's, Catering or DOO drivers) what do they do and what is expected of them to look after passenger's on-board both in First Class and Standard.
Are staff required to walk through and ask each passenger whether they require onward travel, overnight accommodation and are special enhanced delay compensation forms handed out. What about food and drink etc. And what is the guidance on keeping passengers informed and providing with refreshments.
There have been many lengthy delays well in excess of two hours. I personally have been delayed for nearly five hours waiting almost four hours on a train just outside a station (Retford) waiting to access a platform (P2) that was available for two hours. Why does it take so long to access a platform even with bi-directional signalling?
My experience in first class was not that great: No food, little drink and eventually arriving into London at 0330.
Also what is expected of station staff.
These questions are in no way to 'knock' staff but of general interest how the situation is expected to be managed as staff themselves can be caught up - perhaps driver out of hours or waiting to pick up their train.
Are staff required to walk through and ask each passenger whether they require onward travel, overnight accommodation and are special enhanced delay compensation forms handed out. What about food and drink etc. And what is the guidance on keeping passengers informed and providing with refreshments.
There have been many lengthy delays well in excess of two hours. I personally have been delayed for nearly five hours waiting almost four hours on a train just outside a station (Retford) waiting to access a platform (P2) that was available for two hours. Why does it take so long to access a platform even with bi-directional signalling?
My experience in first class was not that great: No food, little drink and eventually arriving into London at 0330.
Also what is expected of station staff.
These questions are in no way to 'knock' staff but of general interest how the situation is expected to be managed as staff themselves can be caught up - perhaps driver out of hours or waiting to pick up their train.