M
Hello all
The whole messy story is posted below..... but, v quickly, I'm trying
to get me and my bike to Oban this Saturday... problem: a landslide
has closed the line between Ardlui and Crianlarich and the alternative
bus service ScotRail have laid on doesn't accomodate bikes.... (even
tho I have a passenger ticket and cycle reservation booked weeks ago).
I know CityLink will only take bikes on their buses if (a) there's
space and (b) if the thing is in a bike bag... Neither is an option for
me.... Does anyone know of any other private operator - such as the guy
who conveys bikes from Inverness to Durness/Scrabster ? - who could
help out here ?
Thanks in advance
Hugh www.hughspicer.fsnet.co.uk
From: Hugh Spicer ([email protected]) Tel: 0141 422 1630 /
077 88 178 439
To: Rail Passengers Council
Subject: Travelling on the Glasgow to Oban (FirstScotRail) service on
Sat 22/12/2006
Hello
I am looking for some assistance / clarification in respect of the
above.
Background:
Around six weeks ago I booked (via ScotRail telesales) a passenger
return ticket and cycle reservation for travel on the 0833 Glasgow
Queen Street to Oban service on Sat 22/12/2006.
On Monday (18/12/2006) I checked both the National Rail
(www.nationalrail.co.uk) and FirstScotrail (www.firstscotrail.com)
websites just to ensure there were no problems with the Glasgow - Oban
service (or anticipated problems). On both sites, however, the
following information was provided:
Landslips in the Ardlui and Upper Tyndrum areas
Time Reported: 14 Dec 12:28
Route Affected: Glasgow Queen Street - Dalmuir - Dumbarton Central -
Helensburgh - Arrochar & Tarbet - Ardlui - Crianlarich - Oban/Fort
William/Mallaig
TOC/s Affected: First ScotRail
Description: Train services between Glasgow Queen Street and
Oban/Mallaig are being disrupted due to landslips in the Ardlui and
Upper Tyndrum areas.
Train services between Glasgow Queen Street and Mallaig will terminate
at Arrochar. A replacement bus service will run to Fort William where a
train service will operate to Mallaig. Services from Mallaig to Glasgow
Queen Street will terminate at Bridge of Orchy where a replacement bus
service will run to Glasgow Queen Street.
Train services between Glasgow Queen Street and Oban will operate
between Glasgow Queen Street and Arrochar & Tarbet, and between
Crianlarich and Oban, in both directions. A replacement bus service
will run between Arrochar & Tarbet and Crianlarich.
Sleeper services to and from Fort William are not operating.
Alternative arrangements are being made by First ScotRail for
passengers who have already booked on these trains to use sleeper
services from/to Glasgow Central or Edinburgh.
It is estimated that this disruption will last for up to two weeks.
You will notice there is nothing in the above indicating cycles cannot
be conveyed on the bus service.
I decided, however, to contact FirstScotrail to confirm the travelling
arrangements with a cycle. The email I sent is as follows:
----- Original Message -----
From: Hugh Spicer
To: [email protected]
Cc: [email protected]
Sent: Tuesday, December 19, 2006 7:36 AM
Subject: Glasgow to Oban service
Affected:
TOC/s Affected:
Hello
I am looking for some advice concerning travelling on the Glasgow to
Oban service (in view of the info below*). I have booked to travel this
coming Saturday with my bicycle (for which I have a reservation) from
Glasgow Queen Street to Oban. Can you please advise what arrangements
you have for conveying bicycles on the replacement bus service ?
Thanks in advance
Hugh Spicer
________________________________________________________
e: [email protected]
w3: www.hughspicer.fsnet.co.uk
tel: 0141 422 1630
moby: 07788 178 439
63 Calder Street
Flat 2/2
Glasgow
G42 7RR
* this relates to the information above
I received no email response from FirstScotRail so telephoned their
customer services to get clarification. FirstScotrail customer services
inform me - by telephone - that there is no provision for the carriage
of cycles on the replacement bus service and that I won't be able to
take my cycle on the journey that I have booked.
I have a couple of issues with this response. First, if I had not
checked the FirstScotRail and National Rail websites and not been aware
of the problems and had just turned up at Glasgow Queen Street station
on Sat 22/12/2006 would FirstScotRail staff have turned me away saying
my cycle could not be accomodated ? (not very good customer service
considering I have already booked my ticket and cycle reservation many
weeks in advance). Second, on a number of occasions (the most notably
being in July 2006) FirstScotRail have provided taxi services for
cycles when circumstances dictated they could not be accomodated on
train services.
In November 2002 a friend and I were travelling - with cycles - to Kyle
of Lochalsh but, due to various network problems, missed our connection
at Inverness. And what happened ? FirstScotRail provided a taxi shuttle
service between Inverness and Kyle of Lochalsh for my friend and I and
our bikes. More recently, in July 2006, while travelling from Inverness
to Thurso (again with a cycle) FirstScotRail arranged taxi services for
the cycle from Inverness to Thurso due to "customer demand" (there
wasn't, apparently, sufficient cycle-carrying capacity on the Sprinter
trains used on that service). The passengers travelled on the trains
and the cycles travelled on the taxi service.
So if it can be done in these circumstances then why not now ?
I am really annoyed at FirstScotRail's response to this current
situation. I do, of course, realise that this situation has been
brought about by circumstances beyond FirstScotRail's control but
surely they should be able to accomodate all their customers'
requirements in getting them (and their bikes!) to their destinations.
I would also draw your attention to the following information on the
FirstScotRail website:
First ScotRail Cycle Rescue
You can have complete peace of mind when you travel First ScotRail with
your bike. If you are unable to complete the bike portion of your
journey as a result of an accident, vandalism or an irreparable
breakdown to your bike, First ScotRail Cycle Rescue will ensure you and
your bike (if appropriate) are transported at our discretion to:
· the nearest suitable cycle repair shop or
· the nearest appropriate railway station or
· the nearest car rental agency or
· the nearest overnight accommodation or
· your home, if nearer
Simply call freephone emergency helpline 08000 717 212 and we will
assist you according to our terms and conditions. You will need your
valid rail ticket to hand.
First ScotRail Cycle Rescue is operated by ETA Services Ltd. ETA
Services Ltd is authorised and regulated by the Financial Services
Authority (FSA).
I am sorry about the length of this email. But this trip has been
planned for some time to co-incide with a ferry journey from Oban in
respect of a Xmas holiday and if I can't take my cycle to Oban then I
will have to make extremely difficult alternative arrangements. I just
feel that FirstScotRail could do just a little more to help their
customers in this situation.
If there is anything you can do to resolve this situation it would be
very much appreciated.
Yours sincerely
Hugh Spicer
The whole messy story is posted below..... but, v quickly, I'm trying
to get me and my bike to Oban this Saturday... problem: a landslide
has closed the line between Ardlui and Crianlarich and the alternative
bus service ScotRail have laid on doesn't accomodate bikes.... (even
tho I have a passenger ticket and cycle reservation booked weeks ago).
I know CityLink will only take bikes on their buses if (a) there's
space and (b) if the thing is in a bike bag... Neither is an option for
me.... Does anyone know of any other private operator - such as the guy
who conveys bikes from Inverness to Durness/Scrabster ? - who could
help out here ?
Thanks in advance
Hugh www.hughspicer.fsnet.co.uk
From: Hugh Spicer ([email protected]) Tel: 0141 422 1630 /
077 88 178 439
To: Rail Passengers Council
Subject: Travelling on the Glasgow to Oban (FirstScotRail) service on
Sat 22/12/2006
Hello
I am looking for some assistance / clarification in respect of the
above.
Background:
Around six weeks ago I booked (via ScotRail telesales) a passenger
return ticket and cycle reservation for travel on the 0833 Glasgow
Queen Street to Oban service on Sat 22/12/2006.
On Monday (18/12/2006) I checked both the National Rail
(www.nationalrail.co.uk) and FirstScotrail (www.firstscotrail.com)
websites just to ensure there were no problems with the Glasgow - Oban
service (or anticipated problems). On both sites, however, the
following information was provided:
Landslips in the Ardlui and Upper Tyndrum areas
Time Reported: 14 Dec 12:28
Route Affected: Glasgow Queen Street - Dalmuir - Dumbarton Central -
Helensburgh - Arrochar & Tarbet - Ardlui - Crianlarich - Oban/Fort
William/Mallaig
TOC/s Affected: First ScotRail
Description: Train services between Glasgow Queen Street and
Oban/Mallaig are being disrupted due to landslips in the Ardlui and
Upper Tyndrum areas.
Train services between Glasgow Queen Street and Mallaig will terminate
at Arrochar. A replacement bus service will run to Fort William where a
train service will operate to Mallaig. Services from Mallaig to Glasgow
Queen Street will terminate at Bridge of Orchy where a replacement bus
service will run to Glasgow Queen Street.
Train services between Glasgow Queen Street and Oban will operate
between Glasgow Queen Street and Arrochar & Tarbet, and between
Crianlarich and Oban, in both directions. A replacement bus service
will run between Arrochar & Tarbet and Crianlarich.
Sleeper services to and from Fort William are not operating.
Alternative arrangements are being made by First ScotRail for
passengers who have already booked on these trains to use sleeper
services from/to Glasgow Central or Edinburgh.
It is estimated that this disruption will last for up to two weeks.
You will notice there is nothing in the above indicating cycles cannot
be conveyed on the bus service.
I decided, however, to contact FirstScotrail to confirm the travelling
arrangements with a cycle. The email I sent is as follows:
----- Original Message -----
From: Hugh Spicer
To: [email protected]
Cc: [email protected]
Sent: Tuesday, December 19, 2006 7:36 AM
Subject: Glasgow to Oban service
Affected:
TOC/s Affected:
Hello
I am looking for some advice concerning travelling on the Glasgow to
Oban service (in view of the info below*). I have booked to travel this
coming Saturday with my bicycle (for which I have a reservation) from
Glasgow Queen Street to Oban. Can you please advise what arrangements
you have for conveying bicycles on the replacement bus service ?
Thanks in advance
Hugh Spicer
________________________________________________________
e: [email protected]
w3: www.hughspicer.fsnet.co.uk
tel: 0141 422 1630
moby: 07788 178 439
63 Calder Street
Flat 2/2
Glasgow
G42 7RR
* this relates to the information above
I received no email response from FirstScotRail so telephoned their
customer services to get clarification. FirstScotrail customer services
inform me - by telephone - that there is no provision for the carriage
of cycles on the replacement bus service and that I won't be able to
take my cycle on the journey that I have booked.
I have a couple of issues with this response. First, if I had not
checked the FirstScotRail and National Rail websites and not been aware
of the problems and had just turned up at Glasgow Queen Street station
on Sat 22/12/2006 would FirstScotRail staff have turned me away saying
my cycle could not be accomodated ? (not very good customer service
considering I have already booked my ticket and cycle reservation many
weeks in advance). Second, on a number of occasions (the most notably
being in July 2006) FirstScotRail have provided taxi services for
cycles when circumstances dictated they could not be accomodated on
train services.
In November 2002 a friend and I were travelling - with cycles - to Kyle
of Lochalsh but, due to various network problems, missed our connection
at Inverness. And what happened ? FirstScotRail provided a taxi shuttle
service between Inverness and Kyle of Lochalsh for my friend and I and
our bikes. More recently, in July 2006, while travelling from Inverness
to Thurso (again with a cycle) FirstScotRail arranged taxi services for
the cycle from Inverness to Thurso due to "customer demand" (there
wasn't, apparently, sufficient cycle-carrying capacity on the Sprinter
trains used on that service). The passengers travelled on the trains
and the cycles travelled on the taxi service.
So if it can be done in these circumstances then why not now ?
I am really annoyed at FirstScotRail's response to this current
situation. I do, of course, realise that this situation has been
brought about by circumstances beyond FirstScotRail's control but
surely they should be able to accomodate all their customers'
requirements in getting them (and their bikes!) to their destinations.
I would also draw your attention to the following information on the
FirstScotRail website:
First ScotRail Cycle Rescue
You can have complete peace of mind when you travel First ScotRail with
your bike. If you are unable to complete the bike portion of your
journey as a result of an accident, vandalism or an irreparable
breakdown to your bike, First ScotRail Cycle Rescue will ensure you and
your bike (if appropriate) are transported at our discretion to:
· the nearest suitable cycle repair shop or
· the nearest appropriate railway station or
· the nearest car rental agency or
· the nearest overnight accommodation or
· your home, if nearer
Simply call freephone emergency helpline 08000 717 212 and we will
assist you according to our terms and conditions. You will need your
valid rail ticket to hand.
First ScotRail Cycle Rescue is operated by ETA Services Ltd. ETA
Services Ltd is authorised and regulated by the Financial Services
Authority (FSA).
I am sorry about the length of this email. But this trip has been
planned for some time to co-incide with a ferry journey from Oban in
respect of a Xmas holiday and if I can't take my cycle to Oban then I
will have to make extremely difficult alternative arrangements. I just
feel that FirstScotRail could do just a little more to help their
customers in this situation.
If there is anything you can do to resolve this situation it would be
very much appreciated.
Yours sincerely
Hugh Spicer