Wednesday, 23 July 2014

ScotRail have defeated me

So two weeks ago I posted this email that I'd sent to ScotRail. This is the response I got back:

"Dear Peter

Thank you for your email dated 9 July 2014. I am sorry you have had cause to complain.

The specific number of cycle spaces can vary from train to train as we operate different types of trains on the same route. Our policy is clear - that although we welcome cyclists, the space available is limited. Therefore, if two spaces are available and these are in use, we would expect passengers to wait for the next available service. On longer distance and infrequent routes we require cycle reservations to be made in advance so that cyclists can have certainty about their planned journey. Since taking over the franchise in 2004, we have invested in increasing the amount of cycle parking available at stations to make it easier for cyclists to avoid having to take their cycle on the train.

I note your comments regarding the storage of cycles by train doors. We do not generally allow bikes to be stored outwith the designated storage areas as they could cause an obstruction for other passengers on the train and block doorways and aisles. However, the conductor can use his or her discretion to allow the carriage of extra cycles in spaces that would not be considered an obstruction and in this instance we advise customers to stand beside their cycles at all times throughout their journey.

ScotRail welcomes suggestions for improvements and are always keen to incorporate passengers' views and ideas in our services.

Your comments have been forwarded on to our Train Planning department for their attention and ScotRail will be reviewing all customer feedback on a regular basis, to allow us to identify any areas where there is a clear need for improvement.

Thank you for contacting ScotRail."

Which I basically interpret as "sorry, that's the way it is". Well today I've realised ScotRail have won. So here's my reply to them which I won't send, I'll just post here.

Dear ScotRail,

Thank you for your apology, it genuinely almost sounds sincere. I've now done my commute seven times. On the majority of these journeys I've seen cyclists left at the station. The most recent was this morning. Yesterday morning I spent my morning racked with guilt as I'd accidentally taken the spot of a wee lad on the train who had arrived at Waverley before me and then was turfed off and I don't know how he got to Stirling. 

I realised, even over this short time, that I was waking up at 6:30am in a panic even though I didn't need to be up for another twenty minutes, because of the stress of whether I could get on the train. This morning I was first at Waverley. I'd arrived at the station 13 minutes early. And because you don't open the doors until the 8:00am to Dundee sets off, I just stood there staring into space. I then spent the journey with a gnawing stress in my stomach as people were refused travel at all subsequent stations.

When stupid, nonsensical policies like your policies around bikes on trains, impinge on my life I try and fight them, get them changed in some way. But this time, you've won ScotRail. I'm going to do up my crappy old bike and leave it as my heap-of-junk to get me to work at Bridge of Allan. 

I chose to do my 40 mile commute by train and bike because it's the most environmentally sustainable choice. I also thought that with my new commute and work habits I could crack on and get two hours work done on the train each day I'm on campus.

However, three weeks have made me realise my initial plan would not have been sustainable to me and my health. The stress of not knowing whether I could make that train in the morning or evening would just eat away at me and make my life miserable.

So this is how you've defeated me ScotRail. I'm now going to stick to lobbying my MSPs for improved provision for cyclists on the next franchise.


Peter Matthews

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