QUESTION: The clocks at the top of the stairs leading up from the ticket office and at the top of the stairs to platform 3 have been removed, people found these useful.
ANSWER: New clocks will be purchased and put in these places.
QUESTION: I travel to London 3 days a week and yet it is cheaper to get a weekly season ticket. Could the fare structure be reviewed?
ANSWER: The fare structure is industry wide and to change anything would require industry wide agreement. Our Carnet product was designed to try and provide a more economic alternative to a season ticket for travellers who don’t make a daily journey on our trains.
QUESTION: The Ladies toilets have not been well kept of late and are very untidy.
ANSWER: All toilets are checked hourly by staff to ensure that they are clean, tidy and that they do not need restocking with supplies. Any passengers who finds the toilets not to their satisfaction should raise the matter with a member of staff.
QUESTION: Can there be a direct service from Kings Sutton to Marylebone to arrive in Marylebone before 09:00?
ANSWER: There are no plans to introduce any further stops on trains for Kings Sutton. We introduced extra late night services after the footbridge was put in place, unfortunately there is very little slack in the timetable in the morning.
QUESTION: The car park gets full and I have to park in town sometimes.
ANSWER: A new overflow car park (unit 10) has been opened and is currently free to use (as of this Meet the Managers session). Directions on how to get to the car park are displayed on the Car Park Attendants hut in the main car park.
QUESTION: I arrived at Banbury for the 06:53 service trying to get to Leeds but the service was not running.
ANSWER: Virgin are only running an hourly service at present due to the flooding in the Oxford-Reading area – XX55 service from Banbury to Oxford and a XX53 service from Banbury heading towards Birmingham.
QUESTION: Why are there no bins on the station?
ANSWER: This is for security purposes and is a government requirement outside of Chiltern Railways' control. We are currently looking at special bins which conform to special security specifications and also the possibility of recycling on stations.
QUESTION: Why is there a shortage of rolling stock? This has happened more times recently. I am a Season Ticket holder and expect a seat. I have had to stand too often recently.
ANSWER: Due to our Clubman refurbishment programme, which requires trains to be out of service for a week, we currently have fewer carriages than normal. We are very sorry for the short term inconvenience.
QUESTION: There is a problem storing luggage on trains at times. Where there is space, it is difficult to find for new travellers.
ANSWER: As part of the Clubman refurbishment programme we are installing clearer signs to direct passengers towards the luggage space.
QUESTION: More seats are needed on the 09:08 service from Banbury. I had to stand all the way and this is the first off peak service.
ANSWER: Passengers are advised at the Booking Office and by way of announcements that this service is usually full, especially during the summer holidays, and are advised to catch the 09:15 service which starts at Banbury and only arrives in London 14 minutes later than the 09:08 service.
QUESTION: You're not very good at telling us what our options are when the train service is disrupted, and talk in railway speak rather than telling me what I need to do!
ANSWER: We have taken this on board and have briefed staff to give best and worst case scenarios that explain "What this means to you" rather than focussing on telling you about the operational difficulties we are experiencing.
QUESTION: The price of coffee on the Station shot up from just over £1 to nearly £2. Is that to force us to buy it on the train?
ANSWER: The Station tenant fixes their own prices and we have no influence over their pricing.
QUESTION: The toilets at Marylebone are insufficient for the number of people who want to use them.
ANSWER: We are increasing toilet provision at Marylebone by creating a new gents toilet next to Etsu which will have nearly double the number of existing urinals and cubicles. The existing gents toilet will become part of a much larger ladies toilet.
QUESTION: Can you have a "Quiet coach" rather than a mobile free coach. Sometimes personal music players are louder than someone on their mobile. It would also help if the signage was clearer.
ANSWER: As part of our Clubman refurbishment programme there is new signage which is much clearer and refers to the "Quiet Zone" rather than "Mobile Phone Free Zone".
