If printed, this document is UNCONTROLLED Customer Service PIDD Prepared by:... Approved by:... Authorised by:.. Synopsis The purpose of this guide is to describe the information which must be announced to passengers via the Stations PA systems on a day to day basis as well as during disruption. East Coast Main Line Company East Coast House 25 Skeldergate York YO1 6DH www.eastcoast.co.uk
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 2 of 28 RECORD OF AMENDMENT Date of Issue Issue Number Revised Pages Details of Revision January 2009 1 All New document that sets out the East Coast arrangements and is PIDD compliant. East Coast 2 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 3 of 28 INTRODUCTION The purpose of this guide is to describe the information which must be announced to passengers via the Stations Public Address systems on a day to day basis as well as during disruption. Our goal is to make travel simpler for our customer. We intend to do this by putting our customer at the heart of everything we do in our business. Our people are our biggest asset and therefore provide the biggest opportunity for us to succeed through good customer engagement. The Station Announcers are one of the key ways in which we achieve this and this document gives guidance for the announcer, on how to communicate with our passengers, using the public address system. Good customer communication is a vital part of our strategy and we need to think customer in every situation. How we communicate with the public both face to face and using the PA system will influence how our passengers think of us. The aim of the announcements must be to provide those waiting at stations, both customer and those waiting to meet them, with helpful information. In order to offer a high quality service we must tell customer that their train is on time, or if there is a delay, where and what the problem is, what we are doing to remedy the situation, and when the train will arrive. The manner in which it is delivered must reflect a positive image of East Coast. It is essential that we make use of all the available information sources as this will enable you to provide the most accurate information to passengers. This will be invaluable in reassuring passengers that everyone involved is working hard to minimise delays. SCOPE These arrangements are mandatory and apply to all East Coast routes and activities. East Coast 3 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 4 of 28 REQUIREMENTS General Announcement cards are provided for most types of announcements (see Schedule 2). The scripts must be adhered to so that consisted standards are maintained. Tips for successful announcing are listed in Schedule 1. Information given out over the PA system must be consistent with that displayed visually. If the information does vary between the two, an explanation needs to be given and passengers must be advised to listen for further announcements e.g. This is information for all passengers there is currently a temporary fault with the customer information screens, Passengers are advised to listen for announcements about services. A good announcer will take the initiative in obtaining information when it is not readily available. Information regarding delays and disruption can be obtained from a number of sources and these include Customer Information Screens Other Stations Control via Pager and Outlook Route Messages Other TOC Control Centre s Specific information from control by phone Information from your designated Hub Station Leader by telephone TRUST P2/CCF Internet/Intranet pages - Control Flip Chart - Train Running Information Board Staff Information Telephone Line General guidance for most situations is listed in the following sections and detailed scripts are contained in Schedule 2. East Coast 4 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 5 of 28 Train Arrivals Announcements should be made in the correct sequence: 1. Public Departure Time 2. Service Branding (East Coast, Cross Country, Northern, First Capital Connect.) 3. Destination 4. Platform 5. Calling Points 6. Catering Facilities (if applicable) 7. Position of First Class Through trains are normally announced 3 times the first being 10 minutes before arrival, the second 5 minutes before arrival, the third 1 minute before arrival. Platform Alterations Give Maximum warning to passengers of platform alterations as they may have to negotiate stairs, lifts and crowds with luggage, pushchairs, children and elderly relatives. Repeat the information several times. For last minute alterations avoid causing panic never ask passengers to hurry, instead ask them to go as quickly as possible. Disruption Announcements During major disruption and with the implementation of CSL2 arrangements the PA announcements are a key tool to help with crowd management and ensuring that passengers are kept informed with the most up to date information about the delays and alteration to services. Key information will be provided within a Core Message issued by Control via the Flip Chart of pager messages every <15> minutes and therefore it is essential that this information is used throughout the duration of the incident. Delays or cancellations should be announced as early as possible, giving clear reasons for the disruption, in terms which are understandable to the customer. Apologies and updates to passengers should be given whenever the situation changes or at intervals not exceeding 10 minutes(even if no new information has been received) Announcers must take the initiative to obtain information particularly during disruption. Note: Announcers must liaise with their nominated contacts during CSL2. East Coast 5 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 6 of 28 If a major incident occurs causing disruption to all services passengers need to be reassured by REGULAR announcements (every 5 to 10 minutes) to ensure that they understand they have not been abandoned even though there are no trains running at the moment e.g. This is information for all passengers we apologise that all services are being delayed due to. The rest of the announcement must reflect the core message with information about alternatives i.e. Ticket Restrictions, Alternative Routes, tickets being taken by other operators or Replacement Bus service. This message should be repeated every 5 10 minutes, giving more information as it is received from Control. However it is vital to make an announcement every 5-10 minutes even if no new information has become available. Causes of Delay The reasons for delay fall into the following categories: Electrical/Mechanical failure Safety Related Vandalism Line Blockages Late Departures Weather Engineering Announcements relating to delays should contain the following information The cause of the delay An apology Information on the length of delay The arrangements/alternatives that have been implemented for the passenger Electrical/Mechanical Failures The use of electrical, mechanical and technical failures is acceptable provided they are related to understandable items of equipment e.g. Signals, carriages, level crossings, power failure or points failure. East Coast 6 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 7 of 28 Safety Related It is acceptable to refer to lorries colliding with railway bridges etc. Problems which could be associated with reduced safety should be avoided in most cases and substituted with reference to the items(s) being inspected or repaired. An inspection of an open carriage door would be referred to as an inspection being carried out on a carriage Vandalism Delays in this category should be related to whatever damage has occurred i.e. Damage to overhead wires Damage to signalling cables Damage to signals Damage to track Line Blockages A line may be blocked for one of several reasons. For stray animals state any relevant details, the location, the type of animal, the number involved, e.g. a horse or a flock of sheep. For fatalities, say so, but avoiding the exact location, speak only in general terms. For fallen trees give the location and state what action has been taken. Late Departure Do not use late start from and leave it unqualified, instead refer to earlier disruption e.g. Disruption earlier today at resulting in the late departure of this train from Cancelled Trains Where a service is cancelled, as much notice as possible should be given. If it is known in advance that a train is cancelled, it should be shown as such on the Customer Information System as soon as the service is known to be cancelled. An announcement should be made 15 minutes before the booked departure time and then every 5 minutes with information about the options for alternative services. East Coast 7 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 8 of 28 If a train is cancelled at short notice, it should be announced immediately i.e. 10 minutes before the departure or when received, if sooner and shown as cancelled on the Customer Information System. If there is an alternative service available the announcement should include details of this e.g. Weather We apologise that the service to has been cancelled. This is due to. Passengers travelling to are advised to join the service to and change at. The following list highlights the weather conditions that affect our services. Flooding High Winds Heavy Snow Exceptional Heat Severe Frost High Temperatures The above reasons should be coupled with a reference that speed restrictions have been applied for reasons, or that the track is being inspected. Engineering Work In order to show delays in a more positive light, the explanation for the cause of the delay should be brief, truthful and relevant. The impression must be given to customer that everything possible is being done to minimise the delay and safety is paramount. An example of such an announcement might be This information is for passengers waiting at Platform 9 for the 1445 service to. We apologise that this train is running approximately 20 minutes late due to between and. Temporary speed restrictions have been applied for safety reasons. Delays will be kept to a minimum. East Coast 8 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 9 of 28 Loadings Give passengers plenty of notice that a train is heavily loaded. Where possible advise those travelling without reservations of an alternative service. When there has been disruption and there is a queue of trains for the same calling point and/or destination it often happens that the front train is overcrowded whilst those following are virtually empty. If this is the case, advise passengers that the front train is full but there are plenty of seats on the train(s) behind. Reverse Formation Give advance warning to enable passengers and staff to be in the right place on the platform in order to avoid unnecessary additional delays to the service e.g. This is information for passengers travelling on the service to, this train is today in reverse order and First Class accommodation is today situated at the front / rear. Change of Reservation Advance warning of this helps avoid confusion and a rush for seats on the train. Repeat the information several times e.g. Due to the train missing a coach, the seat reservations for Coach have today been transferred into Coach E Repeat at regular intervals until the train departs East Coast 9 January 2009
If printed this document is UNCONTROLLED Customer Service Standing Order No. 3.4 Page 10 of 28 REVIEW PROCESS After each implementation The aspects covered by this Standing Order should be included in each relevant post-incident review. Every 12 Months The Head of Stations will initiate a formal review of these arrangements every April in order to ensure that the contents remain relevant and fit for purpose. The outcome of such reviews must be documented and will be subject to audit. SCHEDULES Schedule 1 Top Tips for Successful Announcing Schedule 2 Station Announcement Scripts Schedule 3 Announcements for Delays East Coast 10 January 2009
If printed this document is UNCONTROLLED Schedule 1 East Coast Operations Page 11 of 28 TOP TIPS FOR SUCCESSFUL ANNOUNCING Relax and be professional Think before you speak and speak slowly and clearly Announcements should be consistent in content. Always use the 24 hour clock and station names as published in the National Rail Timetable You know more than the passengers so keep them informed do not keep it to yourself Reasons for train delays must be accurate The use of rail jargon must be avoided e.g. track circuit, up road etc If a mistake is made, do not panic. Relax, think positive, apologise for the error and then relay the correct information, if necessary write it down. Avoid using the word late, use delayed instead Be proactive rather than reactive with your announcements Never announce when a train is running into the platform, as it is likely that the passengers will not hear it Make your announcements personal e.g. We are sorry When changing shifts, make notes for your colleague, so they can give exactly the same reason for delay as you have given. It does not sound professional for one voice to announce a delayed service only for a few minutes later another voice to announce the same apparently giving different reasons. East Coast 11 January 2009
Page 12 of 28 STATION ANNOUNCEMENT SCRIPTS Category East Coast Category A & B trains ONLY Script The (time) East Coast Service to (destination) will be the next train to arrive at Platform calling at Restaurant / Cafe Bar and Trolley facilities are available First Class accommodation is situated at the front / rear Platform for the service to East Coast 12 January 2009
Page 13 of 28 East Coast Category C & D trains ONLY The (time) East Coast Service to (destination) will be the next train to arrive at Platform calling at Cafe Bar and Trolley facilities are available First Class accommodation is situated at the front / rear Platform for the service to Cross Country The (time) Cross Country service to (destination) will be the next train to arrive at Platform calling at Cafe Bar facilities are available First Class accommodation is situated at the front / rear Platform for the service to East Coast 13 January 2009
Page 14 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) First Trans Pennine Express The (time) First Trans Pennine Express Service to (destination) will be the next train to arrive at Platform calling at A trolley service of drinks and light refreshments is available on this train First Class accommodation is situated at the front / rear Platform for the service to First Capital Connect The (time) First Capital Connect Service to (destination) will be the next train to arrive at Platform calling at First Class accommodation is situated at the front / rear Platform for the service to East Coast 14 January 2009
Page 15 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Northern The (time) Northern Service to (destination) will be the next train to arrive at Platform calling at A trolley service of drinks and light refreshments is available on this train Platform for the service to Approaching The (train) (TOC) service to (destination) is approaching platform calling at Terminating The (train) (TOC) service to (destination) is approaching platform East Coast 15 January 2009
Page 16 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Delay Reason Unknown We apologise to passengers awaiting the service to This train has been delayed between and due to The extent of this delay is not yet known. Information will be given as soon as it is made available. Everything is being done to keep this delay to a minimum. Please listen for further announcements Delay Reason Known We apologise to passengers awaiting the service to This train is running approximately minutes late. This is due to We apologise to customer for the late running of this service. East Coast 16 January 2009
Page 17 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Late Arrivals We apologise to passengers for the late arrival of this train. This was due to. Please do not board this train until it has been fully cleaned and serviced for your journey. Platform Alterations This is information for passengers awaiting the service to. This train will now depart from Platform This is a platform alteration Passengers travelling on the services to please make your way to Platform. This is a platform alteration. Platform for the service to. East Coast 17 January 2009
Page 18 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Severe Disruption Information Unknown We apologise to passengers, due to (say type of condition e.g. adverse weather conditions) services are subject to delay, alteration and cancellation. We are doing everything possible to restore the services. Further information will be given as soon as it becomes available Please listen for further announcements for information about alterations to services Cancellation We apologise to passengers, the service to has been cancelled due to (e.g. the train being withdrawn for repairs) The next available service to is the service from platform Passengers travelling to please joint the service from Platform and change at East Coast 18 January 2009
Page 19 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Severe Disruption CSL2 Arrangements In Place We apologise to passengers, due to (say type of condition e.g. adverse weather conditions, route blockage) services are subject to delay, alteration and cancellation. Journeys are likely to be extended by minutes Examples A replacement bus service is now in operations between and. where East Coast Services are taking passengers forward to destinations between and Passengers travelling to destinations towards London are advised to take the first available service. East Coast, First Capital Connect, Cross Country tickets are valid on any service. East Coast 19 January 2009
Page 20 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Severe Disruption - CSL2 Arrangements in Place (continued) Passengers travelling to destinations towards Newcastle, Edinburgh and beyond are advised to take the first available service. East Coast, First Trans Pennine Express, Cross Country tickets are valid on any service Reverse Formation This is information for passengers travelling on the service to This train is today running in reverse order First Class accommodation is today situated at the front/rear The service to is today running in reverse order. First Class accommodation is today situated at the front/rear East Coast 20 January 2009
Page 21 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Reservation Change This is information for passengers travelling on the service to Due to a defect, coach has been removed from this service. Reservations from coach have been transferred into coach No Catering We apologise to customer travelling on the service to Due to there will be no catering facilities available on this service Passengers are advised to purchase refreshments before boarding the train Departure Boards We apologise to passengers, the departure board(s) on Platform is/are temporarily out of order. Please ask station staff for further information. We advise passengers the East Coast 21 January 2009
Page 22 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Departure Boards (continued) board(s) on Platform is/are now back in service and showing the correct information. Security For security reasons and to reduce the risk of theft passengers are reminded not to leave luggage unattended at any time. Any unattended luggage will be removed immediately and may be destroyed. Customer Call This is a customer call Will please go to for a message Parking Will the owner of vehicle registration number parking in please return to your vehicle and remove it immediately. Will the customer who has chained a bicycle to please remove it immediately East Coast 22 January 2009
Page 23 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Station Evacuation This is an all sectors emergency staff announcement would all staff go immediately to a designated communication point (REPEAT 3 TIMES) We advise customer on instruction from the police/fire service it has been decided that the station must be cleared of all persons immediately. Please make your way to the station front. Do not use the lifts or subways Would passengers please ensure they have all personal belongings with them REPEAT UNTIL ADVISED BY THE DSM Post Station Evacuation We apologise to passengers for the recent evacuation of the station on instruction from the police/fire brigade. Normal services will be resumed as soon as possible. East Coast 23 January 2009
Page 24 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Extreme Weather High temperatures We have been advised by the Met Office of high temperatures predicted for later today, therefore speed restrictions may be enforced which are likely to increase journeys this afternoon by approximately minutes. Please check our website www.eastcoast.co.uk for more information. Snow Condition We have been advised by the Met Office of the likelihood of heavy snow later today, therefore speed restrictions may be enforced which are likely to increase journeys this afternoon by approximately minutes. Please check our website www. eastcoast.co.uk for more information. East Coast 24 January 2009
Page 25 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Extreme Weather (continued) High Winds We have been advised by the Met Office of high winds predicted for later today between and, therefore speed restrictions may be enforced which are likely to increase journeys this afternoon by approximately minutes. Please check our website www. eastcoast.co.uk for more information. Stand Clear Passengers at Platform (Platform Number) Please stand back from the platform edge Passengers at Platform (Platform Number) Please stand clear of the approaching train. East Coast 25 January 2009
Page 26 of 28 STATION ANNOUNCEMENT SCRIPTS (continued) Fire Alarm Test This is a special customer announcement. A fire alarm test is about to take place. No Action Required After the test has been completed The test has now been completed, thank you for your co-operation Cycle/Skateboarding You are reminded for your own safety and the safety of everyone else on the station that cycling /skateboarding/roller-blading is not permitted anywhere on the station. If you are travelling with a bicycle, please speak to a member of staff who will direct you to the area on the platform where you should wait. This is to assist the prompt departure of your train. Slippery platforms Please take care when boarding the train as platform surfaces are slippery today. East Coast 26 January 2009
If printed this document is UNCONTROLLED Schedule 3 East Coast Operations Page 27 of 28 ANNOUNCEMENTS FOR DELAYS Delay Signal Failure Track Circuit Failure Points Failure Broken Rail / Rail Flaw Derailment Blockage of the line Animals Fatality Trespassers Vandalism Loss of Power / OHL Problems Bridge Strike Weather Leaf Slip Temporary Speed Restrictions Failed Train (Other) Fitters Attention Announcement A signal failure at /or between and Signalling problems at /or between and Points failure at /or between and A damaged stretch of line at /or between and A derailment at /or between and A blockage of the line at /or between and Animals on the line between and A fatality at /or between and Trespassers on the line at /or between and Vandalism to at /or between and Overhead line problems at /or between and A vehicle hitting a bridge at /or between and Adverse weather conditions Poor rail conditions due to leaf mould at /or between and Temporary speed restrictions at /or between and Behind a preceding train with technical problems Delayed at receiving technical attention East Coast 27 January 2009
If printed this document is UNCONTROLLED Schedule 3 East Coast Operations Page 28 of 28 ANNOUNCEMENTS FOR DELAYS (continued) Delay HABD/Defect/HST P/Car etc Announcement Technical problems Electric/Diesel Loco Engineering Work Waiting Platform Driver/Guard/Catering Crew Set Change Police/Ambulance Locomotive problems Overrunning engineering work at /or between and Station congestion at Delayed awaiting a driver/guard/catering crew Change of coaching stock at Delayed at awaiting a replacement train Delayed at owing to emergency services attending the train Station Evacuation Bomb Scare / Fire A security alert at Line side fire A line side fire between and Waiting Set Awaiting coaching stock form the depot Inward service A late running inward service Loss of Path Poor Regulation Level Crossing Operating difficulties at /between and A level crossing failure between and East Coast 28 January 2009