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If printed, this document isIf printed, this document isIf printed, this document isIf printed, this document is UNCONTROLLEDUNCONTROLLEDUNCONTROLLEDUNCONTROLLED
Customer Service Standing Order No. 3.4
Station Announcements
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
PIDD
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Customer Service Standing Order No. 3.4 Issue 1, Date: January 2009 Page 2 of 28
East Coast Standing Order No. 3.4 2 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 3 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 4 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 5 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 6 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 7 Station Announcements January 2009
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.
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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.
“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 _____.
Weather 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.
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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
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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
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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.
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East Coast Standing Order No. 3.4 12 Station Announcements January 2009
STATION ANNOUNCEMENT SCRIPTS
Category Script
East Coast – Category A & B trains ONLY
• 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
____
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East Coast Standing Order No. 3.4 13 Station Announcements January 2009
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
____
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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
____
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East Coast Standing Order No. 3.4 15 Station Announcements January 2009
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 ____
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East Coast Standing Order No. 3.4 16 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 17 Station Announcements January 2009
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
____.
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East Coast Standing Order No. 3.4 18 Station Announcements January 2009
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 ____
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East Coast Standing Order No. 3.4 19 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 20 Station Announcements January 2009
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
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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
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East Coast Standing Order No. 3.4 22 Station Announcements January 2009
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
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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.
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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.
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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.
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East Coast Standing Order No. 3.4 26 Station Announcements January 2009
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.
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East Coast Standing Order No. 3.4 27 Station Announcements January 2009
ANNOUNCEMENTS FOR DELAYS
Delay Announcement
Signal Failure A signal failure at____ /or between _____ and _____
Track Circuit Failure Signalling problems at____ /or between _____ and _____
Points Failure Points failure at____ /or between _____ and _____
Broken Rail / Rail Flaw A damaged stretch of line at___ /or between ____ and____
Derailment A derailment at____ /or between _____ and _____
Blockage of the line A blockage of the line at____ /or between _____ and _____
Animals Animals on the line between _____ and _____
Fatality A fatality at____ /or between _____ and _____
Trespassers Trespassers on the line at____ /or between ____ and ____
Vandalism Vandalism to ___ at____ /or between _____ and _____
Loss of Power / OHL Problems
Overhead line problems at____ /or between ____ and ____
Bridge Strike A vehicle hitting a bridge at____ /or between ____ and ____
Weather Adverse weather conditions
Leaf Slip Poor rail conditions due to leaf mould at____ /or between _____ and _____
Temporary Speed Restrictions
Temporary speed restrictions at___ /or between ___ and ___
Failed Train (Other) Behind a preceding train with technical problems
Fitters Attention Delayed at ____ receiving technical attention
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East Coast Standing Order No. 3.4 28 Station Announcements January 2009
ANNOUNCEMENTS FOR DELAYS (continued)
Delay Announcement
HABD/Defect/HST P/Car etc Technical problems
Electric/Diesel Loco Locomotive problems
Engineering Work Overrunning engineering work at___ /or between ___ and ___
Waiting Platform Station congestion at___
Driver/Guard/Catering Crew Delayed awaiting a driver/guard/catering crew
Set Change Change of coaching stock at____ Delayed at____ awaiting a replacement train
Police/Ambulance 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
Operating difficulties at _____ /between ____ and ____
Level Crossing A level crossing failure between ____ and ____