A particular focus on TfW here, but a somewhat industry-wide problem.

On a couple of journeys on GWR IETs recently, there have been brief delays, and before I've even registered that the train's been stopped for a bit longer than expected a member of crew has announced that there's a minor problem that must be dealt with before the train moves. I think the delays amounted to a few minutes apiece, but there were still updates.

Meanwhile on TfW, ad-hoc information sems to be in short supply. There are situations where a human announcement is what's needed. Online sources won't know. Auto-announcers won't know until the train has moved and triggered a timing point, or data has been input, and even then will only regurgitate their recorded lines, which won't always fit the situation. A bit of thought around customer service would go a long way. TfW's train service has improved a lot recently – more than the comments on their social media posts would have one believe – but naturally things still go wrong. I have enough understanding of the system to accept problems will occur, but a little bit of human communication, tailored to the moment, would be extremely helpful.

Often problems occur and nothing can be done in the 'now' to fix this, but information makes a huuuuuuuge difference between good and poor service, especially as it's often the only thing under an individual's control.

Examples:

• On multiple occasions – trains waiting at platforms for 15, in one case 30 minutes, without any update. Passengers left wondering what's going on. Surely some reassurance would be useful even if a timescale to resolve the issue isn't known – otherwise passengers feel forgotten about. If the guard is running late, perhaps platform staff could board and give a quick update. (The examples I've noted have been at major stations with staffed platforms.)
• On one of these occasions, I could see from RTT and OTT that there was an attachment to be made. This required a train in front to shunt, and the attaching unit to shunt in, so it was clearly going to take some time. Given I could piece this together, I'm sure staff on the ground were aware before the last minute! An announcement would have reassured passengers the delay wouldn't have been indefinite; given  the train was busy, an announcement coud also have advised that the attaching portion would have plenty of room if people wanted to wait on the platform for it, as well as preparing people for the sudden bump when the trains coupled!
• Conflicting information about units uncoupling – the information was different each time it was announced, and that's before we consider that at a terminus front and rear have different meanings to those boarding and those already on board, especially if unfamiliar with the usual reversal. If the information is conflicting – whether by simple human error or because the plan has changed – perhaps it would be best to poke a head into each vehicle and reassure the very confused passengers! (On the occasion in question, each portion's driver and guard were there, along with platform staff, so no shortage of people to assist.)
• A while ago.... in the few minutes between leaving Cardiff Central and leaving Queen Street, there were three announcements about stops being removed – each one different. Not helped by the PA on a 150 being not the easiest to hear, especially when busy or with windows open. Perhaps it would have been wise to pop a head in and check people weren't too confused!

This is a matter of people knowing what's on, minimising distress in more difficult situations, giving people confidence about their journey, and ensuring people get to their destination if there are changes to splits and stopping patterns!

I'd even go so far as to say it's fundamental to passengers' wellbeing – a duty of care issue. Consider:

• Passengers ending up on the wrong train because of the confused info scenarios.
• Passengers feeling distressed or uncertain about their journey.
• Feeling comfortable around other passengers – there's often the one or two who react more explosively with language and tone that make the journey that bit more unpleasant!
• That niggling doubt of 'Will I get home?' if there's no info at all – even if it's not a definitive timescale (e.g. when there's a fault) if nothing else a bit of human communication gives the feeling that someone has the passengers' backs!

It would be great if people could be trained to think a bit more about the situation:

• Could people be confused by ambiguous or plan conflicting info right now?
• Will people be wondering why we haven't moved?
• Is the automated info plain wrong? (Switch it off or if that's not possible acknowledge & correct the error.)
• Could things be misheard? (Esp on older trains with less wonderful PA and clatter from open windows)


Going the extra mile might consider:

• Warn people of the bump when trains couple – especially if nerves already frayed by a long wait.
• If the other half of the train is empty from a last-minute couple-up, let people know (if it doesn't delay things – e.g. while at platform).
• Revising processes if there's some reason why platform staff can't assist with popping a head in to assist with relaying information.
• Offsetting conflict between human and auto information. I'm tired of hearing passengers moaning about being 'lied' to when the auto system conflicts with human announcements – e.g. when the auto system reads off standard wording re the original 2 minute delay, which may be top of their delay code list for that journey, while the human announces the reason for the delay that's actually significant right now. Careful wording acknowleding the stupidity of the dumb system may help!

Some of these are very situation-specific, but the point is that these are examples of considering what the passenger might be experiencing right now as best practice.