Great Western Railway (Train Operating Company) - Great Western Railway Performance/Great Western Railway Punctuality - G

Great Western Railway (Train Operating Company) - G

Great Western Railway Performance

Great Western Railway Punctuality

In 2004–2005, 79.6% of trains arrived on time (defined as within 10 minutes of their scheduled arrival time). On 22 December 2006, the First Great Western InterCity service was declared the worst in Britain for delays, according to figures from the Office of Rail Regulation, with more than one in four trains running late.

First Great Western admitted to misreporting the number of cancellations in the period from August to December 2007, revised figures showing the company to have breached the cancellation threshold in the franchise contract.

Specifically the company was alleged to have deliberately cancelled trains on the day prior to service without the prior approval of the DfT, and without recording these cancellations on their performance figures. The company was also accused of falsifying records in order to claim dispensation for large numbers of cancellations. First Great Western was named in a Passenger Focus survey as the worst train operating company for 2007.

On 6 September 2007, FirstGroup announced changes to its management structure, apparently designed to strengthen the First Great Western commuter services. Anthony Smith, head of the rail users council Passenger Focus commented, "A fresh management approach is welcome. Clearly, looking at the passenger satisfaction scores for First Great Western, the train company and Network Rail have a lot to do. However, passengers will believe it when they see improvements."

Some delays are attributable to Network Rail rather than the operator, as the Office of Rail Regulation (ORR) found in September 2007, when it remarked that the First Great Western service continued "to suffer from very high levels of delays attributed to Network Rail" and described Network Rail's performance as "exceptionally disappointing".

By 2009, passenger satisfaction with First Great Western was described by Passenger Focus as having "significantly improved".

Great Western Railway Remedial Plan

In February 2008 the Secretary of State for Transport stated that FGW had "fallen persistently short of customers' expectations and been unacceptable to both passengers and government", issuing them with a Breach Notice for misreporting cancellations and a Remedial Plan Notice as a result of exceptionally high levels of cancellations and low passenger satisfaction.

As part of the Remedial Plan Notice, First Great Western was required to achieve improvement milestones, to lease five more Class 150 units to allow three-car trains to be used on Portsmouth-Cardiff services, to undertake a much more extensive refurbishment of the Thames Turbo fleet, to offer 50% higher compensation for the duration of the franchise, to offer 500,000 more cheap tickets on off-peak services, and to improve station customer information systems.

Failure to do this would result in FGW losing its franchise. FirstGroup's railway operating profit, meanwhile, was reported to have risen 10% in the six months to September 2007.

By June 2009, FGW had transformed its performance to become one of the UK rail network's more punctual operators, recording 94.6% of trains arriving on time. In February 2010 FGW was named Train Operator of the Year at the national Rail Business awards. Presenting the award, judges said, "First Great Western provides an extensive network of commuter, regional, local and intercity trains. The systems they have put into place over the last two years have made a significant improvement to the service they now provide."

However, in February 2015 First Great Western came 17th (out of 21) in Which? magazine's Best and worst UK train companies survey. Customers gave First Great Western a score of 47% (compared to the worst-performing operator, Govia Thameslink Railway, with a score of 43%, and the best-performing operator, Grand Central, with a score of 76%). First Great Western also scored three out of five stars across five of six specific categories, apart from Value for money in which First Great Western scored two out of five stars.

Great Western Railway Overview

Great Western Railway Franchise(s):

InterCity Great Western 4 February 1996 – 31 March 2006

Greater Western 1 April 2006 – 25 June 2028

Main Region(s): Greater London, South East England, South West England, Wales

Great Western Railway Other Region(s): East MidlandsWest Midlands

Great Western Railway Fleet Size:

12 Class 43 HST Castle sets

5 Class 57 diesel locomotives for 2 Night Riviera sleeper sets

19 Class 150 Sprinter units

18 Class 158 Express Sprinter units

36 Class 165 Networker Turbo units

21 Class 166 Networker Turbo units

30 Class 387 Electrostar units

57 Class 800 IET units

36 Class 802 IET units

Great Western Railway Stations Called At: over 270

Great Western Railway Stations Operated: 198

Great Western Railway Parent Company: FirstGroup

Reporting Mark: GW

Great Western Railway Predecessor:

First Great Western Link

Wessex Trains

Great Western Railway Technical Track Gauge: 1,435 mm (4 ft 8+1⁄2 in) standard gauge

Great Western Railway Electrification:

25 kV 50 Hz AC OHLE

Great Western Railway Length: 1,323.0 mi (2,129.2 km)

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