Customer panel

From how good your journeys are, to what you want from our stations and trains, and how we handle timetables and engineering works.

Our approach

We hold customer panels throughout network, and aim to visit each of our regions - the East and London, Central, the West, and South Wales – at least once a year.

They’re held in a central location, away from the hustle and bustle of the station. During the evening, customers meet the team, hear what’s going on across GWR, and tell us what they think.

We also work with local groups to visit stations where customers want to talk to us about more local issues.

Our next meetings will be:

  • Tuesday 5 February 2019 - Guildford
  • Tuesday 7 May 2019 - London Paddington

Our progress

At each regional meeting we take notes and the most important issues, with regular updates, are published here.

Issue Region Comments Progress
Why is GWR’s performance so bad at the moment?

  • electrification and improvement work
  • staff shortages
  • new trains
  • new timetables
All We are in a huge period of improvement that is already delivering for customers. but as we approach the final stages of the work, performance in some areas has fallen. There’s no one reason for this, but we’ve worked with Network Rail to identify a combination of five key challenges and have put a Joint Performance Improvement Plan in place to tackle them. Ongoing
Will you be bringing Meet the Manager sessions back?
All We recently ran a series of Meet the Manager sessions on the North Cotswolds line, and plan to visit the Severn Beach area in July.
During disruption and improvement work, the quality of help from some staff is quite poor
All All our customer facing colleagues have recently completed a comprehensive training programme to equip them with the skills to deal with situations that may arise.
The reliability of the air-conditioning on your refurbished trains is poor; what are you doing about it?
All Our engineering teams have been working hard on this, and we hope you’ll notice an improvement this summer.
Off-Peak trains often leave before ticket machines are updated, so there is no time to buy a ticket. Can this be looked into?
Sometimes it’s not possible to change because the last peak and first off-peak train are so near to each other. However, more and more of our services can now be bought with mobile tickets through the GWR App which has no restrictions on when you can buy.

Previous meetings