Supertram Deterioration Since Coppard Ownership (Read 1,499 times)

[63384]

Well, what I thought would happen, has happened. Supertram has gone down in quality since Coppard took over from Stagecoach. The Conductors/Conductresses used to be professional, polite, welcoming and helpful. However, these past few months, I have noticed a big slip in standards. The one I had on Tuesday couldn't even bring herself to say "hello" or "thank you" when I presented my ticket. She didn't acknowledge any other customers either. And there were no PIS announcements of next calling points. On another tram, the way the Conductor spoke to a gentleman in front of me was appalling. 

The trams themselves are also in need of care and attention. Stagecoach always kept them looking very smart but now they are looking rather shabby in many places with mis-matched bumper panels (e.g. one part painted blue, the other red), heavily worn and threadbare seating and still no further progress on getting 105 back in to service.

They also now have Revenue Protection Officers at Meadowhall railway station waiting room that demand to see your ticket as you board and alight the tram, meaning you have to fumble around for your ticket in your bag as you walk down the paving - and risk losing something important out of your wallet/purse. There were enough RPOs to put one on every tram on the Meadowhall branch and ensure that passengers travelling to every stop have a valid ticket or face a Penalty Fare/prosecution. That would be a more effective approach from a revenue perspective and also a better customer experience by not making people fumble around on foot. The Supertram operates a buy on board policy, so it is rather cheeky to conduct inspections in this manner. 

It all feels like a government run cheap and nasty commuter service, like Thameslink. Another reason why we can't let Coppard get his meddling hands on our buses. All of the good work done by Stagecoach is being undone by those that claim they know best.

[Mainline]

Jun 6, 2024 21:58:05 GMT 63384 said:

Well, what I thought would happen, has happened. Supertram has gone down in quality since Coppard took over from Stagecoach. The Conductors/Conductresses used to be professional, polite, welcoming and helpful. However, these past few months, I have noticed a big slip in standards. The one I had on Tuesday couldn't even bring herself to say "hello" or "thank you" when I presented my ticket. She didn't acknowledge any other customers either. And there were no PIS announcements of next calling points. On another tram, the way the Conductor spoke to a gentleman in front of me was appalling. 

The trams themselves are also in need of care and attention. Stagecoach always kept them looking very smart but now they are looking rather shabby in many places with mis-matched bumper panels (e.g. one part painted blue, the other red), heavily worn and threadbare seating and still no further progress on getting 105 back in to service.

They also now have Revenue Protection Officers at Meadowhall railway station waiting room that demand to see your ticket as you board and alight the tram, meaning you have to fumble around for your ticket in your bag as you walk down the paving - and risk losing something important out of your wallet/purse. There were enough RPOs to put one on every tram on the Meadowhall branch and ensure that passengers travelling to every stop have a valid ticket or face a Penalty Fare/prosecution. That would be a more effective approach from a revenue perspective and also a better customer experience by not making people fumble around on foot. The Supertram operates a buy on board policy, so it is rather cheeky to conduct inspections in this manner. 

It all feels like a government run cheap and nasty commuter service, like Thameslink. Another reason why we can't let Coppard get his meddling hands on our buses. All of the good work done by Stagecoach is being undone by those that claim they know best.

I’m quite surprised at the lack of changes in terms of making the system more presentable following the SYMCA takeover. Mismatched bumpers and poor presentation were, however, present long before SYMCA took over. Stagecoach had no interest in funding the system properly, and presentation became poorer over the years. Management was one of the leading failures at Supertram, creating low morale and staff shortages. The wage also isn’t particularly enticing either these days for either a conductor or driver.

[63384]

Jun 7, 2024 10:35:14 GMT Mainline said:

Jun 6, 2024 21:58:05 GMT 63384 said:

Well, what I thought would happen, has happened. Supertram has gone down in quality since Coppard took over from Stagecoach. The Conductors/Conductresses used to be professional, polite, welcoming and helpful. However, these past few months, I have noticed a big slip in standards. The one I had on Tuesday couldn't even bring herself to say "hello" or "thank you" when I presented my ticket. She didn't acknowledge any other customers either. And there were no PIS announcements of next calling points. On another tram, the way the Conductor spoke to a gentleman in front of me was appalling. 

The trams themselves are also in need of care and attention. Stagecoach always kept them looking very smart but now they are looking rather shabby in many places with mis-matched bumper panels (e.g. one part painted blue, the other red), heavily worn and threadbare seating and still no further progress on getting 105 back in to service.

They also now have Revenue Protection Officers at Meadowhall railway station waiting room that demand to see your ticket as you board and alight the tram, meaning you have to fumble around for your ticket in your bag as you walk down the paving - and risk losing something important out of your wallet/purse. There were enough RPOs to put one on every tram on the Meadowhall branch and ensure that passengers travelling to every stop have a valid ticket or face a Penalty Fare/prosecution. That would be a more effective approach from a revenue perspective and also a better customer experience by not making people fumble around on foot. The Supertram operates a buy on board policy, so it is rather cheeky to conduct inspections in this manner. 

It all feels like a government run cheap and nasty commuter service, like Thameslink. Another reason why we can't let Coppard get his meddling hands on our buses. All of the good work done by Stagecoach is being undone by those that claim they know best.

I’m quite surprised at the lack of changes in terms of making the system more presentable following the SYMCA takeover. Mismatched bumpers and poor presentation were, however, present long before SYMCA took over. Stagecoach had no interest in funding the system properly, and presentation became poorer over the years. Management was one of the leading failures at Supertram, creating low morale and staff shortages. The wage also isn’t particularly enticing either these days for either a conductor or driver.

I never noticed the trams looking as shabby as they do now. I agree with you that the new tyre track logo and tacky branding does not make the network look presentable. Neither do the influx of cheap agency type staff that they have introduced as conductors, with a "do bare minimum" attitude.

I understand that Conductors/Conductresses are paid £13 per hour, which seems fair. I would never say a job is easy unless I had done it myself and I am not saying the job is easy. It must be difficult dealing with yobs at Malin Bridge refusing to buy a ticket or the thug at Cricket Inn Road who lights up a cigarette onboard. The Conductors also have disability training and assist with operations on a light basis, such as marking doors locked out of use. They also work anti social hours, as do many transport workers.

That said, in the scheme of the sector, Conductors don't require constant drug and alcohol testing as drivers do. They don't have constant safety critical initiatives to keep up to date with. It's not an un skilled role, but it wouldn't fall in the category for being paid a specialist premium. I am sure that many Conductors work difficult shifts in a challenging environment.

What a Conductor should be doing is providing excellent and consistent customer services and working as an ambassador for the company. Most of the team did a great job under Stagecoach but standards have significantly fallen under Coppard. With all due respect to bus drivers, I've seen all of them give better customer service than the last 2 tram conductors I have encountered and bus drivers have to juggle customer service with safe driving, so it's really not acceptable.

I'd say the glory days of the Supertram were 2009/2010. Stagecoach had gotten the whole fleet refurbished to a high standard. Supertram Link buses were a new and exciting initiative. The trams were clean, smart and comfortable. The staff were great back then, truly professional and attentive.

Coppard will run it in to the ground, mark my words.

[63384]

Opinion: It's time to axe the Parkgate Tram Trains and focus on improving trams in the city. The Tram Train (TT) was only ever supposed to be a trial to see if it could work, and it's been proven that it can, hence the Citylink order for South Wales. The tram to Rotherham merely mimmicks the train services (at a slower rate and with no lavatories). The Sheffield Supertram should focus on just that, Sheffield. Handing back the line through Rotherham Central would allow the Sheffield to Scunthorpe service to be re-introduced and increase services to Mexborough and Conisbrough.

What strikes me is that there is always a considerable wait at the Sheffield Station tram stop for a tram in to town. The displaced TTs could be used for shuttles up to the Cathedral and also be used to cover for the DÜwags as they undergo extensive refurbishment and corrosion repair. The trams in Sheffield are often full and standing and it's stupid when Parkgate station is virtually empty most of the time. It's the people in Sheffield who tolerate most of the invasive infastructure, so it's Shffield that should get the full benefit.

[dougie]

Jun 30, 2024 19:24:42 GMT 63384 said:

Handing back the line through Rotherham Central would allow the Sheffield to Scunthorpe service to be re-introduced and increase services to Mexborough and Conisbrough.

The trams in Sheffield are often full and standing and it's stupid when Parkgate station is virtually empty most of the time

There’s nothing stopping (state run) Northern from bringing back the three trains an hour that (Arriva-run) Northern operated, the trams were timed to avoid these services anyway (hence the original 10-20-30 gaps on the trams, to fit in between the half hourly Doncaster trains and hourly Leeds trains)

The reason the Scunthorpe trains were cut probably had a lot to do with the state run operator no longer having to meet franchise commitments (they cut the Sheffield - Gainsborough stoppers too) and the pressure on the flat crossing at Doncaster , given the number of longer and busier London trains, compared to a Scunthorpe Sprinter)

Blaming the trams seems odd

As for Parkgate being quiet, that’s the same with most termini, other than Meadowhall

[littlenipper]

Jul 1, 2024 7:08:33 GMT dougie said:

Jun 30, 2024 19:24:42 GMT 63384 said:

Handing back the line through Rotherham Central would allow the Sheffield to Scunthorpe service to be re-introduced and increase services to Mexborough and Conisbrough.

The trams in Sheffield are often full and standing and it's stupid when Parkgate station is virtually empty most of the time

There’s nothing stopping (state run) Northern from bringing back the three trains an hour that (Arriva-run) Northern operated, the trams were timed to avoid these services anyway (hence the original 10-20-30 gaps on the trams, to fit in between the half hourly Doncaster trains and hourly Leeds trains)

The reason the Scunthorpe trains were cut probably had a lot to do with the state run operator no longer having to meet franchise commitments (they cut the Sheffield - Gainsborough stoppers too) and the pressure on the flat crossing at Doncaster , given the number of longer and busier London trains, compared to a Scunthorpe Sprinter)

Blaming the trams seems odd

As for Parkgate being quiet, that’s the same with most termini, other than Meadowhall

Maybe they never bothered to run it again is because there's the trans pennine cleethorpes train that runs every hour calling at scunthorpe.

[63384]

Jul 1, 2024 16:18:57 GMT littlenipper said:

Jul 1, 2024 7:08:33 GMT dougie said:

There’s nothing stopping (state run) Northern from bringing back the three trains an hour that (Arriva-run) Northern operated, the trams were timed to avoid these services anyway (hence the original 10-20-30 gaps on the trams, to fit in between the half hourly Doncaster trains and hourly Leeds trains)

The reason the Scunthorpe trains were cut probably had a lot to do with the state run operator no longer having to meet franchise commitments (they cut the Sheffield - Gainsborough stoppers too) and the pressure on the flat crossing at Doncaster , given the number of longer and busier London trains, compared to a Scunthorpe Sprinter)

Blaming the trams seems odd

As for Parkgate being quiet, that’s the same with most termini, other than Meadowhall

Maybe they never bothered to run it again is because there's the trans pennine cleethorpes train that runs every hour calling at scunthorpe.

But TPE don't ordinarily call at Althorpe Humber, Kirk Sandall, Hatfield & Stainforth, Thorne South, Conisbrough, Mexborough, Swinton & Rotherham Central.

[dougie]

Jul 1, 2024 16:49:07 GMT 63384 said:

Jul 1, 2024 16:18:57 GMT littlenipper said:

Maybe they never bothered to run it again is because there's the trans pennine cleethorpes train that runs every hour calling at scunthorpe.

But TPE don't ordinarily call at Althorpe Humber, Kirk Sandall, Hatfield & Stainforth, Thorne South, Conisbrough, Mexborough, Swinton & Rotherham Central.

There’s nothing stopping the (state run) Northern from going back to the half hourly stoppers from Sheffield to Doncaster and the hourly stopper from Doncaster to Scunthorpe

The paths exist, the expensive new platform at the north eastern corner of Doncaster station can cope with additional services, they’ve not lost any stock since the (Arriva run) Northern brought in the 170/195s and got rid of the Pacers

But, regular you can fine a private firm for not meeting franchise commitments, nobody cares if a state run organisation drops various journeys… What are you going to do? Get the government to fine them (which will just mean taxpayer money passing from one bit of government to another)

Anyhow, the decision to cut the stoppers through Mexborough etc has nothing to do with trams, since the trams were pathed around existing trains. We can carry on this discussion on a “railway” Thread if anyone wants

[63384]

Jul 2, 2024 10:58:58 GMT dougie said:

Jul 1, 2024 16:49:07 GMT 63384 said:

But TPE don't ordinarily call at Althorpe Humber, Kirk Sandall, Hatfield & Stainforth, Thorne South, Conisbrough, Mexborough, Swinton & Rotherham Central.

There’s nothing stopping the (state run) Northern from going back to the half hourly stoppers from Sheffield to Doncaster and the hourly stopper from Doncaster to Scunthorpe

The paths exist, the expensive new platform at the north eastern corner of Doncaster station can cope with additional services, they’ve not lost any stock since the (Arriva run) Northern brought in the 170/195s and got rid of the Pacers

But, regular you can fine a private firm for not meeting franchise commitments, nobody cares if a state run organisation drops various journeys… What are you going to do? Get the government to fine them (which will just mean taxpayer money passing from one bit of government to another)

Anyhow, the decision to cut the stoppers through Mexborough etc has nothing to do with trams, since the trams were pathed around existing trains. We can carry on this discussion on a “railway” Thread if anyone wants

All TOCs should be held accountable for failing to fulfil their duties.

[63384]

The tram conductors seem to get ruder and have more attitude than ever before. I wouldn't be surprised if TSY are looking to instil a buy before you board policy soon. They seem to be already preparing for it with RPOS at Meadowhall doing ticket check blocks most days and nights. I also saw a lone RPO on the platform at Cathedral the other night, checking tickets before people got on the tram. So do be careful if on the street and you decide to hang around the tram stop or sit on the benches, you may get a Penalty Fare!

The customer service approach has deteriorated dramatically. I do have to say that some of the new conductors don't speak great English, and communication should be a vital part of their role, especially when dealing with disabled or hard of hearing passengers. Many of the conductors now are ruder than some bus drivers. I'm not saying all bus drivers are rude by the way, there are some great drivers, utterly professional. The fact is, the bus drivers have other things to juggle as well as customer service, so I give a bit more leeway if one of them has an attitude. The conductors on trams are there to provide great service and if they aren't doing that, then perhaps the intended buy before you board policy is best to be implemented!

They still can't seem to decide what to do with the livery, some of the trams have wholly blue bumpers, some have the multi-coloured 'swoosh'. Lots of odd-matched seat moquettes about these days, but oh, they've now got branded blinds in the driver's cabs with the new logo...says a lot about Coppard, all about vanity and promoting himself, not about actually improving things.

[metromadman]

Jul 24, 2024 13:02:40 GMT 63384 said:

The tram conductors seem to get ruder and have more attitude than ever before. I wouldn't be surprised if TSY are looking to instil a buy before you board policy soon. They seem to be already preparing for it with RPOS at Meadowhall doing ticket check blocks most days and nights. I also saw a lone RPO on the platform at Cathedral the other night, checking tickets before people got on the tram. So do be careful if on the street and you decide to hang around the tram stop or sit on the benches, you may get a Penalty Fare!

The customer service approach has deteriorated dramatically. I do have to say that some of the new conductors don't speak great English, and communication should be a vital part of their role, especially when dealing with disabled or hard of hearing passengers. Many of the conductors now are ruder than some bus drivers. I'm not saying all bus drivers are rude by the way, there are some great drivers, utterly professional. The fact is, the bus drivers have other things to juggle as well as customer service, so I give a bit more leeway if one of them has an attitude. The conductors on trams are there to provide great service and if they aren't doing that, then perhaps the intended buy before you board policy is best to be implemented!

They still can't seem to decide what to do with the livery, some of the trams have wholly blue bumpers, some have the multi-coloured 'swoosh'. Lots of odd-matched seat moquettes about these days, but oh, they've now got branded blinds in the driver's cabs with the new logo...says a lot about Coppard, all about vanity and promoting himself, not about actually improving things.

The livery obviously isn't a priority for them, there's probably a lot more pressing things first, most members of the public aren't all that fussed what livery they wear. As for the wholly blue bumpers, this started being adopted several years back, when with Stagecoach, and you'll note the "swoops" don't carry down onto the bumpers of the newer trams (201-207). Its probably been done for ease of things, using 1 colour on bumper parts (which is probably the most likely area that damage is likely to occur, as presumably they're mainly made of fibreglass, which, compared to other external parts of the tram bodywork, is very weak) probably reduces the time out of service, as they'll only have to apply a few coats of 1 colour, rathern than messing around waiting for it to dry, then mask up the curves and apply the second colour, then repeat that process for the 3rd. The only reason 105 has probably missed out on blue bumpers is because it's probably been done via the insurance, and they'll restore the paintwork to "as was". 

[63384]

Jul 24, 2024 20:18:07 GMT metromadman said:

Jul 24, 2024 13:02:40 GMT 63384 said:

The tram conductors seem to get ruder and have more attitude than ever before. I wouldn't be surprised if TSY are looking to instil a buy before you board policy soon. They seem to be already preparing for it with RPOS at Meadowhall doing ticket check blocks most days and nights. I also saw a lone RPO on the platform at Cathedral the other night, checking tickets before people got on the tram. So do be careful if on the street and you decide to hang around the tram stop or sit on the benches, you may get a Penalty Fare!

The customer service approach has deteriorated dramatically. I do have to say that some of the new conductors don't speak great English, and communication should be a vital part of their role, especially when dealing with disabled or hard of hearing passengers. Many of the conductors now are ruder than some bus drivers. I'm not saying all bus drivers are rude by the way, there are some great drivers, utterly professional. The fact is, the bus drivers have other things to juggle as well as customer service, so I give a bit more leeway if one of them has an attitude. The conductors on trams are there to provide great service and if they aren't doing that, then perhaps the intended buy before you board policy is best to be implemented!

They still can't seem to decide what to do with the livery, some of the trams have wholly blue bumpers, some have the multi-coloured 'swoosh'. Lots of odd-matched seat moquettes about these days, but oh, they've now got branded blinds in the driver's cabs with the new logo...says a lot about Coppard, all about vanity and promoting himself, not about actually improving things.

The livery obviously isn't a priority for them, there's probably a lot more pressing things first, most members of the public aren't all that fussed what livery they wear. As for the wholly blue bumpers, this started being adopted several years back, when with Stagecoach, and you'll note the "swoops" don't carry down onto the bumpers of the newer trams (201-207). Its probably been done for ease of things, using 1 colour on bumper parts (which is probably the most likely area that damage is likely to occur, as presumably they're mainly made of fibreglass, which, compared to other external parts of the tram bodywork, is very weak) probably reduces the time out of service, as they'll only have to apply a few coats of 1 colour, rathern than messing around waiting for it to dry, then mask up the curves and apply the second colour, then repeat that process for the 3rd. The only reason 105 has probably missed out on blue bumpers is because it's probably been done via the insurance, and they'll restore the paintwork to "as was". 

I don't think the bumpers are fibreglass. I could be wrong. But I noticed recently that the roof valances are made of steel, so would assume the bumpers would be too.

I don't know what these more pressing things are they seem to be focussing on. The reliability has deteriorated since Stagecoach left. Yes, there are a handful of extra trips but that's about it. They've also made the coloured lines more confusing with things like the Blue Route running to Cricket Inn Road. The frequency of trams in to the city centre from the train station isn't great either, if I see it's a 20 minute wait, I will go and get a bus from the Interchange instead. And customer service is highly underrated. Rude and surly staff will make the customer use other options. If I am paying £2.80 for a one mile trip, I expect a please and thank you. 

[TC60054]

Blue route trams have always gone to and from Cricket Inn Road in service as the blue route when running to and from depot to start and finish service.

[63384]

Jul 25, 2024 15:55:09 GMT TC60054 said:

Blue route trams have always gone to and from Cricket Inn Road in service as the blue route when running to and from depot to start and finish service.

I've not seen that before. I've seen many Yellow ones do it, particularly early evening but never Blue.

[jrawlin]

I’ve seen a blue route destined for Halfway at Cricket Inn Road before in an early morning