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Customer Service Excellence
Winner
Eurostar
During 2007 Eurostar entered into a dialogue with cycling groups who were concerned that the lack of a system to pre-book bicycles on specific trains was discouraging cyclists from using their services. In response to their concerns, Eurostar launched a new reservation system in April 2008, guaranteeing that cyclists could travel in the same train as their bikes. Following the launch the new system has increased the number of bikes carried to 1,377, an increase of 300% on last year’s figures.
The judges selected Eurostar: “…In recognition of the fact that following years of growing demand, they have listened to customers, responded to increased demand for cycle tourism and interacted with cycle user groups in providing an improved service for cyclists.”
Highly Commended
National Express East Anglia
Over the past twelve months NXEA has enhanced its service offering to cyclists with three new projects – a trial scheme with the British Transport Police which involved giving transponders to cyclists to help them track the location of their bike to discourage theft, a joint initiative with Hertfordshire County Council to increase cycle parking at railway stations and proactive support for the successful bids from Colchester and Southend to be chosen as Cycling Demonstration Towns.
The judges were particularly impressed with NXEA’s ability to maintain exceptional standards of customer service. They said: “NXEA have demonstrated continuing and sustained best practice, which is an example for other Train Operating Companies to follow. They have also shown a long-term commitment to integrated travel, which has been built into their business development process.”
Best Local Government Contribution
Winner
Surrey County Council
Surrey’s rail network is heavily biased towards commuter travel and train operators have had to restrict passengers to only carrying folding bicycles during peak hours. Therefore, Surrey Council has been continuing its programme of expanding cycle parking facilities at stations with its flagship project successfully equipping every First Great Western station on the North Downs Line in Surrey with sheltered parking.
Surrey County Council is to be applauded, said the judges, for their development scope and thoroughness of joined-up thinking at the local level, and in an area with high cycle ridership levels.
Highly Commended
Milton Keynes Borough Council
The Borough Council has invested over £250,000 to improve cycling facilities at Milton Keynes railway station. It now boasts sheltered space for almost 400 cycles and, through a strong partnership with the station itself and Thames Valley Police, 56 bespoke cycle storage lockers have been installed to reduce cycle theft.
This is an excellent example, the judges said, of a well thought through and expertly executed scheme to encourage more rail travellers to travel to and from the station by bike.
Most Innovative Approach to Cycle-Rail Integration
Winner
Hitrans
Recognising the economic, environmental and health benefits of combined cycle-rail use and following the increase in sustainable tourism, Hitrans, in partnership with First ScotRail and Transport Scotland, have worked against current trends by removing seats on trains in favour of bikes on the Scottish network. Cycle lockers and cycle stands are also being installed at Dingwall, Inverness and Keith railway stations.
The judging panel concluded the scheme was: “A good model for the future.”
Highly Commended
First Great Western & OYBike
Growing numbers of passengers are choosing to cycle to the station due to higher fuel costs, resulting in the demand for cycle spaces on high speed trains outstripping supply. To rectify this, First Great Western joined forces with OYBike in piloting a bike hire scheme at Reading station, which was subsequently launched in May 2008 providing cyclists with a trouble free way of travelling by bike.
The judges said: “An innovative and imaginative initiative which shows a fresh perspective to integrated cycle-rail travel. The scheme also has the potential to attract those who don’t own a bicycle to travel by bike for journeys to and from the station.”
People Award
Winner
Dave Holladay
Dave is a tireless and well-respected campaigner for the Cycle Touring Club (CTC) and has been promoting and encouraging better cycle-rail integration for many years. He uses his impressive knowledge of the rail industry to great effect – a recent example includes the innovative proposal he suggested to help increase cycle capacity for passengers using rail to return home from the 2009 London – Brighton bike ride.
The judges commented: “Working for Tramsol and as a long running consultant to CTC, Dave is one of the best known figures campaigning for cycle rail integration. He has worked closely with Eurostar on their recent improvements and in helping to develop rolling stock redesigns.”
Highly Commended
Simon Lloyd, Station Officer, Edinburgh Waverley
Simon has played a leading role on behalf of Network Rail at Edinburgh charity ‘The Bike Station’, which recycles old and abandoned bikes and parts into new bicycles, which are then made available to local charities and community groups.
The Bike Station has recently relocated from Waverley station to larger premises on the south side of town. However, Simon’s affinity and support for the cycle charity
has continued. He assisted in the production of a policy document to ensure bike racks at Waverley are regularly monitored, with disused bikes recycled by the charity, freeing up space for bona-fide use.
The judges commended Simon for stepping outside of the station and his day job to promote the cycle-rail combination.
Train Operator of the Year
Winner
First Capital Connect
First Captial Connect is committed to meeting the needs of cyclists at its stations and has completed surveys at all of its stations to generate feedback from bike users and cycling groups. This has been used to shape a development programme which has resulted in 675 new cycle spaces being provided, a commitment to invest £100k rising to £220k in resources, a reduction in cycle crime and improved facilities at 28 stations.
The judges remarked: “FCC’s approach has been softly spoken and pragmatic rather than loud and groundbreaking, but as such has focused on the basic needs of everyday bike-rail customers.”
Highly Commended
National Express East Anglia
NXEA has continued its programme to upgrade cycle facilities, which started in 2004.
CCTV coverage at cycle storage areas has been increased, better signage highlighting cycle storage on-board trains added, and over 2000 cycle parking spaces are now available to cyclists using NXEA’s services in the East of England.
NXEA provides an excellent example of long term and sustained commitment to improving cycle facilities, which is key to encouraging passengers to make modal shifts in the choice of transport they take to travel to railway stations.
CTC Station of the Year
Winner
St Albans
(First Capital Connect)
For nearly a year, St Albans station has been the focus of major work during a massive redevelopment programme. During this time FCC has not only maintained its existing cycle facilities but significantly improved them with 150 additional parking spaces, additional shelter for cycle stands and increased staff visibility, all of which have led to a 29% reduction in cycle crime in the most at-risk parts of the station.
The judges said: “First Capital Connect have demonstrated that it is possible to offer a high standard of cycle facilities to passengers, even during large scale building work.”
Highly Commended
Bedford
(First Capital Connect)
First Capital Connect carried out a series of station surveys in order to establish where money would be best spent improving cycle facilities at Bedford station. The surveys showed cycle parking was severely oversubscribed so FCC increased investment considerably, by securing third party funding from local councils to install a further 58 stands, with room for 116 cycles, to cope with demand.
The judges praised FCC’s insight: “By conducting large scale research with users prior to starting work, FCC have ensured they have not only met but exceeded expectations of cyclists using the station.”
