page_title: Great Western Railway (train operating company)
section_title: Remedial Plan
hierarchical_section_title: Great Western Railway (train operating company) / Performance / Remedial Plan
caption_attribution_description: English: Fake ticket distributed freely by fare strike movement and reproduced freely in press and TV.
context_page_description: Great Western Railway is a British train operating company owned by FirstGroup that operates the Greater Western railway franchise. It manages 197 stations and its trains call at over 270. GWR operates long-distance inter-city services along the Great Western Main Line to and from the West of England and South Wales, inter-city services from London to the West Country via the Reading–Taunton line and the Night Riviera sleeper service between London and Penzance. It also provides commuter and outer-suburban services from its London terminus at Paddington to West London, the Thames Valley region including parts of Berkshire, parts of Buckinghamshire and Oxfordshire; and regional services throughout the West of England and South Wales to the South coast of England. GWR will also be providing and maintaining the new fleet for Heathrow Express from May 2020.
  The company began operating in February 1996 as Great Western Trains, as part of the privatisation of British Rail. In December 1998 it became First Great Western after FirstGroup bought out its partners' shares in Great Western Holdings.
context_section_description: 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". She issued First Great Western 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 3 out of 5 stars across five of six specific categories, apart from Value for money in which First Great Western scored 2 out of 5 stars.
caption: Fake tickets distributed by protestors on 22 January 2007
exif: {"Image Make": "EASTMAN KODAK COMPANY", "Image Model": "KODAK LS633 ZOOM DIGITAL CAMERA", "Image Orientation": "Horizontal (normal)", "Image XResolution": "230", "Image YResolution": "230", "Image ResolutionUnit": "Pixels/Inch", "Image YCbCrPositioning": "Centered", "Image ExifOffset": "504", "Thumbnail Compression": "JPEG (old-style)", "Thumbnail Orientation": "Horizontal (normal)", "Thumbnail XResolution": "72", "Thumbnail YResolution": "72", "Thumbnail ResolutionUnit": "Pixels/Inch", "Thumbnail JPEGInterchangeFormat": "2682", "Thumbnail JPEGInterchangeFormatLength": "4468", "EXIF ExposureTime": "1/45", "EXIF FNumber": "41/10", "EXIF ExposureProgram": "Program Normal", "EXIF ExifVersion": "0220", "EXIF DateTimeOriginal": "2007:01:28 11:56:56", "EXIF DateTimeDigitized": "2007:01:28 11:56:56", "EXIF ComponentsConfiguration": "YCbCr", "EXIF ShutterSpeedValue": "11/2", "EXIF ApertureValue": "41/10", "EXIF ExposureBiasValue": "0", "EXIF MaxApertureValue": "41/10", "EXIF MeteringMode": "Pattern", "EXIF LightSource": "Unknown", "EXIF Flash": "Flash did not fire, compulsory flash mode", "EXIF FocalLength": "73/5", "EXIF FlashPixVersion": "0100", "EXIF ColorSpace": "sRGB", "EXIF ExifImageWidth": "1200", "EXIF ExifImageLength": "900", "Interoperability InteroperabilityIndex": "R98", "Interoperability InteroperabilityVersion": "[48, 49, 48, 48]", "EXIF InteroperabilityOffset": "2378", "EXIF ExposureIndex": "200", "EXIF SensingMethod": "One-chip color area", "EXIF FileSource": "Digital Camera", "EXIF SceneType": "Directly Photographed", "EXIF CustomRendered": "Normal", "EXIF ExposureMode": "Auto Exposure", "EXIF WhiteBalance": "Auto", "EXIF DigitalZoomRatio": "0", "EXIF FocalLengthIn35mmFilm": "91", "EXIF SceneCaptureType": "Standard", "EXIF GainControl": "Low gain up", "EXIF Contrast": "Normal", "EXIF Saturation": "Normal", "EXIF Sharpness": "Normal", "EXIF SubjectDistanceRange": "1"}