How do you decide which queues move and who has to wait outside?
Our industry leading queuing system is designed to allow customers’ access to trains on a first come first served basis and we release each queue according to the space on the next available service, holding the queue until the next train is due. At Cardiff Central, customers waiting in the Manchester / Crewe queue may notice that there are 4 separate queues for this route due to the high numbers using these services and each is filled in order and then released by the same order to ensure fair access to the services. If we have to ask customers to wait outside stations for longer than we would like, we always give out waterproof ponchos and blankets. This helps make the experience as comfortable as possible for everyone whilst still getting them home safely.