had "fallen persistently short of customers' expectations and been unacceptable to both passengers and government", issuing them 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 three out of five stars across five of six specific categories, apart from Value for money in which First Great Western scored two out of five stars. Overcrowding First Great Western has been criticised for overcrowded trains, and in January 2007 commuters on the Bath-Bristol service staged a protest against overcrowding. Participants were issued with imitation tickets printed with "Ticket type: standing only", "Class: cattle truck", "Route: hell and back", "Price: up 12%". The company threatened protestors with criminal prosecution and fines of £5,000, but staff failed to enforce ticket requirements. Alison Forster, First Great Western's Managing Director at that time, apologised to customers. In January 2008, another fare strike was held