'Ask the conductor to open the windows if not already opened'

[northwichcat]

As to the OP, staff who man the twitter desks are Customer Service staff and will not have thorough knowledge of each individual traction type that their TOC runs. Don't see the need for a pathetic thread to be started everytime they get something wrong.

Like I said I'm sure if a class 158 was operating a service and the air conditioning was defective on a hot day the conductor would be quite capable of working out that he/she needs to open the windows by themselves without needing someone to tell them that the train is very hot.

With how they worded the tweet Northern Rail could be giving the impression to some passengers that passengers are not allowed to open the windows and need to ask staff to open them.

I agree that the staff who man the Northern Rail Twitter feed will be unaware of traction types used as some of them don't even know what area Northern Rail serve. One of their staff said that the reason for Northern Rail promoting the Great Yorkshire Show in their magazine but not the Cheshire show was because Northern Rail don't operate services in Cheshire.
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If you think how many tweets, letters and phone calls they get from people moaning every day about the heaters still being on, someone describing a train as being 'on fire', till someone actually tells the CR team what is going on, who wouldn't think they're just describing the train as being too hot?

Northern Rail customer relations don't seem to read passenger comments properly and sometimes send non-applicable generic replies and other times state the opposite of what you told them. Once when I complained about how bad the overcrowding on a service was I mentioned that I was aware the previous service operated as usual (which it did.) Some one at Northern half read that and replied saying the overcrowding would have been the result of the previous service not operating and then went on to a generic response relating to the number of hours staff can work being limited and combined with unit failures means sometimes cancellations are unavoidable.

 

[Muzer]

I've seen many carriages of trains with the air con having failed without the windows having been opened by the guard. I'll give the benefit of the doubt to the guards and say it's probably because they haven't yet walked through the train, as opposed to because they're lazy or are incapable of noticing a very hot carriage

 

[BestWestern]

More bad tweeting from Northern Rail:

Passenger: "18:37 out of Leeds is on fire. Unimpressed with actions & lack of communication from your staff"

Northern Rail: "HI, Sorry to hear that. We have passed all complaints about the heating forward and apologise."

Passenger: "actual FIRE!"

Quite amusing - but evidence of how pointless the Twitter concept is really. If it's on fire, and the punters obviously know this, what 'actions and communication' do you want, really?! Actions would most likely involve dealing with said flames, communication is somewhat secondary for the moment. Prat.

The traincrew are unlikely to appreciate a phone call from the 'Twitter guy' asking them if they'd mind just downing tools and nipping into the saloon because a passenger has complained.

 

[northwichcat]

Quite amusing - but evidence of how pointless the Twitter concept is really. If it's on fire, and the punters obviously know this, what 'actions and communication' do you want, really?! Actions would most likely involve dealing with said flames, communication is somewhat secondary in the meantime. Prat.

The passenger who tweeted that should obviously have waited until she got home and then put in a proper complaint if she wasn't happy. It appears from what IanXC said in another thread that the passengers eventually got left at the unstaffed Bramley station, which has plenty of trains calling there but I imagine they would have been disrupted due to the fire incident and probably the next available service would have been very busy.