Email to EMT about concerns with announcements

[Trainfan344]

I have prepared the following email for EMT, I do not wish to come across as complaining as we were travelling on free tickets and just want to voice some concerns. Any help would be appreciated!

To whom it may concern.
On the 21st November 2015, a friend and I travelled on East Midlands Trains from Stoke-on-Trent to London St. Pancras using two free tickets I had won through winning Wednesdays.

While we had an excellent journey outwards, with friendly crew upon my return to London St. Pancras, Our intended train (the 18:58 London St. Pancras to Sheffield) had no platform. We were waiting for the platform to be announced when it was announced it had a slight technical problem at about 18:55.

My concerns begin here, after this announcement there were no further announcements about passengers for Derby, Chesterfield or Sheffield. Eventually the 19:26 to Derby train began boarding and wanting to get on the move we boarded this train. While on board it was announced the Sheffield train had been cancelled. I feel that there should have been more updates on the platform at St. Pancras.

Once on board, it became apparent that we would miss the last train from Derby to Stoke-on-Trent, we informed the train manager of this when he checked our tickets, he said it was okay and onward transport would be provided. As we continued through the journey, our train manager made announcements informing passengers to Sheffield and Chesterfield of the next train they could catch, However, There were no announcements for passengers heading to Stoke-on-Trent.

Upon arrival at Derby, the announcements were made for Sheffield and Chesterfield passengers and once again no information about Stoke-on-Trent passengers. This left us a bit confused as to what to do, so we headed over to the booking office to ask them what to do, they told us to go to the station managers office. After a bit of hunting and asking some helpful staff members we found the office and told the manager of our situation.
He was very friendly and polite, and quickly organised a taxi for us and two other stoke passengers to get us home

 

[Hadders]

When there are cancellations it's often a very last minute decision and it can be difficult to get information to the front line.

To be fair passengers travelling from London to Stoke on Trent would normally travel from Euston so this may be why the guard chose not to give details of the connections. To be fair there might be other intermediate journey possibilities but there wouldn't be time to mention every single connection possibility.

Good to see that you weren't stranded and that you were sorted out efficiently.

 

[Trainfan344]

When there are cancellations it's often a very last minute decision and it can be difficult to get information to the front line.

To be fair passengers travelling from London to Stoke on Trent would normally travel from Euston so this may be why the guard chose not to give details of the connections. To be fair there might be other intermediate journey possibilities but there wouldn't be time to mention every single connection possibility.

Good to see that you weren't stranded and that you were sorted out efficiently.

It was more the fact that he had been made aware of our situation and all It would have taken was "Passengers who have missed their last train please go and speak to the station supervisor on Platform 2 on arrival at Derby"

 

[yorkie]

I would change it to "There were no announcements for passengers heading towards Stoke-on-Trent" as this would include the intermediate stations (for which people travelling from London are more likely to go from St Pancras), or simply saying "any passengers with missed connections should see platform staff for advice" would encompass everyone.

I don't see a problem with the announcements at St Pancras; it was announced there was a problem, obviously they didn't know at that point if the train would run or not, the decision to cancel was made before the next train departed and people were advised to catch it. So I don't see how there is any issue there. If any further announcements were made they would just have been repeating the same thing.

 

[scott118]

When there are cancellations it's often a very last minute decision and it can be difficult to get information to the front line.

Friendly helpful staff..taxi for four..job well done, I'd say..can you claim delay repay off free tickets?

 

[yorkie]

Friendly helpful staff..taxi for four..job well done, I'd say..can you delay repay off free tickets?

If the taxi arrived at or after 2203, then he would have been entitled to compensation to the value of 50% of £0.00, ie £0.00

 

[kieron]

Friendly helpful staff..taxi for four..job well done, I'd say..can you delay repay off free tickets?

You're more likely to get something (such as more free tickets) than you would be with London-Stoke tickets, as they aren't valid on the MML in the first place.

 

[Trainfan344]

If the taxi arrived at or after 2203, then he would have been entitled to compensation to the value of 50% of £0.00, ie £0.00

Taxi arrived at 22:10 - Can I claim compensation? :P

Will make the changes you suggested!

 

[Hadders]

I was delayed by over two hours a couple of years ago when using an Eat Coast Reaards ticket. I was given a free complimentary return journey on East Coast

 

[Trainfan344]

Should I mention the time of arrival at Stoke Station?

Also, on the bright side it was the most comfiest taxi I've been in, a nice Mercedes-Benz!

 

[Hadders]

Should I mention the time of arrival at Stoke Station?

Also, on the bright side it was the most comfiest taxi I've been in, a nice Mercedes-Benz!

Yes, as it's the delay to your overall journey that counts. As said above there's no obligation on EMT to offer any compensation as you were travelling on a free ticket but they may wish to give a gesture of goodwill.

 

[Trainfan344]

Right, I'll sort it out and send them an email. Will update on how it goes!

 

[Haydn1971]

You'll get an informative replay... In about two months

 

[Bletchleyite]

I can see why Stoke on Trent passengers may have been neglected - I imagine those travelling from there to London using EMT are very rare. LM or VT depending on time vs. money are far more likely choices.

I realise why you did - but I doubt many do unless they have similar tickets!

 

[Trainfan344]

I can see why Stoke on Trent passengers may have been neglected - I imagine those travelling from there to London using EMT are very rare. LM or VT depending on time vs. money are far more likely choices.

I realise why you did - but I doubt many do unless they have similar tickets!

Yes, it's more the fact that we made ourselves aware to the conductor and made him aware of the situation!

 

[Bletchleyite]

Yes, it's more the fact that we made ourselves aware to the conductor and made him aware of the situation!

Fair point, perhaps he just forgot.

 

[Trainfan344]

Fair point, perhaps he just forgot.

Wouldn't surprise me, he did have a rather full train due to the cancellation of the previous service.