Staff: the best & worst

[jon0844]

There isnt really a difference - the public usually have access because the owner wishes them to do so (eg: where a shop wants people in it to buy things), and when the owner/owners rep no longer wishes them to be there then they have to leave.

On our front driveway, there's a note in the deeds (and on the plan at Land Registry) that states we have to give public access because the path leads to the two houses next door. It's also to allow people like the postman to have access. Now, it's actually only referring to the path that is marked, so the lawn is still exclusively ours. Not that Joe Public will know the bits, although common sense applies (a path over grass).

Now, surely there are specific rules for something like a railway station (as against a retailer within it), as staff could simply eject anyone they don't like - stopping you from being able to travel.

I get what you're saying about private property, but I am sure there MUST be some exceptions. Let's say you have an argument (and you are totally in the right) with someone and they just decide to chuck you out of the station out of spite, is that acceptable?

I'd hope that only BTP could do that, and even then only in specific circumstances - where you'd likely to be ejected as an alternative to being arrested.

 

[323235]

Can I just ask what service your were getting that runs DON-YRK-SCA direct?

0921 Sheffield - Scarborough EMT Service (0637 From London St Pancras) and 1703 return (Sheffield 1844, London St Pancras 2109)

 

[ainsworth74]

0921 Sheffield - Scarborough EMT Service

Oh yeah, I had forgotten about those, thanks.

 

[Greenback]

I had another negative experience (I have quite a lot), this time with a ticket clerk at Sheffield.
I was buying a Doncaster - York and York - Scarborough as I already had a Poynton- Doncaster, issued at Stockport due to the ticket office at Poynton being closed and no Guard coming round on the train.

At first he asked me what ticket I already had, which I produced along with a Y/P Zero Excess, as I had realised when I was on the train from Stockport-Sheffield, after my ticket had been checked that I had mistakenly been given a SNR discounted ticket. I spoke to the Guard who was a very nice guy and sorted it out for me.

After looking at this, he kept saying I could not use a Senior Railcard Discounted Ticket and didn't seem to understand.When He did finally get it, he then said he would only sell me a Doncaster - York and that I would have to get off at York to buy my York-Scarborough because I was split ticketing, even though I was getting a direct train. When I pointed out that there was no mention of this in the NCOC and that I was getting the Direct Train , he said he would do it this once but that I mustn't be doing split ticketing often and that they were soon changing the rules to stop people split ticketing. I asked him when, to which he replied "Soon".

Unfortunately, this can and doeshappen with a minority of staff. They do not know the rules and so start making them up. I think this is because they are badly trained and have no interest in the job they are doing. They become defensive and refuse to admit their ignorance, so their way out is to allow you to do what you are allowed to do anyway, and claim that they are doing you some sort of a favour.

I saw this so often when i worked on the railway, it saddens me to see it still occurs a decade later. It reflects badly on all railway staff, including the knowledgeable, professional and skilled ladies and gents who do know exeactly what they are doing.

On our front driveway, there's a note in the deeds (and on the plan at Land Registry) that states we have to give public access because the path leads to the two houses next door. It's also to allow people like the postman to have access. Now, it's actually only referring to the path that is marked, so the lawn is still exclusively ours. Not that Joe Public will know the bits, although common sense applies (a path over grass).

Now, surely there are specific rules for something like a railway station (as against a retailer within it), as staff could simply eject anyone they don't like - stopping you from being able to travel.

I get what you're saying about private property, but I am sure there MUST be some exceptions. Let's say you have an argument (and you are totally in the right) with someone and they just decide to chuck you out of the station out of spite, is that acceptable?

I'd hope that only BTP could do that, and even then only in specific circumstances - where you'd likely to be ejected as an alternative to being arrested.

Your garden is subject to a right of way to allow access to the neighbouring houses. This will be revealed on the Land Registry documents as you say. There is also an implied right of way on any house to allow access to the front door. This doesn;t mean that anyone has the right to stay on your land if you want them to leave.

AFAIK, there is no exception in land law for railway stations, shops, pubs or anywhere else. Such places remain private property, and the owner or their representatives can require people to leave, in the same way as there is no legal requirement on a pub landlord to allow admission to everybody*.

In practice, it;s not good business for any organisation to be ejecting people left, right and centre, and things usually have tog et pretty heated before someone is escorted off the premises.

*Of course, a refusal to serve someone on the grounds of their race or gender would be unlawful, but it does allow for dress codes!

 

[class313]

I have had varied experiences. London Overground Staff in general are very good, the staff at West Hampstead, are superb, and at Kensington Olympia. Staff at Clapham Junction are another matter. When I had my tri-pod out, and a few other people had as well, to film Sir Lamiel going through, and she came up to us, and started to say why we were a security risk, and a saftey hazard, and then proceeded to tell us 'it would be very wicked for me to ask you to pack up', quite amusing, but certainly the last time I will be filming there. Overall, I find staff very pleasant at *most* London station apart from the odd few. The bloke at Ally Pally, was very nice when Tornado went through for the first time, he gave progress updates through the PA system, eg: '60163 just passed Potters bar'.

 

[Greenback]

What reasons did she give for you being a security risk?!

 

[Aictos]

0921 Sheffield - Scarborough EMT Service (0637 From London St Pancras) and 1703 return (Sheffield 1844, London St Pancras 2109)

That 0921 from Sheffield to Scarborough service, does it work like the Thameslink Inners?

ie....2O09 from Luton to Sutton and terminates but same train then forms 2O10 Sutton to Luton barely a minute later.

I ask this as the 0637 doesn't exist according to National Rail Enquires from St Pancras but choose the 0921 from Sheffield and it states it's a service from St Pancras, is it a Saturday only service?

 

[455driver]

That 0921 from Sheffield to Scarborough service, does it work like the Thameslink Inners?

ie....2O09 from Luton to Sutton and terminates but same train then forms 2O10 Sutton to Luton barely a minute later.

I ask this as the 0637 doesn't exist according to National Rail Enquires from St Pancras but choose the 0921 from Sheffield and it states it's a service from St Pancras, is it a Saturday only service?

It is a saturdays only job-
1F05 0637 ST Pancras - Scarborough 1106, calls at Sheffield 0907-0921.
Return is-
1C77 1703 Scarborough - ST Pancras 2109, calls at Sheffield 1844-1847.

 

[welshpax]

Had my first experience of Souteastern Trains yesterday and went away very impressed. Travelled on HS1 from St Pancras to Ashford and back on the classic line, every member of staff I spoke to were polite and very friendly. As a customer rather than a Rail Enthusiast, I would have been more than delighted by the overall experience. Well done Southeastern Trains!

 

[Lampshade]

^^^ seconded about Southeastern (I can't quote using my phone). I travelled from St Pancras to Stratford International and back the other day and the staff were brilliant

 

[313103]

I have had varied experiences. London Overground Staff in general are very good, the staff at West Hampstead, are superb, and at Kensington Olympia. .

Thanks for your kind comments i am glad that you have had some good experiences on London Overground. If i see or notice an enthusiast i try to engage them unless of course they are chatting amongst themselves. It is this that lets me know what is around as well.

 

[Clip]

I have had varied experiences. London Overground Staff in general are very good, the staff at West Hampstead, are superb, and at Kensington Olympia. Staff at Clapham Junction are another matter. When I had my tri-pod out, and a few other people had as well, to film Sir Lamiel going through, and she came up to us, and started to say why we were a security risk, and a saftey hazard, and then proceeded to tell us 'it would be very wicked for me to ask you to pack up', quite amusing, but certainly the last time I will be filming there. Overall, I find staff very pleasant at *most* London station apart from the odd few. The bloke at Ally Pally, was very nice when Tornado went through for the first time, he gave progress updates through the PA system, eg: '60163 just passed Potters bar'.

You would be suprised though how many accidents do happen with people who just pop along to your station then whip out the tripod, suddnly walk away from it and leave it there for soemoen else to trip over...

We used to always tell folk at KX with them to stay by them and try not to fully sply the legs out iif possible... Its the other you have to be careful about..

Though saying that i used to have terrible trouble with some PCSOs at KX who thought that no cameras were allowed there at all and always got themselves into bother about it... Took me ages to get it through to themm

 

[jon0844]

And I bet that even when you did, they then went and picked on someone else. Basically, they like to show off their supposed power over you - so when put in their place, they find someone weaker to bully instead.

 

[9K43]

for good reason as Leeds messroom is a Craphole, and you get "stared" at if you've come from anywhere further than Skipton.

If I work a train to York and I am back pass then this will be shown on my diagram.
If I am asked for that document then I show who ever asks for it.
As for other mess rooms, if I am shown PNB at Liverpool Lime Street or Manchester Picc, then that where I take my meal.
Let folk stare all they want it dunt bother me.
When I work into Scarboro, the mess room is right by Platform 1 and that is the place I have my snap and hot water for a brew.
As for Skipton, we had quite alot of work from Rylstone to Hull/Dewsbury/Hunslet East if the EWS shunters cabin was locked, we dined in the Skipton Messroom
(A lot of Leeds/Skipton men were either guards/secondmen at HM, so it was just an extension of the Dog House at The Mill.

 

[emoaconr]

Cardiff Central have been quite poor with me. One ticket officer sold me an advance ticket without a reservation, at which point I had to argue that a reservation was mandatory, and eventually another member of staff had to distribute the ticket.

Another time when I wanted to change my journey day on Internet tickets from Arriva's website, another member of staff refused to even talk to me about how to deal with it. Yes I knew Arriva's site was run by Thetrainline, though she couldn't even give me advice on refunding that type of ticket. I eventually came back to another member of staff who was far more helpful.
Another member of Arriva staff has previously told me how, when purchasing a ticket full priced at £16, 16-25 railcards aren't valid before 11am. Not only is the time wrong, it was infact also in July and the minimum fare, at that time, was £8.

There are other encounters, however on the whole, I haven't had a bad experience; there are many great staff out there who love doing their job and helping people; others just care about the money and don't bother to do anything different. Its the same in all businesses and organisations really, the railways are no different.

 

[HSTfan!!!]

There are other encounters, however on the whole, I haven't had a bad experience; there are many great staff out there who love doing their job and helping people; others just care about the money and don't bother to do anything different. Its the same in all businesses and organisations really, the railways are no different.

thing is, would you go out of your way to help people when very rarely do you get thanks/recognition for it? Moral at arriva is low let me tell you

 

[Greenback]

I can understand, ot a degree, staff reluctance to get involved in refunding web issued tickets. The most I would expect is to be advised to take it up directly with the retailer! But there's no excuse for giving out basic information that is incorrect.

 

[HSTfan!!!]

I can understand, ot a degree, staff reluctance to get involved in refunding web issued tickets. The most I would expect is to be advised to take it up directly with the retailer! But there's no excuse for giving out basic information that is incorrect.

tbh the only time i'd be tempted to give you incorrect information is if I'd already told you a dozen times, because that gets my back up. If you don't want to listen to me then don't ask me. Of course the customer is always right though and they have every right to keep asking and not trust/listen to anything I say. It's not like I work there... lol other than that I can understand where you are coming from

 

[Greenback]

I used to get throoughly fed up with telling people things! A typical conversation used to be

Good morning
Which platform do the London trains go from?
The next one is platform 5. Would you like a ticket?
Yes.Platofrm 5 is it?
That's right. Single of return?
Return
Coming back today?
Yes, which platform did you say it was?
There's one in five minutes from platform 5. Do you need any underground travel?
No thanks, I'm going to Slough.

 

[Lampshade]

I used to get throoughly fed up with telling people things! A typical conversation used to be

Good morning
Which platform do the London trains go from?
The next one is platform 5. Would you like a ticket?
Yes.Platofrm 5 is it?
That's right. Single of return?
Return
Coming back today?
Yes, which platform did you say it was?
There's one in five minutes from platform 5. Do you need any underground travel?
No thanks, I'm going to Slough.

hock:

 

[EM2]

I once posted this on another forum I use:

Don't bother checking the timetable. Trains run 24 hours a day, 7 days a week, every ten minutes to whatever station you might want to go to.

Don't worry about the terms and conditions of your ticket. There's nothing I like more than tangling with the intricacies of ticketing. Fourteen times in an eight-hour shift...

You know all those signs that show you the way to places and electronic display boards that tell you what time the train goes, where it goes to and on what platform? Ignore them, they're only there for decoration. Just ask me! And if you've just listened to me answer a question, why not ask me exactly the same question five seconds later?! And then ask again, just to make sure. And then repeat my answer back to me in a questioning tone. And then say, 'Are you sure?'

And give me as little information as you can. I'm actually psychic, so when you ask 'Where do I get my train?' I know exactly which one you mean, out of the dozens of trains that run every day.

If you want to go to a particular station, don't ask me about trains to that station, ask about another one! For example, if you want to go to St. Albans, don't ask me when the next train to St. Albans is, ask me when the next Bedford train is.

Always listen to 'what your mate said' and NEVER check with the station. If your mate says there's a train from St Pancras to Bristol, well there must be! Despite the fact that there has never, ever, ever been one.

Don't bother checking at the weekend if your train might be affected by engineering work. There never is any work really, we just say that so we can muck about with the timetable.

Of course, I am responsible for the entire global transport network, so if your plane from Rome was two hours late, your train from Portsmouth was cancelled, there was a signal failure on the Underground or your taxi driver got lost on the way to the station, obviously that's all my fault. Sorry.

And it's also my fault that there are no taxis at 7.15 on a Sunday morning when you want one.

Related to that, I also know the depature times and fares to every single other station in the country, plus flight times from Heathrow, Luton, Stansted and Gatwick plus the ferries from Dover. Go on, test me.

If you do need to ask someone for information, don't bother asking someone who actually works for the railway. Why not ask a cleaner or, even better, a policeman!

Please do try and go against 150 years of railway practice and try to board a train without buying a ticket. Of course we'll make an exception just for you.

Also, we are privy to the travel plans of every single customer, so we are more than happy to hold the train while you pick up your bag from Left Luggage, go and get a coffee, a sandwich and a newspaper and wander up to the platform like you have all the time in the world.

When the sign says that barriers will close one minute before departure, that actually means 'but if you ask really nicely, we'll open the barriers just for you.'

If the train that you want to catch doesn't have a platform displayed, we do actualy know which platform it will go from, we just don't want to tell you.

When we have discussed all the possible combinations and permutations of your journey, please do ignore my answer and go and ask someone else.

 

[CarterUSM]

I once posted this on another forum I use:

Don't bother checking the timetable. Trains run 24 hours a day, 7 days a week, every ten minutes to whatever station you might want to go to.

Don't worry about the terms and conditions of your ticket. There's nothing I like more than tangling with the intricacies of ticketing. Fourteen times in an eight-hour shift...

You know all those signs that show you the way to places and electronic display boards that tell you what time the train goes, where it goes to and on what platform? Ignore them, they're only there for decoration. Just ask me! And if you've just listened to me answer a question, why not ask me exactly the same question five seconds later?! And then ask again, just to make sure. And then repeat my answer back to me in a questioning tone. And then say, 'Are you sure?'

And give me as little information as you can. I'm actually psychic, so when you ask 'Where do I get my train?' I know exactly which one you mean, out of the dozens of trains that run every day.

If you want to go to a particular station, don't ask me about trains to that station, ask about another one! For example, if you want to go to St. Albans, don't ask me when the next train to St. Albans is, ask me when the next Bedford train is.

Always listen to 'what your mate said' and NEVER check with the station. If your mate says there's a train from St Pancras to Bristol, well there must be! Despite the fact that there has never, ever, ever been one.

Don't bother checking at the weekend if your train might be affected by engineering work. There never is any work really, we just say that so we can muck about with the timetable.

Of course, I am responsible for the entire global transport network, so if your plane from Rome was two hours late, your train from Portsmouth was cancelled, there was a signal failure on the Underground or your taxi driver got lost on the way to the station, obviously that's all my fault. Sorry.

And it's also my fault that there are no taxis at 7.15 on a Sunday morning when you want one.

Related to that, I also know the depature times and fares to every single other station in the country, plus flight times from Heathrow, Luton, Stansted and Gatwick plus the ferries from Dover. Go on, test me.

If you do need to ask someone for information, don't bother asking someone who actually works for the railway. Why not ask a cleaner or, even better, a policeman!

Please do try and go against 150 years of railway practice and try to board a train without buying a ticket. Of course we'll make an exception just for you.

Also, we are privy to the travel plans of every single customer, so we are more than happy to hold the train while you pick up your bag from Left Luggage, go and get a coffee, a sandwich and a newspaper and wander up to the platform like you have all the time in the world.

When the sign says that barriers will close one minute before departure, that actually means 'but if you ask really nicely, we'll open the barriers just for you.'

If the train that you want to catch doesn't have a platform displayed, we do actualy know which platform it will go from, we just don't want to tell you.

When we have discussed all the possible combinations and permutations of your journey, please do ignore my answer and go and ask someone else.

My word, that describes my shift last Saturday!!!

 

[HSTfan!!!]

took the words right out of my mouth.

 

[jimrbrobinson]

It's not just the travelling public that do that. I work in archives, and the average numpty who's just started trying to trace their family history (because they've watched Who the smeg Do You Think You Are and think "well, I've got half an hour to spare so I'll go an trace my ancestors back to the Norman Conquest!) is exactly the same. They automatically assume that because you work there, you'll know everything about person, animal, building, rock, puddle and piece of cat faeces that's ever existed in the history of the known universe. And of course, you explain six times in words of one syllable how to do things, complete with a help-sheet with diagrams, and they still cock it up!!!! And of course, I still keep a pleasant demeanour and a smile on my face.

Well, that said, do you think I could get a job in the railways now???? :P

 

[jon0844]

thing is, would you go out of your way to help people when very rarely do you get thanks/recognition for it? Moral at arriva is low let me tell you

You're on a downward spiral if you begin to do that - it will just make people act even worse towards you. I'd always remain professional, for my own sense of pride in the job, and set an example to others. I bet I'd have higher morale than others too.

And one thing that probably annoys the idiots you have to deal with more than anything else is when you don't rise to their rants!!

(I speak as someone who used to work in sales and provide customer support)
--- old post above --- --- new post below ---

Of course the customer is always right though and they have every right to keep asking and not trust/listen to anything I say. It's not like I work there... lol other than that I can understand where you are coming from

Swings and roundabouts. Only this week, a passenger was advised to board a train that didn't stop at the station he wanted (worse for him, it ran fast and skipped the station, so he couldn't even alight before the station if he realised onboard from reading the CIS). Sadly for all concerned, the announcements at the station weren't working.

As the doors closed and the train departed, the member of staff realised the mistake and started laughing. As it happened, the dispatcher didn't think it was so funny and actually had a go at him - but the poor passenger who would now be very late (and possibly have to endure the wrath of an RPI when getting off later and going back) would never trust anyone ever again. Unfortunately, that person might one day meet you and (though he shouldn't) assume you're no better than the rest.