Woeful EMR - Customer Service closed today

[TheManOnThe172]

Calls to EMR Customer Relations on 03457 125 678 this morning will get a message that says:

"Due to Staff Shortages, our phone lines will be closed from midnight to 6am tomorrow".

Even in telling us about their failure, they fail to communicate competently. Which midnight? Are they warning us that the lines are going to be closed for 6 hours (0000 on 17/7 to 0600 on 17/7) or are already closed as part of a service failure lasting for 30 hours (0000 on 16/7 to 17/7)?

It turns out to be the worse, 30 hour, case.

What a woeful company. A perfect advert for what happens when you give a commercial company a monopoly with only a toothless poodle for a regulator.

Are EMR doing this often?

Do they face any penalty for doing this?

 

[TUC]

Do you really think that many people are going to call between 0000-0600?

I do also think you are overthinking what it means. Midnight to 6 a.m. would have a perfectly obvious meaning for most people.

 

[TheManOnThe172]

Do you really think that many people are going to call between 0000-0600?

I do also think you are overthinking what it means. Midnight to 6 a.m. would have a perfectly obvious meaning for most people.

Those people would, like you, have taken away the wrong understanding. That was also my initial understanding.

But the closure is "last" midnight (ie beginning of Tuesday) through to Wednesday 6am. That is 30 hours without service - so if you want Passenger Assistance, you are invited to apply online or to wait a day: EMR are simply not there if you are someone who needs to talk to them today.

The only mention they make of an alternative if your need is "urgent" is a suggestion that you could call British Transport Police.

 

[Tazi Hupefi]

Other than booking assistance with wheelchairs, ramps etc (which has multiple other, better ways to be booked) - who is even ringing up a customer service department these days?

Complaint or comment and they'll tell you to put it in writing or they can't progress the matter.

Tickets etc - frankly, you'd be better taking your chances and working it out yourself than relying on any advice from a call centre.

Train times / timetables - well, it's not the 1980s - again, you'd be better off working it out yourself using the internet!

Emergency - well, if it's a genuine emergency, you'd either press a help point or call the police.

 

[The exile]

Other than booking assistance with wheelchairs, ramps etc (which has multiple other, better ways to be booked) - who is even ringing up a customer service department these days?

Complaint or comment and they'll tell you to put it in writing or they can't progress the matter.

Tickets etc - frankly, you'd be better taking your chances and working it out yourself than relying on any advice from a call centre.

Train times / timetables - well, it's not the 1980s - again, you'd be better off working it out yourself using the internet!

Emergency - well, if it's a genuine emergency, you'd either press a help point or call the police.

Sorry - but the fact that there are alternatives for most things does not make this acceptable. In a case of staff sickness then responsibility for keeping communication with the public open should devolve upwards. If that means the CEO and the rest of the directors sitting at the end of a phone line for 30 hours then so be it - the buck stops with them.

 

[TheManOnThe172]

Other than booking assistance with wheelchairs, ramps etc (which has multiple other, better ways to be booked) - who is even ringing up a customer service department these days?

Complaint or comment and they'll tell you to put it in writing or they can't progress the matter.

Tickets etc - frankly, you'd be better taking your chances and working it out yourself than relying on any advice from a call centre.

Train times / timetables - well, it's not the 1980s - again, you'd be better off working it out yourself using the internet!

Emergency - well, if it's a genuine emergency, you'd either press a help point or call the police.

If EMR responded promptly to emails, they could save on a lot of phone calls to Customer Services. But even so, there will always be some issues that aren't properly addressed by online resources.

In my case, I need to speak to EMR because they have failed to respond an email in the specified time, and speaking to them seems the only way to resolving the issue in time for an intended journey in the next 36 hours.

 

[al78]

Other than booking assistance with wheelchairs, ramps etc (which has multiple other, better ways to be booked) - who is even ringing up a customer service department these days?

Complaint or comment and they'll tell you to put it in writing or they can't progress the matter.

Tickets etc - frankly, you'd be better taking your chances and working it out yourself than relying on any advice from a call centre.

Train times / timetables - well, it's not the 1980s - again, you'd be better off working it out yourself using the internet!

Emergency - well, if it's a genuine emergency, you'd either press a help point or call the police.

If that is true then why not get rid of it and save a bit on staffing costs?

 

[Tazi Hupefi]

If that is true then why not get rid of it and save a bit on staffing costs?

Well, quite.

I suspect that TOCs would prefer this approach if the DfT would allow them - or at least cut it back to core working hours only.

Take Grand Central for example, as an Open Access, not subject to the DfT terms:

Phone us - 0345 603 4852 available 07:00 - 19:00 Monday to Friday, 09:00-12:30 Saturday-Sunday - we are closed 1st January, 25th & 26th December.

Most of the operators outsource this stuff anyway - except at a handful of operators, you won't be speaking to someone who actually works for the TOC. Same applies for people reading emails, letters etc - eventually an issue may be escalated from whatever third party service is contracted to the TOC itself, but on the whole, it's either AI generative text responses or template responses, whether you call, write or mail!

 

[LowLevel]

If EMR responded promptly to emails, they could save on a lot of phone calls to Customer Services. But even so, there will always be some issues that aren't properly addressed by online resources.

In my case, I need to speak to EMR because they have failed to respond an email in the specified time, and speaking to them seems the only way to resolving the issue in time for an intended journey in the next 36 hours.

Use the WhatsApp number to chat or X(Née Twitter) and you'll get a pretty instant response if it's urgent, it's monitored by control and they can get hold of Customer relations if necessary.

 

[Tazi Hupefi]

Use the WhatsApp number to chat or X(Née Twitter) and you'll get a pretty instant response if it's urgent, it's monitored by control and they can get hold of Customer relations if necessary.

Exactly this - social media teams are probably the only worthwhile channel these days, almost entirely staffed by proper TOC staff with access to the systems needed to be genuinely helpful.

EMR is a particularly good example.

 

[treyuk]

EMR's decision to close customer service for 30 hours due to "staff shortages" is beyond frustrating. It highlights a disregard for passengers who might need immediate assistance, especially those relying on accessibility services. A 24-hour online application is a poor substitute for real human interaction. This closure feels like a cost-cutting measure at the expense of customer care. EMR needs to prioritize staffing their customer service lines and offer better communication during disruptions.

 

[Tazi Hupefi]

EMR's decision to close customer service for 30 hours due to "staff shortages" is beyond frustrating. It highlights a disregard for passengers who might need immediate assistance, especially those relying on accessibility services. A 24-hour online application is a poor substitute for real human interaction. This closure feels like a cost-cutting measure at the expense of customer care. EMR needs to prioritize staffing their customer service lines and offer better communication during disruptions.

Disabled/accessible assistance is not affected by this, and remains available by telephone.

You can also call or text National Rail Enquiries to arrange assistance

call 0800 0223720
text 60083
textphone or minicom users can dial 0845 60 50 600.

 

[Segedunum]

If anyone wants assistance booking then any TOC can book it for any other TOC. They all use the same system.

 

[Llanigraham]

EMR's decision to close customer service for 30 hours due to "staff shortages" is beyond frustrating. It highlights a disregard for passengers who might need immediate assistance, especially those relying on accessibility services. A 24-hour online application is a poor substitute for real human interaction. This closure feels like a cost-cutting measure at the expense of customer care. EMR needs to prioritize staffing their customer service lines and offer better communication during disruptions.

If there are no staff available what do you expect them to do? There isn't a "staff tree" just like there isn't a "money tree".
You can't just pull someone off the street to do this job.

 

[AlastairFraser]

If there are no staff available what do you expect them to do? There isn't a "staff tree" just like there isn't a "money tree".
You can't just pull someone off the street to do this job.

If it comes to reallocation of resources from other sectors such as Revenue Protection, then it has to be that way.

The lack of access to customer service could result in a stranded vulnerable passenger during disruption or other cases leading to a risk of high level civil or criminal legal cases for the TOC to deal with.

 

[LowLevel]

If it comes to reallocation of resources from other sectors such as Revenue Protection, then it has to be that way.

The lack of access to customer service could result in a stranded vulnerable passenger during disruption or other cases leading to a risk of high level civil or criminal legal cases for the TOC to deal with.

You can't just pull a random revenue protection officer out from anywhere you like and go and sit them in a customer service office whilst snapping your fingers.

You can still get hold of the TOC if urgent, things like help points etc still work, every train has a guard who has authority to act on behalf of the company and contact control etc.

 

[AlastairFraser]

You can't just pull a random revenue protection officer out from anywhere you like and go and sit them in a customer service office whilst snapping your fingers.

You can still get hold of the TOC if urgent, things like help points etc still work, every train has a guard who has authority to act on behalf of the company and contact control etc.

While I accept your point that RPOs are not currently transferable into the role of a customer service rep, the focus in every TOC should be multi-role training for non-driving/non-conductor staff members.
I know there is already emphasis on this, but the pace of additional training needs rapidly increased to cover core requirements like customer service (at the temporary expense of other requirements, if needed.)

 

[Llanigraham]

If it comes to reallocation of resources from other sectors such as Revenue Protection, then it has to be that way.

Are those people trained to do the Customer Service job?
Are they in the right place to move out of a station or off a train into an office somewhere?
Does their contract allow them to do that job?

The lack of access to customer service could result in a stranded vulnerable passenger during disruption or other cases leading to a risk of high level civil or criminal legal cases for the TOC to deal with.

Really?
Why is it that as soon as something goes wrong on the railway people immediately jump onto the "vulnerable passenger" and "legal action" idea? Funny how that doesn't happen when things go wrong elsewhere. Frankly it is preposterous!
And I very much doubt that this "vulnerable person" would be stranded. Funnily enough there are plenty of other railway staff who deal with these sort of passengers all the time.

 

[43066]

You can't just pull a random revenue protection officer out from anywhere you like and go and sit them in a customer service office whilst snapping your fingers.

Then again, I can think of a few drivers who would do almost anything to get out of driving trains for a few hours .

 

[LowLevel]

I can think of a few drivers who would do almost anything to get out of driving trains for a few hours .

Most of whom I wouldn't allow within 100 yards of a customer service phone!

 

[AlastairFraser]

Are those people trained to do the Customer Service job?
Are they in the right place to move out of a station or off a train into an office somewhere?
Does their contract allow them to do that job?

My point is that their contracts should be changed and staff trained to permit this in times of disruption - similarly to how management can work trains during times of disruption

Really?
Why is it that as soon as something goes wrong on the railway people immediately jump onto the "vulnerable passenger" and "legal action" idea? Funny how that doesn't happen when things go wrong elsewhere. Frankly it is preposterous!
And I very much doubt that this "vulnerable person" would be stranded. Funnily enough there are plenty of other railway staff who deal with these sort of passengers all the time.

The difference with many other businesses is that the railway is a nationally crucial piece of infrastructure, it's not an item that can be purchased and is dispensable or replaceable.

You can have the personal opinion that it is unlikely that they would be stranded, but best practise is to minimise risk and a reliable method of contacting an operator is crucial in minimising that risk.

 

[blueberry11]

This is when using 23:59 or 00:01 (11:59pm or 12:01am in the 12-hour format) is preferred to using 24:00 or 00:00. It's already confusing in the 12-hour formats (12am and 12pm could mean the same thing) which may be why railways don't use the 12 hour format in their timetable so that a 12:00 (noon) departure is unambiguous if passengers know it uses 24 hour.

 

[WAB]

Most of whom I wouldn't allow within 100 yards of a customer service phone!

Same with a lot of train planners…

 

[The Planner]

Same with a lot of train planners…

Some of us probably shouldn't be allowed outside based on experience

 

[FGW_DID]

Most of whom I wouldn't allow within 100 yards of a customer service phone!

Same with a lot of train planners…

Engineering as well!

Although I suppose if the fitters are manning the phones, they can explain to the caller asking about their cancelled train why the broken trains haven't been fixed!

 

[nickswift99]

My point is that their contracts should be changed and staff trained to permit this in times of disruption - similarly to how management can work trains during times of disruption

The difference with many other businesses is that the railway is a nationally crucial piece of infrastructure, it's not an item that can be purchased and is dispensable or replaceable.

You can have the personal opinion that it is unlikely that they would be stranded, but best practise is to minimise risk and a reliable method of contacting an operator is crucial in minimising that risk.

We should also recognise that vulnerable/disabled people are much more likely to need to to depend on public transport as they are less likely to have access to a driving licence and a car.

The issue of vulnerability is also somewhat contextual. If you are a lone female stranded by the railway somewhere late at night, you may consider yourself to be vulnerable, whereas being at a station/on a train on your normal daily commute may be different.

 

[AlastairFraser]

We should also recognise that vulnerable/disabled people are much more likely to need to to depend on public transport as they are less likely to have access to a driving licence and a car.

The issue of vulnerability is also somewhat contextual. If you are a lone female stranded by the railway somewhere late at night, you may consider yourself to be vulnerable, whereas being at a station/on a train on your normal daily commute may be different.

Indeed, thanks for the additional well-articulated arguments.

 

[riceuten]

If there are no staff available what do you expect them to do? There isn't a "staff tree" just like there isn't a "money tree".
You can't just pull someone off the street to do this job.

Gasp - a manager could step in - heaven forfend his 4 course lunch with wine be disturbed by having to actually deliver services

And the "staff tree" as regards customer services has been stripped pretty bare

 

[Dr Hoo]

I don’t think that you will find many railway managers eating four course lunches with wine these days (thank goodness, although I am old enough to remember the ‘Mess’). Even at 0200 in the morning.

 

[Horizon22]

Gasp - a manager could step in - heaven forfend his 4 course lunch with wine be disturbed by having to actually deliver services

And the "staff tree" as regards customer services has been stripped pretty bare

What manager would this be then at such hours? Also you'll find junior railway managers to be pretty overworked and willing to help already notwithstanding some antiquated 1950s idea you have of (what appears to be senior) railway management.