Unnecessarily confrontational LST gateline staff?

[Sonic1234]

In their defence, the TfL issues are really only at stations where there is a National Rail to TfL interface. I have sympathy with them: they have to learn all the TfL rules and then have to learn- and recognise- when National Rail rules are different.

If they don't know the rules, they shouldn't be defensive or try to deny travel due to their misunderstanding. Take the approach of orange = good and let the customer through. An issue is also the infrequency that any of the more complex National Rail rules come up, the number of people using paper tickets to travel within the London Zones and take advantage of break of journey rules (for example) is a minority of this forum, and probably unheard of elsewhere.

There is also the issue on TfL where it is a National Rail service but TfL deny it (Overground and Elizabeth Line).

 

[43066]

Take the approach of orange = good and let the customer through.

Are they allowed to do that, as a blanket approach? I’d imagine not.

 

[Sonic1234]

Are they allowed to do that? I’d imagine not.

Probably not officially. Practically, it happens a lot at metro National Rail stations, as mentioned above the agency staff aren't that motivated and don't really get the rules.

At stations where the gates are controlled by the ticket office, they can't really do much more if you're exiting as the window is on the wrong side of the barrier. I suppose they could leave their desk and come and inspect your ticket, but they don't. I've been shooed away when I've approached the office to show my valid ticket after they've opened the gate.

 

[43066]

Probably not officially. Practically, it happens a lot at metro National Rail stations, as mentioned above the agency staff aren't that motivated and don't really get the rules.

It probably is the best solution in most cases. I just wonder if they may be concerned they’re being “mystery shopped”, or similar.

At stations where the gates are controlled by the ticket office, they can't really do much more if you're exiting as the window is on the wrong side of the barrier. I suppose they could leave their desk and come and inspect your ticket, but they don't. I've been shooed away when I've approached the office to show my valid ticket after they've opened the gate.

At those locations, absolutely.

 

[Tetchytyke]

If they don't know the rules, they shouldn't be defensive or try to deny travel due to their misunderstanding.

I think the issue is where something wouldn’t be allowed on Underground but is allowed on National Rail. It’s not to excuse them getting it wrong but you can also see why they do.

 

[Lewisham2221]

If they don't know the rules, they shouldn't be defensive or try to deny travel due to their misunderstanding.

The issue lies within the contradiction that you have posted. Do they not know the rules, or have they misunderstood the rules? If they don't know then they should seek clarification and/or give you the benefit of the doubt. If they have misunderstood they are likely to genuinely believe that they are correct. They're not being deliberately malicious or confrontational, they believe that they're doing their job correctly.

 

[7db]

Reply from Greater Anglia:

Thank you for contacting Greater Anglia Customer Relations regarding your recent experience with a member of our staff at London Liverpool Street.

I was sorry to learn of the events that occurred. We expect our staff to be as helpful as possible at all times and to assist our customers in a courteous manner.

We always aim to offer the highest level of customer service to ensure that journeys are as easy and as pleasant as possible and I am disappointed to hear that this was not reflected in your experience.

All staff receive full training and this continues throughout their career with Greater Anglia. They receive full support in their roles and are encouraged to seek help from line managers to ensure that they provide the standard of service our customers expect.

Please be assured that I have forwarded your comments to the appropriate station management team who will investigate further.

I’m afraid the Data Protection Act prevents me from advising any further details regarding the actions taken against the staff member in question. I can however assure you that this matter will be treated with the utmost seriousness and the appropriate action taken.

Please accept my apologies for this incident, which I hope will not deter you from using our services again in the future.

 

[Discuss223]

The gateline hostess should have apologised to you for her mistake and shouldn't have been so rude with you. Hindsight can be annoying but when manager Rex was called over, you should have raised a complaint about his employee's attitude there and then, that's what I'd have done. To not have an apology from him either is poor.

Sadly rude staff on the railways often learn from the top, I've met quite a few obnoxious EMR managers who wouldn't know customer service if it jumped up at them.

 

[RJ]

Please be assured that I have forwarded your comments to the appropriate station management team who will investigate further.

I’m afraid the Data Protection Act prevents me from advising any further details regarding the actions taken against the staff member in question. I can however assure you that this matter will be treated with the utmost seriousness and the appropriate action taken.

Please accept my apologies for this incident, which I hope will not deter you from using our services again in the future.

In other words, an email that will probably be seen after six weeks and be deemed “not reasonable or constructive” to investigate

 

[Skiddaw]

It also shouldn't be overlooked that geographical knowledge of the UK can be surprisingly bad among the general population.

Yes indeed.

Many years ago, when a student, I did the Christmas sorting office stint for some extra cash and there were some wonderful 'geographically challenged' moments. You'd be amazed how much post for the Isle of Dogs ended up in the 'offshore islands' box for example.

 

[43066]

In other words, an email that will probably be seen after six weeks and be deemed “not reasonable or constructive” to investigate

Most probably. It’s always going to be difficult to investigate a “he said she said” situation, where a staff member is basically being accused of being a bit sniffy or “off” with someone. So much of this kind of thing comes down to individual interpretation.

 

[etr221]

We aren't letting you out. You have the wrong type of coat...

"You can check out any time you like, but you can never leave" - many thanks to the Eagles.

Or see 'MTA' by the Kingston Trio - see MTA lyric Kingston Trio on YouTube