Over the top announcements on Grand Central trip

[Bristol LHS]

Tonight’s 1700 Grand Central KX - Sunderland reached new levels of passive aggressive pre departure announcements. Becky went on a five minute long rant about advance tickets, telling us we are on a ”business service” (by which I presume she meant ‘peak’), telling us what the walk up peak single fares she’d be charging people who had an LNER ticket, or an advance for another GC service. She then invited passengers in any doubt to come and meet her in coach B to discuss(!) Minutes later, another announcement telling us that ‘seeing as no-one has come to speak to me, I assume you all have valid tickets, and if not I look forward to emptying your pockets (repeated her peak walk-up fares to York and Sunderland).

What a welcome onboard! In what other industry would treating paying customers with such contempt be tolerated?

 

[Russel]

Tonight’s 1700 Grand Central KX - Sunderland reached new levels of passive aggressive pre departure announcements. Becky went on a five minute long rant about advance tickets, telling us we are on a ”business service” (by which I presume she meant ‘peak’), telling us what the walk up peak single fares she’d be charging people who had an LNER ticket, or an advance for another GC service. She then invited passengers in any doubt to come and meet her in coach B to discuss(!) Minutes later, another announcement telling us that ‘seeing as no-one has come to speak to me, I assume you all have valid tickets, and if not I look forward to emptying your pockets (repeated her peak walk-up fares to York and Sunderland).

What a welcome onboard! In what other industry would treating paying customers with such contempt be tolerated?

Very few.

But the railway in general seems to have more than it's fair share of staff who think they are untouchable and can treat paying customers however they like.

The majority of the customer facing staff are excellent, but the bad ones really do go out of their way to make sure they stand out...

 

[Bristol LHS]

Very few.

But the railway in general seems to have more than it's fair share of staff who think they are untouchable and can treat paying customers however they like.

The majority of the customer facing staff are excellent, but the bad ones really do go out of their way to make sure they stand out...

Agreed. Grand Central‘s on-board team are, in the main, genial mackems, so this really stands out in contrast to the usual experience.

 

[Sprinter107]

It makes for a hostile travelling environment. I had the same on a Cross Country train a few weeks ago, one that was quite empty. A five minute lecture followed by what punishments she'd metre out. Her tone was threatening too.

 

[speedy1]

== Doublepost prevention - post automatically merged: Friday at 00:58 ==

A five minute lecture followed by what punishments she'd metre out. Her tone was threatening too.

== Doublepost prevention - post automatically merged: Friday at 00:59 ==

She then invited passengers in any doubt to come and meet her in coach B to discuss(!) Minutes later, another announcement telling us that ‘seeing as no-one has come to speak to me, I assume you all have valid tickets, and if not I look forward to emptying your pockets (repeated her peak walk-up fares to York and Sunderland).

Vile

Zero tolerance policy towards staff though remember!

 

[wokspotter]

A five minute lecture followed by what punishments she'd metre out. Her tone was threatening too.

Sounds like everyone would have been cowering in their seats for the whole journey.

 

[Sprinter107]

Sounds like everyone would have been cowering in their seats for the whole journey.

Cross Country certainly need to speak to her.

 

[Russel]

It makes for a hostile travelling environment. I had the same on a Cross Country train a few weeks ago, one that was quite empty. A five minute lecture followed by what punishments she'd metre out. Her tone was threatening too.

Let's not forget this is the same Crosscountry who's staff also make announcements threatening to make anyone who places a bag on a sea pay for an additional ticket for said bag...

If only it worked the other way and we could claim a refund for not being able to find a seat!

 

[Sprinter107]

Let's not forget this is the same Crosscountry who's staff also make announcements threatening to make anyone who places a bag on a sea pay for an additional ticket for said bag...

If only it worked the other way and we could claim a refund for not being able to find a seat!

That was part of her lecture. That bags were not human. And that we were travelling on public transport, so we had better get used to people sitting next to us. Then the was the ticket lecture. On a quarter full train. Utterly pointless. And she had the nerve to announce approaching Totnes that we were having thd best train ride of lives!

 

[Falcon1200]

Tonight’s 1700 Grand Central KX - Sunderland reached new levels of passive aggressive pre departure announcements.

The tone and wording could certainly be better, but as this was, crucially, a pre-departure announcement, was she not doing passengers without the correct ticket a service?!!

 

[BuhSnarf]

Let's not forget this is the same Crosscountry who's staff also make announcements threatening to make anyone who places a bag on a sea pay for an additional ticket for said bag...

In fairness whilst it's probably not the politest way of going about saying it, there does need to be more announcements on some trains about allowing people to sit down. I've had a number of times where the person has refused to move a bag so I could sit down.

 

[Via Bank]

In fairness whilst it's probably not the politest way of going about saying it, there does need to be more announcements on some trains about allowing people to sit down. I've had a number of times where the person has refused to move a bag so I could sit down.

Is an announcement going to fix the issue though? Or maybe more signage? Rather than providing sufficient luggage racks within sight of the seats which are easy to use?

 

[Krokodil]

Is an announcement going to fix the issue though?

It does work in my experience. I never had to follow through with the threat.

 

[Sprinter107]

There is nothing wrong with an announcement about bags on seats. Its very often necessary and I agree with it. But not a lecture about bags not being human and therefore can't go on seats. And then all the other stuff during this 5 minute lesson.
There is a way of doing it, and maybe there are a few conductors out there who need reminding.

 

[Russel]

That was part of her lecture. That bags were not human. And that we were travelling on public transport, so we had better get used to people sitting next to us. Then the was the ticket lecture. On a quarter full train. Utterly pointless. And she had the nerve to announce approaching Totnes that we were having thd best train ride of lives!

In fairness whilst it's probably not the politest way of going about saying it, there does need to be more announcements on some trains about allowing people to sit down. I've had a number of times where the person has refused to move a bag so I could sit down.

I get the idea behind the announcement and if it encourages most people to remove bags from seats then that's a result, but I'm not sure how I feel about lying.

I'd be very interested to see how it would pan out if someone refused to move a bag when challenged and threatened with being made to buy an ticket for it...

 

[chris89]

There is nothing wrong with an announcement about bags on seats. Its very often necessary and I agree with it. But not a lecture about bags not being human and therefore can't go on seats. And then all the other stuff during this 5 minute lesson.
There is a way of doing it, and maybe there are a few conductors out there who need reminding.

Could just have been the guards in question are fed up with it. I have heard similar announcements about bags on seats with Avanti and XC services as well, and support it.

But for going on about other things, er so so about.

Sadly working with the general public in a customer facing roles at times, some people just do not listen at all and will ignore anything until it is put bluntly. But that is a growing trend and a different subject.

 

[DelW]

Surprisingly, travelling on Weymouth services last weekend, SWR's usual stream of hostile and outright threatening messages was mercifully absent. Perhaps SWR management consider the good folk of Dorset to be law-abiding, while apparently believing their metro services to be full of thugs, criminals and fare-dodgers who need to be berated continually?

 

[JamieL]

Tonight’s 1700 Grand Central KX - Sunderland reached new levels of passive aggressive pre departure announcements. Becky went on a five minute long rant about advance tickets, telling us we are on a ”business service” (by which I presume she meant ‘peak’), telling us what the walk up peak single fares she’d be charging people who had an LNER ticket, or an advance for another GC service. She then invited passengers in any doubt to come and meet her in coach B to discuss(!) Minutes later, another announcement telling us that ‘seeing as no-one has come to speak to me, I assume you all have valid tickets, and if not I look forward to emptying your pockets (repeated her peak walk-up fares to York and Sunderland).

What a welcome onboard! In what other industry would treating paying customers with such contempt be tolerated?

I have absolutely no problem at all with this approach. The railway is plagued by freeloaders and grifters. Nobody who has purchased an appropriate ticket and has acted in a fair and honest way should be even slightly bothered by the above.

 

[AlterEgo]

I have absolutely no problem at all with this approach. The railway is plagued by freeloaders and grifters. Nobody who has purchased an appropriate ticket and has acted in a fair and honest way should be even slightly bothered by the above.

Why bother announcing it? Just charge people up instead of subjecting everyone with a list of various punishments.

 

[JamieL]

Why bother announcing it? Just charge people up instead of subjecting everyone with a list of various punishments.

If it was pre-departure, it encourages such people to get off the train which gives everyone a better travelling experience. If it was post departure then it at least allows honest folk know that something is being done against the grifters.

 

[speedy1]

I have absolutely no problem at all with this approach. The railway is plagued by freeloaders and grifters. Nobody who has purchased an appropriate ticket and has acted in a fair and honest way should be even slightly bothered by the above.

You aren't concerned about their inventing the term "business service"? Or the semi-threatening invitation to "come meet her in coach B" (STRONG hints of "let's take this outside")? Or the pointless sarcasm "I assume you all have valid tickets"? And aggressive "I look forward to emptying your pockets"?

What low standards you must have

The guard sounds like they need 2 weeks holiday or a different career...

 

[AlterEgo]

If it was pre-departure, it encourages such people to get off the train which gives everyone a better travelling experience. If it was post departure then it at least allows honest folk know that something is being done against the grifters.

It also makes anyone not entirely sure about their ticket nervous about consequences. What should be done is quite simply to charge people up. That happens in public too. I don't want to hear a five minute diatribe about ticket restrictions and how the guard will take pleasure in meting out punishment, I've got the right ticket, just deal with those people properly as and when and let me zone out please. That's how it happens in other civilised countries.

 

[Russel]

I have absolutely no problem at all with this approach. The railway is plagued by freeloaders and grifters. Nobody who has purchased an appropriate ticket and has acted in a fair and honest way should be even slightly bothered by the above.

Shops are also plagued by theft, but they don't go out of their way to create a hostile atmosphere towards the majority of their customers, who are honest and law abiding...

I've never heard the security guard in my local Tesco making endless PA announcements reminding everyone that they must pay for every item they put in their basket before leaving the store.

 

[JamieL]

You aren't concerned about their inventing the term "business service"? Or the semi-threatening invitation to "come meet her in coach B" (STRONG hints of "let's take this outside")? Or the pointless sarcasm "I assume you all have valid tickets"? And aggressive "I look forward to emptying your pockets"?

No, not worried about any of that. Delighted in fact that someone is taking on the grifters. Such people are taking us all for a ride. It is not difficult to buy a valid ticket for a train.

 

[Russel]

No, not worried about any of that. Delighted in fact that someone is taking on the grifters. Such people are taking us all for a ride. It is not difficult to buy a valid ticket for a train.

Two wrongs don't make a right though.

 

[AlterEgo]

Shops are also plagued by theft, but they don't go out of their way to create a hostile atmosphere towards the majority of their customers, who are honest and law abiding...

I've never heard the security guard in my local Tesco making endless PA announcements reminding everyone that they must pay for every item they put in their basket before leaving the store.

That's because shops are customer focused and simply deal with shoplifters as and when they arise (often). They don't feel the need to pander to a certain sort of person who takes a voyeuristic pleasure in consequences or justice.

 

[Sprinter107]

A short announcement should be sufficient:

"Passengers please ensure that you have a valid ticket for this particular train, excess charges could apply. Thanks for your co operation" "This train may get busy during its journey. Please don't prevent other passengers from having a seat by using it for your bag. Thanks for your co operation" is all that's needed.

Not a silly sermon about bags not being human beings, and that as we're on public transport we must get used to other people sitting next to us. We know that. We don't need to be spoken to as if we're a bunch of naughty 5 year olds.

Nor do we need other threatening and hostile announcements.

 

[mmh]

Shops are also plagued by theft, but they don't go out of their way to create a hostile atmosphere towards the majority of their customers, who are honest and law abiding...

The recent changes to self service many are introducing do, like showing a recording of your face as you use the checkout, or requiring you to scan a receipt to leave the shop.

 

[JamieL]

A short announcement should be sufficient. "Passengers please ensure that you have a valid ticket for this particular train, excess charges could apply. Thanks for your co operation" "This train may get busy during its journey. Please dont prevent other passengers from having a seat by using it for your bag. Thanks for your co operation" is all thats needed. Not a silly surmon about bags not being human beings, and that as we're on public transport we must get used to other people sitting next to us. We know that. We dont need to be spoken to as if we're a bunch of naughty 5 year olds.
Nor do we need other threatening and hostile announcements.

You are applying your own filter to this though Sprinter107. You do not need such announcements. However, many of the public travelling with you do need such announcement, as evidenced by the freeloaders and grifters who use the railway.

 

[Sealink]

The recent changes to self service many are introducing do, like showing a recording of your face as you use the checkout, or requiring you to scan a receipt to leave the shop.

I agree but I am not made to feel that I have to prove my innocence in a shop.
By rail, and it is not deliberate, I feel like I am guilty until I prove my innocence (with my ticket!)
That could be more about me, seeing a policeman makes me feel guilty