Recent content by ca2102

Since the incident occurred I have been much more observant of the staff I encounter during my infrequent travels on the railways and can now feedback some of my observations. I usually travel on an afternoon on Fridays and Sundays (not sure if that has any bearings). The last 10 journeys from...

The Rail Ombudsman has now adjudicated on my complaint and it was a mixed bag. Somewhat happy and somewhat frustrated by their decisions. The complaint I submitted formed 3 parts. 1. I would like an unreserved and full apology for the staff interaction that I encountered. This was a WIN for me...

From the Rail Ombudsman................. Dear Mr xxxxxxx, On further review into the nature of your complaint, there are elements that we may be able to look into. We have requested a response from the Rail Service Provider and will be in touch in due course with more information. You do not...

OK - So I have now submitted a complaint to the Rail Ombudsman with my gripes about Northern and their conduct. I will update this thread once I get anything back. Thanks to all of you out there who have listened, commented and offered opinions and advice. I am sure we are all saddened by the...

I have now received this email as a reply........... Dear xxxx, Thank you for your prompt response. I appreciate your comments, however we would expect customers to take some degree of responsibility whilst travelling and ensuring they have a ticket at the first available opportunity - at...

I have now responded with this email Hello xxxx, Thank you for your reply however, the point I am trying to make is with regard to the statement made by your colleague in his initial response to my complaint. He stated "It is the customer’s responsibility to locate the conductor to purchase...

I have now received a reply from a Customer Solutions Team Manager as opposed to a Customer Complaints Manager but their response (below) was inadequate Dear xxx, Thank you for your prompt response. Joe has passed your correspondence over to myself, in regards to where it states that you...

I have just sent this email to them...............I will post their reply Dear Mr. XXXX You seem unable to understand the issues I have raised from my initial complaint therefore I would prefer you to refer this reply to a senior manager for their observations and comments. Your first reply...

And the response I received - Does nothing to answer questions I asked............. Dear xxxxx, I am sorry you are unhappy with my reply. The part about locating a conductor can be found on our customer promise, please see statement below You must buy your ticket before you board the train...

So - After their response to my complaint I have sent this email as a reply....... Dear Mr xxxx, I appreciate your acknowledgement of my complaint however, I believe this to be a sterile and impersonal response taken from your "Northern Rail Examples of Replies to Customer Complaints"...

Here is the response I received from my complaint........... (A mealy mouthed apology at best - I can imagine the grinding of teeth whilst it was being typed). Dear xxxxx, Whilst unacceptable behaviour of a staff member cannot be condoned, our revenue staff have a difficult job to do...

Thank you all for your comments and observations, I appreciate all of your replies. I am not a frequent rail traveller so my thoughts regarding the episode are purely personal and I have no axe to grind with TOCs. 1. Fare dodging should never be condoned - It costs us all. 2. Attempts to reduce...

Well an email has been sent and already replied to: Thank you for contacting Northern, Your complaint has been received and a case created on our system under reference number xxxxxx. One of our dedicated customer complaint managers will review your complaint and respond within 20 working days...

Is there much point in writing a letter of complaint to Northern?

Hello, On Sunday 15th December I went to Outwood Station to catch the 13:01 train to Leeds. The ticket machine was out-of-order so when I boarded the train I was hoping to buy a ticket from the guard. This did not happen so when I arrived at Leeds station I went to the Ticket Office and...