Recent content by JimmyR

UK Southwest Storm Chasers posted this (credit Graig Mills)

Surely it would be worth re-designing and replacing the bogies if it could save a few tons and make it easier to cascade!

Why are the 185s so heavy?

Some standard paragraphs aren't "official" or "approved" often advisors will write their own paragraphs and share it with their colleagues at which point no one questions using it and eventually they forget where it even came from in the first place. A lot of advisors wont read what the...

We had nothing of the sort, it was usually just advisors being dumb and not reading their responses. We had a selection of standard paragraphs for common complaints so I guess you can accidentally pick the wrong one or mis-read the complaint? Everything else was manually completed though...

Just reply saying that they didn't answer your complaint. We had a penalty type system for not replying properly (as long as it vaguely answers the complaint it was okay). Just bear in can be quite difficult and time consuming to get a response to a non standard question. Like, why...

If you're looking for comp I wouldn't recommend putting a staff complaint in at the same time. You will never get a goodwill gesture for a staff complaint and issuing comp without the ticket is considered a goodwill gesture. Although you can consider them separate matters it's blurring the...

"You will need to provide your ticket, or a copy of it, with your claim form." Also I've worked in their Customer Relations department.

The policy is no ticket no comp. You'll have to email in and explain with your proof of purchase. If you try and claim through Delay Repay they'll just reject it.

Different team. Old team was based in Plymouth via outsourced contract (provided by First Info/Intelenet/Serco) and the new one in Newcastle provided internally. The Plymouth office closed in August.

Various TOCs had their Customer Relations handled by the contact centre in Plymouth but alas it is no more.

The claims used to be worked out manually by the advisors but nowadays you just wack the customers journey+ticket into the system and it figures out the delay and comp (if it works correctly...). I suppose it's a problem with having the customer service staff in house, they probably care a...

They shouldn't do. VTEC switched from external to internal Customer Relations a few months ago.

It would be too expensive to run, the concessionary bus pass scheme is already rather expensive to run. The councils get charged an "average" fare every time the bus pass is used.

Couldn't these improve the passenger experience on lines that use 150s and 153s? I mean it's a pretty dire experience being in a 150...