bakerstreet
Member
Not sure of the full detail here. But an interesting story.
Helped by the local MP and posted on Twitter. (X)
Helped by the local MP and posted on Twitter. (X)
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Bond Street barriers were overcharging. TfL after MP intervention has refunded the constituent
- Thread starter bakerstreet
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Mcr Warrior
Veteran Member
- Joined
- 8 Jan 2009
- Messages
- 17,154
Person(s) charged at the £10.40 daily cap rate due to "incomplete journeys" ostensibly being recorded (this due to the faulty gates)?
It reads like the taps from this particular gate array were regularly going missing, which, unfortunately, does happen from time to time. Unless I'm reading it wrong...
Adam Williams
Established Member
Why did it take a constituent complaining to their MP for this to be identified and rectified?
Is there really no proactive monitoring in terms of comms heartbeats or at the very least, some sort of alerting if the number of taps received is lower than it "should" be?
Is there really no proactive monitoring in terms of comms heartbeats or at the very least, some sort of alerting if the number of taps received is lower than it "should" be?
Indeed, if it takes an MPs intervention to get every fares issue fixed every station needs to be made into a constituency with its own MP
It could be that the taps themselves were fine but they just weren't making it to where they needed to be in good time. I have seen myself how taps can suddenly appear as late as a couple of weeks after the tap. Maybe in this case the customer raised a complaint as soon as the debit cleared their account, as is their right to do, and eventually escalated it to their representative, but the taps would have come through. That's still very, very sub-par, of course.
Absurd situation all round, not least the continued propensity for Members of Parliament to be treated as a supreme customer service ombudsman rather than lawmakers and parliamentarians. That speaks of such a failing in our corporate culture that it should ever be necessary.
Indeed. Perhaps passengers should just start their communication with "As the MP for Lower Bond Street, ..." as I doubt anyone in TfL knows anything about MPs!
Oh, they do.
When I worked for TfL, queries certified as coming from MPs got top priority.
Their role as their constituents’ voice in the corridors of power is, tbh, one of their most important - and it’s also how they can keep a finger on the pulse of society.
Haywain
Veteran Member
- Joined
- 3 Feb 2013
- Messages
- 24,480
Absolutely. And the things that make most businesses and organisations sit up and take notice are attention from MPs or from the media.
Yes, (pseudo) public sector bodies and TOCs do pay attention and the letters we got at XC and Virgin got handled separately to other correspondence.
That's as may be, but it is not a good place for our culture to be in - that overcharging only gets resolved when someone who might raise it in the House of Commons writes a letter (or their caseworker does).