A little Avanti rant

[Sealink]

I'm only here to let off steam, as I've once again got in to a debate at Euston with revenue protection who insist you can't use a zone 1-4 travelcard with a ticket from boundary zone 4 to travel on Avanti trains.

Nothing I could say would change the gentleman's mantra that the ticket isn't valid "because we don't accept Oyster on Avanti" and I'd need to buy a more expensive ticket in future. I've complained about this so many times and Avanti never change. I don't get this when traveling out of other London stations.

Don't remind me about Avanti gate staff, who insisted a Super Off Peak Single from Dorchester South to Wick wasn't valid on their services as Avanti didn't issue Super Off Peak tickets.

 

[Statto]

Just boarded my Avanti service to Liverpool. Euston got the train cleaned & open for boarding 20 mins prior to departure, which is good. Unfortunately, (and this seems to be a thing with the 805/807’s), the seat reservations are not uploaded (and still not 4 mins to departure). Same happened on the outward service.

Is this an issue specific to the train type or something else?

No it happens on the 802s as well, i caught a TPE Liverpool to Manchester the other week, train was at the platform for just over 20 minutes (it was the 07.54 to Hull which was an 802, which arrived from it's previous journey at 07.32), people started boarding once everyone had left the train from the previous journey, but seat reservations weren't loaded until a few minutes before departure.

 

[JamesT]

No it happens on the 802s as well, i caught a TPE Liverpool to Manchester the other week, train was at the platform for just over 20 minutes (it was the 07.54 to Hull which was an 802, which arrived from it's previous journey at 07.32), people started boarding once everyone had left the train from the previous journey, but seat reservations weren't loaded until a few minutes before departure.

Who loads the reservations, and when do they board the train?

 

[Statto]

Who loads the reservations, and when do they board the train?

Not sure, but TM & driver seems to board & set up the train minutes before departure, that you have passengers groaning when they realize they're siting in a reserved seat once the train has been set up for the next departure. Passenger then has to move to an unoccupied seat, & maybe an unoccupied seat in a different carriage.

 

[RichardAsh1981]

My experience from Chester to Euston and return has been that it is more likely that the reservations never load... Luckily none of the services were that busy.

 

[Belperpete]

My experience from Chester to Euston and return has been that it is more likely that the reservations never load... Luckily none of the services were that busy.

My experience is that they load after departing Chester, and likewise on return from Euston the reservations all disappear on arrival at Chester.

 

[trainhero]

Did the OP get anywhere with a complaint?

 

[Zoner]

I had a reply to my complaint this morning:

Thank you for contacting Avanti West Coast regarding your experience at London Euston on the 24th of February.

Please accept my apologies for my delayed response as I liaised with the relevant teams regarding this feedback.

I would like to confirm that once again your ticket was valid for the journey you were making, as is outlined in the National Rail Conditions of Travel. So I would like to apologise once again that you were challenged on this.

If there's one thing we're always open to at Avanti West Coast it's feedback and improvement.

With this in mind I would like to reassure you that this has now been fed back to the Revenue Protection and Retail Support Managers, who will brief staff members on the matter to improve our service going forward.

I am truly sorry that your experience with us fell short on this occasion and and I genuinely hope that every journey you take with us from here on are are more pleasant.

Thank you again for taking the time to contact us and bring this matter to our attention, I hope you have a lovely weekend.

 

[Zoner]

I was not delayed because the staff member did let me on the train, but just insisted that I would not be allowed to travel in future. In my experience that's how they act when they think you might be correct about your ticket but they don't want to admit it. They just try to intimidate you in to making the issue go away for the future by giving up on your cheaper ticket by your own choice.

 

[Zoner]

In response to my complaints earlier this year I was assured, twice, that this was all being fed back to managers and gateline staff.

Would you believe it, I had exactly the same issue again this morning. I was eventually let through after staff telephoned a manager. Although there was no apology and they backed down with extremely bad grace - I was left feeling I'd "got away" with something.

I'll complain again but it's pointless as they just make the same hollow assurances each time. Genuinely have my heart racing every time I approach the gateline with this ticket

 

[Watershed]

In response to my complaints earlier this year I was assured, twice, that this was all being fed back to managers and gateline staff.

Would you believe it, I had exactly the same issue again this morning. I was eventually let through after staff telephoned a manager. Although there was no apology and they backed down with extremely bad grace - I was left feeling I'd "got away" with something.

I'll complain again but it's pointless as they just make the same hollow assurances each time. Genuinely have my heart racing every time I approach the gateline with this ticket

I would be asking to speak directly with the managers given the broken promises. I would also ask them for a copy of whatever memo/briefing etc. they have given staff on this subject so that you can show this in case there are any issues in future.