Customers or Passengers?

[district]

There is some debate as to whether rail users are refered to 'customers' or 'passengers'. Some users have gone so far as to write to various papers to complain about being refered to as one or the other.

What do you think?

 

[HST Power]

Neither, we're cattle.

 

[northwichcat]

A passenger is a customer provided they pay for their journey.

 

[Oswyntail]

Both - we are passengers in terms of the service that is provided, customers in terms of the commercial interaction

 

[90019]

Both.

 

[AlterEgo]

I started a poll on this a month or two ago. I think it turned out a fairly even split, with passengers coming out just on top.

 

[rail-britain]

Customers were classified as people with a ticket and not travelling on a train

Passengers were classified as people with or without a ticket travelling on a train

This left the members of the public, who did not have a ticket and were not travelling by train (such as passing through station, seeing off relatives, and so on)

I still follow these guidelines and they appear to still be in use with National Rail (when you look at terms used)

 

[Fincra5]

Well given its 'Customer Information System' on the platforms and 'Passenger Information System' on the trains.. I'd say the answer is clear

 

[blacknight]

Neither, we're cattle.

Not so as livestock being transported have more rights than passengers. TOC's would soon stop using customer if they could be sued under Sale of Goods Act.
--- old post above --- --- new post below ---

Well given its 'Customer Information System' on the platforms and 'Passenger Information System' on the trains.. I'd say the answer is clear

Not so in my view should be classed as passengers once at station do announcements say customers are reminded to stand well clear of platform edge I think not or passengers are reminded to keep they luggage with them at all times. Start calling them customers & they will think they have consumer rights next Passenger Information System Service bad acronym to use just like Public Relations Officer as become customer relations because some think it bad to have work badge titled as be PRO & be seen at stations

 

[Schnellzug]

Customers were classified as people with a ticket and not travelling on a train

Passengers were classified as people with or without a ticket travelling on a train

This left the members of the public, who did not have a ticket and were not travelling by train (such as passing through station, seeing off relatives, and so on)

I still follow these guidelines and they appear to still be in use with National Rail (when you look at terms used)

Why would someone buy a ticket and not travel on a Train?



Anyway, even more pertinently, I'm rather pleased to see that Guards seem to be referred to as Guards again rather than Conductors, which, while it may be an appropriate term in American, always sounded to me more as if they ought to be on the rear platform of a Routemaster.

 

[Bungle73]

Why would someone buy a ticket and not travel on a Train?

People with platform tickets?

Anyway, even more pertinently, I'm rather pleased to see that Guards seem to be referred to as Guards again rather than Conductors, which, while it may be an appropriate term in American, always sounded to me more as if they ought to be on the rear platform of a Routemaster.

I thought a guard and a conductor were different things? What that difference is I have no idea.

 

[shinkansen1966]

Train operators should treat passengers as passengers and not school children who might be travelling on the wrong train.

"Passengers must be in possession of valid ticket for this train and not any other. Failure to have a valid ticket for this train will result in a full fare being issued which may be up to £279. Passengers may also be transported to a penal colony".

 

[rail-britain]

Why would someone buy a ticket and not travel on a Train?

Various reasons (examples) and I was made aware of this when working at Edinburgh Waverley
Customer walking between trains and platforms, they are only a passenger once they are on the actual train they are travelling on, they remain classified as a customer whilst walking around the station

 

[90019]

Why would someone buy a ticket and not travel on a Train?

Buying tickets before the day of travel?

 

[Schnellzug]

Buying tickets before the day of travel?

Good point. So "customer" is anyone at a Station who's not actually on a train, then. But the moment they board a Train..

Then they become..

A Passenger!

 

[MidnightFlyer]

Good point. So "customer" is anyone at a Station who's not actually on a train, then. But the moment they board a Train..

Then they become..

A Passenger!

Yep... Basically on train = passenger, off train = customer

 

[aspierail]

Passengers all the way man.

 

[Xenophon PCDGS]

A passenger I was

A passenger I am

A passenger I always shall be

 

[Butts]

Neither, we're cattle.

More like suckers

 

[mickey]

I agree that we're both - as we are both carted around and pay for it. But every time the distinction is used by *certain* staff (note I didn't say all, or even most) as a reason they shouldn't have to treat us well or provide decent service I fall more into the 'customer' camp.

 

[W-on-Sea]

I honestly couldn't care less. If a service is well-provided, it makes no difference what name is given to its users

 

[AlterEgo]

Slightly OT I know - What really annoys me is the health profession's recent tendency to refer to everyone, even care home residents, as "service users".

Pish and nonsense.

 

[12CSVT]

Passengers, I'd say.

I seem to remember that all this talk about 'customers' started off as a publicity gimmick dreamt up by politicians in the run up to privatisation.

 

[Butts]

Slightly OT I know - What really annoys me is the health profession's recent tendency to refer to everyone, even care home residents, as "service users".

Pish and nonsense.

Or probably under their breath to some "service abusers"

 

[Minilad]

Slightly OT I know - What really annoys me is the health profession's recent tendency to refer to everyone, even care home residents, as "service users".

Pish and nonsense.

Or clients. Makes you sound like your visiting a prostitute !!


Ahem, not that I have done that of course, ahem

 

[LE Greys]

A passenger I was

A passenger I am

A passenger I always shall be

Hear! Hear!
--- old post above --- --- new post below ---
Also, remember that being a passenger means that you are under the care of the railway during your journey. That's a special status, in my opinion. Customers in a shop don't have to worry about collisions, derailments and bad weather, and can always just walk out if they are unhappy. When you're relying on someone to get you home safely, then that's a lot more important than when you're just buying something.

 

[Toots]

I thought a guard and a conductor were different things? What that difference is I have no idea.

There is no reference to a Conductor in the rule book in relation to the role of Guard,it is a term that is used by the TOC's.
Personally,given the fact the railway is so keen on Safety Critical Communications,the fact that Guards do use this title on the telephone when you actually have the title 'Conductor' used in the rulebook in regard to a 'Conductor Driver',it could lead to misunderstandings which are completely avoidable if everyone stuck to the terminology laid out in the rule book.