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Good experience with Avanti train manager today

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al78

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Got home today from a family visit up in Salford and got faced with another cancelled train (I had split advance tickets) marking the first time I have experienced multiple cancelled trains on a single family visit.

It was the Man Pic to Euston 13:35, which was cancelled, and I was booked on which stops at Nuneaton where my split tickets join. I got on the 13:15 to Euston and once we'd passed Macclesfield I suddenly realised my tickets might not be valid on this service because it doesn't stop at Nuneaton.

When buying a cup of tea I asked the lady at the shop where the train manager was, and she directed me towards the front of the train, and after walking down three carriages I found him.

I explained the situation with the cancellation and my tickets and asked whether I should get off at Stoke-on-Trent and wait for the next Euston bound service, which stops at Nuneaton.

He said that technically I was right in that I should have got on a train that stopped at Nuneaton, but he wasn't going to ask me to leave the train given I got on it due to a cancellation which wasn't my fault, so I was able to stay on it, and get to Euston a little earlier.

I thought that was good service from the Avanti train manager, if he wanted to go by the book, he could have either told me to get off at Stoke and wait for the correct train or asked me to buy a standard single from Man Pic to Euston.
 
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Y Ddraig Coch

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Common sense which should be used more often, the fact you went to seek the train manager out rather than wait for them to come to you undoubtedly helped your case also.

Glad you got a good result. :)
 

Towers

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Contact Avanti and give them the good feedback. I bet positive feedback is much more rare than negative
Absolutely this!

I filled in an online feedback form recently just to pass on my compliments regarding a bus driver, he wasn’t being a hero but just taking the time to be courteous and greet everyone. This is getting increasingly rare in these days of contactless tapping and zero interaction. It’s nice for staff to be recognised not only when they do something amazing but also just for taking the time to do a decent job sometimes!
 

al78

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Thanks for pointing out the feedback form, will definitely be filling it in.
 

yorkie

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He said that technically I was right in that I should have got on a train that stopped at Nuneaton, but he wasn't going to ask me to leave the train given I got on it due to a cancellation which wasn't my fault, so I was able to stay on it, and get to Euston a little earlier.
While it is good to hear you experienced good service, I am not convinced the tickets are not valid on the next service.

Notwithstanding the above, furthermore, if a rogue Guard did insist you delayed your journey further, they would not only be displaying extremely poor customer service, they would be in clear breach of the company's person specification for the job role, as well as creating additional financial liabilities for the company, in the form of Delay Repay entitlements.
 
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