letter from East Midlands Trains Prosecution Department

[Yew]

This was an example of poor staff training again - the RPI appears to believe that it is a legal requirement to seek out the Guard on the train and acted accordingly, based on an unenforceable section in the EMT Passenger Charter. EMT clearly have a problem with the training of their staff as a significant number of their front line staff seem to be struggling with the basics. It appears to be a lesson in how having even one person who isn't up to speed in a key role - in this case I'd suggest it's the training department - can have quite a negative impact on the business.

Hmm, they are more than happy to threaten a passenger with parts of their passenger charter, however they dont seem to be doing anything about the more pro-passenger parts of the charter.

 

[yorkie]

Hmm, they are more than happy to threaten a passenger with parts of their passenger charter, however they dont seem to be doing anything about the more pro-passenger parts of the charter.

Yep. And what can we do about it? Absolutely nothing, because the Regulator doesn't care, and we don't have an effective knowledgeable passenger watchdog.

If the OP can get back to me with some more information, I have someone on standby who is happy to argue with EMT over the 'phone about their policies and make a complaint about how the OP was treated on their behalf. But the OP has not got back to me (by PM or email) so we cannot take this matter forward.

So, while the passenger has got a successful resolution, EMT will just keep doing it again and again. No-one is going to be able to stop them! (See 'Complex Penalty Fare' thread)