Lovely train lady

[VauxhallandI]

Sorry I don't have link but I read something in the Evening Standard the other day that I thought was not helpful to travellers.

The writer was travelling around Britsin by train and said she got on a Virgin service in Northumbria and mistakenly sat in First Class.

When the TM came through checking tickets she informed her of her error.

However "the lovely lady let me stay there"

 

[trentside]

Unhelpful to travellers, or a good bit of customer service that does no harm?

It shouldn't be an expectation, but such gestures make things more pleasant for everyone involved. Sure there's have been much more to say here if the lady had been charged hundreds of pounds for her mistake!

 

[grumblingalong]

"Customer care" must always be a consideration. I think many of us would have and have done the same, it's a question of who is it harming? If there's space and no one with a 1st ticket is being put out why make an elderly person move, it would never make sense to me.

If they enjoy their journey they will travel again and people travelling again keeps us in our jobs.

 

[theironroad]

I read this is metro the other day and was a little surpised, as VTEC first class is quite distinct from standard and secondly that she wasn't asked to move, but even more so when the writer says she dug into the free meal

 

[duncanp]

I think the trouble with this case is not the incident itself, but the fact that it has been reported in the newspaper.

This means that people reading the article may think "..Well if you let that lady travel in First Class with a Standard Class ticket why can't I do so?....."

Problems often arise when rules are applied inconsistently.

 

[Mordac]

From reading the thread title, I thought this was going to be Metro Rush Hour Crush material.

 

[BestWestern]

Wouldn't surprise me if there's slightly more to it; perhaps she may have 'mentioned' that she was a journo, for example.

I disagree with some of the above; letting someone stay in the seat on a quiet train is one thing, but serving them a free meal (and presumably some complimentary booze?) is taking the ****, frankly!

 

[DaleCooper]

This has happened to me on VTEC as well, I only realised when I spotted the antimacassars. As I went to get up the TM appeared so I told him what I'd done and he let me stay.

 

[Deepgreen]

"Customer care" must always be a consideration. I think many of us would have and have done the same, it's a question of who is it harming? If there's space and no one with a 1st ticket is being put out why make an elderly person move, it would never make sense to me.

If they enjoy their journey they will travel again and people travelling again keeps us in our jobs.

Was the writer an elderly person? I couldn't see any reference to that.
--- old post above --- --- new post below ---

This has happened to me on VTEC as well, I only realised when I spotted the antimacassars. As I went to get up the TM appeared so I told him what I'd done and he let me stay.

I can't see how anyone with even a basic knowledge of/interest in railways could mistake first for standard class, even when the signage may be minimal. For example, isn't the seating 1+2 in first?

Was the rest of the train full, otherwise why would the TM let you stay in first class, I wonder?

 

[DaleCooper]

I can't see how anyone with even a basic knowledge of/interest in railways could mistake first for standard class, even when the the signage may be minimal. For example, isn't the seating 1+2 in first?

Well obviously I must be lying and it never happened at all.

 

[Sprinter153]

It reinforces the idea of 'I'll just sit here, and move if someone challenges me'. Checking tickets from Slough I frequently find at least three of them, and when you point out it's First Class they just think they can up sticks and move. In my view, they've made use of the facilities and on the balance of probabilities knew what was what, so the relevant First Class excess is payable.

 

[Bletchleyite]

This has happened to me on VTEC as well, I only realised when I spotted the antimacassars.

Is not the 2+1 seating a giveaway?

 

[Deepgreen]

Well obviously I must be lying and it never happened at all.

My point was not that you were lying, but the lack of basic observation of their surroundings that so many people seem to demonstrate these days.

 

[DaleCooper]

My point was not that you were lying, but the lack of basic observation of their surroundings that so many people seem to demonstrate these days.

Thanks, calling me unobservant based on one isolated incident is so much better than accusing me of lying.
--- old post above --- --- new post below ---
For all you know I may have very poor eyesight.

 

[Deepgreen]

Thanks, calling me unobservant based on one isolated incident is so much better than accusing me of lying.
--- old post above --- --- new post below ---
For all you know I may have very poor eyesight.

If your sight is so poor that you cannot distinguish 1+2 seating from 2+2 (but can still read anti-macassar legends), then of course I apologise.

 

[timbo58]

I recall a youngish lady surprisingly telling me in a loud voice as she walked through F on approach to Paddington (and overheard me having a few firm words with a standard ticket holder using 1st class to seat himself) 'even I know it's 1st class mate and I can't read or write!'.

God bless her!

I can also state 'hand on heart' that I never had anyone registered as blind using 1st class in error, despite the fact I regularly worked trains to Hereford for 15 years that had passengers for the 'blind school' on board, and none of my colleagues every reported doing so either.

FWIW I also agree -allowing a standard ticket holder to travel under discretion in 1st class could be considered customer care.
To allow them to further abuse this goodwill with free food etc is an insult to those who have paid the 1st class fare however and is slapdash.

 

[Agent_c]

What is perceived as "good customer service" today becomes tomorrow's "bad customer service/Bloody jobsworth" tomorrow.

Good customer service isn't necessarily giving the customer what they want (if it's unreasonable, impossible, etc), or more than they paid for. A customer who is "let off" in first class today may try it tomorrow.

Good customer service is polite, helps the customer secure their aim, and ensures they are treated fairly - and in that l include consistentcy with other customers.

If a passenger was distressed or moving them would be an obvious difficulty (limited mobility) then I can perhaps see an argument to leave them where they are - provided that the expectation is set that this is a one time thing, and how to find the right spot next time. Otherwise they should politely be informed that they're in the wrong spot and given the option of moving or upgrading.

Of course, if the customer then fails the attitude test, I'm all for UFN/Prosecution/DeTraining.

 

[Robertj21a]

Sounded like good customers service to me.

The article I read said that she did NOT push her luck with a free meal.

 

[theironroad]

Sounded like good customers service to me.

The article I read said that she did NOT push her luck with a free meal.

i cant find a link as the metro newspaper website bears little resemblance to the printed version, but im pretty sure she said she did have a meal.