Passenger rage???

[SS4]

It does seem very unusual to point this out on a public forum which anyone can see. As long as it stays in the staff room it can be a form of staff bonding and since nobody else knows nobody else is hurt.

I've no doubt some/many* passengers are a sandwich short of a picnic but you never admit it!

* delete as appropriate

 

[jon0844]

There's a difference between nasty customers and those who simply seek reassurance.

The thing is, people who aren't trusting of technology will want to speak to a 'real person' and people who know rather too much about technology will probably also want to speak to a real person!!

And the screens on the 317s are terrible on both NXEA and FCC.. Goodness knows who made them but loads of them are glitching terribly. It's easy to see trains with nothing more than weird animations and corruption instead of text. I can only imagine they're being fried by poor electrics, going by how many lights are usually out on them too.

Do they suffer from electrical spikes a lot?

 

[mike1990]

People just need reassurance sometimes and I'm always happy to give it to them, it can be an expensive mistake if you end up on the wrong train, or cost you a lot of time if it's an express service not calling at many stops.

 

[ungreat]

Wait one minute... we have staff on here unhappy with complaints from passengers when paying customers are dissatisfied with the manners and attitudes of staff; yet you make a comment like this without any provocation or providing any reasoning for it? Complaints about generalisation of staff attitudes, yet you do exactly the same thing with managers. Hardly a fair comment.

I disagree....most rail managers have no clue.At all.A lot of passengers are in it for a claim.

Unless(and I suspect you are some sort of manager with some company,judging by your posts)you work at ground level you cannot imagine the amount of pea brained questions you get asked.A common one at Kings Cross is "Where is platform 7" when they stood on platform 8.....go one,have a guess..would "Next to this one" be a clue?
A favourite for me is "Is this the Peterbororough train?"

"Yes it is"

"Ah..does it stop at Hitchin?"

"No"

"But you said it was for Peterborough..."

"It is"

"But it doesn't stop at Hitchin...."

"No"

"Then how can it go to Peterborough?"

"Simple.It passes Hitchin en route.Wouldn't it be better to ask if it stops where you want to go,as opposed to where it terminates?"

"Yes it would.Good point"

Jesus H Christ.....

 

[RichmondCommu]

I disagree....most rail managers have no clue.At all.A lot of passengers are in it for a claim.

Unless(and I suspect you are some sort of manager with some company,judging by your posts)you work at ground level you cannot imagine the amount of pea brained questions you get asked.A common one at Kings Cross is "Where is platform 7" when they stood on platform 8.....go one,have a guess..would "Next to this one" be a clue?
A favourite for me is "Is this the Peterbororough train?"

"Yes it is"

"Ah..does it stop at Hitchin?"

"No"

"But you said it was for Peterborough..."

"It is"

"But it doesn't stop at Hitchin...."

"No"

"Then how can it go to Peterborough?"

"Simple.It passes Hitchin en route.Wouldn't it be better to ask if it stops where you want to go,as opposed to where it terminates?"

"Yes it would.Good point"

Jesus H Christ.....

Without those pea brained passengers you would not have a job. Record numbers are choosing to travel by rail at the moment ; why not make them feel welcome? I'm sorry that you think fare paying passengers are a hindrance.

 

[ANorthernGuard]

I do get asked extraordinary dumb questions occasionally and there is always the joke about passengers brains shutting down when they reach a railway station....However we are paid professionals who should be acting professionally at all times, yes some passengers (a small minority) refuse to engage brain, it happens (probably the same in every industry), ALL passengers (except abusive/threatening/violent) need to be treated with respect, maybe if some people on here look at them with total disdain its time to find another job? all my working career I have worked serving or helping people, yes some you would like to throttle BUT they are in an extreme minority, to all people who work passenger facing liker myself, treat people with respect and you will get it back, look down on people you will get something back..but it won't be respect!

 

[1V53]

Right, same question, two ways of dealing with it:

Customer: Where's this train going to?
Staff: Birmingham
Customer: Does it stop at Wrexham?
Staff: no it goes through Crewe
Customer: so how do I get to Wrexham?
Staff: you want the Birmingham train on platform 2
Customer: but this is a Birmingham train too?
Staff: yes but it goes a different way
Etc etc

However, the best response is this:

Customer: is this the Birmingham train?
Staff: where do you want to go to?
Customer: Wrexham
Staff: you need the train on platform 2 at 2128, just over the bridge.

Which is simpler? You need to find out where they are going as where your train is going is probably completely irrelevant to them anyway.

A little bit of psychology goes a long way.

 

[jon0844]

It does make more sense to ask for a train going where you want, as against its final destination, but I have asked staff who don't know the stopping patterns and would only be able to tell you where the nn:nn to Y is; and you'll need to know it's the right train for you.

So, if people have experienced that before, I can see why they just ask by its destination - and can perhaps not realise that a train to somewhere may go a different route.

 

[t0ffeeman]

At Euston last week a guy came up to me and asked whether this was the train to Cambridge. I replied that the last train was 0007 at Kings X, by now it was 2352. The guy then tried to get on a 378 to Watford. Whilst trying not to be too blunt with him I was really trying to hurry him along to KX so he could get home. However he persisted to ask every question under the sun. Why can I not get to Cambridge from here? Where is KX? and when he left he didn't leave in a hurry.
My money is that he ended up at St Pancras.

I always remember someone asking me on a 313 at KX, platform 11. Is this the train to Leeds.

However I was hurled with abuse when leaving the cab at Willesden J having driven from Stratford. The passenger accused me of not stopping at Harlesden where he wanted to get off. When I explained that I hadn't he wouldn't take no word for an answer.

 

[Greenback]

Right, same question, two ways of dealing with it:

Customer: Where's this train going to?
Staff: Birmingham
Customer: Does it stop at Wrexham?
Staff: no it goes through Crewe
Customer: so how do I get to Wrexham?
Staff: you want the Birmingham train on platform 2
Customer: but this is a Birmingham train too?
Staff: yes but it goes a different way
Etc etc

However, the best response is this:

Customer: is this the Birmingham train?
Staff: where do you want to go to?
Customer: Wrexham
Staff: you need the train on platform 2 at 2128, just over the bridge.

Which is simpler? You need to find out where they are going as where your train is going is probably completely irrelevant to them anyway.

A little bit of psychology goes a long way.

You are quite correct! If a member of staff provides one word answers to such questions it's inviting more questions. For example,

'Is this the Peterborough train?'
'Yes, but it stops at every lamp post on the way'

or

'Yes, it's the fast train, non stop'

are better answers than just 'Yes it is'

 

[ungreat]

Without those pea brained passengers you would not have a job. Record numbers are choosing to travel by rail at the moment ; why not make them feel welcome? I'm sorry that you think fare paying passengers are a hindrance.

Where did I say I didnt make them feel welcome? Where?

Where did I say they were a hinderance eh? Show me! I happen to be glad to work on the railway,for the record and go out of my way to help...Still pea brained questions though.

Pea brained questions are pea brained questions,whoever they come from. I am always polite and courteous to passengers.

Don't assume.You don't know me.

 

[1V53]

Where did I say I didnt make them feel welcome? Where?

Where did I say they were a hinderance eh? Show me! I happen to be glad to work on the railway,for the record and go out of my way to help...Still pea brained questions though.

Pea brained questions are pea brained questions,whoever they come from. I am always polite and courteous to passengers.

Don't assume.You don't know me.

Don't feed the troll

 

[syorksdeano]

I got a sarcastic one the other day when I enquired if this was the train for Sheffield. He just replied "well what does it say on that screen above me? I believe it says Sheffield"............his face was a picture when I read the screen word for word "THIS TRAIN IS NOT FOR PASSENGER USE"

 

[Flamingo]

I'm sorry but this is frankly shameful. They may seem stupid or thick to you but they pay your wages. You may think that they don't deserve your respect but without them you wouldn't have a job.

OK, I'm going to bite.

The "I pay your wages" line is in my experience only ever trotted out by some arrogant moron who is using it as an excuse to be as rude and disrespectful as they can be to someone in uniform because they think they can get away with it.

My usual reply to them is "So what, I pay your benefits".

When it is said to to me on board one of my trains, it is invariably followed by the person either paying me money as their ticket is incorrect, leaving the train at the next stop (whether it was their destination or not), or moving out of first class on their standard class ticket. Which in itself shows what type of people use the line - fare dodgers and troublemakers.


Getting back on-thread, I never mind a passenger asking me where the train is going to - apart from anything else, it is easier than listening to them if they have got on the wrong train. It's when they say "Are you sure?" when you give them the answer (or in one case "Why not?" when I told them it wasn't going to where they wanted) that one thinks "If you don't believe me, why did you ask me :roll:". However, I would be too professional to say that.

 

[Greenback]

Everyone's wages are paid by someone else, whether it is a customer or taxpayer. It so rude and disrepsectful to say something like that to anyone.

I found it was used by a (minority) of commuters, whose attitude was that because they paid their money up front it should allow them to acquire god like status amongst the staff.

I think that there are a minority of staff who are unhelpful, and a minority of passengers who are arrogant.

 

[fairysdad]

I got a sarcastic one the other day when I enquired if this was the train for Sheffield. He just replied "well what does it say on that screen above me? I believe it says Sheffield"............his face was a picture when I read the screen word for word "THIS TRAIN IS NOT FOR PASSENGER USE"

A bus story rather than a train one... years ago was at Barnstaple bus station to head my way back to South Molton where I lived at the time. I asked the driver if it was the South Molton bus, to which he replied 'Well, what does my destination board say?' 'Well, Barnstaple,' replies I. To which he replied 'Oh crap, I haven't changed it yet...'

 

[gedj2]

working in a customer service centre I can see the arguement from both sides, I take inbound calls from customers with general account queries and I also take specialist complaints hotline calls and have delat with calls were the customers coming on shouting and screaming and everything is my fault, I tend to let them have their rant because I some point they have to stop to draw breath, at that point I would say "ok, firstly let me apologise for the experience you've had so far and secondly, lets see if we can get this sorted for you". On the flip side I've had customers who when you look at the mess we've made of their account you'd expect then to be going mental but they are like "oh well these things happen". I have also seen advisors who have shouted at customers and I've given then them guidance on how to deal with an irate customer. While I accept customers can ask the obvious what I try to remember is that I am a customer to other companies and I always try to treat my customers they way that I would hope I would be treated, respect, courtesy, and with a smile on my face. This is just the way I see things.

 

[Greenback]

While I accept customers can ask the obvious what I try to remember is that I am a customer to other companies and I always try to treat my customers they way that I would hope I would be treated, respect, courtesy, and with a smile on my face. This is just the way I see things.

You are spot on there! You have the right attitude to working in customer services!

 

[di3nohab]

I am not suprised that people ask on-train staff for confirmation of where the train is going - you have to remember that there has been a lot of publicity about passengers being charged huge sums of money for being on the wrong train etc. so I think it's not surprising that people want to make sure.

I have also had experience on many occasions where the information screens have been incorrect.

 

[CliveJones]

Yes the CIS is rubbish. I have no problem with customers asking me for information even obvious things - it beats sitting there staring out the window. In fact, I encourage customers too because it sure beats dealing with the mess of missed trains (because yet again the CIS has decided a train is cancelled when its perfectly on time) or angry customers waiting for an advertised train that is never going to get here.

However there is a big difference between acting in a professional capacity and poking fun at customers on a forum on the internet and having a laugh about even if I know why they do it some questions are still funny....like the outrage by a certain one or two on this thread.

Yes customers are our bread and butter which is why they should be treated with respect (so long as they themselves treat us with respect) face to face in the professional role.

Thats a big contextual difference to here where mostly anonymous people are talking about other anonymous unidentifiable customers and having a joke about it. Big deal.

 

[Flamingo]

Yes the CIS is rubbish. I have no problem with customers asking me for information even obvious things - it beats sitting there staring out the window. In fact, I encourage customers too because it sure beats dealing with the mess of missed trains (because yet again the CIS has decided a train is cancelled when its perfectly on time) or angry customers waiting for an advertised train that is never going to get here.

However there is a big difference between acting in a professional capacity and poking fun at customers on a forum on the internet and having a laugh about even if I know why they do it some questions are still funny....like the outrage by a certain one or two on this thread.

Yes customers are our bread and butter which is why they should be treated with respect (so long as they themselves treat us with respect) face to face in the professional role.

Thats a big contextual difference to here where mostly anonymous people are talking about other anonymous unidentifiable customers and having a joke about it. Big deal.

Well put

 

[RichmondCommu]

Yes the CIS is rubbish. I have no problem with customers asking me for information even obvious things - it beats sitting there staring out the window. In fact, I encourage customers too because it sure beats dealing with the mess of missed trains (because yet again the CIS has decided a train is cancelled when its perfectly on time) or angry customers waiting for an advertised train that is never going to get here.

However there is a big difference between acting in a professional capacity and poking fun at customers on a forum on the internet and having a laugh about even if I know why they do it some questions are still funny....like the outrage by a certain one or two on this thread.

Yes customers are our bread and butter which is why they should be treated with respect (so long as they themselves treat us with respect) face to face in the professional role.

Thats a big contextual difference to here where mostly anonymous people are talking about other anonymous unidentifiable customers and having a joke about it. Big deal.

Fair do's. The point is what is obvious to employees of a TOC are not always obvious to a passenger who may only travel two or three times a year. You are experts in the railway industry ; they are not!

To quote what has already been said on this thread a customer may look at a class 313 at Kings Cross and ask whether that is the train to Newcastle. Given that they have no idea about the different types of train surely that is a more than a reasonable question?

The same goes for platform numbering. The passenger maybe be told that they are on platform 6 but how are they to know whether the platform next to them is 5 or 7? You know what the answer is but if the passenger has visited the station for the first time they may not.

As a commuter in the SE i know damn well that South West Trains take the **** out of me and thousands others because they know that i have no choice but to use the train. However it would be nice to think that staff at the sharp end didn't do the same!

As an aside i also use Virgin Trains and East Midlands Trains on a regular basis (up to twice a month) and their customer service standards are excellent.

 

[ungreat]

The same goes for platform numbering. The passenger maybe be told that they are on platform 6 but how are they to know whether the platform next to them is 5 or 7? You know what the answer is but if the passenger has visited the station for the first time they may not.

.

Sorry but I have to pull you up there....simple logic would dictate that either side of platform 6 would be 5 and 7.Even better still would be to look up a few feet.Theres usually a platform number board!

A great number of people these days simply cannot be arsed to even look where they are,and rely on staff to do it for them..now,while I'm happy to do that,is it not unreasonable for said people to at least be aware of their surroundings and not be mollycoddled everywhere they go?

 

[Greenback]

Simple logic is not always correct. It could be a bay at the end of a platform. Also, the logic of the numbering at Birstol Temple Meads has always defeated me, even though I've been using the station for over twenty years.

 

[CliveJones]

Given that they have no idea about the different types of train surely that is a more than a reasonable question?

Well I'm not sure why your asking me exactly, I would have thought it was obvious from the post you quoted that I would certainly consider it a reasonable question?!

My point is that there is nothing stopping reasonable questions being turned into an amusing anecdote to tell colleges. It passes the day and keeps spirits up. Nothing is meant by it.

how are they to know whether the platform next to them is 5 or 7?

This is probably not the best argument you could have produced there.

Comparisons about customer service etc

I assure you that anyone will turn your questions into funny stories if its possible to so regardless of the TOC.
If they are laughing in your face then yes, that's bad customer service.

As I said before, random people talking about random unidentifiable event on a message-board is not a personal attack on you as a customer. There is a big difference between the two contexts.

I can only reiterate that I answer all questions from customers with respect (unless they are abusive ones of course!). Regardless of how a greatly embellished version might be related at a later date

EDIT: Except on one occasion when a customer asked if "the advance ticket has to be bought in advance". I did burst out laughing then, and it was wrong and unprofessional. But I'm human

 

[AlterEgo]

Sorry but I have to pull you up there....simple logic would dictate that either side of platform 6 would be 5 and 7.Even better still would be to look up a few feet.Theres usually a platform number board!

A great number of people these days simply cannot be arsed to even look where they are,and rely on staff to do it for them..now,while I'm happy to do that,is it not unreasonable for said people to at least be aware of their surroundings and not be mollycoddled everywhere they go?

That said, I catch the 16:30 from Birmingham New Street every day from Platform 5, and you'd be surprised how many people I see who struggle to locate Platform 4c.

If you're in a rush, stressed, a newbie traveller, or just plain silly....then it's not always so simple.

 

[Flamingo]

And how the hell do you find platform 9 3/4 if you don't know where to look...

 

[SS4]

That said, I catch the 16:30 from Birmingham New Street every day from Platform 5, and you'd be surprised how many people I see who struggle to locate Platform 4c.

If you're in a rush, stressed, a newbie traveller, or just plain silly....then it's not always so simple.

4C is easily the hardest platform to find though, especially given that's it's essentially a new platform rather than a subset of platform 4.

It can't be as bad as the person who asked where platform 9a was (I was on 8a)

 

[CliveJones]

And how the hell do you find platform 9 3/4 if you don't know where to look...

This is an on going issue:

Passenger group condemn London TOC
By Daily Mail 'Reporter'

Watchdog Passenger Focus last night lambasted London Train Operator Hogwarts Express for its old stock, frequent delays and poor facilities.

Passenger Focus spokesperson Cam Payne told us "Customers that use Hogwarts have complained about consistent poor service.

All H.E trains leave from a make-shift platform which was opened 14 years ago on a 'temporary' bases at Kings Cross. Access actually requires passengers to require a 'runup' making it impossible for the elderly and disabled users.

The rolling stock used is over 70 years old, making it the oldest train being operated by a mainline railway and it is just not good enough."

Other complaints presented in the report include frequent delays and cancellations due to the 'wrong sort of magic' on the line.

Hogwarts is operated by some foreign company, with probable links to Al Qaeda.

Passenger Focus will now make a report directly to the Minster for Choochoo, Theresa Villiers.

 

[RichmondCommu]

Sorry but I have to pull you up there....simple logic would dictate that either side of platform 6 would be 5 and 7.Even better still would be to look up a few feet.Theres usually a platform number board!

A great number of people these days simply cannot be arsed to even look where they are,and rely on staff to do it for them..now,while I'm happy to do that,is it not unreasonable for said people to at least be aware of their surroundings and not be mollycoddled everywhere they go?

Yes but which is it, 5 or 7? Your employer pay's you to help passengers navigate their way round the station to ensure that they board the right train, amongst other things. Why should they be arsed? At the end of the day its your job to help them. In addition, usually doesn't guarantee that there will be one.