Positive feedback on EMT

[Bungle]

Hi, just a quick question, particularly aimed at the train staff among you.

I was on my way from Chesterfield to Gatwick to catch a flight today and as we left Derby, I received a text message telling me the flight had been cancelled due to bad weather. As I work abroad and was due to be in work at 5:15am the next day, I didn't have the time to get all the way to Gatwick and start dealing with it - I managed to get through to my wife who booked me a different flight from Luton.

I was travelling on an Advance 1st ticket to London and went to seek out the train manager, to ask if he would endorse my ticket so that I could get off at Leicester without being penalised by the barrier staff, go and buy a new ticket and jump on the slow train behind to go to Luton instead. Even better than that, he simply endorsed it for me to travel all the way to Luton on the original ticket. He was absolutely understanding about it and it saved me a pile of stress and aggravation, plus of course money.

EMT are often berated on these pages for their customer service and their Facebook page is no different, so it would be nice to redress the balance somewhat and provide some positive feedback where it is due. I work for an airline and it is always heartening when our customers tell us when we have done a good job and made their day. I would not, however, want to get the TM in trouble with his superiors - I would hate to send them feedback praising him for his help, only for him to get hauled in for a chat without tea and biscuits to ask why he didn't charge me for a new ticket to Luton and just let me off with it.

Any thoughts from the customer-facing rail staff here? I know train staff are allowed to show discretion, but is it viewed badly by the company or am I generally ok to go ahead and send them a quick thank you to pass on to him?

 

[Bald Rick]

Presumably the airline was equally magnaminous in allowing you on to the alternative flight for free?

 

[Bungle]

Not sure what that has got to do with it, but for what it's worth I had to pay initially as it was a separate booking and I got a refund for the original flight. Didn't have time to start investigating transferring one booking to the other as I needed it done in a window of about 10 minutes before the train arrived at Leicester and I had to make a decision to stay on or get off (and if the latter, then go and speak to the TM as well.) The 80 quid difference between the two flight tickets is something I will be dealing with over the coming days...

 

[Bald Rick]

Sorry - I should have been less snarky.

Great that EMT did this. Although they didn't have to, my view is that this should be the default approach in such situations.

My point is that train companies can be pretty good in this sort of situation, or indeed getting passengers on to other companies' services at no charge in the event of delays and cancellations. However airlines are less accommodating, even in a situation like this where the airline cancels and you need to transfer to a flight from a different airport to the same destination. Even with the same airline. Let alone if you have to use another airline!

 

[trentside]

Don't worry about getting the Train Manager in to trouble, Bungle. East Midlands Trains like this sort of thing, as they've embarked on a 'customer focus' approach in recent months, with all sorts of courses and things for onboard staff.

Send in your thanks, and hopefully it will get passed on

 

[Moonshot]

Don't worry about getting the Train Manager in to trouble, Bungle. East Midlands Trains like this sort of thing, as they've embarked on a 'customer focus' approach in recent months, with all sorts of courses and things for onboard staff.

Send in your thanks, and hopefully it will get passed on

I concur with this.....some positive feedback would be great for an industry which gets more than its fair share of criticism.

I note with interest the fact that an airline text you and gave you information which enabled you to make alternative arrangements to achieve your travel needs.....I was having a discussion only yesterday about a strikingly similar scenario for rail passengers on this forum.

 

[edwin_m]

One day last year I found to my horror that I had inadvertently boarded a Manchester-Nottingham train an hour ahead of the one on my Advance ticket. But the Train Manager was very understanding and told me there would be no problem using it. I was a bit worried when someone else came down checking tickets after Sheffield but I mentioned to him his colleague's words and he also allowed me to continue my journey without having to buy a new ticket.

 

[Qwerty133]

One day last year I found to my horror that I had inadvertently boarded a Manchester-Nottingham train an hour ahead of the one on my Advance ticket. But the Train Manager was very understanding and told me there would be no problem using it. I was a bit worried when someone else came down checking tickets after Sheffield but I mentioned to him his colleague's words and he also allowed me to continue my journey without having to buy a new ticket.

isn't it Senior Conductors not TMs on that line

 

[David Barrett]

isn't it Senior Conductors not TMs on that line

That wouldn't make much difference to me, I still think in terms of Guards and TTIs.

 

[edwin_m]

isn't it Senior Conductors not TMs on that line

Maybe so - to be honest I wasn't paying too much attention to the job title.