Proactive Scotrail Guards

[overtonchris]

I've just come back from a (mainly) business trip to Scotland and I would like to comment on how attentive, friendly and helpful the Scotrail on-train staff are. I bought the SPT Roundabout ticket on a couple of occasions to do a LOT of line bashing around Glasgow, and had my ticket checked on 19 out of the 20 trains I travelled on the first day....the one that was "missed" was actually a Cross-Country service from Glasgow Central to Motherwell.

The folk that manage those trains work sooooo hard - presumably in the interest of revenue protection, as so many local stations lack TVMs etc - but do so, in my experience with excellent customer care skills. These guys must walk miles in a day as they are constantly patrolling the trains on some fairly lengthy journeys.

I've seldom had a problem with guards/ train managers (whatever the correct terminology is) with any TOC - but this pleasant experience was exceptional and a little bit unexpected. (Especially as I've got a strong Hampshire accent and it was referendum week!!!!!)

Well Done Scotrail for that.

 

[MidnightFlyer]

I will echo your thoughts, I spent 9 days in Scotland a few weeks ago and, catching about 50 or 60 trains, I can count on one hand the amount of times I wasn't checked. SR and the staff themselves should be very proud of such efforts.

 

[edwin_m]

At the risk of stirring up a hornet's nest, I would point out that most of the Strathclyde suburban network has the driver responsible for opening and closing the doors, leaving the on-train member of staff free to concentrate on ticketing and customer service. In my (rather limited) recent experience of these routes, I agree they do it very effectively.

 

[overtonchris]

At the risk of stirring up a hornet's nest, I would point out that most of the Strathclyde suburban network has the driver responsible for opening and closing the doors, leaving the on-train member of staff free to concentrate on ticketing and customer service. In my (rather limited) recent experience of these routes, I agree they do it very effectively.

I did notice this as well Edwin on SOME services...but whether your scenario as outlined OR doing the whole beastie, the ladies and gents were very professional......but I think I know where you're coming from Sir!

 

[Blindtraveler]

No matter which staff member does what, its to be hoped that whoever wins the next franchise keeps it up. I must say I have bad feelings about this given the Scottish Governments love of awarding contracts to people who will be spectacularly crap at it *cough cough Serco* and yes I know there not in for this one but the thought of NX getting there grubby hands on it again isnt a nice one!

 

[13 valleys]

It was maybe a lucky escape that the cross country guard didn't check your ticket.I don't think it is valid on their trains.I'm not 100% sure but I don't think any SPT products like a zone card or a day tripper are officially allowed on any ATOC except First Scotrail.However I think the train managers are a bit relaxed about it.

 

[Bodiddly]

Even after the barriers were commissioned in Inverness effectively cutting out any ticketless travel, the conductor will still do a ticket check on board immediately after leaving. First Scotrail is very good in employing enough staff to check tickets.

 

[bussnapperwm]

No matter which staff member does what, its to be hoped that whoever wins the next franchise keeps it up. I must say I have bad feelings about this given the Scottish Governments love of awarding contracts to people who will be spectacularly crap at it *cough cough Serco* and yes I know there not in for this one but the thought of NX getting there grubby hands on it again isnt a nice one!

What's wrong with NX? They run my local buses decently!

 

[Blindtraveler]

They had Scotrail before First won it and it wasnt much fun for many

 

[Atlantic loco]

It was maybe a lucky escape that the cross country guard didn't check your ticket.I don't think it is valid on their trains.I'm not 100% sure but I don't think any SPT products like a zone card or a day tripper are officially allowed on any ATOC except First Scotrail.However I think the train managers are a bit relaxed about it.

It is my understanding that SPT tickets are indeed valid on any trains operating withing the SPT area. This includes Virgin, Cross Country and TPE. I travel on these trains regularly with a zone card between Glasgow Central and Motherwell.

There were apparently some Virgin train managers in the early days of the franchise system who asserted that SPT tickets were not valid on their trains. However, this was quickly rebuffed and posters appeared confirming that zone cards were valid on VT.

If this situation has changed it has not been publicised.

 

[overtonchris]

It was maybe a lucky escape that the cross country guard didn't check your ticket.I don't think it is valid on their trains.I'm not 100% sure but I don't think any SPT products like a zone card or a day tripper are officially allowed on any ATOC except First Scotrail.However I think the train managers are a bit relaxed about it.

Hi Mate!! I thought the same... but the 9.00 cross-country from Glasgow to Motherwell with a Roundabout Ticket is 100% valid on that train. Checked with the Train Manager both times before I boarded....No luck involved!!!!!

 

[13 valleys]

Glad to hear that the SPT products are valid on all TOCs. The SPT literature only states Scotrail services but it doesn't actually say it's not valid on the other TOCs.

I do however know 2 people who have had hassle from a TPE conductor who was adamant that zone cards were not valid on their services. It's only recently that additional TPE services stopped at Motherwell, so it's possible that the conductor hasn't been briefed on them.

 

[yorkie]

I've just come back from a (mainly) business trip to Scotland and I would like to comment on how attentive, friendly and helpful the Scotrail on-train staff are. I bought the SPT Roundabout ticket on a couple of occasions to do a LOT of line bashing around Glasgow, and had my ticket checked on 19 out of the 20 trains I travelled on the first day...

On a roundabout? It's highly likely that the vast majority of checks were made by travelling ticket inspectors, rather than Guards! Their job is specifically to sell & check tickets, and I agree the system works very well indeed. The staff presence on these trains is far greater than, say, some SWT inner-suburban trains with non-commercial Guards.
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I do however know 2 people who have had hassle from a TPE conductor who was adamant that zone cards were not valid on their services

That's not a difficult argument to win
"Oh, does the Conditions of Carriage apply?"
"Are you familiar with them?"
"What does Condition 10 say?"

 

[overtonchris]

On a roundabout? It's highly likely that the vast majority of checks were made by travelling ticket inspectors, rather than Guards! Their job is specifically to sell & check tickets, and I agree the system works very well indeed. The staff presence on these trains is far greater than, say, some SWT inner-suburban trains with non-commercial Guards.
--- old post above --- --- new post below ---

Hi Yorkie....I guess you're right there. With Guards, Ticket Inspectors, RPIs, On-Train Managers, Customer Services Representatives etc. etc. I think I picked the wrong Job Title there. Whoever they are - they're good methinks.

 

[trentside]

I travelled on 8 ScotRail services today, and had my ticket checked on every single one.

These were a mix of services in the Edinburgh area, plus a brief foray into the SPT area.

The longest I went without being checked was Edinburgh to Airdrie - where I believe the Ticket Inspector boarded the service, or at least joined my portion of the train. I'm not sure whether they stay on the trains outside of the SPT area?

 

[Blindtraveler]

Yes they do, but as many of those workings are 2x 334 the inspecter hops btwn units