Refusal to Travel

[trentside]

On a Sunday as far as i'm aware, the section of the Joint line from Lincoln to Sleaford is open as usual. Sure it's just the section from Sleaford to Werrington thats closed.

Yes, you're right on this. There's plenty of engineering trains heading that way on a Sunday at the moment for the Joint Line improvement works.

I hope you receive a reply soon, Loco Fitter - if not, I'd be chasing it up!

 

[185]

Be persistent, but if they still ignore you, as a last resort try:

Office of Rail Regulation
One Kemble Street
London
WC2B 4AN

 

[westcoaster]

I've only experienced something like this once before, basically a large group had advised they were travelling on service a from stop c, unfortunatly that service was full and standing, as it was an hourly service they could not board, so it was arranged that service 2 would leave space so the group could be guarenteed to board. I'm not saying that is what happened here but just a jist of what could happen.

 

[Smudger105e]

I agree that it could have been the scenario, but the train was not full and standing, the Conductor would not let anyone stand at all.

I have received the following communication from EMT:



Dear ***** *****

Thank you for your email of 29 October 2012. I am sorry for the problems
you experienced with the service provided by East Midlands Trains.

So that I can authorise compensation, I need the original tickets for our
auditing process. They can be sent to our Freepost address:

Freepost ****-****-****
Customer Relations
East Midlands Trains
Nottingham
NG2 3DQ

It will really help us if you quote the above reference number plus your
full postal address.

Kind regards

Now, the problem I have is that both my wife and I were travelling on our safeguarded passes. What would the the best wording of any reply?

 

[island]

A reply with a photocopy of the passes, I expect.

 

[Urban Gateline]

A reply with a photocopy of the passes, I expect.

Although they'll probably be bemused seeing a complaint for compensation by (ex) Staff!

 

[Smudger105e]

Although they'll probably be bemused seeing a complaint for compensation by (ex) Staff!

I did think that. But I have not asked for financial reimbursement of my travelling costs. And I do only have a limited number of boxes, and this used one up. I also pay tax on my 'free' travel too.

And I am still staff, not yet retired!!

 

[talltim]

If I was in your situation I would much rather a reason for the actions taken and an apology than any sort of compensation.

 

[Gareth Marston]

If I was in your situation I would much rather a reason for the actions taken and an apology than any sort of compensation.

Most folk would like an explanation as to why whatever happened the more informed people are the less stressed they became however most TOC Customer service reply's seem to use a drop down menu of standard phrases rather than answer the question put.

 

[RJ]

Although they'll probably be bemused seeing a complaint for compensation by (ex) Staff!

I did that once after a ticket office clerk at Leicester made me miss my train. Got a voucher for £5 which was more than the value of the Priv ticket I was buying! Priv ticket users shouldn't be treated any different to those using normal tickets when it comes to compensation, it's just another railcard essentially!

 

[Smudger105e]

I have got an email from EMT, I have been offered three first class tickets to use on any EMT during the next 12 months.

 

[calc7]

I have got an email from EMT, I have been offered three first class tickets to use on any EMT during the next 12 months.

Good to hear
Being cynical - those tickets will probably be cheaper than the cost of an additional coach

 

[StoneRoad]

Did EMT offer "any" explanation for the original situation.......

 

[RJ]

Did EMT offer "any" explanation for the original situation.......

What is there for them to say?

 

[Tim R-T-C]

What is there for them to say?

That the conductor was incorrect to prevent access to the train, or that they had a specific instruction not to overload the coaches and that the conductor failed to properly inform the customers that this was the reason. Either way, there is an explanation owing. But like most customer care issues, just throw a discount at it and most people will go away happy.

 

[RJ]

That the conductor was incorrect to prevent access to the train, or that they had a specific instruction not to overload the coaches and that the conductor failed to properly inform the customers that this was the reason. Either way, there is an explanation owing. But like most customer care issues, just throw a discount at it and most people will go away happy.

What's the point? Unless you can honestly say you've never been on a train with standing passengers, you know this is not a blanket policy so there is no point in sending out a letter that some people will see as some sort of precedent.

If I had three First Class Return journeys every time a member of staff tried to prevent me boarding, or kick me off a train without a valid reason then I'd be quite happy. So far I've had sweet FA from EMT asides from Delay Repay claims and a cheque to cover an invoice I sent them once for costs incurred through having to deal with their BS!

 

[Smudger105e]

Did EMT offer "any" explanation for the original situation.......

Here is a copy of the email

Thank you for your email, being polite to customers and treating them with
respect is vital to us, so I was particularly disappointed to hear your
comments.

We are taking your complaint seriously, as the details you have provided
certainly do not reflect the values of East Midlands Trains and the
standard of service we expect all staff to provide. I have sent a copy of
your letter to the manager responsible for this member of staff. They will
discuss your feedback to ensure he understands the negative impact they've
created in this situation and ensure any appropriate training is given.

As an apology, I'd like to give you 3 complimentary tickets. To claim
these, please call us on the number below within the next 12 months,
quoting the reference number above, giving at least 10 days notice so we
can post the tickets to you. The tickets can be used in First Class for one
return journey between any stations on our route, as long as you are
travelling on an East Midlands train. For timetable information, you can
look on www.eastmidlandstrains.co.uk or call National Rail Enquiries on
08457 ** ** **.

Once again, please accept our apologies for the disappointing level of
service provided by East Midlands Trains.

Kind regards