Station Assistance with no Staff

[Butts]

If you were waiting at say Alnmouth for the last Train of the night to Edinburgh and it didn't turn up what could you do ?

Last time I was there the indicator board was not working nor the information "tardis"

East Coast would sort you out if you were in Newcastle or York or other manned station.

Even assuming the communication help point was working and you could speak to someone what would they do ??

This applies to more stations than just Alnmouth - is there a set procedure in these circumstances.

TOC's should know if passengers are waiting if they have a reservation for the cancelled service.

Just curious

 

[DJCC]

I imagine if they were at fault they'd tell you to take a taxi and send them the bill!

 

[michael769]

Scotrail usually send a taxi out to the quieter stations where it is not worth arranging a bus.

 

[Butts]

Scotrail usually send a taxi out to the quieter stations where it is not worth arranging a bus.

I wonder if East Coast would do that for Alnmouth ?

 

[wintonian]

I imagine if they were at fault they'd tell you to take a taxi and send them the bill!

and if you don't have the money for a taxi?

Additionally it has been my experience getting hold of these self employed taxis that operate around the smaller shacks isn't easy at the best of times let alone around midnight when they are most likely tucked up in bed.

 

[Butts]

and if you don't have the money for a taxi?

Additionally it has been my experience getting hold of these self employed taxis that operate around the smaller shacks isn't easy at the best of times let alone around midnight when they are most likely tucked up in bed.

Good point there, a taxi from Alnmouth to Edinburgh would be into the hundreds....thats if you could find one - has anyone any direct experience of such a situation ?

 

[Eagle]

I wonder if East Coast would do that for Alnmouth ?

Bearing in mind Alnmouth is managed by Northern, so one might have to go through them.

 

[wintonian]

Good point there, a taxi from Alnmouth to Edinburgh would be into the hundreds....thats if you could find one - has anyone any direct experience of such a situation ?

Not quite a small unstaffed 1TPD shack but:

I was on my way back from Exeter St Davids on Wales & West (or it might have been Wessex then) a few yonks ago, I can't remember what exactly happened but train was late and guard advised me to get off at Temple Meads and they would sort something out.

I think I was supposed to get off at Temple Meads and change there for a Southampton train but had now missed the connection.

Any way I found some one at Temple Meads who told get back on and they would and change at reading or they would help me there if I could not get back.

By the time I had got back to the platform the train was leaving, so I went and spoke again to the member of staff again who now refused to help as I should have stayed on the train and it was my fault for getting off it and it was of no consequence that I had been advised by the guard alight and seek help there.

Now having no way to get home that night and certainly no money for a taxi hotel room I phoned National Rail Enquires (who were in those days very helpful on there 0345 number) who put me through to the (whatever it was called) department that deal with these things, they then contacted the station manager, who was lees than happy after finding me and put me in a taxi back to Bournemouth.

Anyway the taxi driver was more than happy to drive me back to Bounemouth and leave the meter running whilst sharing his tea with me parked up in a lay-by half way there.

Edit: 2000 I think was the year.

 

[Butts]

Not quite a small unstaffed 1TPD shack but:

I was on my way back from Exeter St Davids on Wales & West (or it might have been Wessex then) a few yonks ago, I can't remember what exactly happened but train was late and guard advised me to get off at Temple Meads and they would sort something out.

I think I was supposed to get off at Temple Meads and change there for a Southampton train but had now missed the connection.

Any way I found some one at Temple Meads who told get back on and they would and change at reading or they would help me there if I could not get back.

By the time I had got back to the platform the train was leaving, so I went and spoke again to the member of staff again who now refused to help as I should have stayed on the train and it was my fault for getting off it and it was of no consequence that I had been advised by the guard alight and seek help there.

Now having no way to get home that night and certainly no money for a taxi hotel room I phoned National Rail Enquires (who were in those days very helpful on there 0345 number) who put me through to the (whatever it was called) department that deal with these things, they then contacted the station manager, who was lees than happy after finding me and put me in a taxi back to Bournemouth.

Anyway the taxi driver was more than happy to drive me back to Bounemouth and leave the meter running whilst sharing his tea with me parked up in a lay-by half way there.

Edit: 2000 I think was the year.

Blimey you'd be lucky to get a Bicycle these days

 

[Yew]

Blimey you'd be lucky to get a Bicycle these days

I dunno, after a rail replacement bus from Nottingham to Lincoln was full, EMT sheelled out for a taxi for me

 

[Butts]

I dunno, after a rail replacement bus from Nottingham to Lincoln was full, EMT sheelled out for a taxi for me

That was a good bus to miss

 

[ukrob]

and if you don't have the money for a taxi?

Additionally it has been my experience getting hold of these self employed taxis that operate around the smaller shacks isn't easy at the best of times let alone around midnight when they are most likely tucked up in bed.

It should be paid by the TOCs account with a taxi firm, not by the stuck passenger.

 

[michael769]

If it is not practical or economic to provide transport they should arrange accommodation overnight and onwards rail travel in the morning.

 

[wintonian]

It should be paid by the TOCs account with a taxi firm, not by the stuck passenger.

Agreed, but the original post I was replying to was:

I imagine if they were at fault they'd tell you to take a taxi and send them the bill!

 

[yorkie]

If you were waiting at say Alnmouth for the last Train of the night to Edinburgh and it didn't turn up what could you do ?

Use the help point.

Even assuming the communication help point was working and you could speak to someone what would they do ??

Provide information about the train/replacement bus/taxi that has been organised (delete as appropriate).

 

[Butts]

Use the help point.


Provide information about the train/replacement bus/taxi that has been organised (delete as appropriate).

Indeed as I have mentioned before the last three times I have been to Alnmouth the Help Point has been out of order / not commissioned and the Indicator Boards don't work

 

[p123]

Ha, unmaned stations! I've been abandoned by CrossCountry at Glasgow Central before...

 

[Butts]

Ha, unmaned stations! I've been abandoned by CrossCountry at Glasgow Central before...

Care to expand on that so we can revel in your misery

 

[p123]

Well I was on the last train of the day to Edinburgh (one of those bargain XC only tickets) and they turned the train back at Motherwell.

No XC staff were available in the station, and ScotRail sent me to the main (Virgin) ticket office. Virgin explained that they could not do anything and that they had no way of contacting anyone from XC.

Their customer services were also closed at that time of night.

I was sent back to see ScotRail who very kindly put me on one of their services to Edinburgh.

When I wrote to XC they didn't really seem to care about the fact I was abandoned in Glasgow. All I got was a letter staring there had been overhead wire problems and they'd turned the train round early (which I already knew, although if I'd known it earlier I could easily have made it to Motherwell...)

So, revel away!

 

[Butts]

Well I was on the last train of the day to Edinburgh (one of those bargain XC only tickets) and they turned the train back at Motherwell.

No XC staff were available in the station, and ScotRail sent me to the main (Virgin) ticket office. Virgin explained that they could not do anything and that they had no way of contacting anyone from XC.

Their customer services were also closed at that time of night.

I was sent back to see ScotRail who very kindly put me on one of their services to Edinburgh.

When I wrote to XC they didn't really seem to care about the fact I was abandoned in Glasgow. All I got was a letter staring there had been overhead wire problems and they'd turned the train round early (which I already knew, although if I'd known it earlier I could easily have made it to Motherwell...)

So, revel away!

Hmm.... this is a potential danger with travelling XC who don't have any Stations of their own and few "staff on the ground"

Should all TOC's have an emergency contact no manned to alleviate these sort of problems ???

 

[p123]

Hmm.... this is a potential danger with travelling XC who don't have any Stations of their own and few "staff on the ground"

Should all TOC's have an emergency contact no manned to alleviate these sort of problems ???

Well, I understand that XC have a very large network and having staff to contact at all stations at all hours would push up costs and result in higher fares for us, which none of us want.

However, what irritates me is that XC control would have known the train was turning back at Motherwell, and could easily have called someone (anyone!) at Glasgow Central to relay information to SR/VT staff (or, even an announcement would have been nice) to arrange for ticket acceptance. But they didn't do this, nor did they give a hoot when I wrote to them about it.

I don't mind having to stand when it's busy, these things happen. I don't mind delays, these things happen. I don't mind dirty trains, unavoidable accidents happen. But abandoning someone completely when an inter-city journey is supposed to take place - unacceptable. Completely so. If it were a disabled person, or a pensioner, I'd like to think some sort of help would have been available for them at Glasgow Central that night.

I'll shhhh now.

 

[Butts]

Well, I understand that XC have a very large network and having staff to contact at all stations at all hours would push up costs and result in higher fares for us, which none of us want.

However, what irritates me is that XC control would have known the train was turning back at Motherwell, and could easily have called someone (anyone!) at Glasgow Central to relay information to SR/VT staff (or, even an announcement would have been nice) to arrange for ticket acceptance. But they didn't do this, nor did they give a hoot when I wrote to them about it.

I don't mind having to stand when it's busy, these things happen. I don't mind delays, these things happen. I don't mind dirty trains, unavoidable accidents happen. But abandoning someone completely when an inter-city journey is supposed to take place - unacceptable. Completely so. If it were a disabled person, or a pensioner, I'd like to think some sort of help would have been available for them at Glasgow Central that night.

I'll shhhh now.

Which perfectly illustrates the need for the emergency contact number

 

[michael769]

If it were a disabled person, or a pensioner, I'd like to think some sort of help would have been available for them at Glasgow Central that night.

Correct me if I am wrong but aren't TOCs required by the NCoC to assist passengers "abandoned" by other TOCs?

 

[bluenoxid]

Indeed as I have mentioned before the last three times I have been to Alnmouth the Help Point has been out of order / not commissioned and the Indicator Boards don't work

Have you reported it? Have you informed the local councillors and MP?

 

[Butts]

Have you reported it? Have you informed the local councillors and MP?

As I live in Falkirk it is not that big an issue to me. I believe Northern Rail are responsible for the upkeep of the Station.

Were I using it on a more regular basis I may have been inclined to bring the matter to the attention of the appropriate authorities.

It may well be in operation by now - has anyone been their in the last week or so and noticed ?

 

[tsr]

If the Information button isn't working, you have been abandoned at an unmanned station with no onward transport arrangements and nowhere to go, and you feel that this could be unsafe, you could probably claim that you genuinely need to push the Emergency button, and if this isn't working, this would be somewhat shocking, and probably illegal!

 

[p123]

Correct me if I am wrong but aren't TOCs required by the NCoC to assist passengers "abandoned" by other TOCs?

Hmm, I'll need to look that up.

It didn't appear to be the case from what I was told by VT or SR that night.

 

[michael769]

Hmm, I'll need to look that up.

It didn't appear to be the case from what I was told by VT or SR that night.

They told you wrong:

43. Help from Train Companies if you are stranded
If disruption caused by circumstances within the control of a Train Company or a Rail
Service Company leaves you stranded before you have reached your destination printed
on or stored on your ticket, and the Train Company whose trains you are entitled to use
is unable to get you to that destination by other means, any Train Company which is in a
position to help will, if it reasonably can, either arrange to get you to that destination, or
provide overnight accommodation for you.

 

[p123]

Thanks for letting me know about that!

I'll bear it in mind for next time. However, I do hope there shall not be a next time!

 

[Roverman]

@ Wintonian

Similar thing happened to my Dad, he got stranded at Victoria just after the last train had gone to Sussex, he went to the office and explained his predicament, as a serving Fire Officer he had to be back in Sussex (preferably awake and at his desk lol) by 9am or face a disciplinary, ironically he'd been away on FB business but thats academic.

A cup of tea and a telephone was given to him, he rang me to let me know he was ok and would be home soon (I was 17 and not overly bothered!) a taxi then appeared and said 'Where to guv its on Virgin' and he was driven to his front door in West Sussex. The meter read £197 when he finally got home although the driver said he wouldn't get that!

Ferry companies don't seem to be as generous. My nan came back from Jersey once and found she was in Weymouth and not Portsmouth, luckily she'd taken her car this time and not been a foot passenger as they were basically told to lump it and get a coach back to Portsmouth!