"Thank you!"

[Starmill]

Hello everyone.

The following mainly relates to Guards/Conductors/Train Managers/whatever-you-want-to-call yourself. But if anyone can draw parallels with other staff members do speak up.

If you are a one such, do many people ever thank you when they get off your train? Even if you haven't spoken to them at any other point and have done literally nothing but your job of working the train for them, which is basically a service they pay for and something you are paid to do, from a cold-hearted point of view? I'd guess its more common if you have helped them in some way or spoken to them at some point on the journey at least.

Would you like people to? Of course the whole train can't come up and shake your hand before you leave; that could distract you.

As a passenger, do you ever do this? Is it appropriate or worth your time? A way to stand out, wake both of you up from the monotony of commuting and inject a bit of humanity and character into the same-old same-old?

Obviously, its rather different getting off at the back of a pacer where the guard has just opened the door 'for you' (even though that's not technically the case, its just because there isn't a cab door!) to getting off an 11 coach Pendolino somewhere and thinking 'Right where is the TM so I can give them a wave?'. In the former case I'd draw a comparison with a bus driver, to whom I would always say 'Cheers' or something by default - i.e. unless they are totally miserable or something (apparently those of you in London may not get this, because they don't like you getting off at the front door?).

My own experience, it seems more common in some places than others - broadly as I've suggested, when you are getting off at the local door. When I was doing the Valley Lines it seemed appropriate to at least smile and nod whenever I got off. However, in all the years I've been getting off at Mauldeth Road (a Northern station in South Manchester, usually worked by a 323) I've looked back at him/her almost without fail, and never thought it a good idea... unless 156441 is the guard Here, this sort of thing is the preserve of the drunkards, it seems.

Of course, if your local line is DOO... well you could shout at the driver?

 

[ChrisTheRef]

I'm DOO and had someone say "Thank you very much, have a wonderful evening" when alighting at Enfield Lock.

I was taken aback.

 

[Jonfun]

As a mere passenger, if I'm getting off at the same door as the senior conductor (or driver, for that matter) and they stick around long enough for me to say a quick 'cheers' or 'ta' then I will do, it's common courtesy assuming they've got you there safely, and not made up reasons to decree that your ticket's not valid. I wouldn't go hunting them down to say thanks, unless they'd done something that really impressed me though.

 

[1e10]

Hello everyone.

The following mainly relates to Guards/Conductors/Train Managers/whatever-you-want-to-call yourself. But if anyone can draw parallels with other staff members do speak up.

If you are a one such, do many people ever thank you when they get off your train? Even if you haven't spoken to them at any other point and have done literally nothing but your job of working the train for them, which is basically a service they pay for and something you are paid to do, from a cold-hearted point of view? I'd guess its more common if you have helped them in some way or spoken to them at some point on the journey at least.

Would you like people to? Of course the whole train can't come up and shake your hand before you leave; that could distract you.

As a passenger, do you ever do this? Is it appropriate or worth your time? A way to stand out, wake both of you up from the monotony of commuting and inject a bit of humanity and character into the same-old same-old?

Obviously, its rather different getting off at the back of a pacer where the guard has just opened the door 'for you' (even though that's not technically the case, its just because there isn't a cab door!) to getting off an 11 coach Pendolino somewhere and thinking 'Right where is the TM so I can give them a wave?'. In the former case I'd draw a comparison with a bus driver, to whom I would always say 'Cheers' or something by default - i.e. unless they are totally miserable or something (apparently those of you in London may not get this, because they don't like you getting off at the front door?).

My own experience, it seems more common in some places than others - broadly as I've suggested, when you are getting off at the local door. When I was doing the Valley Lines it seemed appropriate to at least smile and nod whenever I got off. However, in all the years I've been getting off at Mauldeth Road (a Northern station in South Manchester, usually worked by a 323) I've looked back at him/her almost without fail, and never thought it a good idea... unless 156441 is the guard Here, this sort of thing is the preserve of the drunkards, it seems.

Of course, if your local line is DOO... well you could shout at the driver?

Some of the bus drivers in my local area are very friendly. They say morning and ask me how I've been if they haven't seen me around for a while.

As for complimenting staff on trains, I've written to CS before about the excellent service received from staff onboard trains. Each time I do I am assured that my comments are passed onto their line manager.

 

[O L Leigh]

Weirdly it was the places you least expected to get thanked where people would talk to you. Enfield Lock has been mentioned and I would add Brimsdown, both on the 'Down' side. However, you are leaning out of the window to check the doors and the live cargo is filing right past you, so you are much more visible than at other locations where the exit is not by the lead cab. I've certainly never known anyone go out of their way to come and thank me simply for driving them from A to B, although I have been thanked on the platforms if I have had to give detailed assistance with connections, particularly from Stansted Airport.

O L Leigh

 

[Latecomer]

It's not expected but it's always welcome. I'm a DOO driver and it occasionally happens if people exit passed my open window (rare) and sometimes when I'm changing ends and am starting to walk back as people are still walking down the platform. I don't expect a thank you (as you say, I get paid for what I do), but a smile wouldn't go amiss sometimes - most people walk hurriedly on with a fixed stare as if you aren't even there. It's a shame, as provided I'm not late I'll always give time to people who are looking a bit uncertain as to where they need to go.

For someone to actually voice a thank you out loud it is quite unexpected, but when it happens in it's own small way it eases the day along nicely.

 

[deltic1989]

I will say thank you to the Guard if I alight through the door they happen to be standing at, and if I pass the Driver's window and it happens to be open I will say a quick thanks to them too. I actually had a Driver who looked at me a bit shocked when I thanked him once, as if he wasn't used to it.
I encourage my children to do the same too. In my view its basic manners, if someone provides a service for you they deserve your thanks.
I'm sure that there are few people who would get off a bus without thanking the Driver, so I think that train crew should get the same courtesy.

 

[Bishopstone]

I usually thank the Conductor when alighting from the local door, same as I would a bus driver - if they've driven safely.

When I go First Class with an at-seat service I try and thank the team members if I see them as I leave: again, so long as they've been pleasant.

I've tweeted TOCs a few times when I've had cheery or 'above and beyond' service from a staff member, too.

 

[91103eastcoast]

If leave from the same door as the guard or see them and/or the driver on the platform, then I will say thanks. I suppose it can sometimes help brighten up their day, seeing some of the abuse railway staff sometimes get from passengers/customers.

 

[rdeez]

I do try to thank the guard if I see them on alighting! They do deserve it for (the vast majority, anyway!) remaining pleasant and helpful in what can be a stressful - and thankless - job. Barely a week goes by that I don't see one being verbally bashed in some way, most of the time just for doing their job.

I saw an exceptionally nice gesture a few months ago whereby the guard had just closed the doors as a guy ran onto the platform. The guard waved him into the rear cab before he closed his door, and let him into the train that way! Possibly breaking some rule or other, but a nice thing to do, I thought. Train left on time and guy caught his train.

Another recent incident at Great Malvern with an extremely friendly FGW crew. Driver was sat reading the paper on the platform, and I asked if he knew where the toilets where - he said they were probably closed and to use one on the train as he wasn't departing for a while yet. Guard gave us a wave as the train departed.

Of course I do occasionally run into the odd one who I can barely get more than a grunt from! I usually give the benefit of the doubt and assume it's been a very bad day.

 

[Dieseldriver]

If a passenger gives me anything other than a look of contempt I tend to get confused and visibly am taken aback. Generally, the only friendly passengers are the kids who give you a wave as you pull into the platform.

 

[the sniper]

I normally have half a dozen people a day saying thank you, particularly where the station layout lends itself to it. I normally smile and nod at passengers that I make eye contact with as they walk past, so I suppose I invite comments.

 

[Temple Meads]

I always say thanks to the guard if I alight from the local door (as long as I'm happy with how they've done their job), likewise with the driver if I pass when he is glancing out, as has been said above, saying thank you when a service has been provided is basic manners.

I also usually say "thank you" when my ticket is checked too, I'm not sure exactly why, but it just seems the natural thing to do for me, even with guards I don't exactly get along with.

 

[313103]

Most passengers on the trains I work on don't seem to care if no one is there, they often look at you as if your something they have just trod in. They couldn't care about what is happening. At lest I wont get the remark ' I can call you what I want as I pay your wages' When someone says that to me now I just say 'Not for long you wont'.

Most of the thank you I get is from people who I have assisted or those with disabilities, I say make the very most of us as we will be gone in December, then you will have no one to assist and no one to help.

 

[Antman]

I've seen people alighting Ashford bound trains at Maidstone East thank the driver as they walk past the cab to exit the station.

 

[Essexman]

I thank the guard if I see him / her when I get off and the at seat first class staff if I've travelled first class. Plus the driver if the opportunity is there. I always thank bus drivers (unless rude or bad drivers - sadly both are too common). It is polite to say thank you for a service received as it is when buying something in a shop. Occasioanally I've written to TOCs to praise individual staff but from my experience with customer servcie departments I have little confidence it gets through.

 

[SussexMan]

It's so much easier on a bus (assuming you exit at the front) and we've always taught our kids to say "thanks" on exiting. Chances of doing so on a train are far less and impossible in FCC land.

No option of saying "thanks" to the automatic barrier as you insert your ticket either. That reduction of face-to-face human interaction seems really sad these days (just look at self serve checkouts - and TOD machines come to that).

Just wondered about the reverse though. How often do TOC's say "thank you" to their passengers? Some guards always say a clear "thank you" when checking tickets, others just nod, others just look at the ticket and walk on. Same at manned barriers. Sometimes you get a clear "thanks", other times you just have to assume that as they have said nothing you can carry on walking.

Thanks for reading!

 

[IanXC]

I also usually say "thank you" when my ticket is checked too, I'm not sure exactly why, but it just seems the natural thing to do for me, even with guards I don't exactly get along with.

I'm the same, feels like the right thing to do somehow! Like other posters I would always say something if alighting (or boarding with some Guards) at the same door, or walking past as happens at my home station.

The other situation is when you've got off an HST and the guard goes past you on the platform at an open window, that always seems to give a smile. Once when I thought a TM was having a particularly bad time of it on a delayed busy train, I saluted him as he went past, I think that gave him a suitable chuckle!

Question for the TOC staff out there, does customer feedback generally make it to your line managers from customer relations?

 

[trentside]

Just wondered about the reverse though. How often do TOC's say "thank you" to their passengers? Some guards always say a clear "thank you" when checking tickets, others just nod, others just look at the ticket and walk on. Same at manned barriers. Sometimes you get a clear "thanks", other times you just have to assume that as they have said nothing you can carry on walking.

I was on a First Capital Connect service from Sutton yesterday, and an RPI boarded who tanked every passenger whose ticket he checked with a cheery 'Thankyou' or 'Thankyou Sir' (for the gents!). He was amazingly polite and professional, even to the chap he penalty fared for not having a validated Oyster card. Didn't see him when I left the train, so couldn't thank him back - but a very polite and pleasant chap from the looks of things!

From my own point of view, I always say thankyou when leaving from the local door. If it's a guard I know, even if leaving from another door I'll give them a wave and a same for the driver too. I only normally thank the driver if they're stood at the cab door or leaning out of the window.

 

[ollyrogers]

If a guard comes round when I'm sat down during the journey I'll make a point of saying 'morning/ afternoon' if he's not busy (I live on the Hounslow Loop so usually the guard's just finished shutting the doors when we arrive at the next station) and give a friendly nod. Usually when he/she's on the platform they're busy with other commuters or checking the train so I'll leave them to it unless they make eye contact!

On the off chance there's a ticket inspection I'll have an off the cuff remark ready or a small joke to lighten the mood, but it's very rare one of these happens on our line

 

[paulypaul]

I tweet and thank the guard, if I've had a good journey.

Very rare on EMT's HST & 222s to be able to thank the driver as they're up there in a big cab.

 

[tsr]

Just wondered about the reverse though. How often do TOC's say "thank you" to their passengers? Some guards always say a clear "thank you" when checking tickets, others just nod, others just look at the ticket and walk on. Same at manned barriers. Sometimes you get a clear "thanks", other times you just have to assume that as they have said nothing you can carry on walking.

I get thanked about 95% of the times when I have my tickets/other sundry travel documents checked - most of those checks are in the South-East of England or on mainlines into London.

 

[Be3G]

I'm quite surprised that one of my local lines – the one through Enfield Lock and Brimsdown – has been mentioned twice in this thread as having grateful passengers as the areas the line serves aren't, shall we say, the friendliest!

As for buses, in London most of them require disembarking from the middle doors so there's no opportunity to thank the driver. One London bus route I do love though is the W10, operated by small single-deckers with just a front set of doors, where the passengers and drivers know each other so well that they'll sometimes have proper little conversations whilst getting on/off the bus. The drivers learn where their passengers live so can drop them off right outside their front doors (it's a mostly hail-and-ride route), with the overall effect being a much more personal service than one normally finds with London's public transportation.

 

[heart-of-wessex]

I usually do to the guard on the way out at Trowbridge, unless I'm at the front doors for the front exit.

I used to thank drivers at Terminals back when FGW had Valenta powercars, I'd thank them for a cracking run, done the same for some EMT HST's and Railtours (if the traction is appropiate!) too

 

[bystander]

I can't resist. Compare & contrast the attitude given, with the responses received:

I normally have half a dozen people a day saying thank you, particularly where the station layout lends itself to it. I normally smile and nod at passengers that I make eye contact with as they walk past, so I suppose I invite comments.

Most passengers on the trains I work on don't seem to care if no one is there, they often look at you as if your something they have just trod in. They couldn't care about what is happening. At lest I wont get the remark ' I can call you what I want as I pay your wages' When someone says that to me now I just say 'Not for long you wont'.

Most of the thank you I get is from people who I have assisted or those with disabilities, I say make the very most of us as we will be gone in December, then you will have no one to assist and no one to help.

I'm with the sniper. When working as a DOO driver, I usually get a few "thank you"s a day, where the stock & the station lend themselves to it - I presume because I make an effort to smile at people (however rubbish I feel or they look), make eye contact, and occasionally wish them good day or whatever. We provide a service, believe it or not. As a customer, I wouldn't dream of thanking a staff member in any walk of life who was giving the thousand yard stare and ignoring me; and equally, I appreciate it when a staff member attempts to engage me as a human being, even in the most basic way.

 

[Starmill]

Some very interesting responses!

Odd, considering what I put in the first line, we've had loads of drivers and only one(correct me if wrong?) guard!

And to 313 I say... When I'm next in London, and it will only be once or twice before December, I'll incorporate a London Overground journey, and go and find one of your colleagues and shake their hand and tell them I think they're doing a wonderful job just before I get off. I'm sure you'll hear about it at some point.


Re the point about compliments getting through to people... I have been 'assured' that complaints/compliments will be dealt with/passed on (either directly, or to a relevant line manager) after sending in messages via Email or social media a number of times. Most convincing was this example from ATW:

Thank you for taking the time to bring to our attention the service you received from one of our conductor staff.

When passengers, such as yourself take the trouble to let us know of their satisfaction and offer praise to individual members of our staff; we make every effort to let them know that the praise has been received. We then place copies of the letter of praise on their personal files as evidence of good practice and good customer service.

With the above in mind I have forwarded your e-mail to the appropriate managers of the members of staff concerned who will take the action I have outlined above.

Again please accept my sincere thanks for writing to us on this occasion, and I trust that you will receive this high standard of service again on your next journey with Arriva Trains Wales in the not too distant future.

I really would like to know if they get them or not.

I would surmise that it follows that the if I'm away from home, I'll say thank you. If I'm travelling the route I used to commute on, I won't. I did Manchester - Stockport and back with EMT yesterday, and I said thanks both times. Also did it with Northern on a 323 - didn't bother because the guard didn't leave the cab. As a brief example.

 

[Flamingo]

Some passengers do say Thank You which I always try to acknowledge. I'll often say Thank You to passengers leaving as well, not just at First Class "Meet & Greet".

I will sometimes attempt to make eye contact and say an obvious Thank You with somebody who has been surly, as their instincts take over and they say Thank You back, even though they don't really want to!

 

[AlexS]

I've taken to saying 'good morning' to our London commuters while I wait at the entrance to the station platforms from the car park to slam doors on HSTs. It's amazing the amount of stunned looks you get followed by a pretty happy response, ha. Many of them now say good morning to me before I say it to them. I shall probably maintain the practice It works both ways I suppose!

 

[1e10]

Something I thought was a nice touch was when all the staff onboard a XC service alighted from the train at it's terminating station and smiled and thanked passengers as a group as they passed to exit the station.

The staff onboard that day were a very friendly bunch and unfortunately I haven't experienced anything similar after this.

 

[Hartington]

Some time around the end of the 60s/early 70s I made my first trip to New York with my parents. We boarded a bus and the driver welcomed us. We just sat down but then we noticed everyone else was sitting as far back as they could. Other people got on, were welcomed and headed to the back of the bus. We'd been on other buses and they'd had people in seats all through the bus.

My father was an inquisitive man and went to ask the driver what was going on. The driver explained he was a pschology student and, as part of an experiment he was welcoming each passenger as they boarded and noting the reactions.

New York was a very different city in those days.

In this country I'll thank bus drivers/train drivers/train managers etc if I see them.