York Station Rip-Off

[Dai Corner]

Yeah. The customer service team that deal with CEO stuff have fancy titles to make the customer seem important. I was "chairman's office management team" but I was identical in every way to the person at the next desk who was a "customer service advisor" it's just they got normal calls & I got CEO calls. It wasn't unknown for me to get someone they had spoken to moment's before but had been unimpressed! They always used to slip me a wink if reading out head office number to them so they could call the chairman! Knowing my headset would ping in a minute.

Did you have any extra authority to resolve complaints from customers who thought they were talking to someone in the Chairman's office?

 

[Deafdoggie]

Did you have any extra authority to resolve complaints from customers who thought they were talking to someone in the Chairman's office?

No. If we did, everyone would just ring the chairman's office! We just had to ensure it had been handled correctly. Whilst we could apply discretion so could all the customer service advisors. Generally though customer attitudes changed when they thought they were speaking to someone sat next to the chairman. And they were much happier knowing they'd told someone important.

 

[zero]

If all customer service agents were good then there wouldn't be any need for "executive complaints" teams.

I have complained to a number of companies and got no result from the normal customer service, so I sent the exact same complaint text to the "CEO's" email address and the situation was usually resolved to my satisfaction quickly.

You can get "CEO" email addresses, i.e. the "executive complaints" team's email address, at https://www.ceoemail.com

 

[MotCO]

Sometimes writing to the Chairman or CEO does work. Many years ago, a colleague had a poor experience on a Virgin airline. After complaining, no less than Richard Branson phoned to check that a satisfactory outcome had been received. Now that's good customer service (unless you can't stand the guy!).

 

[yorkie]

The only person at LNER worth writing to that I know of is Mike Ross.

I had a dispute that was very long running in which I was not only incorrectly charged by a Guard but was mistreated by Customer Relations.

I eventually got a refund plus complimentary first class travel for any journey on LNER, but I had to fight for it. And, even more importantly, an acceptance I was right all along and LNER's internal notes were amended to reflect the correct contractual position.

I don't trust Customer Relations one bit as a result; they were well and truly incompetent. The story is far too long for here.