GrrrNER
13 April, 2007 at 7:11 pm 2 comments
Just got back from another two day expedition by train. It strikes me that the train companies seem to have forgotten that they’re providing a (very pricey) service. On the way down, a GNER conductor laid into the woman behind us for getting on a train going in the right direction, but not stopping at her station, while implying that she was trying to cheat and simultaneously calling her stupid. This respectable middle aged lady was left very embarrassed and close to tears by a man who could have handled the situation a hundred times better.
On another train (from another train company) we saw a charmingly named Revenue Protection Officer doing his rounds – but having checked it out on google, it turns out that they’re on commission for picking up people travelling without a valid fare, rather like traffic wardens (and we all know how helpful they can be…).
Add to that the general grubbiness of most of the trains and the dearth of decent places to get something to eat (M&S Simply Food can’t roll out fast enough for me) and you have an experience that is only marginally preferable to sitting on the M1 in a traffic jam on a Friday afternoon. Come on guys, get your act together. And does anyone know somewhere close to Peterborough station that serves edible food?
Entry filed under: customer service, Life. Tags: customer service, GNER, revenue protection officer, trains, travel.
1. timmilne | 16 April, 2007 at 12:43 pm
I agree. Since they’re now private companies, rather than public services, the senior management at train companies (and London Underground are the worst) believe themselves to be in the service sector. But they didn’t tell the staff, let alone train them properly for providing acceptable levels of customer service.
Calling passengers ‘customers’ doesn’t them so if you still treat them like passengers (or worse).
Tim Milne
2. Rob Mortimer | 17 April, 2007 at 10:23 pm
Theres a few decent restaurants in Queensgate (just opposite the station).
Well, I havent been there since 1999. Why on earth would anyone want to go to Peterborough?! ;)