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Hello

Thank you for your email.  As the issuing of tickets at
Edinburgh Waverley station is managed by the train operator,
First ScotRail, we have passed your concerns to their station
manager.  I also note that your email has been forwarded
directly to them through Fixmytransport. 

I trust they will respond to you shortly.

Kind regards,

Deborah Allbrook

Executive Correspondence Officer

Network Rail

-----Original Message-----
From: V Hillhouse
[mailto:[fix this: platform staff training email]]
Sent: 01 August 2012 21:00
To: CRHQ
Subject: platform staff training

Dear Network Rail,

Yesterday, my 13 year old son took his first journey by
rail into

Edinburgh with a few friends. Whilst attempting to return
home to

Prestonpans on the 5:15 train, he tried to pay the fare via
his RBS

switchcard. The platform operative would not accept his
card,

stating that the card could not possibly be his. She said
you had

to be 16 to have a card like that. Despite my son trying to
show

her several other forms of identification, she would not
relent and

refused him entry on to the train. My son then had to
borrow money

to pay for his ticket home because he would have missed the
train

if he had gone to a cash point. I do not need to tell you
the

furore that would have ensued if he had been left alone at
the

station and anything untoward had happened to him through
this

particular operative's ignorance, intransigence and
negligence.

Please inform platform staff that young people can obtain

switchcards from the age of 12 and to think twice before
they leave

a young person potentially stranded in a big city.

------------------

Here is some information from FixMyTransport about the
location of

this issue:

Location name: Edinburgh Rail Station

Area: Edinburgh

Easting: 325900.0

Northing: 673900.0

----------

To view a map of the precise location of this problem, or
to

provide an update on the problem, please visit the
following link:

http://www.fixmytransport.com/campaigns/...

[ PLEASE NOTE: Your replies to this problem report will be
sent to

V Hillhouse and will be published online. This message was
sent via

FixMyTransport.com - a not-for-profit service dedicated to
helping

people get public transport problems resolved. If there is
a more

appropriate email address for messages about this type of
problem,

please let us know by visiting

<http://www.fixmytransport.com/feedback>. This will help
improve

the service for people travelling. We also welcome any
other

feedback you may have. ]

****************************************************************************************************************************************************************

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It may also be legally privileged or otherwise protected from
disclosure.

This email should not be used by anyone who is not an original
intended recipient, nor may it be copied or disclosed to anyone
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If you have received this email by mistake please notify us by
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Liability cannot be accepted for statements made which are
clearly the senders own and not made on behalf of Network Rail.

Network Rail Infrastructure Limited registered in England and
Wales No. 2904587, registered office Kings Place, 90 York Way
London N1 9AG

****************************************************************************************************************************************************************

hide quoted sections

ScotRail
Customer Relations
PO Box 7030
Fort William
PH33 6WX

Tel: 08456 015 929
Fax: 01397 708 239

Our Ref: SR6669189

Dear Customer

Thank you for your email dated 2 August 2012.

As a Train Operating Company, we want to keep our customers happy.

We have a series of initiatives in place to listen and act upon their comments. These channels range from 'Meet the Managers' at stations and on trains to Customer Forums.

We also have a dedicated customer relations centre which aims to respond to queries or complaints as quickly and effectively as possible.

We encourage our customers to contact us directly to help give them the service they expect and deserve.

Thank you for taking the time to write. Should you need to reply to this email, please respond to [ScotRail problem reporting email].

Yours sincerely

Terri Leggett
Customer Relations Advisor

First ScotRail Limited. Registered in Scotland No SC185018. Registered Office: 395 King Street, Aberdeen AB24 5RP

First ScotRail Limited. Registered in Scotland No. SC185018. Registered office: 395 King Street, Aberdeen, AB24 5RP.

This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

For more information on our range of services or to book your tickets online, please visit:- http://www.firstgroup.com