“Please help me persuade Network Rail and ScotRail to fix this: platform staff training” – V Hillhouse

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V Hillhouse

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.

Problem History

  • 1 V Hillhouse reported the issue on FixMyTransport. close 20:55 01 Aug 2012
  • 2 V Hillhouse wrote to Network Rail close 20:55 01 Aug 2012

    Here is the letter that V Hillhouse wrote.

    platform staff training

    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.

  • 3The problem report was resent to ScotRail 13:02 02 Aug 2012
  • 4 Louise Crow commented close 13:03 02 Aug 2012

    Hi V,

    I've sent on your problem report to ScotRail too, as they run the service your son used to get back to Prestonpans.

    Cheers

    Louise

    anorak
    admin
  • 5 First Group Response responded to V Hillhouse close 13:09 02 Aug 2012
    Thank you for contacting ScotRail. Under the terms of our Passengers' Charter, we aim to respond to all claims/correspondence within 7 working days.

    Please note that you will not be able to respond direct to this email.

    Whatever the weather, check your journey before you travel @ www.Scotrail.co.uk.

    Check out our new traffic alerts on our homepage for 'at-a-glance' view of live running information and sign up for our iphone app. You can also follow us on Twitter.
  • 6 CRHQ responded to V Hillhouse close 15:21 03 Aug 2012
    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

    show quoted sections
  • 7 Scotrail Customer Relations responded to V Hillhouse close 10:09 08 Aug 2012
    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
  • 8 Peter Dixon commented close 19:49 12 Aug 2012

    Hello

    FixMyTransport Volunteer here

    Sadly, First Scotrail have chosen to not respond to you through FixMyTransport. We really appreciate the frustration when an operator chooses to not engage with their customers.

    However, all is not at an end. The email address to contact First Scotrail is scotrailcustomer.relations@firstgroup.com

    Please keep us updated with your correspondence to them and if you are unhappy with the response they provide you with, please do not hesitate to take your issue to Passenger Focus who are the Rail Watchdog.

    Kind regards

    anorak
    admin
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  • started 1 August 2012
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Edinburgh Rail Station in Edinburgh
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