“Please help me persuade London Midland to get rid of rogue inspectors” – michael dyer

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michael dyer

i get the train from bloxwich to birmingham new street nearly every day when i get on the train i buy two day savers, most of the time the card machine wont read my card properly and the inspectors usually swipe it and it works and there is no problem and they tell me this kind of thing happens all the time. i got on the train today at walsall the train was due at 0940 but came at 0944, train number 2H24. i didnt have time to get the tickets from walsall as i was running late. i approached the inspector immediatly. and said cani get two day trippers please i put my card in the machine and once again it didnt work. the inspector then said 'i am not swiping the card', i said 'why is that then' he replied 'we are not allowed to swipe cards we never have been allowed'. wich is a complete lie. he then said it probly isnt even your card'. i then got out my drivers licsence and two other bank cards all in my name and he still would not swipe the card. i then said i will get my ticket from birmingham new street and went to sit down. the train then stoped at tamebridge parkway and he told me to get off the train and get a ticket from there. i said 'no i will get my ticket from birmingham new street because i have to go to work'. he said 'no get off the train and get the ticket from tamebridge so i had enough money for a single ticket in cash and i didnt want to be late for work so i offerd cash to buy a single ticket and he refused to take my money and was quite rude and still kicked my off the train. so now i have lost a days work when this inspector could have gave me a ticket in the first instance. the inspector was hesitant to give me his name. after all if he has done nothing wrong why would he not want to give me his name. my girlfriend was still on the train he was very rude to her and all the other passengers was discusted in his actions. i would like some action to be taken on this rogue inspector, because he cannot play god and kick people of trains because he does not like the look of them. i think his name was 'dav' as i had a quick glance when i got on the train. the reason i am calling this a racial attack is because the guy was asian and i am white man wearing a flat cap and he must think i was a gypsi or traveler of some kind.

Problem History

  • 1 michael dyer reported the issue on FixMyTransport. close 11:26 03 May 2012
  • 2 michael dyer wrote to London Midland close 11:26 03 May 2012

    Here is the letter that michael dyer wrote.

    racial attack from inspector

    i get the train from bloxwich to birmingham new street nearly every day when i get on the train i buy two day savers, most of the time the card machine wont read my card properly and the inspectors usually swipe it and it works and there is no problem and they tell me this kind of thing happens all the time. i got on the train today at walsall the train was due at 0940 but came at 0944, train number 2H24. i didnt have time to get the tickets from walsall as i was running late. i approached the inspector immediatly. and said cani get two day trippers please i put my card in the machine and once again it didnt work. the inspector then said 'i am not swiping the card', i said 'why is that then' he replied 'we are not allowed to swipe cards we never have been allowed'. wich is a complete lie. he then said it probly isnt even your card'. i then got out my drivers licsence and two other bank cards all in my name and he still would not swipe the card. i then said i will get my ticket from birmingham new street and went to sit down. the train then stoped at tamebridge parkway and he told me to get off the train and get a ticket from there. i said 'no i will get my ticket from birmingham new street because i have to go to work'. he said 'no get off the train and get the ticket from tamebridge so i had enough money for a single ticket in cash and i didnt want to be late for work so i offerd cash to buy a single ticket and he refused to take my money and was quite rude and still kicked my off the train. so now i have lost a days work when this inspector could have gave me a ticket in the first instance. the inspector was hesitant to give me his name. after all if he has done nothing wrong why would he not want to give me his name. my girlfriend was still on the train he was very rude to her and all the other passengers was discusted in his actions. i would like some action to be taken on this rogue inspector, because he cannot play god and kick people of trains because he does not like the look of them. i think his name was 'dav' as i had a quick glance when i got on the train. the reason i am calling this a racial attack is because the guy was asian and i am white man wearing a flat cap and he must think i was a gypsi or traveler of some kind.

  • 3 Dave H commented close 23:35 03 May 2012

    Was the train further delayed whilst you were having this dispute at Tame Bridge Parkway, if so that inspector might find someone asking about the substantial fine that a train company gets for causing the delay.

    Generally a sensible rail worker knows that the imperative is to keep a train running on time and a dispute like yours should have been dealt with by arranging to get you met with the facility to pay for your ticket on arrival. That said at busy times it could cause greater problems in staff time etc, and good management her is to 'trust' the passenger - worth a small fortune in PR and repeat business.

  • 4 michael dyer commented close 11:20 04 May 2012

    Dave H. yes the train was held up at tamebridge, but it was not necessary to hold up the train or even get someone to meet me because i had the cash to pay the conductor, he wouldnt accept my money. He must of had a bad morning and wanted someone to take it out on.

  • 5 London Midland responded to michael dyer close 15:23 21 May 2012
    Dear Mr Dyer

    Thank you for your e-mail.

    I am sorry to hear of the difficulties which you experienced whilst
    travelling with us on 03 May 2012 between Walsall and Birmingham New
    Street. I can fully appreciate that the situation must have been extremely
    frustrating and annoying for you and I would like to apologise for the
    upset and inconvenience caused.

    London Midland prides itself on its excellent customer service so it is
    particularly disappointing that we have let ourselves down on this
    occasion. We do expect high standards of professionalism and customer care
    from all of our staff when dealing with members of the public and certainly
    expect them to be courteous and assist our passengers.

    I should explain that the policy we have adopted to our complaints and
    disciplinary procedure does not allow information on the result of any
    enquiry to be passed onto customers. The detailed results of such an
    enquiry will remain confidential between the company and its employee,
    which I am sure you will understand. However, rest assured that we will
    not hesitate to take any action that we consider necessary.

    Rail Regulations do specify that a passenger must purchase a ticket for
    their journey prior to commencing that journey. In the event that they
    board a train from a station where the ticket office is open or there is
    either a Ticket Vending or Permit to Travel Machine, that passenger will be
    issued with a Penalty Fare Notice. There are large posters at our
    stations and on our trains providing information as to our Penalty Fare
    Scheme.

    The only occasions where it is permitted for a passenger to purchase a
    ticket either on board a train from the Conductor or at their first
    available station is where that passenger has boarded a train from either
    an unmanned station or from a station where the ticket office is closed and
    there is no Ticket Vending or Permit to Travel Machine.

    It is noted on the day in question you boarded our service from Walsall,
    which is a manned station and there is a Ticket Vending Machine installed.

    Regarding now our portable ticket vending machines which are held by our
    Conductors, the only occasion when a credit/debit card can be swiped
    through our machines, is where the Chip and Pin process has failed and the
    customer has no other means of paying for their ticket.

    We appreciate that you have taken the time to pass on your detailed and
    constructive comments. These are logged and passed onto our Customer
    Relations Managers and Directors, who use them to improve our operation.

    Once again, I would like to apologise for the incident which occurred.

    Yours sincerely,

    Mary Garbett
    Customer Relations Advisor

    London Midland, P O Box 4323, Birmingham, B2 4QT

    Buy tickets for any UK rail journey - with no booking fee - at www.londonmidland.com

    Save a tree... please don't print this e-mail unless you really need to.

    This email is sent subject to our email disclaimer which can be accessed here www.londonmidland.com/Disclaimer
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  • started 3 May 2012
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Train route between Birmingham New Street and Walsall operated by London Midland
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