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“Please help me persuade South West Trains to get Southwest trains to charge a reasonable amount for their journeys” – Allan Bellancourt

Description

Allan Bellancourt

Dear South West Trains,

Why do you price your tickets in such a way that it's cheaper to buy a car, insure it and fill it with petrol everyday than buy one of your annual season tickets?

Wouldn't the environment, your shareholders and your pilfered passengers all appreciate a fairer tariff?

Perhaps then your so-called peak service trains wouldn't be less than 15% full?

Problem History

  • 1 Allan Bellancourt reported the issue on FixMyTransport. close 19:05 07 Sep 2011
  • 2 Allan Bellancourt wrote to South West Trains close 19:05 07 Sep 2011

    Here is the letter that Allan Bellancourt wrote.

    Fares

    Dear South West Trains,

    Why do you price your tickets in such a way that it's cheaper to buy a car, insure it and fill it with petrol everyday than buy one of your annual season tickets?

    Wouldn't the environment, your shareholders and your pilfered passengers all appreciate a fairer tariff?

    Perhaps then your so-called peak service trains wouldn't be less than 15% full?

    Kind regards
    Allan

  • 3 South West Trains responded to Allan Bellancourt close 19:12 07 Sep 2011
  • 4 South West Trains responded to Allan Bellancourt close 11:45 08 Sep 2011
    Fixmytransport.Com

    Stagecoach South Western Trains
    Customer Service Centre
    Overline House, Blechynden Terrace
    Southampton SO15 1GW
    Telephone 0845 6000 650
    Fax 023 8072 8187
    email [South West Trains problem reporting email]

    [Charge a reasonable amount for their journeys email]

    Our ref:1638726

    08 September 2011
    Dear Sirs

    Thank you for your contact regarding our services. We do welcome feedback
    from our
    customers and have, in line with our franchise and passenger's charter
    commitments,
    established a full range of agreed channels to contact our customer
    relations team.

    A webform on our website at www.southwesttrains.co.uk

    By email to [South West Trains problem reporting email]

    By post to –
    South West Trains Customer Relations,
    Overline House, Blechynden Terrace,
    Southampton. SO15 1GW.

    By telephone 0845 6000 650 option 4

    There are also established representative bodies which deal with unresolved
    complaints
    from our passengers.

    For the London Area the organisation is London Travelwatch
    www.londontravelwatch.org.uk

    For the remainder of our area the organisation is Passenger Focus
    www.passengerfocus.org.uk

    To allow us to follow our agreed processes, would you please advise our
    customer to use
    one of the established methods of contact to obtain a full response to
    their concerns.

    Regards
    Jan Ledbyrne
    Stagecoach South Western Trains

    The information contained in this email is confidential and intended for the addressee(s) only. If you receive an email in error, please contact the sender or the Service Desk at [email address] +44 (0) 207 620 5602, and permanently remove the email from your systems.

    The opinions expressed in this email are those of the sender and not necessarily those of the company.

    While emails are virus checked, the company does not accept any liability in respect of a virus which is not detected

    Stagecoach South Western Trains Limited
    Registered in England and Wales 5599788
    Registered office: Friars Bridge Court
    41-45 Blackfriars Road
    London SE1 8NZ
    A part of the Stagecoach Group
  • 5 Helen Nicol commented close 14:15 08 Sep 2011

    What an incredibly unhelpful reply. Do they mean they won't respond to any queries via fixmytransport?

  • 6 Myf Nixon commented close 14:33 08 Sep 2011

    Hi Allan and Helen,

    Just to let you know that we're aware of some operators replying to say that they prefer conversation be taken off FixMyTransport and into private channels. We're in discussion and hope to convince them of the benefits of transparency!

    But meanwhile if you do pursue this issue, please could you come back and update the page so we can all see what the results are? Many thanks.

    anorak
    admin
  • 7 Myf Nixon commented close 14:36 08 Sep 2011

    I suspect this might be one for higher up the chain, ie it may actually need government policy changing (the new Govt ePetitions site springs to mind!). But meanwhile, have you seen the campaign for fair fares?

    http://www.bettertransport.org.uk/fairfares/

    anorak
    admin
  • 8 Paul Hollinghurst commented close 14:53 08 Sep 2011

    Allan,
    Do you have some figures comapring car and rail season ticket costs to illustrate the problem?
    Paul

    anorak
    admin
  • 9 Allan Bellancourt added an update close 19:34 10 Sep 2011

    Hi Helen,

  • 10 Allan Bellancourt added an update close 19:34 10 Sep 2011

    Hi Helen,

  • 11 Allan Bellancourt added an update close 19:49 10 Sep 2011

    Hi Helen - Thanks for your response, yes South West Trains are very unhelpful in every respect. In fact "South West Trains Customer Services" is a contradiction in terms. Myf - Do you know if the operators tend to monitor these pages after the initial query? If so, I'd like to invite them to respond via this channel. I've found that if you raise any issues via their official routes, then all you'll receive is a generic response that may or may not vaguely relate to your original query. Apologies for the sarcasm…but if they have to respond via a public forum then at least they can't get away with just hitting the button marked "generic answer no.234". Thanks for the link, I'll check that out. Paul - This isn't scientific by any means, but a return ticket to work me me is £10.20, it's about 48 miles return by car, which equates to perhaps a gallon at £6. The difference in cost would soon cover the insurance and a cheap banger. Also, it should be noted that this calculation is for a single traveller, with 2 or more people travelling together then the difference in cost starts to get ridiculous.

  • 12 Myf Nixon commented close 09:23 12 Sep 2011

    Hi again Allan,

    The operators differ greatly in their approach to FixMyTransport thus far (and it is, of course, early days - we've only been officially running for 2 weeks).

    To be fair to the operators, the site is currently set up so that it is logical for them to reply to the user's initial email without coming to check out what other debate has occurred on the page - this is perhaps a flaw in our system and one we'll look at. There's also some educating of operators for us to do - they won't have been expecting this new type of engagement.

    However it would be very interesting to see what happened if a customer specifically requested that correspondence be directed through FixMyTransport - so far, when an operator has asked for it to go offline, that has gone unchallenged. I'm not sure who has the right to dictate where and how interaction takes place.

    SouthWest trains have been good enough to contact us and we are in discussion over how we might best work together... so, watch this space I guess.

    anorak
    admin
Comment
  • started 7 September 2011
  • supporters 2
Train route between Poole and Wool operated by South West Trains
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