“Please help me persuade South West Trains to sort out their unhelpful staff” – Kwasi Appiah

Description

Kwasi Appiah

On the 28th of August, 2012, I arrived at Woking Train Station at precisely 08:29. Upon arrival, I joined the back of an extremely large queue that continued from inside the station to the taxi bay that lay just in front of Marks & Spencers [store adjacent to station]. I had been waiting for around 20 seconds until one of the station officers came out and directed the people in the queue with these words: "you can buy your tickets from officers on the trains; the barriers are open". As the only train that stopped at Vauxhall (until the next one came at 09:32) was leaving at 08:32 from Platform 2, I decided to take the advice and board the train. When on the train, I couldn't find a ticket issuer. I found the train conductor once the train stopped at the next station (I think it was Walton-on-Thames) and asked if I could buy a ticket from him; he informed me that he did not have the machine on him and then advised me to get back on and explain my situation when I departed the train at Vauxhall. Once I reached my destination, I promptly found a ticket officer with a machine who could issue me a £10 ticket from Woking to London Terminals [I had the exact change in my pocket]. This officer was dealing with a man who was also on my train, I think he got on at Surbiton, and had the exact same issue that I did; the officer was, however, clearly being extremely unhelpful with this man's claim and so the customer went off in frustration. Nevertheless, I decided to persevere with my claim as I may have missed details that led to the previous situation. Unfortunately, this same officer was completely awful with his approach; he would not even call Woking Station to investigate the problem I had informed him about, sarcastically replying: "Do you have their number?". I will not be paying this fine due to the appalling Customer Service I have received from the company, not to mention the contradictory approach of the SouthWest Train officers. I have already appealed against my fine so the issue is pending; I would simply like to make a formal complaint against the rude officer who dealt with me, and the other customer, so poorly. I was in a rush so forgot to take his name, but his authorised collector number is SW6122. If that does not help, I have a small description of him: between 5'10" and 6'2", of Caribbean ethnicity and between 50 and 60 years of age. Whilst I am sure that he is not a bad person, I believe he may have had a rough morning and decided to take it out on customers. This is not only unacceptable for your company, in the sense that you will lose customers, but also for us [your clients]; we pay high prices to stand on the high capacity trains that we are provided with and, as such, it is extremely unappreciated when we are met with such a atrocious behaviour from someone who is in his position to help.

Problem History

  • 1 Kwasi Appiah reported the issue on FixMyTransport. close 11:44 28 Aug 2012
  • 2 Kwasi Appiah wrote to South West Trains close 11:44 28 Aug 2012

    Here is the letter that Kwasi Appiah wrote.

    Train Fine

    On the 28th of August, 2012, I arrived at Woking Train Station at precisely 08:29. Upon arrival, I joined the back of an extremely large queue that continued from inside the station to the taxi bay that lay just in front of Marks & Spencers [store adjacent to station]. I had been waiting for around 20 seconds until one of the station officers came out and directed the people in the queue with these words: "you can buy your tickets from officers on the trains; the barriers are open". As the only train that stopped at Vauxhall (until the next one came at 09:32) was leaving at 08:32 from Platform 2, I decided to take the advice and board the train. When on the train, I couldn't find a ticket issuer. I found the train conductor once the train stopped at the next station (I think it was Walton-on-Thames) and asked if I could buy a ticket from him; he informed me that he did not have the machine on him and then advised me to get back on and explain my situation when I departed the train at Vauxhall. Once I reached my destination, I promptly found a ticket officer with a machine who could issue me a £10 ticket from Woking to London Terminals [I had the exact change in my pocket]. This officer was dealing with a man who was also on my train, I think he got on at Surbiton, and had the exact same issue that I did; the officer was, however, clearly being extremely unhelpful with this man's claim and so the customer went off in frustration. Nevertheless, I decided to persevere with my claim as I may have missed details that led to the previous situation. Unfortunately, this same officer was completely awful with his approach; he would not even call Woking Station to investigate the problem I had informed him about, sarcastically replying: "Do you have their number?". I will not be paying this fine due to the appalling Customer Service I have received from the company, not to mention the contradictory approach of the SouthWest Train officers. I have already appealed against my fine so the issue is pending; I would simply like to make a formal complaint against the rude officer who dealt with me, and the other customer, so poorly. I was in a rush so forgot to take his name, but his authorised collector number is SW6122. If that does not help, I have a small description of him: between 5'10" and 6'2", of Caribbean ethnicity and between 50 and 60 years of age. Whilst I am sure that he is not a bad person, I believe he may have had a rough morning and decided to take it out on customers. This is not only unacceptable for your company, in the sense that you will lose customers, but also for us [your clients]; we pay high prices to stand on the high capacity trains that we are provided with and, as such, it is extremely unappreciated when we are met with such a atrocious behaviour from someone who is in his position to help.

  • 3 South West Trains responded to Kwasi Appiah close 11:46 28 Aug 2012
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    Thank you for your email to South West Trains' customer relations.

    This email facility is for your comments, suggestions and complaints
    regarding the service we provide. For frequently asked questions about our
    service please visit http://www.southwesttrains.co.uk/faq.aspx.

    If you would like information about train times and fares visit
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    alerts visit http://www.southwesttrains.co.uk/jca.aspx and for live train
    running information visit http://www.journeycheck.southwesttrains.....
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    If you wish to book a rail ticket or check availability please contact
    South West Trains' Customer Service Centre on 0845 6000 650 (0600 to 2200
    every day except Christmas Day and Boxing Day) or visit
    www.southwesttrains.co.uk.

    We will respond as soon as possible to your comments. Our promised response
    time is covered by South West Trains' Passengers' Charter. The Charter
    states that "we aim to provide a full reply within 20 working days" We
    will normally be able to respond much quicker than this but, at busy times,
    it may be necessary to work within this timescale.

    Please do not respond to this email as it has been sent automatically from
    an unattended mail box.
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  • 4 South West Trains responded to Kwasi Appiah close 14:26 28 Aug 2012
    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]

    [sort out their unhelpful staff email]

    Our ref:1695540

    28 August 2012
    Dear Sirs

    Thank you for your contact regarding our services. We do welcome feedback
    from our
    customers and have established a full range of media channels to enable
    direct contact
    with 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

    In order to guarantee a full and consistent response to the concerns
    raised, would you
    please advise our customer to use one of our established methods of contact.

    Regards
    Jan Ledbyrne
    Stagecoach South Western Trains
Comment
  • started 28 August 2012
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Train route between Vauxhall and Woking operated by South West Trains
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