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“Please help me persuade Transport for London to sORT THEIR TICKET MACHINES OUT!” – Natalie Marie

Description

Natalie Marie

Ok here's another rant! Apologies in advanced but I’m getting it all out!!!

Ok so we get ticket inspectors running along our trams like the big I am and when some poor everyday traveller is found guilty big warnings and fines are issued....

But what in the instance of those people who are unable to gain tickets because good ol TFL have yet again failed to either update the change in the machine or fix one broken!.

I and my partner for one have fallen victim to this which I’m sure many others have! Now I know most stops have 2 machines so if one is down. the other is ok to use! fair enough!.

Not in the case of the lovely Phipps bridge though! OHHH NO!
In many cases I have had instances where my oyster has run out of money so therefore I think far enough I’ll get a ticket!......
"Sorry this machine is out of service please use another" ...OK!..........Move along to the next machine......."This machine is currently not giving change, please use correct amount. if the correct amount is not entered a refund receipt will be printed!" Ok that’s fine so I start to order my ticket. It then says that the machine is self-testing and to wait a minute so I do......Then I begin to TRY and insert my money!.......but for some reason the coin mechanism seems to reject anything I put in! Eventually it starts to accept only to then fail again and return all my money.

so by this point I was a little annoyed but didn’t get too angry cause I knew TFL had their help point system in place. So I use the help button and wait while it rings for someone......I wait.......Still waiting.......after about 2 minutes I’m a little agitated but just continue to wait patiently as I understand that peoples jobs get busy no matter what type of job you do!..........I'm still waiting as my Tram appears in the near distance approaching the stop! What do I do!?

So I make the decision to take this tram and explain to what I believed to be an understanding Ticket Inspector should they come along.....And they do....about 4 stops down the line. So rather than await someone to approach me, I make the decision to approach a nice looking fellow to explain.

I expected him to give me a slight telling off, Which is fair do’s.......BUT OH NO!!!
He looks at me! smirks! and then tells me that he would be issuing me with a £40 (Maybe it was £50??) fine which if I was a good girl and paid within 2 weeks would be knocked to a still steep (for a 2.30 journey) £20!!!!....

Well I’m not one for being rude but I was shocked! I had explained EVERYTHING politely and to full detail but every attempt was brushed off as excuses! I FAIL to see how the fault on both machines and the failed reply from the help point are MY fault!??? I am not a psychic who can suddenly just see into the future that on this day at this time the machines will not work and TFL will fail to answer the help calls of a tram passenger! and the fact that the Ticket inspector spoke down to me like I was about 5 was what really rattled my cage!!

So anyway he pulled me off at the next stop! so I ask him to just hold his tongue long enough to allow me to call my boss and advise I’d be late and as to why!!? luckily they were a lot more understanding than this GUY!.

I even offered to pay at this stop for the cost of my one way journey but OH NO! TFL Can’t allow that!......So by this point I’m really bugged that I’ve A - Been through all the processes I can, doing my best to travel with payment or permission and then even offered to go beyond that and pay at the next stop and be late for work!!!!!!.......which in all fairness is a lot more than someone else would do!!!......

I DID get a fine and I did have to pay it, regardless of my attempts at disputing it.
I don’t see how anyone, let alone workers of the London transport system could, whether I paid or not, to talk to me the way he did and how they could allow this employee to disregard my events as "STORY" or an "Excuse" and make me feel….well…like a criminal in all honesty! It was like being pulled up by a police officer and read my rights.

TFL need to re think their process for this and also to train their staff with more manners cause, in no way was I rude to this man at any time during my ordeal, no matter how frustrated I was getting! And this hasn’t just happened to me either!!!! Its happened to my partner, 2 of my friends and also people I see get on the tram each and every day from my stop!

Fair enough if someone hasn’t paid and is genuinely not bothered, fine them because you should pay for the travel like everyone else, but when someone tries to explain to ticket inspectors that it is a genuine fault on TFL's side, don’t disregard it as excuses and then intimidate the passenger into thinking they’re a criminal! because all that does is cause unnecessary distress for the passenger and the ticket inspector and also passes on a really bad view of all ticket inspectors! and as they say don’t judge a book by its cover but it’s a little hard when you know several people all with the same experience.

SAORRY FOR THIS BEING SO LONG BUT I HAD TO GET IT OUT

Problem History

  • 1 Natalie Marie reported the issue on FixMyTransport. close 12:17 20 Apr 2012
  • 2 Natalie Marie wrote to Transport for London close 12:17 20 Apr 2012

    Here is the letter that Natalie Marie wrote.

    TICKET MACHINES ANNOYING!!!

    Ok here's another rant! Apologies in advanced but I’m getting it all out!!!

    Ok so we get ticket inspectors running along our trams like the big I am and when some poor everyday traveller is found guilty big warnings and fines are issued....

    But what in the instance of those people who are unable to gain tickets because good ol TFL have yet again failed to either update the change in the machine or fix one broken!.

    I and my partner for one have fallen victim to this which I’m sure many others have! Now I know most stops have 2 machines so if one is down. the other is ok to use! fair enough!.

    Not in the case of the lovely Phipps bridge though! OHHH NO!
    In many cases I have had instances where my oyster has run out of money so therefore I think far enough I’ll get a ticket!......
    "Sorry this machine is out of service please use another" ...OK!..........Move along to the next machine......."This machine is currently not giving change, please use correct amount. if the correct amount is not entered a refund receipt will be printed!" Ok that’s fine so I start to order my ticket. It then says that the machine is self-testing and to wait a minute so I do......Then I begin to TRY and insert my money!.......but for some reason the coin mechanism seems to reject anything I put in! Eventually it starts to accept only to then fail again and return all my money.

    so by this point I was a little annoyed but didn’t get too angry cause I knew TFL had their help point system in place. So I use the help button and wait while it rings for someone......I wait.......Still waiting.......after about 2 minutes I’m a little agitated but just continue to wait patiently as I understand that peoples jobs get busy no matter what type of job you do!..........I'm still waiting as my Tram appears in the near distance approaching the stop! What do I do!?

    So I make the decision to take this tram and explain to what I believed to be an understanding Ticket Inspector should they come along.....And they do....about 4 stops down the line. So rather than await someone to approach me, I make the decision to approach a nice looking fellow to explain.

    I expected him to give me a slight telling off, Which is fair do’s.......BUT OH NO!!!
    He looks at me! smirks! and then tells me that he would be issuing me with a £40 (Maybe it was £50??) fine which if I was a good girl and paid within 2 weeks would be knocked to a still steep (for a 2.30 journey) £20!!!!....

    Well I’m not one for being rude but I was shocked! I had explained EVERYTHING politely and to full detail but every attempt was brushed off as excuses! I FAIL to see how the fault on both machines and the failed reply from the help point are MY fault!??? I am not a psychic who can suddenly just see into the future that on this day at this time the machines will not work and TFL will fail to answer the help calls of a tram passenger! and the fact that the Ticket inspector spoke down to me like I was about 5 was what really rattled my cage!!

    So anyway he pulled me off at the next stop! so I ask him to just hold his tongue long enough to allow me to call my boss and advise I’d be late and as to why!!? luckily they were a lot more understanding than this GUY!.

    I even offered to pay at this stop for the cost of my one way journey but OH NO! TFL Can’t allow that!......So by this point I’m really bugged that I’ve A - Been through all the processes I can, doing my best to travel with payment or permission and then even offered to go beyond that and pay at the next stop and be late for work!!!!!!.......which in all fairness is a lot more than someone else would do!!!......

    I DID get a fine and I did have to pay it, regardless of my attempts at disputing it.
    I don’t see how anyone, let alone workers of the London transport system could, whether I paid or not, to talk to me the way he did and how they could allow this employee to disregard my events as "STORY" or an "Excuse" and make me feel….well…like a criminal in all honesty! It was like being pulled up by a police officer and read my rights.

    TFL need to re think their process for this and also to train their staff with more manners cause, in no way was I rude to this man at any time during my ordeal, no matter how frustrated I was getting! And this hasn’t just happened to me either!!!! Its happened to my partner, 2 of my friends and also people I see get on the tram each and every day from my stop!

    Fair enough if someone hasn’t paid and is genuinely not bothered, fine them because you should pay for the travel like everyone else, but when someone tries to explain to ticket inspectors that it is a genuine fault on TFL's side, don’t disregard it as excuses and then intimidate the passenger into thinking they’re a criminal! because all that does is cause unnecessary distress for the passenger and the ticket inspector and also passes on a really bad view of all ticket inspectors! and as they say don’t judge a book by its cover but it’s a little hard when you know several people all with the same experience.

    SAORRY FOR THIS BEING SO LONG BUT I HAD TO GET IT OUT

  • 3 [email address] responded to Natalie Marie close 12:21 20 Apr 2012
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 4 [email address] responded to Natalie Marie close 17:42 28 Apr 2012
    Dear Madam,

    Thank you for your e-mail. I appreciate that you are feeling very
    frustrated and I will do everything I can to investigate the circumstances
    around your complaint. In order to take this further, would you be kind
    enough to advise me of the date and time that you travelled?

    I can be contacted at [email address] or via phone on 020 8665 9695
    usually after 10:00 Monday to Friday.

    Yours sincerely

    Keri Watkins
    Executive Assistant

    Tram Operations Limited. Registered in England & Wales No. 03097532.
    Registered Office: Tramlink Depot, Coomber Way, Croydon, Surrey, CR0 4TQ.

    DO NOT DELETE.............................
    {ticketno:[2658183]}
    DO NOT DELETE.............................

    Original Text
    |---------+-----------------------------------------------------------|
    |From: |[SORT THEIR TICKET MACHINES OUT! email] |
    |---------+-----------------------------------------------------------|
    |To: |[Transport for London problem reporting email] |
    |---------+-----------------------------------------------------------|
    |CC: |[email address] |
    |---------+-----------------------------------------------------------|
    |Sent: |20.04.12 12:20:04 |
    |---------+-----------------------------------------------------------|
    |Subject: |TICKET MACHINES ANNOYING!!! |
    |---------+-----------------------------------------------------------|

    Dear Transport for London,

    Ok here's another rant! Apologies in advanced but I’m getting it
    all out!!!

    Ok so we get ticket inspectors running along our trams like the big
    I am and when some poor everyday traveller is found guilty big
    warnings and fines are issued....

    But what in the instance of those people who are unable to gain
    tickets because good ol TFL have yet again failed to either update
    the change in the machine or fix one broken!.

    I and my partner for one have fallen victim to this which I’m sure
    many others have! Now I know most stops have 2 machines so if one
    is down. the other is ok to use! fair enough!.

    Not in the case of the lovely Phipps bridge though! OHHH NO! In
    many cases I have had instances where my oyster has run out of
    money so therefore I think far enough I’ll get a ticket!......
    "Sorry this machine is out of service please use another"
    ...OK!..........Move along to the next machine......."This machine
    is currently not giving change, please use correct amount. if the
    correct amount is not entered a refund receipt will be printed!" Ok
    that’s fine so I start to order my ticket. It then says that the
    machine is self-testing and to wait a minute so I do......Then I
    begin to TRY and insert my money!.......but for some reason the
    coin mechanism seems to reject anything I put in! Eventually it
    starts to accept only to then fail again and return all my money.

    so by this point I was a little annoyed but didn’t get too angry
    cause I knew TFL had their help point system in place. So I use the
    help button and wait while it rings for someone......I
    wait.......Still waiting.......after about 2 minutes I’m a little
    agitated but just continue to wait patiently as I understand that
    peoples jobs get busy no matter what type of job you
    do!..........I'm still waiting as my Tram appears in the near
    distance approaching the stop! What do I do!?

    So I make the decision to take this tram and explain to what I
    believed to be an understanding Ticket Inspector should they come
    along.....And they do....about 4 stops down the line. So rather
    than await someone to approach me, I make the decision to approach
    a nice looking fellow to explain.

    I expected him to give me a slight telling off, Which is fair
    do’s.......BUT OH NO!!! He looks at me! smirks! and then tells me
    that he would be issuing me with a £40 (Maybe it was £50??) fine
    which if I was a good girl and paid within 2 weeks would be knocked
    to a still steep (for a 2.30 journey) £20!!!!....

    Well I’m not one for being rude but I was shocked! I had explained
    EVERYTHING politely and to full detail but every attempt was
    brushed off as excuses! I FAIL to see how the fault on both
    machines and the failed reply from the help point are MY fault!???
    I am not a psychic who can suddenly just see into the future that
    on this day at this time the machines will not work and TFL will
    fail to answer the help calls of a tram passenger! and the fact
    that the Ticket inspector spoke down to me like I was about 5 was
    what really rattled my cage!!

    So anyway he pulled me off at the next stop! so I ask him to just
    hold his tongue long enough to allow me to call my boss and advise
    I’d be late and as to why!!? luckily they were a lot more
    understanding than this GUY!.

    I even offered to pay at this stop for the cost of my one way
    journey but OH NO! TFL Can’t allow that!......So by this point I’m
    really bugged that I’ve A - Been through all the processes I can,
    doing my best to travel with payment or permission and then even
    offered to go beyond that and pay at the next stop and be late for
    work!!!!!!.......which in all fairness is a lot more than someone
    else would do!!!......

    I DID get a fine and I did have to pay it, regardless of my
    attempts at disputing it. I don’t see how anyone, let alone workers
    of the London transport system could, whether I paid or not, to
    talk to me the way he did and how they could allow this employee to
    disregard my events as "STORY" or an "Excuse" and make me
    feel….well…like a criminal in all honesty! It was like being pulled
    up by a police officer and read my rights.

    TFL need to re think their process for this and also to train their
    staff with more manners cause, in no way was I rude to this man at
    any time during my ordeal, no matter how frustrated I was getting!
    And this hasn’t just happened to me either!!!! Its happened to my
    partner, 2 of my friends and also people I see get on the tram each
    and every day from my stop!

    Fair enough if someone hasn’t paid and is genuinely not bothered,
    fine them because you should pay for the travel like everyone else,
    but when someone tries to explain to ticket inspectors that it is a
    genuine fault on TFL's side, don’t disregard it as excuses and then
    intimidate the passenger into thinking they’re a criminal! because
    all that does is cause unnecessary distress for the passenger and
    the ticket inspector and also passes on a really bad view of all
    ticket inspectors! and as they say don’t judge a book by its cover
    but it’s a little hard when you know several people all with the
    same experience.

    SAORRY FOR THIS BEING SO LONG BUT I HAD TO GET IT OUT

    show quoted sections
  • 5 Peter Dixon commented close 16:27 29 Apr 2012

    Hello Natalie

    To respond to this message, please expand comment (4) and hit the blue button marked REPLY TO THIS MESSAGE BY EMAIL.

    Kind regards

    FixMyTransport Volunteer

    anorak
    admin
  • 6 [email address] responded to Natalie Marie close 16:42 05 Jun 2012
    Dear Madam,

    I will be closing this complaint as I have been unable to ascertain the
    finer details that would enable me to investigate your complaint any
    further. If you wish to contact me to re-open your file then please contact
    me at [email address]

    Yours sincerely

    Keri Watkins
    Executive Assistant

    Tram Operations Limited. Registered in England & Wales No. 03097532.
    Registered Office: Tramlink Depot, Coomber Way, Croydon, Surrey, CR0 4TQ.

    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
Comment
  • started 20 April 2012
  • supporters 3
Phipps Bridge Tramlink Stop in Morden
Problem Reporter
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