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Description

Mark Jones

We were travelling through Northampton on the 24th of May in the evening, and needed to purchase a ticket from Northampton to Milton Keynes, Having purchased a ticket at Chester earlier that used the special concession for blind or visually impaired people, your staff member refused to give us a discount 'as the wording on the (proof of disability) card was different to that of his partner'. This is unprofessional and biased, and as a result we were forced to pay full fare between Northampton and Milton Keynes.

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Problem History

  • 1 Mark Jones reported the issue on FixMyTransport. close 09:06 31 May 2012
  • 2 Mark Jones wrote to London Midland close 09:06 31 May 2012

    Here is the letter that Mark Jones wrote.

    Discriminatory Station Staff

    We were travelling through Northampton on the 24th of May in the evening, and needed to purchase a ticket from Northampton to Milton Keynes, Having purchased a ticket at Chester earlier that used the special concession for blind or visually impaired people, your staff member refused to give us a discount 'as the wording on the (proof of disability) card was different to that of his partner'. This is unprofessional and biased, and as a result we were forced to pay full fare between Northampton and Milton Keynes.

    anorak
    admin
  • 3 Shaun McDonald commented close 15:57 31 May 2012

    What is the difference in the wording of on the two cards?

    anorak
  • 4 Mark Jones commented close 17:09 31 May 2012

    Shaun: See the attached photo.

    anorak
    admin
  • 5 Mark Jones commented close 17:20 31 May 2012

    The key word here is 'sight' impaired. He said that that is the only word which is not the same as his card, despite sight impairment and Visual Impairment being one and the same.

    anorak
    admin
  • 6 London Midland responded to Mark Jones close 13:52 22 Jun 2012
    Dear Mr Jones

    Thank you for your e-mail.

    I am sorry to hear about the comments you made about one of our members of
    staff. At London Midland we expect all members of staff to maintain a high
    level of professionalism and provide an excellent customer service at all
    times and I am sorry to hear that this was not demonstrated to you when you
    travelled with us recently.

    We take any allegations of this nature very seriously and would like to
    carry out a full investigation in to the matter. In order for me to do
    this, can I please ask you to send me the tickets and copies of his
    documentation to us directly under ref: 1956404 so that we can look in to
    this matter further.

    You can contact us by e-mailing [London Midland problem reporting email] or by writing to
    our freepost address: London Midland, Freepost MID17926, Birmingham, B2
    4QT.

    I look forward to hearing from you shortly.

    Yours sincerely,

    Fiona Allen
    Customer Relations Team Leader

    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
  • 7 Mark Jones wrote to London Midland close 14:00 25 Jun 2012

    Dear Fiona

    as I have only one of the tickets remaining will it be OK if I still sent it to you? or will it need both tickets?

    -----Original Message-----

    Dear Mr Jones

    Thank you for your e-mail.

    I am sorry to hear about the comments you made about one of our members of
    staff. At London Midland we expect all members of staff to maintain a high
    level of professionalism and provide an excellent customer service at all
    times and I am sorry to hear that this was not demonstrated to you when you
    travelled with us recently.

    We take any allegations of this nature very seriously and would like to
    carry out a full investigation in to the matter. In order for me to do
    this, can I please ask you to send me the tickets and copies of his
    documentation to us directly under ref: 1956404 so that we can look in to
    this matter further.

    You can contact us by e-mailing [London Midland problem reporting email] or by writing to
    our freepost address: London Midland, Freepost MID17926, Birmingham, B2
    4QT.

    I look forward to hearing from you shortly.

    Yours sincerely,

    Fiona Allen
    Customer Relations Team Leader

    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

    anorak
    admin
  • 8 Mark Jones added an update close 14:01 25 Jun 2012

    Just asking if I can only send in one of the tickets...

    anorak
    admin
  • 9 London Midland responded to Mark Jones close 11:13 26 Jun 2012
    Dear Mr Jones

    Thank you for your e-mail.

    I will be more than happy to accept the one remaining ticket you have which
    details the journey you made on 24th May 2012 between Northampton and
    Milton Keynes. It would also be helpful if you could send in a photocopy of
    your concessionary pass. Our freepost address is London Midland, Freepost
    MID17926, Birmingham, B2 4QT.

    Can you also please state your e-mail address in the next e-mail you send
    to me relating to this matter? Unfortunately, our system only retains the
    e-mail contact from the initial e-mail that we receive.

    I look forward to hearing from you shortly.

    Yours sincerely,

    Fiona Allen
    Customer Relations Team Leader

    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
  • 10 Mark Jones added an update close 17:38 12 Jul 2012

    I've emailed the Customer Services team directly, but will update this page at some point.

    anorak
    admin
  • 11 Mark Jones wrote to London Midland close 11:33 20 Aug 2012

    Dear Fiona,

    I was wondering if you had any updates to my complaint, as I have not heard from you since you asked me to send in the tickets.

    Many Thanks
    Mark Jones

    anorak
    admin
  • 12 Mark Jones added an update close 11:33 20 Aug 2012

    All Quiet, are they trying to hide something>

    anorak
    admin
  • 13 London Midland responded to Mark Jones close 14:10 21 Aug 2012
    Dear Mr Jones

    Thank you for your e-mail.

    In response to your query in order for us to look in to this further can
    you provide us with a reference number for the case or any information that
    may help us?

    Once we receive same we will write to you again. In the meantime thank you
    for taking the time to contact us.

    Yours sincerely,

    Lisa Nolan
    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
  • 14 Mark Jones wrote to London Midland close 08:30 01 Nov 2012

    Re: Reference: 1975719

    The missing reference number is 1956404, I'm sorry for any confusion and the delayed response to your email.

    Sincerely,
    Mark Jones.

    -----Original Message-----

    Dear Mr Jones

    Thank you for your e-mail.

    In response to your query in order for us to look in to this further can
    you provide us with a reference number for the case or any information that
    may help us?

    Once we receive same we will write to you again. In the meantime thank you
    for taking the time to contact us.

    Yours sincerely,

    Lisa Nolan
    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

    anorak
    admin
  • 15 Comments responded to Mark Jones close 08:30 01 Nov 2012
    This is confirmation that we have received your email.

    We aim to respond to you within 10 working days (in line with
    our Passengers Charter).

    Unfortunately, due to an unusually high volume of
    correspondence, responses may take longer.  For an indication of
    the approximate dates we are working on, please click on this
    link [1]http://www.londonmidland.com/contact/con... and
    scroll down to the section titled "Customer Relations
    correspondence dates".

    If the matter is clearly urgent, we will try our best to reply
    sooner.

    Thank you for your patience.

    Kind Regards,

    Customer Relations Team

    London Midland

    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

    References

    Visible links
    1. http://www.londonmidland.com/contact/con...
  • 16 Mark Jones asked for advice. close 15:38 16 Dec 2012

    I've been sent vouchers, but feel that still does not solve the issue. What can I do?

    anorak
    admin
  • 17 Mark Jones wrote to Comments close 19:36 24 Dec 2012

    To Whom It May Concern,

    I recently received travel vouchers in the post regarding the matter of Discrimination of myself and my Fiancée at Northampton Station. I feel the matter is still open as the letter I received did not outline what steps had been taken to rectify this issue:
    Has an investigation been conducted? Has the Staff Member concerned been reprimanded for his actions? Has there been any change in London Midland's advice given to Ticket Sales Assistants on the issue of discounts provided for disabled passengers?

    I am wishing to travel with you again soon, however i'd like to know that I won't face any issues on my journey and that you've taken steps to stop any future issues like this from arising. You have my personal email address and Postal address on record should you wish to contact me away from FixMyTransport,

    Merry Christmas,
    Mark Jones.

    anorak
    admin
  • 18 Comments responded to Mark Jones close 19:36 24 Dec 2012
    This is confirmation that we have received your email.

    Unfortunately, due to an unusually high volume of
    correspondence, responses may take longer.  For an indication of
    the approximate dates we are working on, please click on this
    link [1]http://www.londonmidland.com/contact/con... and
    scroll down to the section titled "Customer Relations
    correspondence dates".

    If the matter is clearly urgent, we will try our best to reply
    sooner.

    Thank you for your patience.

    Kind Regards,

    Customer Relations Team

    London Midland

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

    ----------------------------------------------------------------

    Save a tree... Please don't print this email unless you really
    need to.

    ----------------------------------------------------------------

    This email is sent subject to our email disclaimer which can be
    accessed online at www.londonmidland.com/disclaimer

    References

    Visible links
    1. http://www.londonmidland.com/contact/con...
  • 19 Mark Jones added an update close 19:37 24 Dec 2012

    I was not happy with the response I had from London Midland, so I'm asking them again if they've done something to stop the discrimination.

    anorak
    admin
  • 20 Mark Jones commented close 13:48 21 Nov 2013

    I called LM - Their records changed in March, and the way they handle complaints about staff means that the Customer Services team will not hear of any resolution, so my letter and voucher was their way of saying "it's been fixed".
    So, Problem solved, I guess...!

    anorak
    admin
Comment
  • started 31 May 2012
  • supporters 3
Northampton Rail Station in Northampton operated by London Midland
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