Description
Derek Manson-Smith
The number of announcements, often given first by the train manager and then repeated word for word by an automated announcement, is driving me mad and really interfering with any conversation with fellow travellers. It is not just Virgin Trains but applies equally to ScotRail and probably the rest of the TOCs. This has really become pronounced over the past few years and a lot of it is unnecessary and really irritating. One simple announcement of necessary information please, and cut the rest. Honest, I won't sue the train company if it neglects to tell me how to blow my nose.
Problem History
- 1 Derek Manson-Smith reported the issue on FixMyTransport. close 13:27 10 Sep 2011
-
2
Derek Manson-Smith wrote to Virgin Trains
close
13:27 10 Sep 2011
Here is the letter that Derek Manson-Smith wrote.
Annoying announcements
The number of announcements, often given first by the train manager and then repeated word for word by an automated announcement, is driving me mad and really interfering with any conversation with fellow travellers. It is not just Virgin Trains but applies equally to ScotRail and probably the rest of the TOCs. This has really become pronounced over the past few years and a lot of it is unnecessary and really irritating. One simple announcement of necessary information please, and cut the rest. Honest, I won't sue the train company if it neglects to tell me how to blow my nose.
-
3
Relations, Customer responded to Derek Manson-Smith
close
13:30 10 Sep 2011
Thank you for contacting us.
This is an automated email acknowledgement confirming receipt of
your email.
We will respond again shortly.
Regards,
Customer Relations
Virgin Trains.
show quoted sections
________________________________
****************************************************************************************
The information in this email is confidential and/or privileged
and intended solely for the use of the individual to whom it is
addressed. If you are not the intended recipient, you must not
read, use, copy, print or disseminate the information - please
advise the originator immediately by reply e-mail and delete it.
Although this email and any attachments are believed to be free
of any virus, or any other defect which might affect any
computer or IT system into which they are received and opened,
it is the responsibility of the recipient to ensure that they
are virus free and no responsibility is accepted by Virgin
Trains for any loss or damage arising in any way from receipt or
use thereof.
Any opinions expressed in this email message are those of the
sender and do not represent those of Virgin Trains or affiliated
Companies in any way and reliance should not be placed upon its
contents. Unless otherwise stated this email message is not
intended to be contractually binding. Where an Agreement exists
between our respective companies and there is conflict between
the contents of this email message and the Agreement then the
terms of that Agreement shall prevail
Thank you
[email address]
Virgin Trains is the trading name for West Coast Trains Limited
(a subsidiary of Virgin Rail Group Ltd), a company registered in
England and
Wales (number 3007940) whose registered office is at The School
House, 50 Brook Green. London. W6 7RR
****************************************************************************************
This message has been scanned for malware by Websense.
[1]www.websense.com
References
Visible links
1. http://www.websense.com/ -
4
Myf Nixon commented
close
10:53 12 Sep 2011
I know what you mean, Derek! As a longtime commuter to London, I got used to snoozing through the announcements early in the morning, but it took a while to be able to do that.
anorakadmin -
5
Peter Mount commented
close
11:24 12 Sep 2011
Southeastern are similar, when they actually have the onboard announcements working.
Many times the boards are not working so the Guard has to announce each one, other times the 'digital doris' as she's locally known as gets cut off by the guard who then says exactly the same thing.
Volume is another issue, sometimes it's so low it's useless but at other times it's so loud that you end up with a headache when you get off.
-
6
Virgin Trains responded to Derek Manson-Smith
close
12:12 12 Sep 2011
Dear Mr D Manson-Smith,
Thank you for your email which we received on 10 September 2011.
Your comments have been entered into our case management system
under reference 4-2063742 and we will respond to you as soon as
possible,
If it is an urgent matter, however, you may wish to give us a
call on 0845 000 8000 quoting the above reference. In the
meantime, we will do our utmost to arrange a swift response.
Regards
Virgin Trains Customer Relations Team
show quoted sections
This message has been scanned for malware by Websense.
[1]www.websense.com
References
Visible links
1. http://www.websense.com/ -
7
Paul Hollinghurst commented
close
13:11 12 Sep 2011
I fully agree. Pendolinos now make automatic announcements about 'reporting suspicious looking people' at every single station stop.
It applies in many other places; Kings Cross Station has very frequent announcements saying there are security patrols; do we really need to be continually reminded of this?
Keep announcements for useful information.
anorakadmin -
8
Michael Nolan commented
close
12:38 19 Sep 2011
I'm on a train from Liverpool to London *right now* and not too bad - no announcements from the shop themselves and just the train manager speaking before each stop and welcoming new passengers once it's set off again.
-
9
Paul Hollinghurst commented
close
13:21 19 Sep 2011
Michael. Yes, I travelled from London to Liverpool last Friday and back on Sunday and there were no automatic announcements. The announcements were mainly by the train manager with just a couple from the shop. All were all clear, informative and welcoming - much better than the barrage of automatic announcements (endlessly reminding you to report suspicious people) and I think much more appropriate particularly for long distance services.
anorakadmin -
10
Virgin Trains responded to Derek Manson-Smith
close
15:09 21 Oct 2011
Dear Mr Manson-Smith,
Thank you for passing on your clients feedback which we received
on 10^th September 2011. I would like to offer my sincere
apologies for the significant delay to our response. I am very
grateful for your patience and understanding in this matter.
I am sorry that they are dissatisfied with the on board
announcements on their journey.
The auto announcer is a useful tool when there are station stops
that are close together, as it enables the Train Manager to walk
through the train without having to stay near to a public
address handset to announce the approach of a station. Our Train
Managers are advised that they should still make their normal
announcements at stations where there is time to do so.
The challenge is to strike a sensible balance between keeping
customers informed, and not intruding upon your travel time. I
know how frustrating it can be when that balance is not right.
Please accept my apologies for the way their journey was
disturbed, and I will make sure their comments are included as
part of our review.
Thank you for contacting us. We value comments, and we welcome
the opportunity this gives us to understand what our customers
require from our service.
Yours sincerely
Ben Evers
Customer Relations
show quoted sections
This message has been scanned for malware by Websense.
[1]www.websense.com
References
Visible links
1. http://www.websense.com/ -
11
Derek Manson-Smith commented
close
10:45 26 Jan 2012
My complaint has not had any effect on the problem. While this site looks good in principle I suspect those to whom it is directed simply igonore it.
Problem Reporter
