“Please help me persuade Northern Rail to treat customers equally - irrespective of their boarding station!” – Barry Applegarth

Description

Barry Applegarth

On the 8:20 this morning the conductor refused to sell me a ticket because I had boarded at a station with a ticket office and he first had to serve all those who had boarded at other stations. He took longer explaining this than it would to have given me the ticket. What a bizarre business rule this is. I can think of no other business that would rather give a lecture than take a customer's money. Although the train was only c10% full he never returned and had disappeared when the train terminated at Leeds.
He may have had to rush off to a jobsworths' convention.
I'm afraid this is not 21st century customer service.

Problem History

  • 1 Barry Applegarth reported the issue on FixMyTransport. close 09:17 05 Apr 2012
  • 2 Barry Applegarth wrote to Northern Rail close 09:17 05 Apr 2012

    Here is the letter that Barry Applegarth wrote.

    Trying to Buy a Ticket

    On the 8:20 this morning the conductor refused to sell me a ticket because I had boarded at a station with a ticket office and he first had to serve all those who had boarded at other stations. He took longer explaining this than it would to have given me the ticket. What a bizarre business rule this is. I can think of no other business that would rather give a lecture than take a customer's money. Although the train was only c10% full he never returned and had disapperared when the train terminated at Leeds.
    He may have had to rush off to a jobsworths' convention.
    I'm afraid this is not 21st century customer service.

  • 3 Customer Relations responded to Barry Applegarth close 09:20 05 Apr 2012
    Dear Customer

    Customer Relations

    Case Reference: NR/253009

    Thank you for taking the time to contact Northern, the train
    company serving communities across the north of England.

    We aim to respond within 20 working days.

    In the meantime we can confirm receipt of your feedback/enquiry.

    Kind regards

    Customer Relations Officer

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  • 4 Northern Rail responded to Barry Applegarth close 08:24 09 Apr 2012
    [Treat customers equally - irrespective of their boarding station! email]
    Northern Rail 253009

    09 April 2012

    Our Reference NR/ 253009

    Dear [Treat customers equally - irrespective of their boarding station! email]

    Thank you for your e-mail, which I received recently.

    Thank you for your recent email. Please rest assured that your feedback has now been passed on to the relevant teams in Northern. Should you wish to know more please contact us directly at [Northern Rail problem reporting email].

    Yours sincerely

    Stephen Smith
    Customer Relations Officer
    FREEPOST RLSL-ABEC-BGUU
    Northern Customer Relations
    First Floor, The Travel Centre
    City Railway Station
    Leeds
    LS1 4DY

    Tel 0845 00 00 125
    Fax 0113 2479 059

    http://www.northernrail.org

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Comment
  • started 5 April 2012
  • supporters 1
Train route between Garforth and Leeds operated by Northern Rail, First TransPennine Express
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