“Please help me persuade Arriva Trains Wales to treat their regular customers with respect” – zoe cliffordO'Shea

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zoe cliffordO'Shea

I have experienced vertually the same problem as Bethan Williams:- http://www.fixmytransport.com/campaigns/fix-this-letter-of-complaint--2
The only difference in our stories really seem to be that I got on at Taffs Well on the 14th (the following day) and Bethans complaint does not mention if she was usually a season ticket holder.
Unfortunately my complaint of treatment by arriva trains wales resulted in a response simply stating that they would pass the matter on to their agency and that they would not comment further in the case that it would harm their case for prosecution. This is extremly unfair.
It was AFTER I bought the ticket that I was approached by someone who did not identify themselves I stoppped as I thought it was a customer survey on the part of Arriva Trains and was eager to give my feedback.

[further details removed at user's request; sent to Arriva]

Problem History

  • 1 zoe cliffordO'Shea reported the issue on FixMyTransport. close 21:46 07 Feb 2012
  • 2 zoe cliffordO'Shea wrote to Arriva Trains Wales close 21:46 07 Feb 2012

    Here is the letter that zoe cliffordO'Shea wrote.

    HELP ARRIVA TRAINS WALES PERSECUTION OF CUSTOMERS

    I have experienced vertually the same problem as Bethan Williams:- http://www.fixmytransport.com/campaigns/fix-this-letter-of-complaint--2
    The only difference in our stories really seem to be that I got on at Taffs Well on the 14th (the following day) and Bethans complaint does not mention if she was usually a season ticket holder.
    Unfortunately my complaint of treatment by arriva trains wales resulted in a response simply stating that they would pass the matter on to their agency and that they would not comment further in the case that it would harm their case for prosecution. This is extremly unfair.
    It was AFTER I bought the ticket that I was approached by someone who did not identify themselves I stoppped as I thought it was a customer survey on the part of Arriva Trains and was eager to give my feedback.
    [further details removed at user's request; sent to Arriva]

  • 3 zoe cliffordO'Shea added an update close 21:48 07 Feb 2012

    Futher complaint made to arriva tonight following posting viewed on this site

  • 4 Customer Relations responded to zoe cliffordO'Shea close 09:04 08 Feb 2012
    Thank you for contacting Arriva Trains Wales. Your message has
    been received and assigned the reference number  ATW-120207-BJD.

    Our usual target response time is ten working days, and we aim
    to provide you with a full reply within this timescale. If you
    have any queries in connection with your case, then please
    contact us on 08456 061 660. We're open between 8am and 8pm
    Mondays to Saturdays, or 11am until 8pm on Sundays.

    Please note that our role is primarily to investigate and
    respond to comments, complaints and suggestions regarding Arriva
    Trains Wales services. If you are planning a journey and need to
    find out times and fares, or to check if there is any disruption
    to services, please visit [1]www.arrivatrainswales.co.uk
    or [2]www.nationalrail.co.uk.

    Yours Sincerely

    Customer Relations

    Arriva Trains Wales 

    Diolch am gysylltu â Threnau Arriva Cymru. Mae’ch neges wedi
    cael ei derbyn a rhoddwyd iddi’r rhif cyfeirnod ATW-120207-BJD.

    Deg diwrnod gwaith yw’r amser ymateb rydym yn anelu ato fel
    arfer, a’n nod yw rhoi ateb llawn i chi cyn pen y cyfnod hwn. Os
    oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
    ar 08456 061 660. Rydym ar agor rhwng 8am ac 8pm o ddydd Llun i
    ddydd Sadwrn, neu rhwng 11am ac 8pm ar ddyddiau Sul.

    Nodwch mai ein swyddogaeth yn bennaf yw ymchwilio ac ymateb i
    sylwadau, cwynion ac awgrymiadau am wasanaethau Trenau Arriva
    Cymru. Os ydych chi’n cynllunio taith ac angen cael amserau a
    chostau tocynnau, neu holi a oes unrhyw darfu ar wasanaethau,
    ewch i [3]www.arrivatrainswales.co.uk
    neu [4]www.nationalrail.co.uk.

    Yn gywir

    Cysylltiadau Cwsmeriaid

    Trenau Arriva Cymru

    show quoted sections

    References

    Visible links
    1. http://www.arrivatrainswales.co.uk/
    2. http://www.nationalrail.co.uk/
    3. http://www.arrivatrainswales.co.uk/
    4. http://www.nationalrail.co.uk/
  • 5 Rhian Brewster commented close 23:13 10 Feb 2012

    I am in a similar situation, having travelled from Llandaf Station on the 13th of December and am now in possession of a very intimidating and hard to understand letter from TIL.

    I have emailed Arriva Trains tonight about the incident and heavy handedness of the letter and my treatment, as well as copying in my local Assembly Member, Passenger Focus and the BBC's X-Ray programme.

    I don't even understand what the TIL means when it says I should send 'written representation' in their letter. I haven't even had a copy of the statement I was forced to give to them that day.

    I am due to give birth in about 5 weeks time and this is the last thing I need!

  • 6 zoe cliffordO'Shea commented close 10:14 12 Feb 2012

    Rhian,
    I empathise with you. When I recieved your comment via e-mail to my phone and cant stop thinking about you as I know what you must be going through.
    Within literally hours of my posting on here and e-mail arriva again cc'ing in watchdog and the press I had a result to my satisfaction.
    I hope that you see this post and it gives you hope and motivation like bethans did for me.
    I would advise that if you do not here from arriva on monday that you still write to TIL.
    I spoke to a solicitor friend and will pass on their advice to you and anyone reading this:
    Write to TIL - tell them your mitigating circumstances for the day.
    Was it an innocent mistake like mine? I did not know it was illegal to board a valleys train without a ticket until they wrote to me and told me the reason for being stopped that day - under the 2005 regulations.
    In the response to me they state that there a posters up advising of the need to buy before you board I have not seen these.
    I was unwell it was a cold day so I wanted to board.
    I also didn't want to be late for work.
    You were pregnant.
    - strip your response to them of all emotion - as far as you can.
    Stick to the facts.

    Your complaint about treatment is a seperate matter and should be taken up with arriva seperatly and as it has gone this far arriva may rely on the opinion of TIL.
    TIL will not want to take a pregnant woman to magistrates court unless there has been a series offence caused. And arriva will not want to be seen doing this either.
    Another source of helpful info for me was a posting on www.parliment.com by TIL there they distinguish 3 types of passenger.
    Those that would seek to purchase a ticket and activelly seek the method to do so. Those who are apathetic and would not seek to pay. and thirdly those who actively try to avoid paying.
    If you have not already done so also post your cause on this site as it helps.
    GOOD LUCK AND PLEASE LET ME KNOW HOW YOU GET ON!

  • 7 zoe cliffordO'Shea commented close 10:27 12 Feb 2012

    As above but just to summarise, I had a response from Arriva at 7.55 am on the 8th.
    They advised that the individual dealing with the response would be out of the office until friday or monday but would consult with Transport Investigations Ltd and come back to me.
    A few e-mails later - I e-mailed my ticket number for that day as realised that this was also in Bethans e-mail and some ticket numbers for season tickets I had managed to keep. Then by about 10am they were e-mailing me to advise that they were dropping everything and would not be charging any fine and TIL would be writing to me to advise of this and to confirm about the buy before you board requirement.
    Arriva admitted that they need to do more so that passengers know that they need to buy before they board.
    I responded to acknowledge the e-mail, and to also advise that I agree it needs to be made more clear. BUT that at present if all travellers knew this the current facilities would not be able to cope as not only would the cues double but anyone who chanced getting on the train for fear of being late for work or any other appointment would be hasseling the conductor and pushing past and disturbing other passengers.
    I do not want train prices to go up because of fare dodgers but I do not wish to have the hassle and potential harresment as things stand.
    I am considering whether to switch to the bus as my prefered method of transport.
    I also have had contact from the press and am considering whether to go further with this or not.

    THANK YOU AGAIN TO FIXMYTRANSPORT after 2 months with only one cursory e-mail from arriva my problem has been resolved after posting on your site and I am sure that this had a lot to do with it. I would encourage anyone in similar circumstances to also post on this site; dont let these big companies ignore people like this and treat their customers with such disrespect they obviously dont realise the impact it has on peoples lives and as they have a monopoly do not really seem to care unless the press gets involved.

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  • started 7 February 2012
  • supporters 1
Cardiff Queen Street Rail Station in Cardiff operated by Arriva Trains Wales
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