“Please help me persuade ScotRail to turn on heating in carriages, between Perth and Aberdeen.” – A Esslemont

Description

A Esslemont

Journey - Aberdeen to Perth arrived in Perth midday Thursday 17th May.

The temperature in Perth was between 5C and 7C (approx 40-45F).

There was no heating in the carriages for the whole of the journey. I met a relative off the train, and she was so cold, she was actually shaking. She returns to Aberdeen, Sunday 4pm, when it will be colder.
Why are the drivers not heating the carriages??

(the train departed and arrived with precision timing - for goodness sake, lets get some heating to perfect the day)

A.Esslemont.

Problem History

  • 1 A Esslemont reported the issue on FixMyTransport. close 14:35 18 May 2012
  • 2 A Esslemont wrote to ScotRail close 14:35 18 May 2012

    Here is the letter that A Esslemont wrote.

    No heating in carriage for whole journey Abdn to Perth

    Journey - Aberdeen to Perth arrived in Perth midday Thursday 17th May.

    The temperature in Perth was between 5C and 7C (approx 40-45F).

    There was no heating in the carriages for the whole of the journey. I met a relative off the train, and she was so cold, she was actually shaking. She returns to Aberdeen, Sunday 4pm, when it will be colder.
    Why are the drivers not heating the carriages??

    (the train departed and arrived with precision timing - for goodness sake, lets get some heating to perfect the day)

    A.Esslemont.

  • 3 First Group Response responded to A Esslemont close 14:44 18 May 2012
    Thank you for contacting ScotRail. Under the terms of our Passengers' Charter, we aim to respond to all claims/correspondence within 7 working days.

    Please note that you will not be able to respond direct to this email.

    Whatever the weather, check your journey before you travel @ www.Scotrail.co.uk.

    Check out our new traffic alerts on our homepage for 'at-a-glance' view of live running information and sign up for our iphone app. You can also follow us on Twitter.
  • 4 A Esslemont added an update close 15:00 18 May 2012

    First Group confirmed receipt of the complaint advising response will be within 7 days.

  • 5 Scotrail Customer Relations responded to A Esslemont close 11:53 21 May 2012
    ScotRail
    Customer Relations
    PO Box 7030
    Fort William
    PH33 6WX

    Tel: 08456 015 929
    Fax: 01397 708 239

    Our Ref: SR6565830

    Dear A Esslemont

    Thank you for your email.

    As a Train Operating Company, we want to keep our customers happy.

    We have a series of initiatives in place to listen and act upon their comments. These channels range from 'Meet the Managers' at stations and on trains to Customer Forums.

    We also have a dedicated customer relations centre which aims to respond to queries or complaints as quickly and effectively as possible.

    We encourage our customers to contact us directly to help give them the service they expect and deserve.

    Thank you for taking the time to write.

    Should you need to reply to this email, please respond to [ScotRail problem reporting email].

    Yours sincerely

    Mark Wray
    Customer Relations Advisor

    First ScotRail Limited. Registered in Scotland No SC185018. Registered Office: 395 King Street, Aberdeen AB24 5RP

    First ScotRail Limited. Registered in Scotland No. SC185018. Registered office: 395 King Street, Aberdeen, AB24 5RP.

    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
  • 6 A Esslemont commented close 18:41 29 Jun 2012

    A general statement of Scotrail's intention of pleasing customers was received.

    It was heartwarming, which can certainly not be said of the conditions in the carriage.

  • 7 Myf Nixon commented close 15:55 04 Jul 2012

    FixMyTransport Admin here.

    I'm sorry to say that I see Scotrail have a track record of responding like this to FixMyTransport messages, and you are unlikely to see a further reply.

    We believe there is no good reason for an operator not to engage with its customers through the site, so our advice would be to write back (using the 'reply to this message by email' button below their message) and say that this is your preferred method of communication.

    However if you prefer to follow their own guidelines and take communication offline, please do come back and update us on any progress you've made. This way there will be a public record, plus a chance for others to add their support and discuss the issue. Scotrail's email address is Scotrailcustomer.relations@firstgroup.com.

    Good luck.

    anorak
    admin
Comment
  • started 18 May 2012
  • supporters 1
Train route between Aberdeen and Perth operated by ScotRail
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