Great Western Coffee Shop

On my recent travels, especially throughout Cornwall there seems to be a massive increase in visible staff both onboard and at stations. The additional staff all wear badges highlighting their position as customer service,
Has GWR been on a massive customer service recruitment drive, or just pulled staff out of hiding onto the front line?

Also seems to be a massive increase in RPI presence, at least 50% of the services I've used in the last fortnight have had RPIs onboard.

It certainly looks good if all these extra staff are assisting customers who'd normally struggle along.

Another reason for this could well be the increase in the level of security with the recent raise of terrorist threat level.

The RPIs will be enforcing the new Penalty Fare regime.

I hope they're not out enforcing it now. It doesn't come into effect until 23rd May.

What I overheard, the RPI I seen yesterday was selling tickets and educating passengers. Same with the one I encountered at the weekend.
A passenger saw her at the door and highlight a TVM was frozen, RPI went and had a play with the tvm, phoned through the fault and sold tickets no question to passengers from that station.

What is this new penalty fare regime? Anything major?

I think there's been an increase in staff all over since the start of the new year. Places like Torre, Dawlish Warren and Exeter St Thomas have got a platform presence for a fair chunk of the morning.

I've even seen the Hut at Lympstone Commando in use recently!

By a gun toting Matelot or an Avantix toting ticket clerk?  :P

An Aventix weilding ninja! Uh, clerk....

Actually, as I think about it, there seems to have been quite alot of new guards and RPIs since the new uniform came in. Guess they delayed them going active to save the effort of getting them the old one for a short time.

BNM if you strolled up to the gate & called the inhabitants of CTC Lympstone "matelots" being denied boarding would be the least of your worries!

Marines are sailors are they not?

Okay. "Gun toting Bootneck."

 ;) :P ;D

In Nelson's day, they were called lobsters - due to their red coats.  ;)

A Jolly, if Kipling's to be believed:

AS I was spittin' into the Ditch aboard o' the Crocodile,
I seed a man on a man-o-war got up in the Reglars style.
'E was scrapin' the paint from off of 'er plates, an' I sez to 'im, 'Oo are you?'
Sez 'e, I'm a Jolly - 'Er Majesty's Jolly - soldier an' sailor too!'


http://www.kiplingsociety.co.uk/poems_soldiersailor.htm (http://www.kiplingsociety.co.uk/poems_soldiersailor.htm)


Edit to correct fonts only

.........HM Jollies as you say, and the finest body of military men on the planet (not that I'm biased of course!)..........feel free to march up and down the platform to the tune itself! (whilst staying safely behind the yellow line at all times!)  :)

https://www.youtube.com/watch?v=RInx6BkKMtU

I have to admit I'm very impressed with the staffing in Cornwall. Yes there is more staff, but they know their customer.
Considering how many passengers they see they remember faces and their tickets.
I didn't see The train manager this morning coming so didn't have my ticket ready, he said don't worry getting it out I know you have a season pass.
One of The gate line staff at my destination if he sees me coming opens the gate for me with a comment that they know my ticket doesn't work the gates despite numerous replacements to resolve the gate line issue. BNM take note some gate line staff proactively open the gates for passengers they recognise and know their ticket doesn't work the gate.
(I suspect there is an issue with the ticket office printer or stock used at Liskeard, as every ticket I've purchased is refused at each gate I've tried, season tickets, off peak returns, anytime returns, with failure at Truro, Plymouth, Exeter st David's and Exeter central, seems a bit of a pattern- tickets bought from the TVM are fine on the other hand)

There are 3 regular RPIs I see on my evening trips home are always cheery and friendly, certainly not the stereotype image that is drawn from posters on another forum!

I know there has been a fair bit of criticism of some staff at the eastern end of the GWR network and think it's only fair to counter that with the positives from the far south west.

I'm in total agreement Rich.

The only serious issues I've faced with GWR are exclusively in the east, or in dealing with staff based in the east.

I'm fully aware that the negative experiences I've faced and posted about online are not a fair reflection of the attitudes of the vast majority of GWR front line staff. I should perhaps post more about the positive interactions I have, day in, day out. I enjoy chatting with GWR front line staff, learning about their jobs, understanding the difficulties they face.

Seen another bit of excellent customer service from an RPI this afternoon on 1A94 (1559 Penzance to Paddington)
A couple sat opposite me presented an email booking confirmation but failed to collect tickets. The RPI called through to a station ahead and arranged for their tickets to be delivered to the train. Excellent above and beyond expectation to witness. The couple in the row behind me also passed comment amongst themselves what great service from the RPI.

Also heard another bloke try and get out of showing his ticket by telling the RPI they'd met before. Probably not the best thing to say to a RPI!  ::)

Spot on.  Those of us who are regular users of the trains forget just how complicated and new things can be for those who don't use trains very often.

A lot of RPI and BTP at Castle Cary Friday lunch time. Seemed to be young people getting off with rucksacks. What was going on?

Guard on Weymouth Bristol told everyone there were RPI at CC.

Larmer Tree Festival?