Staff attitudes

[whole diary]

[Brucey]

Not directly West related, more relevant to the whole network.

I've travelled on the same service operated by Virgin twice in a two week period.  Both times operated by different train managers who each had completely different attitudes.

What shocked me was how these attitudes cascaded into the customers.

TM1 whilst at Euston: "Welcome aboard this Virgin Voyager service.  My name is blah and I'll be your train manager today.  We'll be calling at Milton Keynes, Crewe and Chester only.  If you don't get off at Milton Keynes, you'll end up in Crewe which is over 80 minutes.  If you want to upgrade to First Class, this will cost ^15, just sit in First Class.  Although I must warn you that the first class service isn't as good as weekdays and you'll have to collect your complementaries yourself.  There is a shop available in coach D and I'll pass through the train shortly after our departure to assist with any problems".

Shortly after departure, the TM^‡(resolve) checked tickets.  When there were issues (lots of outdated railcards), she had a little joke with the passengers, withdrew the card and they happily paid the extra.

In contrast, TM2 whilst at Euston (quite abruptly): "This train is for Chester.  Please have your ticket in your hand now.  If it says London Midland Only, please leave the train.  If you have an advance ticket and it doesn't say 1505, please leave the train.  If you do not leave the train, you will be charged ^107 for a single to Crewe."

Ticket check and passengers were impolite and not very helpful towards the TM.

Just goes to show how a little bit of attention and personal touch from the TM goes a long way in boosting passenger morale and making their jobs easier.  Both got the same result and I wish more railway staff could be as friendly/helpful as TM1.

[bobm]

I agree.

I travelled back on the 23:30 London Paddington to Bristol Temple Meads service between Reading and Swindon recently.  I was full of admiration for the calmness, firmness and tact shown by the Train Manager when faced with a passenger who was attempting to make a return journey on a single ticket.  Despite provocation he remained professional at all times and spent over five minutes explaining where she had gone wrong and what she needed to do to rectify the situation.

[anthony215]

I have never had any probems with FGW^▸ (First Great Western)'s staff.

They have always been freindly when i have used FGW's services.

[vacman]

Out of the 2 TM^‡(resolve)'s though the 2nd one is doing it right, giving customers with wrong tickets the option to leave the train and not pay anything, the first TM is one of the ones who cause problems for TM's who do what they're meant to do, which in turn makes TM2's job more difficult which makes TM2 more grumpy!

[inspector_blakey]

the 2nd one is doing it right, giving customers with wrong tickets the option to leave the train and not pay anything

OP^▸ (Original Poster / topic starter) stated the announcement was made whilst the train was still at a stand at Euston, surely no possible objections to giving pax with the wrong tickets the opportunity to leave the train before it's departed?!

[dviner]

After moving a couple of months ago, I'm now a regular London Midland commuter. When I was doing the Maidenhead to Paddington commuter run, I'd rarely see any on-board staff, but nowadays it's notable when I don't get my ticket checked on a journey, and - being perfectly honest here - I've been really impressed with the guards. At the minimum, they've been professional, but for the majority of the time they're pleasant and friendly.

Of course, travelling against the flow on an air-con'd EMU^▸ (Electric Multiple Unit) is way better than being nose to armpit on a 165...