Sunday, Paddington to Bath - request to transfer to earlier train & consequence

[whole diary]

[broadgage]

One point not mentioned, is that IME^▸ (in my experience) customers who don't get the outcome they desire will almost always complain that the person giving them the unwanted news was rude, insulting, mocking or otherwise unsatisfactory.

Has any customer ever admitted that a railway worker who declined their request was polite?

[TaplowGreen]

One point not mentioned, is that IME^▸ (in my experience) customers who don't get the outcome they desire will almost always complain that the person giving them the unwanted news was rude, insulting, mocking or otherwise unsatisfactory.

Has any customer ever admitted that a railway worker who declined their request was polite?

Being able to decline a request whilst still being helpful & not causing offence is a communication skill which should be part of any customer service operatives toolbox.

As we all know from long experience, communication is not an area in which GWR^▸ (Great Western Railway) excels.

It's often the way the song is sung as well as the lyrics which are important.

[a-driver]

Honestly, aside from her claim about how she was spoken to I don’t really agree with, or find it fair, to use a condition in order to get on an earlier train. Unless you’re willing to pay the difference you’re making a financial gain.
I accept sometimes there’s genuine reasons but I wouldn’t be surprised if there’s people who exploit it.

Whenever these (not infrequent) incidents occur involving GWR^▸ (Great Western Railway) and disabled people, I have to pinch myself and remind myself that's it's 2018 and they are a customer facing business so how can this happen? How can their Customer service employees have such an appalling attitude? What sort of organisational culture allows it to happen?

Then I read posts like this one and it all becomes clear.

To be fair at least on this occasion GWR have come out swiftly, apologised and admitted that it is totally unacceptable - be interesting to hear the outcome of the investigation.

I did say aside from the way she claimed she was spoken to, i say claimed because we only have one side of the story.  A side some people seem very quick to accept as the gospel truth. 

The only answer to her question to travel earlier would that she would need to pay the difference.  There would be no reason to decline their request outright.  There’s no reason to mock, jeer, be rude etc etc, it’s a straightforward standard answer.  The problem comes when the customer doesn’t like the response, is constantly met with the same answer and then they resort to abuse.  This happens daily. 

[JayMac]

A side some people seem very quick to accept as the gospel truth. 

Until such time as evidence to the contrary is forthcoming I'll chose to believe the reports from reputable media sources. Backed up by the swift corporate apology.

I have personal experience of some very questionable attitudes from staff at Paddington. And I've heard of the experiences of many other passengers there. Treated with disdain, contempt, refused travel with valid tickets, falsely accused of being abusive. This happens daily.

[a-driver]

A side some people seem very quick to accept as the gospel truth. 

Until such time as evidence to the contrary is forthcoming I'll chose to believe the reports from reputable media sources. Backed up by the swift corporate apology.

I have personal experience of some very questionable attitudes from staff at Paddington. And I've heard of the experiences of many other passengers there. Treated with disdain, contempt, refused travel with valid tickets, falsely accused of being abusive. This happens daily.

Reputable media sources.... there isn’t such a thing!  They’ve got a one sided account of events. Should these be proven to be untrue they don’t print retractions.  The “swift corporate apology” is standard practice.  If you don’t it’s bad PR^▸ (Public Relations), see recent events on RyanAir. 

Can’t really comment on what you allege as I’ve never witnessed anything.

[TaplowGreen]

A side some people seem very quick to accept as the gospel truth. 

Until such time as evidence to the contrary is forthcoming I'll chose to believe the reports from reputable media sources. Backed up by the swift corporate apology.

I have personal experience of some very questionable attitudes from staff at Paddington. And I've heard of the experiences of many other passengers there. Treated with disdain, contempt, refused travel with valid tickets, falsely accused of being abusive. This happens daily.

Reputable media sources.... there isn’t such a thing!  They’ve got a one sided account of events. Should these be proven to be untrue they don’t print retractions.  The “swift corporate apology” is standard practice.  If you don’t it’s bad PR^▸ (Public Relations), see recent events on RyanAir. 

Can’t really comment on what you allege as I’ve never witnessed anything.

Basically then your position is that the customers honesty is questionable, the fulsome apology (and presumably the refund too?) from GWR^▸ (Great Western Railway) is meaningless, the media can't be trusted and because you've never personally seen something you can't comment on whether it exists or not.......the lengths some people will go to in order to defend a narrative are incredible. I hope you get the staff loyalty award, you certainly deserve it!

[a-driver]

A side some people seem very quick to accept as the gospel truth. 

Until such time as evidence to the contrary is forthcoming I'll chose to believe the reports from reputable media sources. Backed up by the swift corporate apology.

I have personal experience of some very questionable attitudes from staff at Paddington. And I've heard of the experiences of many other passengers there. Treated with disdain, contempt, refused travel with valid tickets, falsely accused of being abusive. This happens daily.

Reputable media sources.... there isn’t such a thing!  They’ve got a one sided account of events. Should these be proven to be untrue they don’t print retractions.  The “swift corporate apology” is standard practice.  If you don’t it’s bad PR^▸ (Public Relations), see recent events on RyanAir. 

Can’t really comment on what you allege as I’ve never witnessed anything.

Basically then your position is that the customers honesty is questionable, the fulsome apology (and presumably the refund too?) from GWR^▸ (Great Western Railway) is meaningless, the media can't be trusted and because you've never personally seen something you can't comment on whether it exists or not.......the lengths some people will go to in order to defend a narrative are incredible. I hope you get the staff loyalty award, you certainly deserve it!

Pretty much, yes and that’s not a position restricted just to GWR. 
1.  Yes, the customers honesty is questionable.  We’ve had staff, not necessarily GWR, who have been accused of assault, sexual assault, abuse etc however, the complainants quickly withdraw there complaints once they are told there is CCTV^▸ (Closed Circuit Tele Vision) of the incident.  One particular incident recently whereby a passenger claimed a member of staff physically pushed them off a train and they fell out onto the platform causing injury.  CCTV showed another passenger opening the door the complainant was actually leaning against.  No staff member in the vicinity.  I suppose working in public services, not always the railway has taught me what customers can be like.
2.  I don’t believe apologies made by any company are all genuine.  It’s a public relations excercise to be seen to do the right thing.  The refund costs pennies to a company in the grand scheme of things and everyone loves a refund right.  In this particular incident, the allegation was made and the apology was pretty much instant, done before a significant furore built. No investigation required.  PR success. 
Look at the recent incident on RyanAir.  They failed to apologise for the racist incident onboard one of their flights and the backlash was huge. 
3.  I have never trusted the media, there’s always a bias. These days they will run with any story without any research or evidence. Twitter journalism. 
4.  If I haven’t seen something then I can’t comment. Pretty standard really.  I’m not gullible or naïve. No staff loyalty award required. Just a bit more clued up on the way the world works than some. Let’s hope you guys don’t end up on jury service!
In my book, if you want to talk to someone in an abrupt, rude, obnoxious manner than expect a reply to follow suit with limited information.

[grahame]

Taking a general view and not looking at this specific case

There's an element of the travelling public who will get upset (and more) if things don't run as they would wish

There's an element of staff who will reach in a very poor way indeed if confronted with what they find a difficult situation

Both behaviour patterns are very much worth attention with a view to reducing them - as the travelling public is a general anyone category, many of whom are rarely travellers, and staff are there on a daily basis, the forms of attention differ.  Train service providers do go to some lengths to address the issues, very much aware that if the elements mix there can be an explosion, and indeed that the threat of possible explosion can sometimes (a general comment, remember) be a very effective tactic.   Hasn't someone commented that attack is the best form of defence.

Current case?  I'm not coming up with a verdict.   As reported, shocking.  But then I have been shocked at the level of misreporting of so many things where I have known the full(er) story. 

[TaplowGreen]

A side some people seem very quick to accept as the gospel truth. 

Until such time as evidence to the contrary is forthcoming I'll chose to believe the reports from reputable media sources. Backed up by the swift corporate apology.

I have personal experience of some very questionable attitudes from staff at Paddington. And I've heard of the experiences of many other passengers there. Treated with disdain, contempt, refused travel with valid tickets, falsely accused of being abusive. This happens daily.

Reputable media sources.... there isn’t such a thing!  They’ve got a one sided account of events. Should these be proven to be untrue they don’t print retractions.  The “swift corporate apology” is standard practice.  If you don’t it’s bad PR^▸ (Public Relations), see recent events on RyanAir. 

Can’t really comment on what you allege as I’ve never witnessed anything.

Basically then your position is that the customers honesty is questionable, the fulsome apology (and presumably the refund too?) from GWR^▸ (Great Western Railway) is meaningless, the media can't be trusted and because you've never personally seen something you can't comment on whether it exists or not.......the lengths some people will go to in order to defend a narrative are incredible. I hope you get the staff loyalty award, you certainly deserve it!

Pretty much, yes and that’s not a position restricted just to GWR. 
1.  Yes, the customers honesty is questionable.  We’ve had staff, not necessarily GWR, who have been accused of assault, sexual assault, abuse etc however, the complainants quickly withdraw there complaints once they are told there is CCTV^▸ (Closed Circuit Tele Vision) of the incident.  One particular incident recently whereby a passenger claimed a member of staff physically pushed them off a train and they fell out onto the platform causing injury.  CCTV showed another passenger opening the door the complainant was actually leaning against.  No staff member in the vicinity.  I suppose working in public services, not always the railway has taught me what customers can be like.
2.  I don’t believe apologies made by any company are all genuine.  It’s a public relations excercise to be seen to do the right thing.  The refund costs pennies to a company in the grand scheme of things and everyone loves a refund right.  In this particular incident, the allegation was made and the apology was pretty much instant, done before a significant furore built. No investigation required.  PR success. 
Look at the recent incident on RyanAir.  They failed to apologise for the racist incident onboard one of their flights and the backlash was huge. 
3.  I have never trusted the media, there’s always a bias. These days they will run with any story without any research or evidence. Twitter journalism. 
4.  If I haven’t seen something then I can’t comment. Pretty standard really.  I’m not gullible or naïve. No staff loyalty award required. Just a bit more clued up on the way the world works than some. Let’s hope you guys don’t end up on jury service!
In my book, if you want to talk to someone in an abrupt, rude, obnoxious manner than expect a reply to follow suit with limited information.

Cynicism stems from disappointment. Cynical and faithless people were not always like that. They were filled with possibilities and hope as kids. But they tried and perhaps failed".