tag:blogger.com,1999:blog-25954340.post7441557897756313284..comments2023-11-03T23:18:25.999+00:00Comments on BIGNEWS MARGATE: Southeasten offer High speed trains with traditional serviceTony Flaighttp://www.blogger.com/profile/15212662248741515725noreply@blogger.comBlogger11125tag:blogger.com,1999:blog-25954340.post-344026128231631512010-04-13T13:36:15.449+01:002010-04-13T13:36:15.449+01:00I am an annual season ticket holder and travel dai...I am an annual season ticket holder and travel daily to London - on the mainline not high speed route.<br /><br />No member of staff - of any customer-facing organisation -should have to tolerate physical or verbal abuse, but sometimes, their own attitudes and behaviour do not help. <br /><br />Very often on Southeastern, there are delays or inexplicable problems. I recently came home mid-evening on a Friday; the train was delayed by 20 minutes at Gillingham waiting for a guard; he eventually joined the service but offered no explanation or apology for the delay; the train was delayed a further 5 minutes but again with no explanation or apology. Most customers - myself certainly included - feel undervalued and mistreated in such situations. This is not the company's fault but the fault of the individual member of staff who has not done his/her job.<br /><br />Some staff are unduly officious when it comes to making announcements about ticket-holding (for example travelling in first class without permit) and do need to sharpen their customer skills.<br /><br />As for the company, they are becoming increasingly dismissive of customer complaints. Their customer service staff - who handle all customer queries - will never put a complainant through to a manager, and their role is limited to defending the company, saying sorry, but not ensuring that complaints are actioned.<br /><br />There is a lot of room for improvement!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-25954340.post-74673211187176390642010-04-11T21:17:24.464+01:002010-04-11T21:17:24.464+01:00Tony, this is something the RMT are campaigning fo...Tony, this is something the RMT are campaigning for. Anyway thanks for the comment much appreciated.A J Ovendenhttps://www.blogger.com/profile/07145698477921862643noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-7133019078694690402010-04-11T20:28:54.974+01:002010-04-11T20:28:54.974+01:00Tony Im sorry to he this.
Your employers should ...Tony Im sorry to he this. <br /><br />Your employers should do more to protect you, I suggest you ask them to do a risk assessment.Tony Flaighttps://www.blogger.com/profile/15212662248741515725noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-66346891940484745712010-04-11T19:29:13.554+01:002010-04-11T19:29:13.554+01:00Furthermore, yes I do work for Southeastern on the...Furthermore, yes I do work for Southeastern on the platform, I have been assaulted three times, I am sworn at on a weekly basis and have to tolerate aggressive behaviour on almost a daily basis. In fact last week a customer who had missed his train because he was late asked me where the Margate train was.I replied " I am sorry sir, it has just left" he squared up to me and hit me on the right side of my head. <br /><br />The trouble is people do not like the truth or the facts.A J Ovendenhttps://www.blogger.com/profile/07145698477921862643noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-87989504513373372562010-04-11T19:09:14.979+01:002010-04-11T19:09:14.979+01:00The 09:53 would have been the 10:05off Ramsgate. T...The 09:53 would have been the 10:05off Ramsgate. Therefore the 11:02 arrival at Ebsfleet which unfortunately was around the time the signal failed between Ebsfleet and Strattford. Nobody could have predicted the signal failure once the train had left Ashford.<br /><br />Tony, I am just being factual nothing else.A J Ovendenhttps://www.blogger.com/profile/07145698477921862643noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-65373547450339267392010-04-11T15:12:12.532+01:002010-04-11T15:12:12.532+01:00the 9:53 from margate did not make it london fact ...the 9:53 from margate did not make it london fact tony, not sure your fact is er factual.<br /><br />I assume your facts come from the staff who's answers were of the "dunno" variety who were unable or willing to give advice at ebbsfleet<br /><br />As your industry is Transport do I take it that you are a professional train-spotter or since your so touchy an employee of SoutheasternTony Flaighttps://www.blogger.com/profile/15212662248741515725noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-85941286841783793982010-04-11T14:24:55.068+01:002010-04-11T14:24:55.068+01:00Tony, I am not leaping to their defence just telli...Tony, I am not leaping to their defence just telling you as it is. Infact there were no cancellations from Ramsgate to St Pancras, the only cancellation at Ramsgate was an arrival that went on to Margate (11:59). <br />When notification of the signal failure can through the 11:05 had already left Ramsgate and had to be terminated further up the line and by time the 12:05 was due to leave the problem had been sorted.A J Ovendenhttps://www.blogger.com/profile/07145698477921862643noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-75365106920435578902010-04-10T22:33:46.790+01:002010-04-10T22:33:46.790+01:00My daughters went up this morning I will hear thei...My daughters went up this morning I will hear their views tomorrow and get back to you.Don Woodhttps://www.blogger.com/profile/17099505939055955603noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-54239200492033269922010-04-10T21:21:43.393+01:002010-04-10T21:21:43.393+01:00I understand that at least 5 trains were cancelled...I understand that at least 5 trains were cancelled.<br /><br />Nice to see you leap to the defence of Southeastern railways, any thoughts on taking customers money without informing them that its likely you will not provide the service paid for.<br /><br />Hi speed 1 30 reality 3 hours plus<br /><br />Have a nice day BeachcomberTony Flaighttps://www.blogger.com/profile/15212662248741515725noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-52060310147962024542010-04-10T20:15:46.060+01:002010-04-10T20:15:46.060+01:00While on the subject of trains, any thoughts on th...While on the subject of trains, any thoughts on the verbal and agressive behaviour rail staff receive from some customers for the slightest of reasons.A J Ovendenhttps://www.blogger.com/profile/07145698477921862643noreply@blogger.comtag:blogger.com,1999:blog-25954340.post-42501975525470729362010-04-10T20:10:32.211+01:002010-04-10T20:10:32.211+01:00The cancellation was due to a signal failure at Eb...The cancellation was due to a signal failure at Ebsfleet which lasted about an hour.Then normal service was resumed.A J Ovendenhttps://www.blogger.com/profile/07145698477921862643noreply@blogger.com