Last night (5th Feb 2013) me and my partner travailed from Manchester train station to Sheffield station on East Midland Train via Manchester Piccadilly to Nottingham route.
The train was supposed to depart at 8:43pm but was delayed 18 minutes. As soon as the train arrived we got on the train IMMEDIATELY using the first carriage. After we step on the train we realized there was a food and drink trolley approaching (within couple of meters from us) and it was not possible for us to get trough to any available seating with the 2 luggage we had with us.
We decided to get off the train and use the next carriage to avoid the trolly which was blocking the path. As we got to the next cargo we realized the doors was ready locked and we had to RAN back to the first carriage (which a ticket office was still standing and the doors still open ).
The ticket officer ( a woman officer with no name badge ) immediately got very hostile with us and scolded “DO YOU WANT TO GET ON THE BLOODY TRAIN OR NOT!!).
I replied calmly and explained “We can not get through earlier because there was a trolly blocking our way, we had to ..” before I can finished.
The ticket officer (aggressively): “YOUR DELAYING MY TRAIN! SIT DOWN!”
My partner was ready shaken and shocked at this point and I completely felt degraded and replied back “Don't speak to me this way. this is not the way for any customer service”
The ticket office got even more hostile and threatened to removed me from the train “DO YOU WANT TO GET OFF THIS TRAIN” - (can they even force me off the train because I ask not to speak to me this way?)
Anyways I replied “NO”
Ticket office again scolded “THEN GO SIT DOWN!”
After train started and the same officer came inspect my tickets. After she was satisfied our tickets was valid, she handed back my tickets and again scolded “Next time don't delay my train!!”
This have left us hopeless humiliated, degraded and my partner shaken. Still not fully understand why we was blamed for the train being delayed. The whole ordeal from initially getting on the train and to our finial seating was not longer then 1 minute.
Why is this level of customer service still exists in an organization of this size? Who do I need to get through to in order to have someone investigate the work ethic of this officer? Who do I need to talk to in order for someone to put this officer in disciplinary to avoid this ever happens to any other passengers? How do I get a personally apologies from this officer for her actions?
Please help
The train was supposed to depart at 8:43pm but was delayed 18 minutes. As soon as the train arrived we got on the train IMMEDIATELY using the first carriage. After we step on the train we realized there was a food and drink trolley approaching (within couple of meters from us) and it was not possible for us to get trough to any available seating with the 2 luggage we had with us.
We decided to get off the train and use the next carriage to avoid the trolly which was blocking the path. As we got to the next cargo we realized the doors was ready locked and we had to RAN back to the first carriage (which a ticket office was still standing and the doors still open ).
The ticket officer ( a woman officer with no name badge ) immediately got very hostile with us and scolded “DO YOU WANT TO GET ON THE BLOODY TRAIN OR NOT!!).
I replied calmly and explained “We can not get through earlier because there was a trolly blocking our way, we had to ..” before I can finished.
The ticket officer (aggressively): “YOUR DELAYING MY TRAIN! SIT DOWN!”
My partner was ready shaken and shocked at this point and I completely felt degraded and replied back “Don't speak to me this way. this is not the way for any customer service”
The ticket office got even more hostile and threatened to removed me from the train “DO YOU WANT TO GET OFF THIS TRAIN” - (can they even force me off the train because I ask not to speak to me this way?)
Anyways I replied “NO”
Ticket office again scolded “THEN GO SIT DOWN!”
After train started and the same officer came inspect my tickets. After she was satisfied our tickets was valid, she handed back my tickets and again scolded “Next time don't delay my train!!”
This have left us hopeless humiliated, degraded and my partner shaken. Still not fully understand why we was blamed for the train being delayed. The whole ordeal from initially getting on the train and to our finial seating was not longer then 1 minute.
Why is this level of customer service still exists in an organization of this size? Who do I need to get through to in order to have someone investigate the work ethic of this officer? Who do I need to talk to in order for someone to put this officer in disciplinary to avoid this ever happens to any other passengers? How do I get a personally apologies from this officer for her actions?
Please help
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