Blackpool North: The most unfriendly station in the country?

[DarloRich]

I had the misfortune to visit Blackpool North yesterday and was struck by the unfriendly atmosphere and the lack of "customer service and customer experience" i received.

I don't want to say to much as i am going to write to Northern but:

1) Accused by staff of dawdling on the station platform having helped the guard help an old lady off the train!
2) General stasi like approach to anyone on the station - NOT happy about taking pictures of station/train/tower
3) A gated station which then holds you in the concourse behind locked doors?
4) Allowed through said locked doors 1 minute before departure

It was all a very poor image for Blackpool and all very odd

 

[Xenophon PCDGS]

Can anyone offer a reason why number (4) shown above should be the case at Blackpool North, which by its very nature as a seaside resort could well have large numbers of passengers awaiting to embark on their train.

 

[DarloRich]

Can anyone offer a reason why number (4) shown above should be the case at Blackpool North, which by its very nature as a seaside resort could well have large numbers of passengers awaiting to embark on their train.

in fairness i bet the staff have to deal with all manner of drunkenness/anti social behaviour/fare dodging/fighting etc but still...........

 

[LNW-GW Joint]

I should think it harks back to the days of unruly Bank Holiday crowds.
But hardly necessary these days.
The concourse is at least dry and warm, if very crowded at times.
Maybe things will change with the upcoming remodelling and electrification of the station - but I doubt it...
I agree it is very off-putting to be held in a pen like at an airport.
It's not necessary at Scarborough, with which Blackpool likes to compare itself.

 

[Aictos]

Gatwick Airport is the South's Blackpool North, detest having to use it.

 

[Brian1947]

Can anyone offer a reason why number (4) shown above should be the case at Blackpool North, which by its very nature as a seaside resort could well have large numbers of passengers awaiting to embark on their train.

And for those persons with less mobility who are patiently waiting at the front of the queue there is little chance of boarding the train without being hassled, particularly when there is a returning hen/stag party on the train. A strange policy.

 

[thealexweb]

I dislike using Blackpool North. They only let you go out on to the platforms a few minutes before the service is due to depart even if the unit has been ready and waiting for some time. I understand that staff need to have their break but leaving loading until a few minutes before departure leads to stampedes.

 

[lincolnshire]

Thoughts on the above?

I had the misfortune to visit Balckpool North yesterday and was struck by the unfriendly atmosphere and the lack of " customer service and customer experience" i received.

I dont want to say to much as i am going to write to Northern but:

1) Accused by staff of dawdling on the station platform having helped the guard help an old lady off the train!
2) General stasi like approach to anyone on the station - NOT happy about taking pictures of station/train/tower
3) A gated station which then holds you in the concourse behind locked doors?
4) Allowed through said locked doors 1 minute before departure

It was all a very poor image for Blackpool and all very odd

Totally agree with you on all the above a horrible place to be, rather be at Wakefield Kirkgate station.

Can,t be on platforms due to H & S as tanking trains and pipe across platforms, so why are we allowed to walk down platforms at Kings Cross when there lifting plates on the platform edge and connecting water pipes while passengers are coming off the trains in there hoards. Also last time I went all the pipes are just laid down the middle of the platform as the automatic reels for the hose pipes look like there knackered, so time something better was done and move them to under the platform edge like at other stations.

It also concerned me that in case of fire etc. the doors onto the platforms was physically locked and no fire exit push bar style on that side and ticket barriers obstructing the other end and the glass doors at the other end with the release push emergency exit button behind a large plant and no notice saying what its use was for.

A very un-friendly station even in winter Its time Northern gets off its backside and sends in the mystery shoppers to see what they report back and send all there staff on a customer care course. They may be problems in summer etc with passengers but the attitude of staff and the way your treated could be a large part of the problem they are making for there selves.

Time Northern sorted the place out and bring it into line with other stations .

Avoid the place and the attitude of the staff etc. is my thoughts.

 

[yorkie]

Thoughts on the above?

I totally agree with you.

Someone there is obsessed with locking and unlocking doors constantly. It's utterly bizarre.

It needs a visit from McNulty.

Also see: There's to be no standing on the platform, where many people have posted their unpleasant experiences.

 

[Senex]

Thoughts on the above?

Me too in total agreement. The staff still seem to think they're running the old Excursion Platforms where they can treat passengers like rabble who are in no position to demand better. Any thoughts of customer care and customer orientation seem somehow to have passed them by. Even the large stations of the old Eastern Europe were never as fearsomely hostile to their passengers as Blackpool North routinely remains. How is it that this one place can get away with the delivery of such appalling customer-facing service? They certainly can't claim that all seaside resort stations do likewise. The example of Scarborough has already been mentioned -- for most of the time a perfectly friendly and civilised TPE station.

 

[Searle]

I agree, I decided to wind them up once by when they let me through to the platform, instantly walking to a different platform to take a picture. As I was walking down the platform (to my train), they put a metal barrier in the way between the platforms Then I proceeded to walk all the way to the front of the train to take pictures and I got whistled at by the guard and asked what service I was using and that I should get on it immediately

 

[38Cto15E]

The staff are probably Blackpool FC supporters and have had a bad time in the past few years.

When I visited a couple of years ago I didn't like the experience at Blackpool North very much, nothing to cheese me off but more importantly nothing to encourage me to return.

 

[LeeLivery]

Agreed, been to Blackpool North once last year, hope never to again. I missed the hourly tpx into Manchester by a few minutes and had the longest 50 mins of my life waiting on that concourse. If I remember correctly, we were allowed on to the train around 10 minutes before dept. I took a few pics of the 185 when on the platform, but no staff where anywhere to be seen so I have no complains there!

 

[martynbristow]

Thoughts on the above?

I had the misfortune to visit Balckpool North yesterday and was struck by the unfriendly atmosphere and the lack of " customer service and customer experience" i received.

I dont want to say to much as i am going to write to Northern but:

1) Accused by staff of dawdling on the station platform having helped the guard help an old lady off the train!
2) General stasi like approach to anyone on the station - NOT happy about taking pictures of station/train/tower
3) A gated station which then holds you in the concourse behind locked doors?
4) Allowed through said locked doors 1 minute before departure

It was all a very poor image for Blackpool and all very odd

I haven't been here for a year or too but I'm sure this is what is written in Bradshaws guide.
When I visited here years ago under old Northern Spirit it had that horrible airport feeling.
I think its poor management at all levels.
Its an unpleasant experience I chose not to repeat

 

[LNW-GW Joint]

This business about clearing the platforms while tanking etc.
Doesn't happen at any other terminus that I know of.

Thinking of hostile seaside resorts, on the one occasion I visited Great Yarmouth (2010-ish) it involved arriving from Norwich around 1740 and returning at 1820 or so.
The small concourse provided seats out of the wind and rain - until 1755 when the staff booted everybody out so they could lock up at 1800.
Access to the (uncovered) platforms was then by a side gate.
So we all had to stand in the cold until the Norwich train turned up (it was November).
The staff were at least apologetic (for moving us on, not for shutting up shop at the very early time of 1800).

 

[martynbristow]

This business about clearing the platforms while tanking etc.
Doesn't happen at any other terminus that I know of.

Thinking of hostile seaside resorts, on the one occasion I visited Great Yarmouth (2010-ish) it involved arriving from Norwich around 1740 and returning at 1820 or so.
The small concourse provided seats out of the wind and rain - until 1755 when the staff booted everybody out so they could lock up at 1800.
Access to the (uncovered) platforms was then by a side gate.
So we all had to stand in the cold until the Norwich train turned up (it was November).
The staff were at least apologetic (for moving us on, not for shutting up shop at the very early time of 1800).

Theres a parallel thread of industry vs passengers thread, this sounds exactly like that :P

 

[tsr]

Gatwick Airport is the South's Blackpool North, detest having to use it.

I'm really sorry to say it (and you know I don't like to put things this bluntly) but that seems a bit of a random comment and I also can't see your justification at all. I am intimately familiar with Gatwick Airport station, and there's very little in similarity to the descriptions on this thread and others of Blackpool North. You are not held in any sort of holding pen, except as an absolute last resort for replacement buses during very severe disruption. You can go to the platform whenever you want, and indeed the gates are usually opened if there is significant overcrowding when trains are still running OK. There are a few staff who might seem a bit brisk and not too friendly with customers, but remember that Gatwick Airport is a station with a lot of hazards and a lot of passengers who unfortunately do very, very silly things. From an enthusiast point of view, if you introduce yourself to the staff and tell them what you'd like to do, that should make things much easier, though.

 

[bramling]

Thoughts on the above?

I had the misfortune to visit Balckpool North yesterday and was struck by the unfriendly atmosphere and the lack of " customer service and customer experience" i received.

I dont want to say to much as i am going to write to Northern but:

1) Accused by staff of dawdling on the station platform having helped the guard help an old lady off the train!
2) General stasi like approach to anyone on the station - NOT happy about taking pictures of station/train/tower
3) A gated station which then holds you in the concourse behind locked doors?
4) Allowed through said locked doors 1 minute before departure

It was all a very poor image for Blackpool and all very odd

Have to fully agree. There are some really unpleasant staff there, who seem to think their main role is to extremely rudely admonish anyone who happens to find their way onto the platforms.

What's worse is that (unless this has changed) there is absolutely no signage anywhere to advise people of this arrangement, and since almost no other stations in the rest of the UK have a similar setup, for those coming to Blackpool familiar with the rest of the railway network, it's not unreasonable to assume that there's no reason you can't access the platforms.

I had a discussion with a member of staff, when asked why they have this arrangement all he could offer was "because it's been this way for years". He did say that it causes a lot of problems, but couldn't seem to see that maybe most of the problems are of their own making.

The waiting area is inadequate, it's hardly acceptable to have people standing in a queue for potentially an hour, when the train is waiting in the platform. There are very few seats in the waiting area.

Having said all this, I can understand that they do get a lot of problematic passengers there. And to be fair, when I went to the station supervisor to ask if I could access the platforms to take some photos, he was extremely welcoming. Despite making arrangements to inform all the staff of my presence, and me being issued with a visitor's badge, I still got shouted at by some carriage cleaners.

Sadly, all in all, some of the worst examples of railway staff I've ever come across.

I understand Skegness can be just as bad as well, but I've not personally experienced any issues there.

 

[najaB]

I'm really sorry to say it (and you know I don't like to put things this bluntly) but that seems a bit of a random comment and I also can't see your justification at all. I am intimately familiar with Gatwick Airport station, and there's very little in similarity to the descriptions on this thread and others of Blackpool North...

I took it as a comparison to the Airport, rather than the station.

 

[Aictos]

I was referring to the attitude of some of the Gatwick Express staff who work on the station there who obviously must have went to the same training school as the Blackpool North lot.

I can say this because every time I've decided to stop there to grab a photo or two of both trains and planes, I get some idiot quoting a made up rule at me, the issue seems to be lack of training or lack of communication from station management.

Yes it's pretty good and easy for connections but when you get idiots work on the station, it doesn't make for a good experience especially as every visit usually has to result in me having to raise issues with customer services that I shouldn't have to, I don't like to moan but I sometimes feel I am pushed into it.

 

[Cliveblackpool]

Thoughts on the above?

I had the misfortune to visit Balckpool North yesterday and was struck by the unfriendly atmosphere and the lack of " customer service and customer experience" i received.

I dont want to say to much as i am going to write to Northern but:

1) Accused by staff of dawdling on the station platform having helped the guard help an old lady off the train!
2) General stasi like approach to anyone on the station - NOT happy about taking pictures of station/train/tower
3) A gated station which then holds you in the concourse behind locked doors?
4) Allowed through said locked doors 1 minute before departure

It was all a very poor image for Blackpool and all very odd

You are lucky, you have not seen it at its worst!! Caught a train around 3.30 am you are kept outside the station building until 3 minutes before departure. All outside lights off, no taxis around, a small roller shutter to the right of the main entrance opens and you are let directly onto the platforms. Not recommended.
I was told the station is locked off after 23.00 hrs.
Arriving at BPN after this time you are shown through the side door, not through the concourse. There was friendly banter between staff and regulars.
The staff I have spoken to have always been helpful & courteous.
The toilets have been clean and foc. (Ticket side of barriers)

 

[kevconnor]

Out of curiosity has anyone any personal or second hand experience of using assisted passenger services at the station, one would hope they would be a bit more accomodating.

 

[yorkie]

I was barked at because I was unsure which train to catch. I was rudely told to hurry up and make a decision, and that I had to immediately board a train or immediately return to the concourse. If I am in that situation again I am going to board the train in my own time

To say this person was ruder than Basil Fawlty is an understatement.

This individual spent a lot of time locking and unlocking gates and providing no actual assistance to passengers whatsoever. He was a hindrance. If McNulty visited BPN, no wonder cuts were suggested!

How would they handle a large number of independent persons (not interacting or acknowledging each other) loitering on the platforms holding valid tickets?

Forum meal?

Hmm... maybe one day

 

[DarloRich]

Out of curiosity has anyone any personal or second hand experience of using assisted passenger services at the station, one would hope they would be a bit more accomodating.

In fairness there was one chap working there who seemed to be loading on and off people needing assistance. He was very jolly, friendly and happy. Must be new or working cover form somewhere else by the sound of it!

They still only let the wheelchair passenger on my train at the same time as the rest of us - 1 minute before the off!

I had hoped my experiences were a one off................

 

[David Goddard]

Only been to Blackpool North a couple of times, but noticed all of what you have said and was disgusted with it.
There was also a very abrupt notice by the gateline warning passengers that once they have passed through the gates their ticket will be marked as used and that if they come back will not be permitted re-entry.
Sounds like this place is being by a cross between the Gestappo and Billy Butlin.

 

[Lankyline]

Blackpool is stuck in the 1950's it still thinks it's a popular seaside resort for wakes weeks ! The reason they have barriers is to prolong the agony of those trying to escape ??????
Seriously blame Blackpool council for North station, Beeching wanted to close it & keep Central, but the council wanted the land to a bingo hall or something stupid like that. God knows why Virgin wanted to reinstate the London service. I'd cut it back to a branch line that's all the place deserves.
In case anyone missed it, yes I hate the place !

 

[D6975]

In fairness there was one chap working there who seemed to be loading on and off people needing assistance. He was very jolly, friendly and happy. Must be new or working cover form somewhere else by the sound of it!

They still only let the wheelchair passenger on my train at the same time as the rest of us - 1 minute before the off!

I had hoped my experiences were a one off................

I've posted about Blackpool North staff before somewhere, but can't find it, so I'll repeat what I said there.

1 min to departure, gates opened.
1st passenger in a wheelchair.
Passenger plus family allowed on to platform, gates locked again.
Several minutes later, wheelchair user having been put on the train, gates reopened. Booked departure time now well gone.
Passengers then shouted at, told to hurry up, train is leaving etc...

Also being deliberately ignored when trying to get through the barriers with a NW rover and then being very aggresively chastised for wanting 'special treatment' because I had a rover, when all I wanted was for them to acknowledge my existance.

Badly in need of customer service courses and/or a change of staff I think.

 

[pemma]

Blackpool North: The most unfriendly station in the country?

And yet the staff at Blackpool are all Northern Rail - no contracted STM Security RPIs.

 

[D6975]

And Northern staff at other stations and on board are at the other end of the spectrum in my experience.

 

[ilkestonian]

If the customer service, or one persons lack of it, has been experienced by so many, I just wonder if anyone here has complained to Northern about it, and if so what has been the response?

I'd have thought continued complaints would ring alarm bells and result in some action if the problems are as bad as described, especially if it's such a contrast to their other stations.