TPE staff at Manchester Airport

[Grumpy Git]

Just arrived back to the UK and needed a train to Liverpool South Parkway.

Only trains showing to Liverpool are the ultra slow cl319 stoppers via Chat Moss, so I ask a gaggle of TPE uniformed staff on the platform if there was any faster connection via Oxford Road or Victoria.

All four just shrugged their shoulders and gave me a blank look. When I asked why they were unable to assist they all chimed in with the "it's all on the computer in the office" excuse.

Sorry guys, but these particular staff are a complete joke and an embarrassment.

Rant over.

 

[CHESHIRECAT]

at least the 'can I help you' purple hi viz staff seem to have been reduced at Piccadilly.. at one point there were 3 on every platform!; all agency staff for NR; can imagine how much £ that's costing!

 

[Grumpy Git]

Have now changed to the 11.46 MCO-LIV via LPY and it's a nice shiny 195,130, which appears virtually new?

Sat right at the front, I wonder if the ride is any better on this one?

 

[2L70]

Maybe they could do what other TOCs do and issue them with a tablet, instead of wasting money on things like a band at Manchester Airport?

 

[PupCuff]

All frontline staff and most management staff at our place are provided with a smart device eg a phone or tablet, so wherever you are on the network, even if it's a place where you're not sure on the train times, you have the ability to simply look up connections for customers on an app. It's surprising in this day and age that TPE don't do the same to be honest.

 

[Grumpy Git]

All frontline staff and most management staff at our place are provided with a smart device eg a phone or tablet, so wherever you are on the network, even if it's a place where you're not sure on the train times, you have the ability to simply look up connections for customers on an app. It's surprising in this day and age that TPE don't do the same to be honest.

At least one of them had a smartphone on the lectern they were all stood around. There was no way he was going to be bothered to help me though. I think must have interrupted their morning chinwag?

I can also report that the 195 ride quality is still awful. Is the wheel lathe at CAF set to turn squares?

 

[LNW-GW Joint]

If the train PIS on TPE's new stock is fully functional, it should give you the connectional times (with platforms) at intermediate stations.
Though I can imagine all that sort of helpful stuff being disabled at the moment...

The Chat Moss stopper is at least usually reliable.
More than once it has got me to Lime St from Piccadilly before a following late-running EMR fast service which then got stuck behind the even slower CLC stopper.

 

[YorksLad12]

Have you let anyone at TPE know - even if only on Twitter - so that they can be 're-educated'? Looking at it from the customer service / reputation side of things they'd like to know (I would, when I did that sort of thing). You could have been anyone (such as the Chair of TfN)...

 

[Grumpy Git]

Have you let anyone at TPE know - even if only on Twitter - so that they can be 're-educated'? Looking at it from the customer service / reputation side of things they'd like to know (I would, when I did that sort of thing). You could have been anyone (such as the Chair of TfN)...

No I haven't, (I don't do Twitter, Facebook, etc.).

The crazy thing is why are they on the platform if they are not prepared to be interested enough to know the times. If I was in Germany, they'd tell me the time and platform from memory.

 

[Skymonster]

Just arrived back to the UK and needed a train to Liverpool South Parkway.

Only trains showing to Liverpool are the ultra slow cl319 stoppers via Chat Moss, so I ask a gaggle of TPE uniformed staff on the platform if there was any faster connection via Oxford Road or Victoria.

All four just shrugged their shoulders and gave me a blank look. When I asked why they were unable to assist they all chimed in with the "it's all on the computer in the office" excuse.

If I remember correctly TPE has cut back its services to Manchester Airport (the south route terminating at Piccadilly instead). Maybe a threat of reducing the staff count commensurate with the cut in frequencies would focus their minds on providing customer service.

 

[Geeves]

No I haven't, (I don't do Twitter, Facebook, etc.).

The crazy thing is why are they on the platform if they are not prepared to be interested enough to know the times. If I was in Germany, they'd tell me the time and platform from memory.

Can you be sure the staff you were talking to were based at the Airport itself? Quite a few different depots for TPE do work to and from the airport in their defense. Direction to the office rather than giving the wrong information isn't such a bad thing.

 

[sportzbar]

In my experience working trains to and from the airport as a guard for 3 years, I rarely saw TPE staff on the platform and was forever doing their job for them directing passengers to the correct train. A few times when TPE staff were there they would send passengers with TPE only tickets to my non TPE train. I would then get the flack for the passenger having the wrong ticket (most once a year passengers don't understand the difference between TOCs), and would politely and calmly walk then back to the offending member of staff to deal with. Fun and games....

 

[Starmill]

If they hadn't abolished staff dispatch the platform staff might be more visible when people are trying to find their train. Presumably they did though with the objective of saving money.

 

[NickBucks]

Might also be worth raising this with senior staff at the airport. Manchester like all UK airports is struggling with passenger numbers and closed terminals. As an international gateway the last thing they need are problems with passengers ongoing journeys. I am sure meetings are held with all parties to cover such issues.

 

[Grumpy Git]

Can you be sure the staff you were talking to were based at the Airport itself? Quite a few different depots for TPE do work to and from the airport in their defense. Direction to the office rather than giving the wrong information isn't such a bad thing.

Not quite sure what to make of that question to be honest, how on earth is a passenger supposed to know if a uniformed railway staff is "based at the airport"?

I wanted to go to Liverpool South Parkway. The train to Liverpool showing on the numerous departure boards was the electric 319 service via Chat Moss. I asked if there was a possibility of changing at Oxford Rd or Victoria would get me to South Parkway sooner and no one could answer my question. That to me is unforgivable.

 

[Grumpy Git]

Might also be worth raising this with senior staff at the airport. Manchester like all UK airports is struggling with passenger numbers and closed terminals. As an international gateway the last thing they need are problems with passengers ongoing journeys. I am sure meetings are held with all parties to cover such issues.

Manchester Airport can't even get the travelators between T1/T2/railway station working, they are hopeless.

I've never been a fan of Heathrow, but given my recent experience there a couple of weeks ago, it trumps Manchester by a very big margin. No longer shall I overlook a trip down the WCML via Euston and fly out of Heathrow instead of using Manchester Airport.

 

[philthetube]

Cam't answer for the case mentioned but without knowing more you cannot blame the staff concerned.

I am frequently asked questions concerning both the area and services.

I help where I can but will send people to see others rather than risk giving incorrect information.

On occasions it is necessary to appear rude, some people consider that they are entitled to your undivided attention for as long as they need regardless of what other things you need to be doing and take you going off to do something else as a slight.

One of the worst examples I ever saw was when I was bus driving in London, I was doing a route in North London and was asked about a service in Brixton, when I told the gentleman concerned that I had no idea he said, "well you should know because you are a bus driver"

The people here could have been two sets of train crew who had no idea and correctly referred the op to the office.

 

[DarloRich]

Are they not short term contract crowd management staff? If they are it is like asking a bouncer to explain the theory of relativity

 

[leedstraindude]

Last September I flew to Manchester and was also trying to get Liverpool. I knew the train, checked the platform went there, an announcement was made, a minute later the train left from the platform Across the tracks from us not the advertised one.
I asked in the info centre and told it left from where I was, when I disagreed he told me not to be so stupid. I as polite as I could muster said if I was so incorrect why was the queue behind me all here to complain for the same thing. I walked out got on another train to Piccadilly and changed there to get out.
I complained on social media and via email about the staff members attitude and the fact I got no apology and got a stock reply. suffice for say I’m not surprised By the ops story and can fully believe it being true.

 

[tpjm]

Just arrived back to the UK and needed a train to Liverpool South Parkway.

Only trains showing to Liverpool are the ultra slow cl319 stoppers via Chat Moss, so I ask a gaggle of TPE uniformed staff on the platform if there was any faster connection via Oxford Road or Victoria.

All four just shrugged their shoulders and gave me a blank look. When I asked why they were unable to assist they all chimed in with the "it's all on the computer in the office" excuse.

Sorry guys, but these particular staff are a complete joke and an embarrassment.

Rant over.

That sounds like a very disappointing experience.

Have you already sent this in to TPE? If not, I would advise doing here. Be sure to include the date, time, location on the station and description of the staff. Ranting on a forum won’t change the situation if there are people out there who aren’t giving 120%.

 

[MDB1images]

Edit:Tpjm post covers it.

 

[bengley]

I would imagine they were train crew, probably not local (TPE have train crew based all over the North) and genuinely wouldn't have known the answer to your question.

They simply should have diverted you to the customer service office where someone would have been able to answer your question

 

[2L70]

If they hadn't abolished staff dispatch the platform staff might be more visible when people are trying to find their train. Presumably they did though with the objective of saving money.

Was no doubt justified by “gives us more time to assist customers”

Reality probably they didn’t have enough money to man their Gateline properly which is often wide open when I visit Manc Airport so they cut the dispatch staff, or made them “multi skilled” (can cover Ticket Office/platform/gateline gaps)

 

[TUC]

Strange how some staff seem incapable of dealing with the type of enquiry the rest of us can do within 30 seconds on our phones and tablets.

 

[Grumpy Git]

Strange how some staff seem incapable of dealing with the type of enquiry the rest of us can do within 30 seconds on our phones and tablets.

I honestly got the impression that they simply "couldn't be bothered"?

 

[sportzbar]

I honestly got the impression that they simply "couldn't be bothered"?

I got this impression 90% of the time at Manchester Airport. Just to clarify this is my own observations and experience of operating into the airport for three years. Even when there was someone from TPE there giving advice, it was often the wrong advice such as telling customers on a TPE only ticket to join a Northern service. That was my biggest gripe and happened almost every time, yet I was the one in the wrong in the customer's eyes because I pointed out the ticket wasn't valid....

 

[L401CJF]

Had a run in with TPE staff at the Airport a few years back, I had nipped there on a Cheshire Day ranger to have a quick nose at the planes, had ticket checked getting back in and was told it was not valid at that station. I explained that it was valid and pulled the CDR area map out of my pocket to show her, she wasn't having it and took my ticket into the office!

She returned after a minute, told me it was valid actually and let me through. No apology or anything!

 

[northernchris]

Had a run in with TPE staff at the Airport a few years back, I had nipped there on a Cheshire Day ranger to have a quick nose at the planes, had ticket checked getting back in and was told it was not valid at that station. I explained that it was valid and pulled the CDR area map out of my pocket to show her, she wasn't having it and took my ticket into the office!

She returned after a minute, told me it was valid actually and let me through. No apology or anything!

Wonder if the staff at the Airport are trained by those at Huddersfield? They are beyond unhelpful too

 

[unlevel42]

I frequently make trips from Manchester Airport to Sheffield.
The through TPA service was my preference. I now take the first train out and often go to Oxford Road.
Asking the driver is the ONLY reliable way of finding out which train is going where. Be nice and stick with that driver as they may move trains!
The ticket office/info desk has a long queue of people resetting tickets due to late arrivals.
The gate line staff are not railway.
The platform staff are "frazzled" by the everchanging displays.
Everybody gets confused by the use of "front" and "back". Use 3A, 3B, 3C etc.
Guards often arrive too late to manage the situation, facing a barrage of questions, having to walk the train to remove passengers who are on the wrong train because doors were left open after arrival and boarded by passengers because of information on departure boards and frazzled platform staff. I was there!

 

[Grumpy Git]

I too generally get on the next train to Oxford Rd and work out my options en-route.