When I was working on the frontline we were encouraged to provide feedback to the pricing managers and the retail systems managers, and it was still happening when I was in the latter role up to a couple of years ago. I'm sure that those in similar roles in your TOC would be pleased to hear your concerns.
How do I get feedback to Northern's pricing managers, mine is easy enough but only because I know who they are and what their actual job title means, and that took some effort for a train guard some years ago to achieve - luckily the same pricing manager is still in post
How do I get feedback to Northern's pricing managers, mine is easy enough but only because I know who they are and what their actual job title means, and that took some effort for a train guard some years ago to achieve - luckily the same pricing manager is still in post
I know they do (or at least can) talk to each other but there's nothing in frontline staff training I've encountered that says "this is a retail systems/pricing manager, this is what they do, this is how you contact them".
One of the issues with the fragmented nature of the industry is that I work many trains over routes with flows that aren't owned by my TOC.
This is quite poor. I can see why the natural assumption might be that Trainline maintain and are responsible for more bad data than they are in reality, if there's no discussion of how modern retailing actually works with frontline staff when they begin their roles.
Many of the people I worked with in ticket offices have been there much longer than modern retailing!
Through your own. They do talk to each other as you acknowledge.
What was the ticket type code and restriction code? Did the TOC maintain the electronic restrictions data correctly?
Was the "listed, clear negative easement" in the published, human-readable RG? What did the Electronic Routeing Guide - which actually is the source of data that all journey planners use, and maintained by the TOC/iBlocks, actually set out? What was the route code/date of travel/route sold?
This is an accreditation requirement, with accreditation organised by an organisation controlled by train operators. Was the problem flagged up with the accreditation team?
What was the state of the RCS data, maintained by the TOC pricing manager? Do you have the date of travel, ticket type code and flow so we can investigate?
Was the problem flagged up with the accreditation team?
Was the problem flagged up with the accreditation team?
Yeah, I've complined that that "open" is misleading but nothing has been done.
Which would be always when the passenger uses the ticket for the journey Trainline sold it for, surely? Even if it shouldn't be valid.
We get many a person deliberately using the Trainline to circumvent the fares system. I'm amazed by how many picking up TODs admit they have never purchased a RailCard at interview or say, Oh, I thought I could use that all day? Don't think - read the Restriction Code Text is my answer - always do your reasearch.
A surprising amount ask for an "open return" when they really wanted a day return. Usually teenagers though, so a bit of naivety can be excused.
It feels like lip service is paid to staff input. They say that they welcome it, but in practice nothing seems to change.
But thats just any app / website surely? Not just the Trainline. Anyone can use any retailer to buy a ticket without holding the relevant railcard - hell you can do it at ticket machines too.
That certainly wasn't my experience at the TOC I worked for, and I have seen changes made by others as result of feedback that I provided on behalf of others.
It's a little bit worrying that not only does this appear to come with the blessing of RMT leadership but also that staff at the front line actually believe this kind of stuff.
How interesting. I wouldn't have guessed.
It really wouldn't be difficult for websites and apps to have 'return same day' and 'return within one month' options.
You say that but the restrictions in the afternoon peak for Project Oval are fairly difficult to fathom for Cross London tickets, and just to appreciate when there is an afternoon peak applicable on off-peak tickets.
It'd make a lot of things easier!
It's probably one of those expressions that's now lost a common meaning to the point that it is easier for everyone if a different expression is used. Ghost train is another one.
Pity the same concern isn’t shown towards passengers’ stress in being constantly told that the perfectly valid ticket they are using is not valid.
I have booked tickets through trainline on the day of departure in the past because they don't charge a fee for this and their UI is one of the least poor. At least nowadays there have been some improvements to UI from the competitors, trainsplit is better than it was for example. But trainline is a quick app that rarely crashes on my device and has OK UI.
I'm a strong advocate for as much ticket checking taking place post-event, removes the conflict and removes a point of anxiety that genuine customers have, even when they know they have a valid ticket, and gives staff more time to spend on customer service and their safety duties. Removes a not inconsequential amount of delay minutes attributable too.
That's not the RMT's job, it's there to look after its members.
Yes and no. Passengers are workers. They're (mostly) not RMT members so of course they're not the RMT's main focus, but there are common interests and there should be scope to work together.
