Boycotting South West Trains

[Adlington]

BBC reports:

James Doman-Pipe in London says he will not use South West Trains after a delayed journey.

"In January, I booked a train from Weymouth to London to visit family," he says.

"Three weeks before the journey we saw a tweet about engineering works. This meant the journey would now take an hour longer.

"I phoned to complain and at first they made it seem like it was my fault for not checking. They would only offer a refund and no alternative journey, which meant being stuck in Weymouth.

"We ended up taking the refund and hiring a car - we've not used them since."

Isn't it grossly OTT? What sort of alternative journey could SWT provide?? An hour delay - does it really mean you are stuck in Weymouth (or anywhere else)?

 

[DarloRich]

Yes. It is grossly OTT.

EDIT - i actually cant believe that an hour delay is worthy of such wibble OR that the BBC bothered to report it. Madness. An HOUR. I am glad this poor lamb wasn't stuck on the M1 earlier this week.........................

 

[DelW]

BBC reports:

Isn't it grossly OTT? What sort of alternative journey could SWT provide?? An hour delay - does it really mean you are stuck in Weymouth (or anywhere else)?

He'll find it pretty pointless to boycott a TOC that no longer exists.

Overall a complete non-story - one potential traveller gets the hump and decides not to use trains in future. No big deal!

As for his complaint, he possibly expected to be e-mailed about the delay (IF he'd booked online and IF he'd given an email address), but otherwise there's no way SWT would have been able to notify him anyway.

 

[Adlington]

He'll find it pretty pointless to boycott a TOC that no longer exists.

He booked the journey in January, so had a good few months to boycott SWT.

 

[AM9]

He'll find it pretty pointless to boycott a TOC that no longer exists.

Overall a complete non-story - one potential traveller gets the hump and decides not to use trains in future. No big deal!

As for his complaint, he possibly expected to be e-mailed about the delay (IF he'd booked online and IF he'd given an email address), but otherwise there's no way SWT would have been able to notify him anyway.

What is it with some of these drama queens? He must be boring his acquaintences to death with account of the stand that he is taking.
Still, that's one less whinger on the trains, - he can go and moan about the traffic getting in his way now.

 

[Bantamzen]

I'd say it must have been a slow news day, but even just in West Yorks there was plenty of news let alone in the rest of the country / world. I honestly can't believe they would put that moan in the same context as the cancelled RyanAir flights.

Scenario 1: You are on a Greek island and get an email 24 hours before you are due to fly back to tell you that your return flight is cancelled, and to talk to the airport staff about getting home in maybe 2-3 days.

Scenario 2: You see a Tweet from a TOC 3 weeks before you travel, stating how your train journey will take an hour longer because the tracks you were to travel over need work doing.

Which is worse, discuss....... :roll:

Seriously, this bloke needs to source a very tall ladder and come down from that high-horse he's riding around on. Come to think of it, why doesn't he just ride that into town. Problem solved!!

As for the BBC even entertaining this guy I can only assume that he must be a friend or relative of one of the researchers because being delayed for an hour due to engineering works (which you knew about weeks in advance) doesn't even rank in the top thousand of things to complain about the railways table!

 

[DelW]

The whole of the BBC article is a collection of trivial whinges that will have made not the slightest difference to the companies involved.

Personally I have been boycotting Ryanair since long before the present cancellations, but I don't expect Mr O'Leary to have noticed

 

[Mag_seven]

Overall a complete non-story - one potential traveller gets the hump and decides not to use trains in future. No big deal!.

Agreed its a complete non-story, in fact so much a non-story I wonder why we are even discussing it.

 

[Bletchleyite]

"I'm diabetic, and was charged to be able to take my insulin in a handbag, as well as taking my carry on. It was an insulin pen and a packet of glucose, which can't be put in an overhead locker in case I need it immediately," she explained.

This is silly too. She wanted to take her handbag on and couldn't. Solution: put it inside your carry on and take it out after you board (like everyone does with laptops, tablets etc), or put the two important items in your pocket.

 

[nlogax]

I'm not sure what's worse.. the increasingly absurd sense of entitlement and lack of common sense or that the BBC feels it's appropriate to publish this whiner's story (and the others on that page) as news.

Then again, for whatever reason their news site is fast becoming yet another Buzzfeed as this sort of story becomes more commonplace. I guess idiocy == increased page views.

 

[matt_world2004]

Is everyone not picking up on the fact that its a story about people choosing to boycott companies and not about the disruption to the train service itself. You may have had a point if they decided to focus a whole story on someone boycotting swt because of an hour long delay. But the story just used that as an example of why people might boycott a company.

 

[fusionblue]

I've been boycotting Connex UK rail services for years. I'm doing well so far

 

[Kite159]

Oh dear, imagine being stuck in Weymouth as the train would take an hour longer than previous. Same weekend when the line between Basingstoke & Woking was closed late notice* sending the Weymouth services via Guildford?

Ah well, more room on the trains for the rest of us, allow the moaner to get stuck in massive traffic jams missing the deadline to return his hire car and hence getting hit by additional charges

 

[mallard]

The article is clearly talking about people "boycotting" due to poor customer service, not due to problems with the "product". As is usual in the railway industry, the responses on this forum clearly demonstrate the problem, immediately jumping to "technical" discussion and ignoring the needs of the passenger.

The problems here are pretty obvious:

Engineering works are generally planned significantly more than 3 weeks in advance. It's highly likely that they were planned well before the ticket was bought. Why wasn't the customer informed at the time of purchase?

When the customer does find out about such works, after the ticket was purchased, blaming them for "not checking" is highly confrontational and counter-productive.

An hour's delay can easily mess up people's plans; if they need to connect with another form of transport (e.g. a flight) or attend a fixed-time event (e.g. wedding) an hour can turn the journey from "comfortably in time" to "nail-bitingly close". I can fully understand the customer preferring to use an alternative means of transport. The "it's only an hour" attitude is, frankly, pathetic.

Without further information, we cannot say whether there was the possibility of an alternative journey. If the engineering works were resulting in a diversion or reduced service (as opposed to closing the line), offering an earlier departure would be entirely reasonable.

This attitude of everything's the customer's fault, chronically poor customer service across the industry and the "you should be thankful there's a train service at all" type response to complaints needs to end. The railways have a well-deserved reputation for being customer-hostile for exactly these reasons.

 

[Bantamzen]

Is everyone not picking up on the fact that its a story about people choosing to boycott companies and not about the disruption to the train service itself. You may have had a point if they decided to focus a whole story on someone boycotting swt because of an hour long delay. But the story just used that as an example of why people might boycott a company.

I think people are, but even with in that in in mind the complaint seems at least a bit petty. I'm not sure what this fellow expected, for the TOC to demand the work be halted to allow his train through, compensation in advance or for them to keep him informed of the works (bearing in mind we don't know how he booked, so the TOC may not have had contact details). By the sounds of it he was offered an alternative journey which would I assume got him to his location at his desired time, or a refund which he took. To me this is as much as they could have done 3 weeks ahead of the journey. I'm afraid this seems like someone desperate to moan about something and nothing.

 

[matt_world2004]

The article is clearly talking about people "boycotting" due to poor customer service, not due to problems with the "product". As is usual in the railway industry, the responses on this forum clearly demonstrate the problem, immediately jumping to "technical" discussion and ignoring the needs of the passenger.

The problems here are pretty obvious:

Engineering works are generally planned significantly more than 3 weeks in advance. It's highly likely that they were planned well before the ticket was bought. Why wasn't the customer informed at the time of purchase?

When the customer does find out about such works, after the ticket was purchased, blaming them for "not checking" is highly confrontational and counter-productive.

An hour's delay can easily mess up people's plans; if they need to connect with another form of transport (e.g. a flight) or attend a fixed-time event (e.g. wedding) an hour can turn the journey from "comfortably in time" to "nail-bitingly close". I can fully understand the customer preferring to use an alternative means of transport. The "it's only an hour" attitude is, frankly, pathetic.

Without further information, we cannot say whether there was the possibility of an alternative journey. If the engineering works were resulting in a diversion or reduced service (as opposed to closing the line), offering an earlier departure would be entirely reasonable.

This attitude of everything's the customer's fault, chronically poor customer service across the industry and the "you should be thankful there's a train service at all" type response to complaints needs to end. The railways have a well-deserved reputation for being customer-hostile for exactly these reasons.

Agreed.

 

[JN114]

I take the points raised above; but often "bad customer service" is used to describe "not getting my way" or "not telling me what I want to hear" - it's a double-edged sword.

 

[ScotGG]

BBC "reporting" nonsense instead of important issues relating to railways. Now there's a surprise.

 

[theblackwatch]

Engineering works are generally planned significantly more than 3 weeks in advance. It's highly likely that they were planned well before the ticket was bought. Why wasn't the customer informed at the time of purchase?

When the customer does find out about such works, after the ticket was purchased, blaming them for "not checking" is highly confrontational and counter-productive.

What we don't know here is how the customer purchased their tickets - if it was online, then how is someone going to 'tell' them unless the person actually checks? It may well be that this passenger bought their tickets online and just assumed the journey would arrive an hour earlier as it normally takes that long. Unfortunately, the full facts are not presented in order to know the answer.

I wonder if he would boycott the roads/car hire firm if he found there had been a long diversion due to roadworks that he'd not been informed about?

 

[Wombat]

As for his complaint, he possibly expected to be e-mailed about the delay (IF he'd booked online and IF he'd given an email address)

If he had booked online and provided an email address, would he have received an email warning of the engineering works? Genuine question, I have no idea.

 

[WelshBluebird]

What we don't know here is how the customer purchased their tickets - if it was online, then how is someone going to 'tell' them unless the person actually checks?

When you book online you provide an email address.

 

[mallard]

What we don't know here is how the customer purchased their tickets - if it was online, then how is someone going to 'tell' them unless the person actually checks? It may well be that this passenger bought their tickets online and just assumed the journey would arrive an hour earlier as it normally takes that long. Unfortunately, the full facts are not presented in order to know the answer.

There's no reason why a booking website can't have a "this journey may be affected by engineering works, click here for details" type message when booking tickets for a day/route where such works are planned...

 

[matt_world2004]

Simple liittle gestures in customer service work, apologising instead of passing the buck. Trying to proactively help the customer resolve their query even though it may not be possible goes a long way to improving customer satisfaction. Saying there are engineering works blame network rail and yourself for not checking doesnt.

 

[DarloRich]

The article is clearly talking about people "boycotting" due to poor customer service, not due to problems with the "product". As is usual in the railway industry, the responses on this forum clearly demonstrate the problem, immediately jumping to "technical" discussion and ignoring the needs of the passenger.

The problems here are pretty obvious:

Engineering works are generally planned significantly more than 3 weeks in advance. It's highly likely that they were planned well before the ticket was bought. Why wasn't the customer informed at the time of purchase?

When the customer does find out about such works, after the ticket was purchased, blaming them for "not checking" is highly confrontational and counter-productive.

An hour's delay can easily mess up people's plans; if they need to connect with another form of transport (e.g. a flight) or attend a fixed-time event (e.g. wedding) an hour can turn the journey from "comfortably in time" to "nail-bitingly close". I can fully understand the customer preferring to use an alternative means of transport. The "it's only an hour" attitude is, frankly, pathetic.

Without further information, we cannot say whether there was the possibility of an alternative journey. If the engineering works were resulting in a diversion or reduced service (as opposed to closing the line), offering an earlier departure would be entirely reasonable.

This attitude of everything's the customer's fault, chronically poor customer service across the industry and the "you should be thankful there's a train service at all" type response to complaints needs to end. The railways have a well-deserved reputation for being customer-hostile for exactly these reasons.

I disagree with large sections of this post. it seems poor customer service is telling the customer something they don't want to hear.

There's no reason why a booking website can't have a "this journey may be affected by engineering works, click here for details" type message when booking tickets for a day/route where such works are planned...

It does already.

I agree, perhaps, that the booking engine could be clearer and have a more obvious statement about engineering works to allow people to make an informed decision at the time of purchase but i believe all the information should be available.

it could have a big flashing box pop up saying:

On the 24th of June Network Rail are rebuilding the line between Little Snodlington & Burnstown. Trains will be diverted via Jamestown and journey times will be extended by up to one hour.

DO YOU WISH TO CONFIRM YOUR BOOKING

YES/NO

Simple liittle gestures in customer service work, apologising instead of passing the buck. Trying to proactively help the customer resolve their query even though it may not be possible goes a long way to improving customer satisfaction. Saying there are engineering works blame network rail and yourself for not checking doesnt.

it is true though. I do agree that, as presented, the phone call should have been handled better but the fact remains it is for the passenger to process information provided and act accordingly.

 

[All Line Rover]

The whole of the BBC article is a collection of trivial whinges...

Derived from social media, of course. Just one of the reasons why I, err, boycott the BBC (and don't pay the TV licence).

 

[theironroad]

Michael O'Leary of Ryanair fame recently said most of those who vowed never to fly Ryanair again are still regular customers because of their competitive rates.

Whether he can back that with evidence I don't know,but I think there is more than a grain of truth.

 

[Bantamzen]

It does already.

I agree, perhaps, that the booking engine could be clearer and have a more obvious statement about engineering works to allow people to make an informed decision at the time of purchase but i believe all the information should be available.

it could have a big flashing box pop up saying:

On the 24th of June Network Rail are rebuilding the line between Little Snodlington & Burnstown. Trains will be diverted via Jamestown and journey times will be extended by up to one hour.

DO YOU WISH TO CONFIRM YOUR BOOKING

YES/NO



it is true though. I do agree that, as presented, the phone call should have been handled better but the fact remains it is for the passenger to process information provided and act accordingly.

This might be an idea, although I can fully understand TOCs not wanting to give a too specific level of detail as engineering works can be altered, different diversion / busitution plans made closer to the time. I think a message stating that there is likely to be disruption and give details on channels to watch for updates pretty much as the NR site does now.

Of course we don't know that this fellow used the NR site to search for the tickets, it could well be that he bought from a third party provider who might not provide disruption information on their site (I've never used one so I don't know if they all do) in which case it raises the question as to whom should notify the customer? I'd say that if you are buying tickets where potential disruption is identified, then the point of search/buying should provide the information and details on how the customer can keep up to date with developments. NR do offer an email / text update services for specific journeys, so that should be more than adequate if booking is via their site. And of course for regular users with smartphones there is their app that alerts can be set up through.

 

[bramling]

BBC reports:

Isn't it grossly OTT? What sort of alternative journey could SWT provide?? An hour delay - does it really mean you are stuck in Weymouth (or anywhere else)?

One can sympathise a bit with the frustration of the situation, however it's simply not the end of the world.

What's the betting that this was a weekend journey? The whole thing reads very much to me as an example of a typical self-centred weekend passenger - "I make a journey once in a blue moon, but when I do I expect everything to revolve around me." ICBW of course.

Reminds me of a woman who was tipped off the Northern Line at Golders Green due to engineering works. There was copious publicity as is the LU way, yet somehow she had managed to get as far as getting on the train and arriving at Golders Green. Now everyone was treated to a ridiculous display "what am I supposed to do, I'm stranded in the middle of nowhere?". Staff politely and helpfully directed her to the bus she needed to take, which resulted in a full-on tantrum with fists being shaken in the air accompanied by "I'm not getting on a *bus*, I've paid for a train so I demand you provide me with a train." In the end I think BTP had to have words.

 

[Antman]

Agreed its a complete non-story, in fact so much a non-story I wonder why we are even discussing it.

Exactly, I'm amazed that such a non story has attracted so many replies

 

[al78]

Exactly, I'm amazed that such a non story has attracted so many replies

I'm not. It is the typical primitive tribal mentality when someone feels attacked because someone else has criticized a group or organisation they belong too, or feel an emotional connection with. The all too common response being to leap to the counter-attack without giving a seconds thought as to whether the complainer actually has a point, much easier to project the problem onto them instead, and all go home happy in their minds that everything is alright, and the status-quo is preserved.

I will say that being delayed for an hour is not worth a news report IMO. I have had double that delay once when the WCML was closed, which was clearly not the fault of anyone responsible for the running of the railway.