Customer Relations Reply times

Discussion in 'Fares Advice & Policy' started by gray1404, 18 Apr 2015.

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  1. gray1404

    gray1404 Established Member

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    Which TOC has the fastest (and slowest) Customer Relations Response time?
     
  2. Greenback

    Greenback Moderator Staff Member Moderator

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    Do you mean target times, or actual times?

    If the former I expect it would be easy enough to find out, if the latter you might need a scientific survey by sending exactly the same query to every TOC and then seeing who replies first and last!

    Seriously, and in reality, I would expect the actual reply times to vary depending on a number of factors.
     
  3. Hadders

    Hadders Established Member

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    Is this to do with your friends journey with London Midland earlier in the week?

    IIRC London Midland publish the date of correspondence they're dealing with on their website. In my experience it's pretty accurate.
     
  4. gray1404

    gray1404 Established Member

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    I was just wondering in general really, although London Midland when I spoke to them on the phone did direct me to that page to see where they were up to with complaint dates.
     
  5. bb21

    bb21 Moderator Staff Member Moderator

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    It's not possible to put down any generalisation on the time-scale as it would depend on the complexity of your enquiry.

    What sort of enquiry/complaint do you have in mind?
     
  6. gray1404

    gray1404 Established Member

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    Wondering who is the quickest for dealing with Delay Repay claims. I've had next day from Virgin and up to a month with Merseyrail and London Midland.
     
  7. alistairstubbs

    alistairstubbs Member

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    Virgin Trains seem to of given up replying and just send you a RTV instead, that's what they have done for my last 2 enquiries.
     
  8. RailAleFan

    RailAleFan Member

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    ^ submitted a Delay Repay using the online form (and uploading a photo of my ticket) through the Virgin Trains website on a Sunday and received the RTV in the post on Tuesday.
     
  9. Merseysider

    Merseysider Established Member Fares Advisor

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    Could be something to do with a backlog of complaints building up ;)
     
  10. Greenback

    Greenback Moderator Staff Member Moderator

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    The factors I referred to would include the number of complaints/enquiries being received, staff resource availability, and the complexity of enquiries/complaints.
     
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