Favourable decision from Ombudsman- Thank you

[cvs]

I recently received a favourable judgement from the Ombudsman and a compensation. Thanks to forum for making me aware of my rights as a rail use.

I bought an Anytime day single (valid on all routes) from Milton Keynes to Euston on 21 December 2023.

I took the slow train West midlands railways and got off at Hemel Hempstead for a break journey and resuming the same day onwards to Euston. I have done this journey before and had no problems as the barrier would open.

On this journey, the barrier beeped and Sultry Gentleman, most likely the station manager checked my ticket and said that I am only allowed a break journey in a return ticket. I showed my National rail terms and conditions. He said that this station is managed LNWR and do not follow national rail. Shouted at me that he has 40 years experience.( I don't think I am allowed to name and shame him, but if allowed would do so) I was held back behind the barrier.

As a follower of this forum, I kept my counsel and explained to him. to no avail. I waited for around 10 minutes behind the barrier, told the gentleman- either led me through or fine me. He chose not to reply. I has to tell him that I am calling the police- I work for the NHS and has to be on duty. He then reluctantly let me through.

I spoke to the complaints soon after and got a complaint number. Copy and past Apology followed soon after, mentioning that rude behaviour by employees will not be tolerated. After the holidays, I emailed them that that the apology was not enough, asked for a nominal compensation. No reply.

In March , I sent another email, asking for deadlock letter. No reply. Filed a complaint with the Ombudsman in August. This was my first experience with them. I got an acknowledgement with two weeks and a reply from WMR that they have not got a reply from the station as that station manager has retired.

They offered complimentary any time day passes as compensation, which I accepted and matter was closed. Thanks to this forum.

 

[swt_passenger]

It’s amazing how often staff hide behind the ‘we’re not national rail’ excuse isn’t it? You’d think that was something that was easily briefed out once and for all…

 

[Haywain]

You’d think that was something that was easily briefed out once and for all…

Of course it’s easily briefed out but you can’t force people to listen (or read).

 

[embers25]

But as the rmt say...it's always trainline at fault and not Station staff making things up!

 

[ianBR]

Railway staff should face fines and prosecution when they get things wrong just like customers do

 

[185]

Railway staff should face fines and prosecution when they get things wrong just like customers do

The buck stops with the jolly-not-bothered chap at the top earning £400,000 a year funded by the taxpayer and his/her directors. Failure to properly train staff, failure to monitor performance, not supporting the staff. If I had my way, Merseyrail and Northern's bosses could share a cell.

 

[bakerstreet]

Of course it’s easily briefed out but you can’t force people to listen (or read).

Can’t you? In most jobs it’s a basic requirement of employment to follow protocol, to respond to briefs, to adhere to existing and new regulations, with performance measured annually and action taken if not.

 

[contrex]

Probs off-topic, but what, please, is a 'sultry gentleman'?

 

[AlterEgo]

Probs off-topic, but what, please, is a 'sultry gentleman'?

Sounds like a race horse or a cigar brand, but I think it is a typo for "surly"

 

[Horizon22]

Of course it’s easily briefed out but you can’t force people to listen (or read).

You set up a “read and received” system so people sign for a brief. And if they get into an issue you go “well you’ve signed you’ve understand it, so what’s the reason?”.

Not to mention just decent local management (although in this case this person appeared to be a manager).

People might also be surprised to find out how few complaints actually make it to the local management team.

 

[WelshBluebird]

Of course it’s easily briefed out but you can’t force people to listen (or read).

In most industries if you refuse to listen to training and continue to do your job incorrectly because of that you will end up on either a disciplinary or a performance review and ultimately you will lose your job if you don't sort yourself out.

 

[AdamWW]

Of course it’s easily briefed out but you can’t force people to listen (or read).

The same goes for passengers but the railway doesn't seem to be quite so relaxed when they fail to take something in.

 

[LAX54]

Probs off-topic, but what, please, is a 'sultry gentleman'?

'Sultry' is Caroline Munro in the 70s and 80s

 

[66701GBRF]

Railway staff should face fines and prosecution when they get things wrong just like customers do

They do...when it is found they have broken the law.

 

[AdamWW]

They do...when it is found they have broken the law.

Well I'd argue that's exactly the problem.

Passengers have to get everything right or risk prosecution, but the railway has little incentive to make sure their staff know how a ticket works because there's little in the way of penalties when they don't.

 

[Wolfie]

Railway staff should face fines and prosecution when they get things wrong just like customers do

Fines and prosecution? No. Dismissal for incompetence? Absolutely. Subject of course to one very large caveat, namely that they received the proper training from their employer in the first place.

Sounds like a race horse or a cigar brand, but I think it is a typo for "surly"

Predictive (and my phone tried "predictable" on me) text at its finest methinks... I suspect that you are right given the context.

 

[island]

In most industries if you refuse to listen to training and continue to do your job incorrectly because of that you will end up on either a disciplinary or a performance review and ultimately you will lose your job if you don't sort yourself out.

For the most part, railway staff are insulated from this by the unions, for non-safety related indiscretions anyway.

 

[Haywain]

For the most part, railway staff are insulated from this by the unions, for non-safety related indiscretions anyway.

Whst has insulated them the most has been decades of thinning out of management so that they are now too stretched to manage the poor performers out of the businesses.

 

[Wychwood93]

'Sultry' is Caroline Munro in the 70s and 80s

Indeed!