Saying something nice about Northern :)

[Greetlander]

On 19 October, my parents did a two leg trip on Northern, Southport-Rochdale and Rochdale-Halifax. Both pensioners, my father is alzheimers, and can cause my mother no end of issues when he becomes addled. Huge shout-out to the Northern guard on the Southport-Rochdale leg who noticed my mother having difficulty, escorted them to an area of the train where he could render assistance and then helped them with their Halifax connection.

Customer service win.

 

[GRALISTAIR]

I can’t remember a single problem I have ever had with Northern. Perhaps I am just lucky.

 

[Greetlander]

I can’t remember a single problem I have ever had with Northern. Perhaps I am just lucky.

There is a lot of bile aimed at Northern on here, although in fairness not at the front line staff.

 

[Trainfan2019]

Nice thing about Northern for me is not knowing exactly what class of train will turn up and the chance to travel on something vintage. Simple, no frills stock with none of this catering trolley lark, buffet car, train managers, arguing over reserved seats etc. Just plain old carriages that gets me from a to b.

 

[Bletchleyite]

There is a lot of bile aimed at Northern on here, although in fairness not at the front line staff.

I was going to say that the front-line staff (other than the security contractors who are in the wrong job and should be doing security rather than ticket checking and customer service) are what basically keeps it going and so are the answer to this question. They are generally pleasant and helpful.

 

[NoMorePacers]

I was going to say that the front-line staff (other than the security contractors who are in the wrong job and should be doing security rather than ticket checking and customer service) are what basically keeps it going and so are the answer to this question. They are generally pleasant and helpful.

I have personally never had an issue with any Northern staff (or TPE either really) - they've always been nice to deal with in my experience. About the only good thing in the TOC.

 

[Bevan Price]

I have personally never had an issue with any Northern staff (or TPE either really) - they've always been nice to deal with in my experience. About the only good thing in the TOC.

I would agree that most front-line rail staff tend to be pleasant & helpful. However, a minority do seem to need a bit of training relating to "public relations" and "how to deal with upset customers, etc.."
I think that most of the problems occur because of those at "higher" levels, e.g.
1. DfT - failure to let TOCs obtain enough stock to meet typical passenger numbers.
2. Failure to recruit enough staff to cover even average levels of staff absences (holidays / sickness / training, etc.)
3. All too frequent absence of people "able to make a decision" when problems arise.