After complaining to Scotrail on 14th September regarding a guy on train from Edinburgh making racist comments, travelling without paying the full ticket price, to which I reported him to the ticket collector - but this ticket collector was too busy picking on a young girl who looked like she was going to be sick, and putting her off the train - I eventually received a reply yesterday....... Please accept my apologies for the length of time taken to reply as our team has been dealing with higher than normal levels of correspondence. I was concerned to learn that your journey was spoiled by other passengers. We expect our customers to travel in a safe, friendly atmosphere and the conductor should certainly be walking through the train to carry out his or her commercial duties. Additionally, our staff are trained to handle disruptive customers and if necessary they can call on the assistance of the Transport Police to have any disruptive passengers removed from the train. I am sorry that this was not the case on this occasion. I was also concerned to note that there were passengers travelling without valid tickets. The conductor/ticket examiner should make every effort to check tickets and collect fares. We do take these matters seriously and your comments have been passed on to the local manager responsible. Please be assured that, if necessary, appropriate follow-up action will be taken. We expect our staff to be as helpful as possible at all times. There may be times when we are unable to meet every request, but I assure you that we always aim to offer the highest level of customer service and ensure journeys are as easy and as pleasant as possible. All staff receive full training and this continues throughout their career with ScotRail. They receive full support in their roles and are encouraged to seek help from line managers to ensure that they provide the standard of service our customers expect. I notice that we have not responded to your comments within 7 working days. I apologise for this delay and am happy to inform you that you are entitled to a Rail Travel Voucher for £5.00, in accordance with the conditions set out in our Passengers Charter. The Voucher can be redeemed for tickets with any UK domestic Train Operating Company within the next 12 months. In order for us to send this to you, we will require that you reply to this email with your postal address and quoting the reference number above. All is ok then because I can have £5 discount - they have had a reply refusing the offer of a £5 discount and asking if camera evidence has been checked as the racist comments and not paying must be criminal offences. I also asked in what way the ticket collector would be disciplined because of the way in which he dealt with the young girls......which was an absolute disgrace.
Posted on: Thu, 16 Oct 2014 07:23:27 +0000
Trending Topics
Recently Viewed Topics
© 2015