Thank you Translink for an amazing lesson in customer service. Tonight on the way home from work my Go Card failed to register on your machine at Milton Station. Thank God for the sake of society in general that one of your inspectors was on the train to put a stop to my budding criminal career. The good man read my card, showed me the incriminating evidence, warned me that I could be hit with a $220 fine and gave me a firm lecture that it was MY responsibility to ensure my card was read correctly before boarding a train, then, through the goodness of his soul only issued me with a written warning on fare evasion and informed me that my personal details would be held on a fare offenders data base for the next three years so that next time I try and pull off such a dastardly act they can slap me with a fine immediately - all, fortunately, in the middle of a crowded peak hour train. Now, as a business professional, I understand that the GFC bought white collar crime into the limelight, but can I suggest that if we are going in for fraud, it is probably not likely to be for a $5.50 train fare. It was also enlightening to discover that it was my personal responsibility to ensure that the Translink machines were placed in such a position that with the sun reflecting of them and scratched up as they are that I can read what they say. You can only imagine my dismay to discover when I reached Richlands station that I could not exit without swiping my GoCard. Sure, I could have vaulted the gates, but it had been a long day at the office, I was in business attire and it was peak hour on Friday night, no doubt some good commuter would have made a citizens arrest and I would have ended up in the slammer with a busted up face from being tacked onto the concrete anyway. The only answer was to swipe my card and because it hadnt registered at Milton I was charged double the normal fare on what was supposed to be my free day. As a regular customer and a member of your largest stakeholder gro up, can I suggest that this perhaps isnt the best strategy when it comes to customer relations. While I understand that fare evasion is a problem, in my humble opinion you might be better served on trains other than peak hour filled with business people - and give away the fare offenders register that is just gross. I can assure you that if there was an alternative provider would be using them within a second.
Posted on: Fri, 21 Mar 2014 09:08:29 +0000
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