Customer Service thread
Customer Service thread
This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 8:15 pm)Tom This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 8:15 pm)Tom This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 9:11 pm)DaveyBowyer Bang out of order! I know the driver might not have been driving at the time but he could've at least calmed the lad down and offered to help him out!
(07 Sep 2014, 9:11 pm)DaveyBowyer Bang out of order! I know the driver might not have been driving at the time but he could've at least calmed the lad down and offered to help him out!
(07 Sep 2014, 8:15 pm)Tom This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 8:15 pm)Tom This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 8:15 pm)Tom This is shocking: https://www.facebook.com/video.php?v=10201604327668739
Quote:@RemployCEO
Bus driver demonstrates shocking attitude when confronted by guy he knocked off his bike @gonortheast https://t.co/A1BelEqn2o
(07 Sep 2014, 8:15 pm)Tom This is shocking: https://www.facebook.com/video.php?v=10201604327668739
Quote:@RemployCEO
Bus driver demonstrates shocking attitude when confronted by guy he knocked off his bike @gonortheast https://t.co/A1BelEqn2o
(09 Sep 2014, 8:08 pm)aureolin But it'll never take away morons who think that they're invincible. Maybe it's a culture issue?
(09 Sep 2014, 8:08 pm)aureolin But it'll never take away morons who think that they're invincible. Maybe it's a culture issue?
Emailed Arriva on the 3rd of September. Received a reply today, not a response to my email, but to tell me it's been logged, and they'll endeavour to get back to me within 10 working days...
So that's 20 (or 14 "working") days to get an acknowledgement, with an expectation of up to another 14 (or 10 "working") days for a response.. if it arrives then..
So all in all, and I'm going to have waited a grand total of 34 (or 24 "working") days for a response to a fairly simple issue. Really is unacceptable to wait such a length of time in this day and age.
Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 4:08 pm)Dan Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 4:08 pm)Dan Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 6:13 pm)Marcus I used to get drivers rolling their eyes all the time when I got on at the Cricket Ground in Chester and said, 'Chester, please'. The typical response was, 'bloody hell - you're in Chester!'.
(07 Oct 2014, 6:13 pm)Marcus I used to get drivers rolling their eyes all the time when I got on at the Cricket Ground in Chester and said, 'Chester, please'. The typical response was, 'bloody hell - you're in Chester!'.
(07 Oct 2014, 4:08 pm)Dan Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 4:08 pm)Dan Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 4:08 pm)Dan @aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 4:08 pm)Dan @aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 7:22 pm)aureolin Nope. I did have a couple of missed calls from their geographical number, despite requesting a response in writing. I do like that they attempt to pick up the phone and informally resolve the issue, but it's a bit too late in the day for my liking. It's the sort of thing you do in the first couple of days! And not to people who specifically state a medium for response.
(07 Oct 2014, 7:22 pm)aureolin Nope. I did have a couple of missed calls from their geographical number, despite requesting a response in writing. I do like that they attempt to pick up the phone and informally resolve the issue, but it's a bit too late in the day for my liking. It's the sort of thing you do in the first couple of days! And not to people who specifically state a medium for response.
(07 Oct 2014, 7:25 pm)Dan When I sent my complaint about the X93, I got the same. They eventually left a voicemail, asking me to get back in touch with them quoting a reference number.
If my memory serves, I also requested a response by e-mail as I was busy with school (possibly during or near exam time), but still got the phone call...
(07 Oct 2014, 7:25 pm)Dan When I sent my complaint about the X93, I got the same. They eventually left a voicemail, asking me to get back in touch with them quoting a reference number.
If my memory serves, I also requested a response by e-mail as I was busy with school (possibly during or near exam time), but still got the phone call...
I had meant to post this over the weekend, but completely forgot.
Although it isn't concerning an operator in the NE, it certainly shows how far they need to go.
I have used Brylaine on two different occasions now and have been impressed with them for a number of reasons.
The quick reply when emailing them regarding fares and their attitude towards passengers.
Last week, saw a major road into Woodhall Spa closed. It was supposed to be three days, but delays meant the closure ran onto the fourth day.
Despite the lengthy diversion and inevitable delays, drivers were still going out of their way to advise passengers of the closure and the shuttle bus that was to be used between Woodhall and Tattershall Market Place.
On the one Boston run of the day from Woodhall on Thursday morning, the driver was stopping at southbound stops, reminding Lincoln bound passengers on the opposite side of the road, of the closure and lack of through buses.
He advised them of the shuttle, waited as they crossed roads and took them to Tattershall.
Another driver on a late Boston run from Lincoln, got in touch with control regarding passengers he was dropping at Tattershall. The shuttle bus had ended for the day, but he was authorised to divert on a 12mile round trip to drop passengers off.
I got on a Lincoln bound bus at the end of the day, intending to get off at Tattershall for the connecting shuttle - to find the driver excuse the fare (was only a short ride).
The Kier 65 from Sleaford to Horncastle also diverted into Woodhall on at least one occasion to help passengers out too.
I appreciate the firm are quite small, but would you find any of our local companies doing these things?
If operators are glowing in their Passenger Focus results and believe they are the be all and end all of how customers perceive the company - maybe it is time they sample someone like Brylaine, who don't just rely on Passenger Focus to get their heads patted and given a 'well done' sticker.
The latest post re Leven Valley and Jimmi's experiences, just seem to back up what I say, about the independents being bothered and acting on feedback too.
Two perspectives on social media in the passenger transport sector.
One from an analytical/critical perspectivehttp://mhdmovingpeople.blogspot.co.uk/20...c.html?m=1
and another from one of our local operators, defending their use of social media http://gonortheast.blogspot.co.uk/2014/1...s.html?m=1
(07 Nov 2014, 10:34 pm)Andreos1 Two perspectives on social media in the passenger transport sector.
(07 Nov 2014, 10:34 pm)Andreos1 Two perspectives on social media in the passenger transport sector.