August 22, 2007
Guru has just managed something quite extraordinary, and feels he has to share it with his Disciples.
It is an unprecedented achievement, and one that may never again be repeated. So listen carefully - you'll hardly believe your ears. Guru recently made a complaint about the ticket office at his local train station, along with a suggestion for improving matters, and... they have put Guru's idea into action!
Guru doesn't travel on public transport regularly - certainly not by choice.
But the other morning, the 9.32am Southern train service from Sutton to London Victoria seemed like the sensible choice. As it was after 9.30am it was an off-peak service to boot, thus costing about half the peak-fare amount.
Guru arrived at the ticket office at 9.25am, in good time to buy his ticket. But alas, the queue for the solitary open, manned ticket booth was out the door.
So Guru turned to the ticket machines outside the station entrance. But it seemed that, until their internal clocks had ticked past 9.30am they would not provide off-peak tickets.
To make his train, Guru therefore had to purchase a peak-fare ticket for an off-peak rail service.
Guru prides himself on complaint letters (he once received a wholesale pack of deodorant cans after one 'exploded' in his armpit - but that's another story) and subsequently wrote a very elegant missive to the Southern Railway customer services team explaining the injustice of the situation and suggesting they allow off-peak purchases a few minutes earlier.
Expectations of a response were low, so Guru was understandably delighted to receive the following note a few weeks later:
Thank you for your letter.Please accept my apologies for the delay in responding to you. However, I have been in contact with the relevant manager who has changed the settings to allow people to start purchasing off peak tickets from 9.24am.
We are hoping that this will make a difference for you and if you require any further assistance please do not hesitate to contact us again.
Regards
Louise Giles
Southern Customer Services
Well done Louise and well done Southern Railways for beating this (very influential) customer's expectations. Guru may even use the train again one day!
Comments (1)
Hi Guru
I'm really mad with Southern Railways, because in August 2007, I was on the train from London Bridge Station, to get to Sydenham, South London. As I boarded the Train after it had pulled up, and not to metion the doors were already open, they closed on me.As I not some big strapping lad like yourself, I'm 4ft 11, I tried to push the doors apart to release me.
In doing this I as I tried this my handbag got caught as I then tried to free my handbag, the doors quickly closed and ended up jamming my right hand, 'god this was so painful' nobody helped and I could'nt reach the button to release the door open, I had to wait.
The pain was absoulutly unbearable. My hand was bruised and mu knucles and hand swelled up the next day.I had viisited the doctor.It's been very difficult as I am right hamded.
I phoned Southern Railways and they said, it could be a technical fault ormaybe a gaurd pressed the button.
They sent me a letter saying they will pay for the cost of my bag £25.00.They did'nt mention anything about my hand.They also said, there's no need to involve a third party....I think they are refering to a Solicitor.
What should I do??
Please could you give me some advice
yours faithfully
Nel*
Posted by Nel | November 27, 2007 3:20 PM
Posted on November 27, 2007 15:20