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The Ticket Collector

NXEC - “were better then GNER honest”

January 25, 2008 on 11:13 pm | In NXEC |

A review of the first few months of NXEC.

Customer service from NXEC seems to have gone rock bottom, the staff seem to have gained an attitude problem. “The NXEC attitude”.
You ask one of their staff, who happen to still be in GNER uniform with a pathetic prontaprint namebadge and a dirty white NXEC lanyard, what time the next train to York is.
You get a “Look at the board, what do you think im a walking timetable”. Or sometimes when traveling in first class “This coffee is not for you its for new passengers who have got on at Peterborough”.

Cancelations are at an all time high on NXEC. NXEC seem to like using the weather as an excuse, hmm that reminds me of Northern Rail (who in 2006 cancelled around 95% of their timetable in one day due to ‘act of god’). NXEC trains seem to have plenty of trains failing in the middle of nowhere.

NXEC have also started on a penny pinching misson. train maintenance is an obvious example. When you get 3 trains failing on the same day in a space of an hour, you know somthing is wrong.

The NXEC WiFi service is completly and utterly rubbish, it hardly ever worked under GNER with only 4 coaches of First Class passengers using it. So what a great idea it was to add another 5 coaches of standard passengers using it. Cue the on board server crashing under the pressure of so many passenger using it.

3 Comments

  1. WEll i think that staff attitude is common in most work places but when you have passengers who speak and lok at you like shit on their shoe, then i think to find an”attitude” is hardly suprising, I hardly think that the tacky badge and hat badge which looks like it feel out of a christmas cracker is something that the staff dont exactly feel proud to wear.as there is a lot of uncertainty and most of what we find out about is when we read the newspapers what do you expect, we are only human after all

    Comment by badwolf — January 27, 2008 #

  2. Well it seems ex GNER staff and in fact the whole of the ECML have fallen victim to the mess that is ‘National Express’.

    I found it hilarious on one of my journey’s back a couple of weeks ago just after the New Year, where I was travelling back to London Kings Cross from Grantham, a journey i make perhaps once or twice a month.

    The ticket inspector for the train came into the carriage and ‘tickets please’ wasn’t the only utterance. He was clearly advertising the fact that he had just come on shift after a new training course, promoting the “less stress with National Express” ideology in such a sarcastic manner!

    And as one woman walked down the aisle en route to the buffet car he went on to say how she would find “average food” for an “average service” and when asked why he was belittling his company he simply replied “madam i’m only being honest”.

    haha

    i think its clear some employees really do not want to be part of the new ‘experience’.

    Comment by London-Grantham — January 30, 2008 #

  3. National Express East Cost (NXEC) have indeed let standards slip. After a delayed journey, I decided to order coffee and biscuit from the at seat “service”, coffee was dispatched without a word and the biscuit was thrown down onto the seat in front of me. Using the on-board wireless facility that they have opened up to every carriage, I got my laptop and after some searching found their complaints form. They replied

    “Thank you for your email.

    I am concerned to hear about the poor attitude of the staff you encountered on your recent journey. I apologise for the disappointment this has caused.

    All our staff are expected to deliver high standards of customer service and have been extensively trained to ensure that they have the skills and ability to do so. It is disappointing when, for whatever reason, any member of our team
    does not respond to customer needs in the way that they should.

    With the information that I have, I am unable to make a firm identification of the individual concerned but I am grateful to you for taking the time to write and make us aware of the problem. Should a similar incident occur in the future, it would be helpful to find out the identity of the member of staff concerned so that we can take the necessary action.

    Kind Regards”

    I reckon this is a standard reply and levels of customer service have dipped well below acceptable standards. I wish there was a viable alternative to travelling with them.

    Comment by Iain — March 1, 2008 #

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