The Ticket Collector

NXEC - Communication Skills Lacking

As there is not much else to talk about this week, its time for another review of NXEC and their excuse of a Train Company!

It seems that NXEC have finally discovered the seat reservation printer!! Hooray! However they are still failing at putting the seat reservations out on the late night services from Kings Cross and also the last service out of Edinburgh.
The seat reservations which are put out at Peterborough on the 07:20 have been put out for the last two weeks! That’s a record, however what’s the odds that when the printer decides to pack it in again that they wont be put out again for months on end.

Another area which NXEC always fails on is communication. Whenever the trains are late, you never get any information at all, the staff have not got a foggiest and couldn’t give a rats backside about you the customer. They may pretend they care and put out scripted announcements on the public annoyance system, but that’s just it. The announcements are scripts.

Our friends over at NXEC Commuter have also been noticing the lack of communication from National Express to their customer facing staff. To quote them..

“Clearly NXEC HO still have serious problems communicating with customer facing staff. The thing is if they can’t communicate changes and/or the reasons behind them to staff, what chance have customers got of obtaining up to date and accurate information?”.

The “technical problems” with the trolley in standard seems to have been fixed as that excuse has not been used for a while to explain the absence of the trolley with rip off priced sandwiches.