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Further to our last entries we thought it would be time to tell you about the worst Train Operating Company ‘TOC’ (so far) for response times to customer queries, E-mails and Telephone calls.
TheTicketCollector.co.uk has silently been sending random queries to all of the UK TOCs over the past 4 weeks. We have been using our personal E-mails, and other free web E-mail accounts specifically set up for this purpose. We also sent one using the general TheTicketCollector.co.uk E-mail.
We also started a publicly announced survey earlier last week (survey-toc-customer-services) just to see if the results were any different if the TOCs knew they were being monitored.
There is one TOC which us by far the worst for responding to any of our E-mails. This TOC has a wonderful 0% response rate to our E-mails. No other TOC has even reached that low, not even close.
This TOC is of course Grand Central. We have sent 9 E-mails (7 on silent survey and 2 publicly announced survey) so far and none of them have been responded to. We sent a follow up E-mail to their press office and again no response. We then went even further and phoned them up and was promised a call back by the relevant person. Surprise surprise still no response.
Grand Central seem to be far too busy trying to improve their woeful punctuality rate of around 51% in order to respond to customer queries.
Grand Central have been invited to comment regarding the above, but have continued to ignore our repeated requests for comment. Readers are invited to comment and welcome to, as with all of our entries, simply click here and add your comment.
Sorry, the comment form is closed at this time.
Any opinions expressed are that of The Ticket Collector and do not necessarily reflect the opinions of any of the Train Companies mentioned, and/or other companies.
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If it wasn’t for other rail operators lying, breaking the law, and generaly trying to skupper this brave little company, wo has never riecived a wad of cash from the tax payer, unlike first group, and national express, then maybee the would be fewer problems.
I went on their services 6 times in the last few days and found:
York staff lied about the service not running.
National rail enq in India said the shuttle did not run, I used it 3 times so it did run.
First transpennine stations never anounced the trains, and never apeared on departure boards at York, Thirsk, or Northallerton on Sunday.
You could never hope for a better, and more proffesional group of people as Grand Central staff.
When I have had cause to ring them in York, I’ve spolken to a person, whithin a few mins.
Emails have allways been replied to very quickly.
Either sombody is giving You a back-hander, or You don’t send to the correct email address.
Either way, National Express are trying no few dirty tricks to prevent GC from trying its best to serve its customers….
Comment by Andrew Nelson — May 27, 2008 #
Firstly I must state that this site does not receive any back handers from any of the TOCs. Hey it would be nice to get a backhander from NX or First but it would be refused.
Secondly the Emails were sent to the E-mail address listed on the public site which was info@grandcentralrail.co.uk. We sent follow up E-mails to tc@grandcentralrail.co.uk and se@grandcentralrail.co.uk.
I must also state that the onboard staff are very professional, however when I travelled, the train broke down in the middle of nowhere on the way to Kings Cross.
Comment by TheTicketCollector.co.uk — May 27, 2008 #