onclick="location.href='http://www.theticketcollector.co.uk/wordpress';"
In our recent customer services survey the results have been very surprising in most senses.
Grand Central has come bottom of the list for failing to reply to any of our Emails, and for failing to even bother to send out an automated Email, but then that is not surprising considering they have yet to reply to any of our Emails. Grand Central have continued to ignore our repeated requests for comment.
First Great Western and newcomer Wrexham and Shropshire Railway came top. Each took around a day to reply in full to our Email and FGW even had JPG attachments of the relevant documents.
The full results are listed below in alphabetical order in each section, each section is listed in rank, the best section at the top and the worst section at the bottom of the page.
The Full list of companies that replied in full to our Emails and either attached or gave links to the relevant information are listed below:
The Companies that have only part answered our Email are listed below:
The Companies that have not answered our Email but have sent out an automated acknowledgement:
The Companies that have totally ignored our Email and have not even sent out an automated acknowledgement:
Readers are invited to comment and welcome to, as with all of our entries, simply click here and add your comment.
Here at theticketcollector.co.uk we regularly contact the Press Offices of the Train Companies we write about inviting comments from them.
Apart from First Scotrail and Virgin West Coast all of them have decided to ignore any correspondence from ourselves and when we followed up further via telephone Grand Central and South West Trains told us “to get real and stop wasting our time”. Great responses are they not!
So we have decided to send a simple E-mail requesting a copy of the Passengers Charter and a copy of the train companies rules on Ticketless Travel and Fare Evasion and if applicable information regarding Penalty Fares. This was sent to all of the Train Companies customer information E-mails.
We will post the response times of each of the Train Companies here as and when we receive a response and when we receive the information.
| Train Company | Email Sent | First Email Received | Information Requested Received |
| Arriva Trains Wales | 21MAY08 | NO RESPONSE | STILL WAITING FOR RESPONSE. |
| c2c | 21MAY08 | Auto 21MAY08 | 29MAY08 FULL RESPONSE. |
| Chiltern | 21MAY08 | Human 22MAY08 | 22MAY08 INFORMATION PROMISED BUT YET TO RECEIVE. |
| Cross Country | 21MAY08 | Human 22MAY08 | 26MAY08 apart from Fare Evasion Policy. |
| East Midlands Trains | 21MAY08 | Human 22MAY08 | 29MAY08 apart from Fare Evasion Policy. |
| First Capital Connect | 21MAY08 | Auto 21MAY08 | 23MAY08 FULL RESPONSE |
| First Great Western | 21MAY08 | Auto 21MAY08 | 22MAY08 FULL RESPONSE |
| First ScotRail | 21MAY08 | Auto 21MAY08 | 10JUN08 apart from Fare Evasion Policy. |
| First TransPennine Express | 21MAY08 | NO RESPONSE | STILL WAITING FOR RESPONSE. |
| First Hull Trains | 21MAY08 | NO RESPONSE | STILL WAITING FOR RESPONSE. |
| Grand Central | 21MAY08 | NO RESPONSE |
STILL WAITING FOR RESPONSE. |
| Heathrow Connect | 21MAY08 | - | 02JUN08 FULL RESPONSE |
| Heathrow Express | 21MAY08 | Auto 21MAY08 | 02JUN08 FULL RESPONSE |
| London Midland | 21MAY08 | Auto 21MAY08 | 22MAY08 apart from Fare Evasion Policy which is pending review. |
| London Overground | 21MAY08 | NO RESPONSE | STILL WAITING FOR RESPONSE. |
| NXEA | 21MAY08 | Auto 21MAY08 | 10JUN08 apart from Fare Evasion policy. |
| NXEC | 21MAY08 | - | 23MAY08 apart from Fare Evasion Policy. |
| Northern Rail | 21MAY08 | Auto 21MAY08 | 08JUN08 NO FARE EVASION POLICY, NO PASSENGERS CHARTER. |
| South West Trains | 21MAY08 | Auto 21MAY08 | STILL WAITING FOR RESPONSE. |
| Southeastern | 21MAY08 | Auto 21MAY08 | 29MAY08 apart from Fare Evasion Policy. |
| Southern | 21MAY08 | - | 29MAY08 apart from Fare Evasion Policy. |
| Virgin West Coast | 21MAY08 | Auto 21MAY08 | STILL WAITING FOR RESPONSE. |
| Wrexham & Shropshire | 21MAY08 | - | 22MAY08 FULL RESPONSE |
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.
Programs and data held on TheTicketCollector.co.uk and systems are PRIVATE PROPERTY and are not to be copied except under our terms. Unauthorised access is prohibited and is contrary to the Computer Misuse Act 1990, which may result in criminal offences and a claim for damages.
To Top of Page
Entries feed.
Valid XHTML and CSS.
15 queries. 0.266 seconds.
Powered by WordPress with Pool theme design by Borja Fernandez.