Forums Forums Wirral Information Law And Your Rights Miseryrail experience this morning

on the question of only 3 car trains on the New Brighton run, are the platforms of the stations between Birkenhead North and New Brighton long enougth to take more than a 3 car train?

At last a response!

Dear Mr C,

Thank you for your recent email.

Our Trains Manager is currently investigating this incident, and as soon as his investigations are completed, we will contact you again.

Yours sincerely,

Debbie Hunter
Customer Relatinos

I think I was at school with Debbie Hunter? Ask her for me Mr Neil C?

Every station on the merseyrail network is able to take 6 car trains mate.

They're not guards, they are part of the revenue protection team, i was a guard for years on merseyrail and always advised people to stow bikes exactly where you did. On that line they don't cause a problem being there as the only time those doors open would be at Chester and any bikes still at the doors would be getting off anyway.
I think the guard you ran into was being a bit over zealous to say the least. There are one or two believe me.

Too many train spotters on here . lol .

Your quotes saying that Merseyrail encourage bikes onboard at off peak times is correct, trains are very busy in the peaks and very often carry standing passengers particularly in the doorways, due to their not being enough carriages ... and although it is getting towards the quieter time 8.57 is still peak time, but most people going to Chester would have got an earlier train.

It does seem odd that a guard has challenged you about this position, it is not really the ideal place to store your bike, but what can you do, I would be less than happy if I was waiting to go and you were running up the platform looking for a place, I would say, just get on and get it parked !!

I await with interest your official reply.

Official response below:

Dear Mr C,

Thank you for your recent email.

I was most concerned to learn of the incident that occurred on the morning of July 5th, when you travelled between Rock Ferry and Chester.

We have stringent standards here on Merseyrail, with regards to the behaviour of our staff, and take complaints such as this extremely seriously.

Our Trains Manager has thoroughly investigated this incident, and extensively interviewed the guard concerned. He advises his Manager that as the safety of customers onboard the train are his responsibility, he always asks individuals with cycles to place in the designated spaces, to prevent accidents, should the bike fall for any reason.

It would appear, however, from reading your comments that the guard may have overreacted somewhat on this occasion, and for this reason, the Trains Manager has reminded him of his responsibilities to our customers, and of the consequences of behaving in an unfriendly or overzealous manner.

I hope that you will accept our sincere apologies for the inconvenience and upset caused, and will be assured that appropriate action has been taken.

If you would be so good as to email me your address details, I will put some travel vouchers in the post for you today. I appreciate that these will not make up for what happened that day, but I hope that they will go some way towards restoring your faith in Merseyrail.

Thank you for taking the time to email, and for bringing this matter to our attention.

Yours sincerely,

Debbie Hunter
Assistant Customer Relations Manager

Thats it.

I'm going to complain to Merseyrail and get free tickets lol

Me too... I got the train to Liverpool last week for the first time in years. I reckoned the Merseyrail line would be full, late and I wouldn't have much time to collect my tickets in Lime Street.

Mersey rail were on time, Clean, empty. I got a seat too so I had to wait for an hour and a half at lime street that was sooo infuriating!

Coming back it took me 30 minutes to board a London tube train in rush hour...But Merseyrail was again deserted. Just won't do!

Anyhow, Good result...Just hope the guard doesn't clock you next time.

My response..

Dear Ms Hunter,

Many thanks for your email today. I am satisfied with your response and your kind offer to send me travel vouchers, my address is at the bottom of the email.

I think that Merseyrail has come a very long way in the last ten years and I am grateful for the fact that you allow me to transport my bike on your trains free of charge and provide somewhere to store it during the journey.

Your refurbished trains are very well designed to accommodate passengers with all manner of luggage, cycles and push chairs that they may bring on board. Merseyrail staff are usually very polite and the introduction of an increased presence of enforcement and revenue protection officers helps ensure that the environment on your trains is pleasant for fair paying passengers.

I only hope that you will be permitted to extend your network further onto the Borderlands and Canada dock lines.

Many thanks,


Neil

A satisfactory result Neil. Well done.

Cheers Pinz.

£30 worth of vouchers landed on the door mat this morn.

good stuff. it always pays to complain

Well, In most cases!!