British Rail

soolin

I am so cross at British Rail I could scream.

I went to a concert last night at Wembley which involved a long journey starting off on a BR train. I got to my local station only to find the ticket office closed and a notice telling passengers they had to use the machines to buy a ticket. I put my money into the machine and it just locked up, I couldn't get my ticket nor could I get my money out. It even flashed over to the 'out of order' sign after I repeatedly pushed the cancel button to try and get my bank notes back out.

I found a ticket inspector who told me they couldn't do anything but suggested I talked to information on the platform (it is a large mainline station) they couldn't help me either and the man collecting tickets told me he could sell me another ticket for cash only, but I was carrying very little money as I was nervous about carrying lots of extra cash around with me. When I said I didn't think I had the money he suggested that I try to travel without a ticket, which I was not prepared to do as I had four changes on the Underground and overground system and was nervous I would look like a fare dodger.

In the end I managed to rake up the exact money I needed for the fare in cash so I bought a new ticket. I was told to go back today and my money lost in the machine would be refunded.

I just went back and the ticket office say it is nothing to do with them and all I can do is raise a complaint. They asked me for my details which I left last night and which they say they have no record of.

I've just phoned the train company and complaints is closed, but a recorded message gives a different number for urgent matters. When I ring that I just get told by an automated voice that they are too busy to deal with all the queues, and then I get cut off.

I could scream, I really could.

Soo

Mark7799

Soo,

Part of the problem is that British Rail does not exist any more. The mish mash of companies all seem happy to pass the buck - I phoned one recently (was kept on hold for three minutes AFTER selecting the 'make a complaint' option). I've tried to get quotes for fares and been quoted anything from £18 to £60 for the same journey.

This is one area where renationalisation seems an attractive idea.

Mark

RichyRich

British [National/Network] Rail are terrible. GNER seem like the worst offendors.

About two months back I was travelling between Bradford and Cambridge which means getting a train between Leeds and Peterborough. Only Leeds Station was pretty much closed due to some reason or other so I had to change at York. Nobody told us this on the Bradford-York train (that goes through Leeds) so I duly disembarked at Leeds, only to catch another train to York, resulting in me missing my connecting train at Peterborough and waiting in the cold for over an hour and then the same again at Ely.

On the way back [to Bradford], the train stopped without notice at Newark. It was roasting and the windows didn't open. We were told that the reason we stopped (for over an hour and a half) was because there was a failed train on the line in front of us. We could rest assured, however, that GNER were doing everything they could to rectify the problem and if any of the on-train team could help they'd be more than happy to. I wish I could have found a member of the on-train team to ask them (a) why they couldn't open the doors to let us stretch our legs, seeing as we were at a station anyway and it was rather warm and, more importantly (b) who the train in front of us belonged to, cause if it wasn't GNER's there ain't a lot GNER can do about it. We got back to Leeds after the last Bradford train had left so we were informed that we would be taxied to our final destination if we'd just queue at the GNER Office where we could also obtain Complaints forms. After standing in the queue fifteen minutes the station person came out and led us to taxis. I wasn't going to bother complaining because it wasn't really their fault but some other people in my taxi were and asked for a form as we got into the taxi. He said we should have picked them up from the office [which we were led away from....]

The best one is when we were stranded just south of Doncaster and the announcer told us that the reason we weren't moving is because the driver of the Glasgow train in front of us didn't know the way. Not to worry, though, because we had a spare driver on board who was going to travel on foot to the other train so that it could get moving....

Privatisation, ain't it great eh?

soolin

UPDATE:

I went back on Sunday as I was told to do and the ticket office was open but they said there was nothing they could do as the machines on site that sell their railway tickets aren't anything to do with them!

I was basically told to go away. I insisted that they do something and in the end they took my telephone number and promised to call me this morning but I've had no call.

I did phone the main 'One' line yesterday but you just get a recorded message saying they are too busy to take calls, and they cut you off.

I phoned again a few minutes ago and they are still saying there isn't a lot I can do as I have no proof that the machine took my money. I explained that the ticket inspector said he would back my story but apparently they do not encourage their staff to get involved in matters like this.

All they will do is consider refunding the second ticket I bought if I send that in to them. They seemed rather irritated that I still had the ticket actually and can send it in, so it is going this afternoon by recorded delivery.

Soo