Southeastern Rail
- 17 January 2009 21:4913055I have posted this on "the other" Dover site as well, but hope you don't mind the copy - I need to rant!!!!!!
Mr Bern and I went to see the Stoppard at the National today - checked the trains on the web etc etc. When we got to the station we found that due to engineering we were to be bussed to Folkestone, train from there. That was not on the web. But Fair enough - engineering has to be done. However, the only signage was on the monitors, there was nothing to tell us where the bus would be or which bus, and people were back and forth to the ticket office or nabbing passing workers to find out what was happening - it was a muddle. If one were sensory impaired or a foreign visitor one would be stuffed.
The bus was outrageous! Filthy, fag ash on the window sills, hadn't been cleaned for months, possibly years as it still had British Rail signs in it, last seen circa 1989, and the grease lining almost everything was easily as old. It rattled like it would break up, had a gale howling thorough it and smelled like a very very old dustbin. Made my flesh crawl. The driver, who could barely manage a grunt, added insult to injury by playing a crap radio station just loud enough to irritate with its faintly audible inane prattling. It dropped us a good walk from the Folkestone Station without either telling us where the station was or any signs there to indicate. I am not clairvoyant and neither are visitors. Same on the way back, except this time the train we wanted was cancelled, an announcement was made with the addition "please listen for further announcements". There were none and we had to guess when the next train was coming, if it was running, and whatever the reason was that the earlier one was cancelled - might have made a difference if it was serious or not. In addition, when we were on the train the written signs said we were in carriage 2 of 7, the announcer said the first 4 carriages would go to Dover and the last 4 carriages to Ramsgate. 7 or 8 carriages- you guess, especially if you are in carriage 4.
When we emerged from Folkestone Station for the bus, again no signs or information - anyone not local, or even those local who had not had the earlier experience, would not know it was around the corner and a bit of a walk away, would probably have waited at the station, and would have missed the filthy hovel of a bus. If we are told a bus will take us to and from the station, it is probably fair to assume it will take us FROM and TO the station, not near to it and around the corner a bit.
This is customer care at its absolute worse. There was not one thing, not a single thing, in this experience that indicated any valueing of customers at all, no incentive to use the public transport and a real reason not to line the pockets of the people who think this deserves the word "service". I will take the car in future when we go to London. I am sure I have told you before, but here goes again: My son and I went to Live8, London and Edinburgh. When we went to Edinburgh, we left the house at the same time as my husband, who was catching the train to London. We were driving to Manston, getting the plane, and getting a taxi to the hotel in Edinburgh. We were in our hotel unpacking before my husband ever got to London. Rail Service? Don't make me laugh. I don't know why people get so exercised about nationalising it - it couldn't be any worse!!!!!!
Rant over.
- 17 January 2009 22:1513056Bern can't say anything on here as I am employed by Southeastern but have made a copy of your complaint to my boss.If you knew what I know,we would both be in trouble!
- 17 January 2009 22:1913057Thank you. Don't mean to rant, but it really was, truly, horribly, awful!!!!! Appreciate the help.
- 17 January 2009 22:2613058broadly speaking.my experiences have been similar.
avoid weekends and off peak if at all possible. - 17 January 2009 22:3113059I have copied the post from another forum,as i use this one and then I can respond on here to you,I am on nights tonight so I will respond Sunday.Then if my boss reads this and goes on line and reads it he will not see this.Or better still send me an e mail and I can respond to you.If you knew what I know,we would both be in trouble!
- 18 January 2009 00:3113060I always check National Rail Enquiries
http://www.nationalrail.co.uk/service_disruptions/2009/01/17/se/engineeringworks.html
Engineering work between Folkestone and Shepherds Well / Deal on Saturday 17 and Sunday 18 January 2009
No trains will run between Folkestone Central and Deal or between Dover Priory and Shepherds Well.Been nice knowing you :) - 18 January 2009 09:1413062Yes it is absolutely chaotic at the weekends I believe, with no trains to Faversham either at the moment and all very much as Bern describes above. Add to the mix the fact that they are letting a further..what was it... 320 staff go on Southeastern and you see little prospects for improvement. Couple that to the recent increase in fares and is it any wonder people are calling again for the system to be nationalised. Cutting jobs away and increasing fares and offering a service thats bad already...well there's just an air of hopelessness about the whole thing.
The only advantage privatisation has/had going for it was that it brought about an improvement in rolling stock.
The customer was never exactly king on the railways but he was more king than he is now...if I can put it that way!
By the way Bern have knocked a few paragraphs into your top posting as the breaks were probably lost in transit.email: dover7@msn.com - 18 January 2009 09:1613063That's very helpful Paul (Scotchie) - if you know the address/link.
But there's no excuse whatsover for the appalling bus service - none at all.
Good Luck John - I'll forward Bern's posting on to Nigel for him to take up.
Roger - 18 January 2009 10:4413074Weekend is the the only time that maintenance work can be carried out .Im sure you would all want to travel on a safe railway system .There are frequent radio bulletins giving out advice .I think the poor bus servoce is an issuie .At Kearsney there are signs directiong you up to the main road for a bus .
- 18 January 2009 10:4913076I have said I have no problem with engineering works being done - of course we want a safe system. It was the customer service that was appalling, not just the filthy smelly pensionable bus. And local radio broadcats are ok if you are local or not hearing impaired, but if you were sensory impaired, a foreign visitor, or just don't listen to local radio (I don't) it's not much good. If This is the first glimpse one sees of England God help us. There were older people getting on and off the bus with no offer of assistance from any staff, no communication, not a great deal of courtesy. The only member of staff on the entire journey who bothered to smile or look at us at all was one ticket collector on the London bound train. Even the refreshments cart rattled through at a rate of knots as if she didn't want to be stopped, knocking peoples legs and bags as she went. Horrible.
- 18 January 2009 10:5013077Bern as you have said previously education .I travelled on the South Western trains last week splendid trains and service .
- 18 January 2009 10:5413079Sue - it really almost felt as if staff were trying to be as discourteous as possible!!! But the staff were, in the main, older people who you might hope would know better...?! Not a great example to be setting!!
- Ross Miller
- Location: London Road, Dover
- Registered: 17 Sep 2008
- Posts: 3,709
18 January 2009 11:3813082I use the railway pretty much every day, in fact I have used it pretty much every day for the last 28 years; the last 6.5 from Dover.
Yes the railways have their problems
Yes the train running times are slower than in the days of steam (but more trains and more passengers)
But let's not forget the improvements since southeastern took over from the truly awful Connex - timeliness is up, cancellations down, trains are better and cleaner etc.
Let's not forget the years of under investment in track infrastructure that means there is only one set of points between here and London that is rated above 60mph thus forcing speeds down and extending running times. Equally, our timetable still has slots in it to allow Eurostar trains to use the track, which adds 10 minutes on average to journey times, yet they have their own track now.
None of this excuses bad manners on the part of a few staff, nor the lack of signage or directions to help people find out what is going on.
But as I said at the start overall the train service is significantly better than it has been for many years."Dream as if you'll live forever. Live as if you'll die today." - James Dean
"Being deeply loved by someone gives you strength,
While loving someone deeply gives you courage" - Laozi - 18 January 2009 12:3013084Ross ,I'm with you. My requirement to visit London & other places officially has increased incessantly over the past three years.l first used the car not trusting rail & having bad experiences with the previous rolling stock. I now use rail whenever possible if I can get the links early am. I find South Eastern comfortable, clean , normally punctual & in general have a great bunch of staff , polite, helpful & cheerful.
A bad experience for you , Bern & I am disappointed you day was spoilt.
I know JHG will ensure your complaint gets thru. & I also know Nigel will also pass the info. to the top brass who he meets regularly. They take customer experiences seriously.
Watty - 18 January 2009 13:0713085I appreciate the support from JHG. I have to say I have rarely had a good experience with the local railways. There are individuals who stand out, but overall it is poor for me - Ross, I know we have to try to be positive, and I do, but I did not use Connex, I used Southeastern, and I do not care much whether or not it is better now than yesterday, last year or 20 years ago, I care what it was like when I used it and it was rubbish. A company is only as good as its last complaint/compliment, and I and the other users will remember only the journey we had, not other journeys had by other people at other times.
- Ross Miller
- Location: London Road, Dover
- Registered: 17 Sep 2008
- Posts: 3,709
18 January 2009 13:2713086Yes you are right Bern we can only base our opinions on our experiences.
All organisations are as good as their last success or as bad as their last failure."Dream as if you'll live forever. Live as if you'll die today." - James Dean
"Being deeply loved by someone gives you strength,
While loving someone deeply gives you courage" - Laozi - 18 January 2009 13:3613087Oh Bern, what a truly awful experience for you both, I hope you at least had an enjoyable time at the National.
I checked the web myself on Friday evening for train times as Saskia was filming this weekend in Faversham (playing the part of a tearaway teenager, well, that should be easy lol!) and had to be there rather early on both Saturday and Sunday morning.
I did by chance (and you had to search hard), find the information online that there were no trains for half of the journey which was covered by a bus service with a rather long wait inbetween. So I had to make the time to drive her there and back. In light of your story I'm glad I made that decision. Obviously, I'm all for safe rail travel and engineering works are necessary, weekends seem the appropriate time to do this, but honestly, for goodness sake they should supply clean, warm, and updated buses and service with considerate staff who make sure that the passengers always come first. And all we want after all, is just good customer service, its not too much to ask! - 18 January 2009 13:5413088The Ealing ghost bus is a much superior service. Nice upholstery, a loo and lots of empty seats - well, all of them actually.
http://news.bbc.co.uk/1/hi/england/7826689.stm - 18 January 2009 15:1913094Colette - we had a great time at The National! Stoppard was Stoppard, with Previn thrown in for good measure, and there wasn't a single wasted or disappointing moment in the entire play. It was simply pleasure!
- 18 January 2009 15:2313095Ed - thank you for that - it made me laugh, or was that cry!!!?
