I try to use trains a lot (even more so now, thanks to rising fuel prices) and there is one pattern in particular that really irritates me. Regardless of train operator, it appears all ticket collectors have been on the same ‘How to reduce your passenger levels’ training course.
The announcement overheard today went along the lines (the train was about to depart the station):
“If you have an Advanced Saver ticket, it must be for this train. The departure time will be printed on your ticket. If your ticket is for a different time it will not be valid. You will be required to purchase a new ticket for this journey if you choose to stay on the train.”
In other words, get off the damn train if you bought a cheap ticket and it wasn’t for this time.
Now, to be fair, the rules are pretty clear when you purchase Advanced Saver tickets. But here’s the irony. This train was the last one before rush hour started. There were all of 5 people in my carriage. Why oh why would the train operator want to throw people off an empty train? It creates the double-whammy of saving nothing (the reduced weight is unlikely to make a dent on the amount of fuel used to run the train) and potentially adding to over-crowding on the next train, exacerbated by a bunch of pissed off customers.
By all means, have the rule. But for goodness sake, allow the ticket collectors to use their brains. If the train is empty, turn a blind eye. Gently remind the passenger about the rules and make it clear that an exception can be made this time only because the train isn’t full. You have happy customers and more space available on the next train, which might be busier than yours. If the train is full, enforce the rule to the letter. That’s only fair to those who have paid for tickets specifically for this train.
I love what technology can do to make systems better. But oh so often, there are simple changes you can make to improve services, sales and profits. And they cost nothing at all.