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Northern trains


Slightly controversial but surely the mags would have same problem with their lot coming from hartlepool etc they must know the passenger count on weekends, or is it not recorded because if the train is packed no one pays!
 
SAFC2012 said:
Further response and they include some interesting comments due to their planning of services…..

Thank you for your replies.

The formation of services is based on the train plan for each service dictated by the franchise agreement that stipulates capacity requirements for specific routes across different time periods. I hope you can appreciate that we only have a limited number of trains at our disposal and much thought goes into how best to distribute the finite number of carriages that are available to us.

If we reallocate carriages from one service to bolster another, this results in other services then operating with reduced carriages. Carriage numbers can also fluctuate when maintenance work is needed (both planned and unplanned).

Regular passenger counts are taken in order to identify particular areas where current levels of service are not meeting the requirements of our customer. We try to strengthen services wherever possible, particularly in peak times on journeys into major cities. This can be over and above what we’re contracted to deliver



As advised I have logged the details of the service you were travelling on so that the appropriate personnel can review the journey and look to strengthen if possible.



In regards to refunds, although there is typically a £10 admin fee applied to refunds, this is not the case if tickets are unused due to disruption, which overcrowding would fall under. Details of the refund policy can be found through this link: Travel help and information – Northern Railway This is also outlined in Part F of the National Rail Conditions of Travel which is linked to in your previous email.



If you did purchase your tickets from Northern and have some form of evidence, for example a receipt or bank statement showing the purchase, please reply to this email with a photo or scan of the document within the next 28 days. Once received I would be happy to refund the cost of the unused ticket as a gesture of goodwill.


I would like to politely ask that you not take this as a precedent, and that any future complaint will be dealt with on an individual basis in line with Northern policy and may not be subject to a gesture of goodwill.



Once again I do apologise for your experience on the day and hope the above information has clarified our policies and processes in these areas.



Kind regards,


Customer Complaints Manager
Click to expand...
exactly, and whose faults that ? ever thought of reinvesting ??????
 
SAFC2012 said:
Further response and they include some interesting comments due to their planning of services…..

Thank you for your replies.

The formation of services is based on the train plan for each service dictated by the franchise agreement that stipulates capacity requirements for specific routes across different time periods. I hope you can appreciate that we only have a limited number of trains at our disposal and much thought goes into how best to distribute the finite number of carriages that are available to us.

If we reallocate carriages from one service to bolster another, this results in other services then operating with reduced carriages. Carriage numbers can also fluctuate when maintenance work is needed (both planned and unplanned).

Regular passenger counts are taken in order to identify particular areas where current levels of service are not meeting the requirements of our customer. We try to strengthen services wherever possible, particularly in peak times on journeys into major cities. This can be over and above what we’re contracted to deliver



As advised I have logged the details of the service you were travelling on so that the appropriate personnel can review the journey and look to strengthen if possible.



In regards to refunds, although there is typically a £10 admin fee applied to refunds, this is not the case if tickets are unused due to disruption, which overcrowding would fall under. Details of the refund policy can be found through this link: Travel help and information – Northern Railway This is also outlined in Part F of the National Rail Conditions of Travel which is linked to in your previous email.



If you did purchase your tickets from Northern and have some form of evidence, for example a receipt or bank statement showing the purchase, please reply to this email with a photo or scan of the document within the next 28 days. Once received I would be happy to refund the cost of the unused ticket as a gesture of goodwill.


I would like to politely ask that you not take this as a precedent, and that any future complaint will be dealt with on an individual basis in line with Northern policy and may not be subject to a gesture of goodwill.



Once again I do apologise for your experience on the day and hope the above information has clarified our policies and processes in these areas.



Kind regards,


Customer Complaints Manager
Click to expand...
They gave me the exact same response years ago when we had to cancel a trip to York at Christmas cos we couldn’t get to Newcastle. It’s unacceptable
 
archfiend said:
They gave me the exact same response years ago when we had to cancel a trip to York at Christmas cos we couldn’t get to Newcastle. It’s unacceptable
Click to expand...

Ive also had the exact same line when asking the conductors why on earth wouldn't they put more coaches on to make more money
The people of Seaham much be sick as ! The amount of times they can't even get on is absolutely shocking !
 
Just got a couple of Thornaby to Newcastle returns for the Accrington and Bolton home games. Saved me £16 through the northern £1 sale.
 
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