Attitude is the biggest barrier: Part 2

Published Date

Hi everyone, I am writing to update you on the issue I reported about back in April, which you can read about here:

Well, London Midland finally got back to me and this is what they had to say:

09 June 2011

Dear Miss Kaur Sehmbi Thank you for your letter about your journey with us between London Euston and Birmingham New Street on 05 April 2011.

First, I would like to apologise for the delay in replying to you. This has been caused by an unforeseen increase in the volume of post which we normally receive. I am sorry for any further frustration this may have caused you.

I was very sorry to hear about the details of your recent journey. I can understand how annoyed and let down you must have felt when you did not receive the assistance you had requested, and the incident which occurred when the Dispatcher on the platform signalled for the train to leave the station prior to you boarding same.

Our Assisted Travel Department coordinates and arranges any help needed by passengers. I regret that this did not happen for your journey. This is normally a very efficient service but there is the odd occasion, when we fail to provide the assistance we promised. Please be assured that we are working hard to keep such instances to an absolute minimum as we realise how some passengers are reliant on this valuable service.

London Midland prides itself on its excellent service so it is particularly disappointing that we have let ourselves down on this occasion. London

London Midland prides itself on its excellent customer service so it is particularly disappointing that we have let ourselves down on this occasion. We do expect high standards of professionalism and customer care from all of our staff when dealing with members of the public and certainly expect them to assist our customers.

I should explain that the policy we have adopted to our complaints and disciplinary procedure does not allow information on the result of any enquiry to be passed on to customers. The detailed results of such an enquiry will remain confidential between the company and its employee, which I am sure you will understand. However, rest assured that we will not hesitate to take any action that we consider necessary.

We do appreciate that you have taken the time to pass on your detailed and constructive comments. These are logged and passed on to our Customer Relation Managers and Directors, who use them to improve our operation.

Once again, I would like to express my regret and apologise further for the incident which occurred.

I have to say I am disappointed with this reply, for the following reasons:

  • They have almost ignored the point about the Train Dispatcher’s attitude
  • No mention of the train leaving early
  • They talked more about Assisted Travel Department, when really at least they tried to help
  • No mention of re-imbursement or compensation for the inconvenience caused
  • They fact that I can’t know any more information about the enquiry is disappointing (but I understand that there is a policy for a reason!)


I am thinking of writing back… What do you all think??


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