2388191
Dear Customer Services
Good afternoon.
I would quite like a reply from somebody since I put in this idea forward in Sept. 2011.No response so far.
I think it is a good idea.
Best Wishes
----- Original Message ----- From: To: mayor@london.gov.uk Sent: Saturday, December 10, 2011 5:59 PM Subject: Book swap and other matters
Dear Boris Johnson
Firstly a preamble of my journey before I picked up the Evening Standard re the book swap award.
I am disabled and cannot use an escalator and therefore on Thursday evening I had to wend my way from Charlotte Street to catch a bus to Paddington and then on to Ealing Broadway.It was late ,windy and cold. There was no Countdown system at the south side of Marylebone Road/Warren Street and so I had no idea if I should get a taxi to Paddington or not.And because of all the high rise buildings around there the area is a blasted plain.I finally got a 27 to Paddington where I caught virtually the last train to Ealing Broadway. The Evening Standard had been left on the train.I had a lengthy time to admire the new roof at Paddington but the train was overcrowded and I had to fight my way off at Ealing to be met by endless stairs and decrepitude.We desperately need a temporary lift and a temporary face lift at EB because the station is not fit for purpose and the new Crossrail one will not be able to cope with the number of people using it.But that is years away.
The Evening Standard and Book Swap.I would just like to point out that I sent the attached letter re a Book Swap at Northfields Station in September and have had no reply and so it was quite a surprise to see that the idea was being presented to the Mayoral candidates on Monday and that you were all very keen on the idea.Please can I set up my Northfields Tube Station book swap as per my letter.
Buses.We need comfortable accessible buses as in Brighton and Nottingham and then people will leave their cars at home.We also need double shelters and more countdown systems.We don't all own smart phones.
Best Wishes and looking forward to hearing from you
Hello
Thanks for your email about your Book Swap idea and other issues, which has been brought to my attention. I'm sorry but we have no record of having received your previous email.
I can really only answer your concerns about the provision of lifts at Ealing Broadway station, which I'll come to in a moment. I am aware though that it was reported in December that the Mayor was considering the possibility of setting up book swaps and book shares at tube and train stations across London in time for the Olympics. I can see that you emailed the Mayor's office on this and you may wish to check progress on this by emailing his office again.
On the provision of lifts at Ealing Broadway station, I would explain that the station is managed by the First Great Western train company, to whom I have forwarded a copy of your email for them to reply to you directly on this matter. Should yoiu wish to contact them in the meantime their details are as follows:
Customer services team
First Great Western
Freepost SWB40576
Plymouth PL4 6ZZ
Tel. no. 08457 000 125 (7am-10pm daily)
Email: [email protected] I have noted the issues you have raised about improving buses and have asked my colleagues in Transport for London's Customer Relations team to write to you separately about this.
I hope the information I have provided is helpful and please contact us again if we can be of any help in the future.
Kind regards
Phil Wilkins
Customer Services
Notes
20.01.2012 14:46:12 WILKINPH01
Forwwarded copy of email to First Great Western to address customer's concerns
about Ealing Broadway.
2397468
Notes
25.01.2012 10:54:48 SMITHCA01
GB Form sent
______
Notes
13.01.2012 20:23:57 WEBLOGIN
PREFERRED MEANS OF CONTACT: PHONE
Today at Ealing Broadway at about 13:15 we went to board a District Line train and as I stepped up onto the train I lost my shoe onto the track between the platform edge and the train. We initially spoke to the cleaner on the platform and asked if we could use her broom to retrieve the shoe which was standing the right way up and was against the wall of the platform, easily reachable. She told us we had to see the supervisor and he came along and we asked if he could retrieve it. He said he could not as he was not
allowed to, due to rule changes a year ago. He then said it would be collected overnight and to collect it tomorrow. My husband
asked if he could not get it himself once the train was gone as all he had to do was lay on the platform and use a broom, and was
told that if he did he could get arrested. His advice, that there was a Clarkes outside, did not go down too well at this point and
we eventually left with a bag having to cover my foot to protect it. This in itself was dangerous as I could have easily slipped or
cut myself. I ended up having to pay £24.99 for a new pair of shoes just because of some rule which says he cannot retrieve it. I
find that this is not a very customer friendly way to treat your older customers, in this case 64. Would his advice have been the
same had it been snowing, or raining. I even tried complaining to my son-in-law who works in the underground but this did not help either. I must say that the individual we dealt with was not rude at all but just seemed to be following the rules for the sake of following the rules. Would he have left a £15,000 Rolex watch down there? I really would like a refund of the cost of my shoes and
I still have to go back and collect my shoe tomorrow wasting more of my time.
Our ref: 1010080212 / 2397468 Date: 3-May-13
Dear
Thank you for writing to us about your accident whilst travelling on London Underground.
Claims for damages due to our alleged negligence are managed by a company independent to us.
Please complete the enclosed questionnaire and send it directly to them. They will gather relevant information and if they judge that damages are due, they will make a fair settlement with you directly.
In order to maintain Gallagher Bassett’s independence, we do not get involved in the settling of individual claims. Should you have any queries about the progress or settlement of your claim please contact Gallagher Bassett directly.
I have provided their address and telephone number should you wish to contact them.
Gallagher Bassett
PO Box 42501
London
E1 1YB
Tel: 0207 208 8500
You may take your own legal advice or seek guidance from Citizens Advice at any time.
I do hope that this experience will not deter you from using the tube in the future.
Yours sincerely
Caroline Smith
Customer Service Advisor Customer Service Centre
2407320
Notes
18.01.2012 08:15:42 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
The platform indicator said the train on platform 9 would be the first to go, but this was incorrect. However, there were no staff on the platform saying that platform 8 was actually the first train, and no announcements until literally 5 seconds until the platform 8 train departed- not enough time for us to change. This is extremely frustrating as I will now be late to my new job simply because TFL is incapable of getting its signage correct. Please make sure passengers know which is the first train- this has
happened to me on a few occasions now.
Our ref: 1010097195
Date: 31.01.2012
Dear
Thank you for contacting us about the poor level of service information we are offering at present on the District line. We are aware that there are problems at present with the provision of accurate train service information at certain stations on the District line, including Ealing Broadway. These usually show the programmed departure of the trains but may not be immediately updated if the trains are running out of order. Where this happens station staff should make announcements to customers to advise which train will leave. I should point out that this station is managed and staffed by First Great Western and that if you experience a problem over staff matters it would be advisable to contact them directly. The contact details for this company are: First Great Western, Customer Services Team, First Great Western, Freepost, WB40576, Plymouth, PL4 6ZZ Tel.: 08457 000 125 (open 07:00 to 22:00 daily)
Unfortunately, the problem with the dot matrix indicators is not likely to be fully resolved until our signals are upgraded in this area. The new dot matrix indicators will receive information directly from the signals and trains. This new signalling system will be installed as part of the Underground upgrade programme but will, unfortunately, not be operational for some years.
You may like to find out more about our Tube Upgrade plan and, if so, you can see the full details on the following link: http://www.tfl.gov.uk/corporate/projectsandschemes/18070.aspx
However, if you access the internet via your mobile phone then you may find our online live departure board information helpful and can be found at the following link: www.tfl.gov.uk/tfl/livetravelnews/departureboards. By doing this you'll be able to see when the trains are due at your station. I would like to apologise for the inconvenience caused by this situation. Please contact me again if you need any help in the future. Yours sincerely,
Kirk Martin Customer Service Advisor Customer Service Centre
2422785
Notes
23.01.2012 18:39:58 MARSHADW
Customer has called to report that she wanted to travel from Ealing Broadway to Richmond and there where delays.
So she took an alterative route, customer was charged £9.20 and she would like a refund
Our ref: 1010125245 / 2422785 Date: 3-May-13
Dear
Thank you for your recent phone call.
I’m sorry that you were delayed while travelling from Ealing Broadway to Richmond on 22 January.
If you were overcharged please speak with the Oyster card helpdesk on 0845 330 9876 they are open daily 8am-8pm and will be happy to assist.
If you are delayed by 15 minutes or more and for reasons within our control you can apply for the Customer Charter scheme. We will refund you the single fare of your Underground journey. You can claim this refund using the link below: https://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/refund.aspx?mode=oyster
You have 14 days from the date of the delay to apply.
Once again I’m sorry for any problems caused and please contact me again if you need any help in the future.
Yours sincerely
Debbie Griffiths
Customer Service Advisor Customer Service Centre
2429559
Notes
25.01.2012 18:08:06 WEBLOGIN
PREFERRED MEANS OF CONTACT: PHONE
I object vigorously to LUL announcements that it operates a good service. It is up to me to decide whether your service is good or not, not you. I can assure you that the system is inadequate at every level of operation from punctuality to reliability to customer service to cleanliness to capacity. It is an embarrassment, particularly to visitors from a city such as Tokyo, from which
many lessons could be learnt. The real message which these announcements convey is that you have not the slightest intention of
improving - why should you if you think your service is good?
On 24 January 2012, the TfL website claimed that at lunchtime the District Line would run Eastbound from Ealing Broadway at ten
minute intervals, giving options of interest to me of 12.49, 12.59 and 13.09.
I was on the District Line platform at Ealing Broadway at 12.55, along with a crowd of other people. Not a train was in sight. At
this point the TfL website was still offering 12.49, 12.59 and 13.09 as departure times.
A train finally pulled in shortly after 13.05, then departed at 13.11. During the 15 minutes I was waiting, there were two
self-congratulatory announcements to the effect that a good service was operating on all lines. Not a hint of understanding, let alone apology for the fact that the 12.59 apparently simply disappeared, or that the 13.09 was 2 minutes late in a 10 minute interval. By what possible standard can that be called a good service?
Our ref: 1010138306
Date: 08.02.2012
Dear Thank you for contacting us about the train service announcements being made on the District line on 24 January. I am sorry that you were experiencing a difficult journey on this occasion. I can confirm that there was some disruption to the service as a result a customer incident at Upton Park on an earlier westbound train which may have affected departures from Ealing Broadway. I do appreciate your comments about the term “good service”. However, the announcements are made throughout the line and therefore may not always be appropriate to a particular location. We also need to be concise, and unfortunately it is difficult to find appropriate brief expressions that will suit every situation. London Underground is the oldest metro system in the world and carries many times more passengers than was ever envisaged by the original designers and builders of our lines. During the peaks every line runs the maximum number of trains that the track and signalling can support. A message that there is a good service may apply to the central area but seem inappropriate further out where the train service is not so frequent as it is through the centre.
I would like to apologise, once again, for the delays you met with and the less than helpful public address announcements. Please contact me again if you need any help in the future.
Yours sincerely,
Kirk Martin Customer Service Advisor Customer Service Centre
2428037
Notes
25.01.2012 12:56:30 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
The District Line Tube at 08.33 was running late due to delays I totally understand that but it did not arrive until 8.54 and I got late to work arriving at 9.20 in the office this morning I am now aware there was a problem on the districts line from
Bromley-By-Bow due to signal failure but I was not aware at the time off my travel!
Our ref: 1010135060
Date: 26.01.2012
Dear
Thank you for your email regarding the delays on the District line on the morning of the 25 January.
I am sorry for the inconvenience caused to your journey at this time. I understand this must have been extremely annoying for you.
As you are aware the reason for this was due to a signal failure which happened at Bromley By Bow, this occurred at 06:15 and caused a partial line suspension between West Ham and Tower Hill until 06:31 with severe delays on the rest of the line until 07:33. Our technical team were on hand straight away but unfortunately it took quite a while to get the problem fixed and the service running normally again.
With regard to your comments about the travel updates being provided. I am sorry that you feel the information being given wasn’t up to standard on this occasion. Our staff are trained to give the best and most accurate advice where possible but often at times of service disruption information can often change quickly, which could be what happened on this occasion.
For your information, under our Customer Charter you would be entitled to a refund of the adult single fare if you were delayed for longer than 15 minutes for a fault on our part. You can do so by picking up a form at any Underground station or applying online at www.tfl.gov.uk/tuberefund. Please note that you must submit a Customer Charter refund application within 14 days of your delayed journey.
Once again I can only apologise for the delay to your journey on this occasion and I hope that any experiences that you have with us in the future are better for you.
Yours sincerely,
Wendy Ferris Customer Service Advisor Customer Service Centre
2429533
I would like to complain about the recent cancellation of my morning train on behalf of myself, 12 girls from another school and 5 girls who go to my school. Every day I used to catch the 7.48 to Hammersmith from Ealing Broadway, but when I arrived back from my Christmas break I found that it had been cancelled. I was not only late for school on that day, but I now have to catch the 7.40
train just to be on time. This results in me losing 8 minutes of sleep, and as I require 8 hours of sleep per night, I have to wake
up 8 minutes earlier, so I have to go to bed 8 minutes earlier so I can't finish watching my TV programme before going to bed which
leads to an unsatisfactory feeling and incompleteness in my life, ad well as hindering my cerebral development in speech, English
and social skills (some of the many benefits of watching TV. It is therefore essential that TFL takes some action to compensate me
and my friends or reinstates our morning train. Please can you respond with details of the action to be taken as soon as possible.
Thank you.
Our ref: 1010138235
Date: 27.01.2012
Dear
Thank you for your feedback form about the District line timetable being changed.
I'm sorry to hear this has had such an affect upon your journey and your life. Please look at this as a vital learning experience getting you prepared for life as a commuter in London. Not only will you need to make sudden amendments to your routine when you leave school and start work, but you will also need to get up earlier and adjust to the lifestyle changes required to go out and earn your money so you can enjoy your life when you're not at work.
There is no need to thank us for this free life lesson, just enjoy the experience.
We have altered the timetable to improve services on the line as a whole. It is a complex scheduling task, and minor tweaks made in certain places has provided a better, more reliable, and improved service on the line as a whole.
Thanks for contacting us, I hope I have helped to clarify the situation.
Please contact me again if you need any help in the future.
Yours sincerely,
Jacqueline Shanahan Customer Service Advisor Customer Service Centre
I did make sudden amendments to my routine, and despite the negative effect it has on my life, am dealing with this experience. Even so, despite the fact that its *possible* for me to change my schedule, it is *inconvenient* which is why I wrote the complaint in the first place. I would also like to add that I find your tone very patronising and will be getting in touch with your supervisor. Also, "enjoy the experience"? No one I know enjoys their morning commute, and "There is no need to thank us for this free life lesson"-seriously?!?!? So, you want me to thank you for cancelling my train, making it really hard to complain and then sending me this sarcastic, condescending email? I feel that this is unreasonable and unfair, for the reasons stated above and await your reply.
Our ref: 1010138235
Date: 30.01.2012
Dear
Thank you for your further email.
I'm sorry you took offence, this was not intended.
In respect to your original issue, the timetable was changed, as I mentioned in the last paragraoh, to benefit the users of the line as a whole. This has resulted in minor timetable changes throughout. However I have passed your feedback on to the timetabling team for their consideration.
Please let me know if I can assist you further.
Yours sincerely,
Jacqueline Shanahan Customer Service Advisor Customer Service Centre
2438353
Notes
29.01.2012 09:02:39 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Announcement that tube I entered would be the next tube leaving the station. Having sat down, the driver announces this would now
be the 3RD tube to leave the station. After at least 3 of his announcements that it would be the 3RD tube and not the 1ST tube,
EVERY passenger disembarked to the other platform of the next incoming tube. Having got through the scrum to get on that tube, the
driver of that tube announced that the NEXT TUBE TO DEPART was on the other platform (i.e. the tube everyone had just been
instructed to leave). This was an absolute time-wasting fiasco - a total absence of any management, totally incorrect
announcements and delayed my journey by at least 20 minutes. DISGRACEFUL SERVICE
Our ref: 1010153993
Date: 22.02.2012
Dear
Thank you for contacting us about the problem you met with on the Central line at Ealing Broadway station on 27 January. Please accept my apologies for the delay in responding to you.
I'm very sorry that you you were being given conflicting information over the train public address system at this station. The drivers concerned may have been making their announcements based on information they were receiving from the controller and, unfortunately, this can be inaccurate at certain times as trains may arrive out of timetable sequence as a result of service disruption.
Much effort is being made to remedy this problem as part of the Tube Upgrade programme. This means there will be an improved link between our signalling system and train and platform information systems which will help prevent the problem of wrongly described trains.
You may like to find out more about our Tube Upgrade plan and, if so, you can see the full details on the following link: http://www.tfl.gov.uk/corporate/projectsandschemes/18070.aspx However, I can appreciate that this was extremely frustrating for you and caused you some delay to your journey. I would add that under the terms of our Customer Charter you are entitled to claim the single fare for any London Underground journey on which you are delayed by fifteen minutes or longer because of a fault within our control, for example a signal failure or a defective train. You should claim within fourteen days of the delay either online at: http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/ or by using a Customer Charter Refund Claim form obtainable from the leaflet rack at any of our stations. I would like to apologise, once again, for the inconvenience you have been caused on this occasion. Please do not hesitate to contact me again should you require any further information. Yours sincerely,
Kirk Martin Customer Service Advisor Customer Service Centre
2452517
Notes
09.02.2012 14:42:24 WUGE
Adhoc load £1.40 to West Acton available from 10 Feb.
Opus ref: 807380.
______
Notes
02.02.2012 20:11:34 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Hello,
I took the tube at West Acton to go to Ealing Broadway and back as I was accompanying my daughter who was taking a train at Ealing
Boraway train station. I therefore touched out and then back in at Ealing Broadway on the special Oyster machine on the platform.
The return journey should have cost me £2.80. I started with £4.30 on my Oyster card and should have had £1.50 left by end of the
journeys. In fact, I was in debit by -10p! A nice staff at West Acton tried to refund my Oyster but made a mistake and only got a credit of +10p back on my Oyster. When he realised the mistake, the system would not allow him to go back and refund another
£1.40. I am therefore still out of pocket by £1.40 on my Oyster - West Acton Station supervisor told me to contact you to get the
£1.40 refund back. Can you refund please? Thank you.
Our ref: 1010181425
Date: 09.02.2012
Dear
Thank you for contacting us about an overcharge against your Oyster card on 29 January.
Information is gathered from the ticket gates at stations when our customers touch in and out. This data provides the system with the starting point and destination of a journey and the correct amount that should be levied for it. It works by charging the maximum fare, in your case of £4.60, on entry to the Tube network, and crediting any balance back onto the card on touching out. The system was therefore 'confused' by the missing validation.
I'm sorry that the matter was not satisfactorily resolved by the member of staff at West Acton. Please accept my apologies for the inconvenience caused. I've sent an electronic instruction to the gateline of West Acton station to refund the money back onto your Oyster card. It'll be ready for collection from Friday, 10 February and stay available for 7 days from then. The amount (£1.40) will be credited back onto your card when you touch in as per your normal journey.
I hope you'll have trouble-free travel in future. Please do contact me again if you need any further assistance.
Kind regards,
George Wu Customer Service Advisor Customer Service Centre
2458596
Notes
29.02.2012 12:44:40 MARTINKI01
Offered goodwill of £5. Refund due as entered station and paid for bus.
______
Notes
06.02.2012 06:49:09 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL train cancellation. I was on board the train at Ealing and announced this would be the last train before 11. We were kept waiting then train caancelled. The district line train left shortly before. Over ground were running. You were aware of snow was coming this week and still you were unprepared on a service which bar about 4 stops that end is under ground. btw the hotel cost 160 as i then missed my connection home. useless, thoughtless, arrogant and a contempt for customers.
Our ref: 1010191291
Date: 29.02.2012
Dear
Thank you for contacting us about the delay you experienced on the Central line on 4 February. Please accept my apologies for the time it has taken to respond to you. I am very sorry that, due to adverse weather conditions, your journey was disrupted on this occasion. Although the suspension of the train service was caused by factors beyond our control I am happy to make you a gesture of goodwill payment of £5.00 to cover the cost of your single journey and for the inconvenience you were caused. However, I will need your full postal address to do this. If you reply to this email I will send a refund voucher to you. I would like to apologise, once again, for the delay you experienced on this occasion, and I look forward to your reply.
Yours sincerely,
Kirk Martin Customer Service Advisor Customer Service Centre
I look forward to the refund
Our ref: 1010191291
Date: 06.03.2012
Dear
Thank you for contacting us about the delay you experienced on the Central line on 4 February and providing your full postal address.
I am happy to make you refund for your extra expense and a voucher is the quickest method of refunding you. However, I need to know if a refund voucher is suitable for you as you live outside London. The refund voucher is exchangeable for cash or Oyster products at any London Underground station and is valid for two months from the date of issue. If you are unlikely to be in London within the next couple of months please let me know and I will raise a cheque for you. I look forward to hearing from you again soon.
Yours sincerely,
Kirk Martin Customer Service Advisor Customer Service Centre 2464677
Notes
07.02.2012 16:53:18 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
My train was delayed by 10 minutes. I was very upset by this as it made me late for my lecture and therefore got me into deep trouble. This has been mentally exhausting for me and I expect a full refund.
Our ref: 1010202652
Date: 28.02.2012
Dear
Thank you for your email about the journey you made on the Central line on 6 February.
I'm sorry to hear that you experienced a longer journey time than usual while travelling on the Central line. Whilst we concur that there are occasions when trains can be held at platforms to regulate the service, having checked our records I can confirm that there were no significant delays on the line during the time you were travelling on the day in question.
If you are delayed on the Tube in the future, under the terms of our Customer Charter you are entitled to claim the single fare for any Underground journey on which you are delayed by fifteen minutes or longer and it was our fault. Claims should be submitted within fourteen days of the delay either online at www.tfl.gov.uk/tuberefund or using a claim form from the leaflet rack of one of our stations.
I hope you find this information useful. Please contact me again if you need any help in the future.
Yours sincerely, Clive Nwonka Customer Service Advisor Customer Service Centre
2464620
Notes
07.02.2012 16:41:02 WEBLOGIN
Hi, I wanted to call you but see that this is not possible. My complaint does not relate to a specific date, or line, but to the
fact that I truly believe tube fares have become far too high. I also believe that the latest increase was very insensitive and
certainly very unhelpful for a lot of people in this economic climate. One return journey to and from the City costs for some
people more than one hours pay, which I think is totally unacceptable. I also believe it should be possible (like in other
countries) to transfer from a tube to a bus on one ticket to complete one journey. It seems to me that TFL takes advantage of the
power that they have over London residents - as there is no other alternative for passengers needing to travel by public transport.
(No response found)
2471656
Notes
29.02.2012 11:01:24 MARTINKI01
NB - 1897718 MENTIONED IN NOTES IS NOT THE SAME PERSON OR ISSUE.
______
Notes 09.02.2012 21:15:35 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I have already reported this delayed journey - reference number 1897718. Train was delayed for over 35 mins as the westbound train could not get into the station at Ealing Broadway - points failure and was stuck between EB and West Acton, ended up being driven back halfway down the platform at West Acton and then having to walk through the carriages until we could see the platform - no trains were travelling eastbound or westbound. Surely it doesn't take over a week to refund on a journey? Not impressed at all??
To Kirk Martin Thank you for your email below. I am dismayed that it has taken you nearly a month to respond back to my enquiry, is it any wonder that most people do not claim when they are delayed on their journeys if it takes this long just to get a response. I can confirm that I have already received my customer charter refund, as I did not hear from you and sent off another email which was actioned and dealt with via letter dated 8 February. Perhaps you should liaise with Oyster Customer Services as they issued a refund - my reference quoted was CR276207. Yours sincerely
--- On Wed, 29/2/12, [email protected]
From: [email protected]
Our ref: 1009184818
Date: 29.02.2012
Dear
Thank you for contacting us about a delay to your journey on the Central line on 2 February. Please accept my apologies for the delay in responding to you. I can confirm that there was a delay to the train service at the time you were travelling due to a points failure at Ealing Broadway. I would like to apologise to you for the inconvenience that this must have caused you. Under the terms of our Customer Charter you are entitled to claim the single fare for any London Underground journey on which you are delayed by fifteen minutes or longer because of a fault within our control, for example a signal failure or a defective train. You should claim within fourteen days of the delay either online at: http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/ or by using a Customer Charter Refund Claim form from the leaflet rack at any of our stations. On this occasion I would be happy to arrange a refund of your train fare but I will need your full postal address. I would appreciate it if you could provide me with this information. I look forward to hearing from you again.Yours sincerely,
Kirk Martin Customer Service Advisor Customer Service Centre
2476544
Notes
12.02.2012 07:35:21 WEBLOGIN
tried to travel home on Friday evening to E/Broadway - reader indicated at least 18 mins to next tubes - the next FOUR tubes ALL
for West Ruislip and NONE for Ealing Broadway - when asked for information, first told nothing wrong with service - clearly there
was - I asked why all trains going to West Ruislip - there was NO ANNOUNCEMENT re: Ealing Broadway - told me next E/Broadway train
at STRATFORD (i.e. completely the wrong end of the line) and no indication of when, if ever, it would reach Chancery Lane etc - had a VERY difficult journey home - DISGRACEFUL SERVICE - EVERY DAY IN THE PAST WEEK THE SERVICE AS BEEN ATROCIOUS WITH ENDLESS
DEFECTIVE TRAINS & SIGNAL FAILURES - TIME TO START DELIVERING A PROFESSIONAL SERVICE FOR YOUR CUSTOMERS
(No response found)
2476841
Notes
19.02.2012 14:52:22 MCKENZMA
From Heartbeat Manager's Report:
19:17 Bank
Eastbound train 111 stalled approx. halfway out departing Bank station.
Train Operator reported Main Line Burst - going back to do isolations.
E14 stalled approaching Bank platform.
E44 held in St. Paul's platform - all other EB trains in platforms.
1930 hrs. DRM Christan Daly available to dispatch to Bank but decision made to remain at Wood Lane as no means of travelling to site available. No East End DRM available. DSM Dave Mead on site in control.
1933 hrs. Train 111 detraining via rear car and train 14 pulling front car into Bank platform to detrain.
1934 hrs. Service suspended MAA to LIS EB road only at present.
1936 hrs. W32 reversed west to east at LIS via crossover.
Train 14 front car berthed in Bank platform.
1943 hrs. Both trains (111 & 14) fully detrained at Bank (total of 1214 customers).
1946 hrs. Train Technician on site at Bank and boarding train 111.
1954 hrs. DRM Fiona Lennon at Waterloo finished shunting on the Wloo & City line and dispatched to Bank to assist DSM Dave Mead controlling the situation.
1955 hrs. Special Service stated to be put into operation on remainder of line. 1958 hrs. Train Technician to drive train 111 from rear cab with T/Op in front cab braking.
2003 hrs. Train 111 moved off from BAN towards LIS.
2004 hrs. Train 14 fully berthed in BAN platform.
2006 hrs. Train 111 arrived LIS platform.
2011 hrs. Train 111 fully berthed in LIS No. 2 siding.
2013 hrs. Train 14 dep BAN ety to LIS to re-enter service.
2016 hrs. Train 44 dep STP on EB in service.
2035 hrs. LIS sdgs (1 & 2) discharged from cabin.
2037 hrs. BEG - LIS WB discharged.
2040 hrs. HOL - LIS EB discharged.
2048 hrs. Train Technician & T/Op clear of train 111 in sidings.
2050 hrs. BEG - LIS WB & HOL - LIS EB recharged: Plus Sidings recharged from cabin.
Service resumed to all destinations.
46 minutes delay booked to service.
(Henry Davison)
______
Notes
12.02.2012 13:31:47 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
The central line had severe delays and terminated at White City. As I was heading to Bond Street to change onto the Jubilee line to go to London Bridge I had to make other arrangements. It took me 40min extra to get to London bridge than it normally does.
Our ref: 1010225322 / 2476841
Date: 19.02.2012
Dear
Thank you for contacting us about your disrupted Central line journey of 10 February.
I've very sorry that you were caused so much inconvenience which was caused by a stalled train.
Under the terms of our Customer Charter you are entitled to claim the single fare for any Underground journey on which you are delayed by fifteen minutes or longer because of a fault within our control (e.g. a signal failure or a defective train). Each claim should be submitted within fourteen days of the delay either online at www.tfl.gov.uk/tuberefund or using a claim form from the leaflet rack of one of our stations. With regard to this particular journey you will need to claim your Customer Charter refund by 24 February.
I hope your future journeys with London Underground will be trouble-free. Do get back in touch if I can be of any further help.
Yours sincerely,
Maria McKenzie Customer Service Advisor Customer Service Centre
2477674
Notes
13.02.2012 07:04:34 WEBLOGIN
floors of the Central Line tubes are absolutely filthy - clearly they have not been washed in days/weeks - during the recent bad weather all sorts of dirt have been introduced and now the floors are so filthy, if I put my bag on the floor I will have to clean it later - totally unacceptable and just goes to show what an appalling level of cleaning is taking place, or rather, is not taking place, on this line.
(No response)
2481064 Notes
14.02.2012 09:22:23 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I tried to buy a 7 day pass from Ealing Broadway Station where I have been charged £34.20 for Zone 1 to 3 but my card was not uploaded with the pass. The mistake i did is i did not touch the oyster card after making the payment using my Visa debit card. but the machine did say that i didnt get charged for the transaction. However, when i checked my bank statment, i have been charged with £34.20. How can i get a refund for the charged amount?
Thanks,
Our ref: 1010232962
Date: 02.03.2012
Dear
Thank you for contacting us about what happened at Ealing Broadway station. Please accept my apologies for the delay in responding to you.
I’m sorry if you have lost money in a ticket machine. Ealing Broadway station is managed by First Great Western and as such you will need to contact them directly so that they can look into this for you. Their contact details are as follows:
Customer services team First Great Western Freepost SWB40576 Plymouth PL4 6ZZ Tel: 08457 000 125 Email: [email protected]
I hope that you find this information useful. Please feel free to contact me again if you need help with any other matter.
Yours sincerely,
Caroline Smith Customer Service Advisor Customer Service Centre
2486482
2492
2492682
Notes
17.02.2012 20:31:59 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
The service on the central line was announced as good this morning at this time but there was no train for 10 minutes: how can that be called a good service?
Our ref: 1010254900
Date: 05.03.2012
Dear
Thank you for your email about the journey you made on the Central line on 17 February.
I'm sorry to hear that you experienced a longer journey time than usual while travelling on the Central line. Whilst we concur that there are occasions when trains can be held at platforms to regulate the service, having checked our records I can confirm that there were no significant delays on the Central line during the time you were travelling on the day in question.
If you are delayed on the Tube in the future, under the terms of our Customer Charter you are entitled to claim the single fare for any Underground journey on which you are delayed by fifteen minutes or longer and it was our fault. Claims should be submitted within fourteen days of the delay either online at www.tfl.gov.uk/tuberefund or using a claim form from the leaflet rack of one of our stations.
I hope you find this information useful. Please contact me again if you need any help in the future.
Yours sincerely,
Clive Nwonka Customer Service Advisor Customer Service Centre
2518965
Notes
07.03.2012 19:39:13 CLOUTIJA
£1.40 charter refund sent to Bronley by Bow - OPUS ref 830566
______
Notes
28.02.2012 18:17:13 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I arrived at Ealing Broadway at 16.14 (from the 16.06 train from Southall). Once the train had started moving, the driver informed us of a signal failure at Liverpool Street causing delays to the Eastbound service. It was a start/stop journey until White City where the train had stopped for at least 15 minutes. The only info given was that the train I was in was going out of service and the train on the adjacent platform would leave first. Only by checking your website did I find that there was a track closure on the Central Line. None of the staff seemed to have realised this. At 16:50 I walked to Woodlane (costing me £1.40 to exit White
City). The journey was fine until the train stopped between Bow Road and Bromley by Bow because of another signal failure, this time at Barking. I arrived home at approximately 18.00, costing me another £1.40 to exit at Bromley by Bow.
It has taken me 1hour and 45minutes on the tube when it should take me no longer than an hour.
I understand that you, personally, didn't put this upon me but after a long day at work I think it's fair to say that I'm not a happy bunny.
I'm sorry I had to send such a negative complaint.
Thank you for reading.
Our ref: 1010302735
Date: 07.03.2012
Dear
Thank you for your feedback form regarding your journey on Tuesday 28 February.
I'm sorry for the delay you incurred and the inconvenience caused. At the time you were travelling the Central line was part suspended from Marble Arch to Leytonstone due to a signal failure at Liverpool Street. Although trains can terminate at White City when there is a good service, the driver should have made it clear that in this case it was due to the problem further up the line.
I can confirm that only £1.40 was deducted from your pay as you go balance for the whole journey as White City and Wood Lane is a valid interchange. However, you are entitled to a refund of this under our Customer Charter as you were delayed by more than 15 minutes for a reason within our control. I have sent this money to the ticket gates at Bromley by Bow and it will be available for collection from Friday for eight days. Your Oyster card will be credited when you next touch in to start a journey within this period. Please let me know if you are unable to collect it.
Thank you again for contacting us and I hope I have explained everything clearly. If you have any further queries please get back in touch.
Yours sincerely
James Clouting Customer Service Advisor Customer Service Centre
2523949
Notes
01.03.2012 09:56:03 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL This is not an isolated incident. I can count the amount of times I have NOT been delayed by the central line since christmas on one hand. What's going on? I'm making this complaint hoping that it will help you improve the service!
Thanks
Our ref: 1010311018
Date: 13.03.2012
Dear
Thank you for contacting us about the problems on the Central line on 1 March.
I apologise for the service disruption that day and the inconvenience caused. I appreciate how frustrating this experience must have been for you. This was due to a faulty train at Marble Arch that led to severe delays to the rest of the line that morning.
Whereas I can appreciate the frustration caused by delays to the service caused by faulty trains, it should be borne in mind that with the best will in the world there will inevitably be times when these problems occur, causing delays to the service. It is very unfortunate that you have been delayed by these problems and can understand your annoyance. Please be assured however that it is always our intention to run our services according to the timetable and that we make every effort to maintain trains.
Under the terms of our Customer Charter you are entitled to claim the single fare for any Underground journey on which you are delayed by fifteen minutes or longer and it was our fault. Claims should be submitted within fourteen days of the delay either online at www.tfl.gov.uk/tuberefund or using a claim form from the leaflet rack of one of our stations.
Please contact me again if you need any help in the future.
Yours sincerely,
Clive Nwonka Customer Service Advisor Customer Service Centre
2535274
Notes
05.04.2012 14:32:22 SMITHCA01
If the customer contacts us again as the email we have was returned as undeliverable, we need to advise that Ealing Broadway is the responsibility of First Great Western in regard to refunds in cases such as this.
______
Notes
03.04.2012 08:37:19 PIATKOLU
1x email received system error returned email passed to lurr
______
Notes
31.03.2012 10:20:56 CHANTZEL
customer has 3 £10 top-ups I have kept octa
seems that these are the 3 transactions she is referring to
so I asked for statement
______Notes
05.03.2012 19:36:15 OJEBIYAB01
Customer says she is a visitor in the UK and she resides in the USA.
Customer said at two different times at Ealing Broadway (on the same day) and on 2 different oyster cards, the station ticket staff served her and she told the station staff that she wanted to top up her oyster card with £10 each on the oyster cards.
Customer said she £10 was loaded on her oyster card but £20 was taken out of her account twice (£10 extra each time).
Customer said she has misplaced one of the oyster cards but she has proof of the receipt.
Customer said she paid with her credit card and she wants someone to investigate this.
Best mode of contact will be her email because she is going back to the states.
Card Details:
First 6 digits:
Last four digits:
Expiry Date:
Oyster card number :
1st Receipt number :3190T01W30M213177488619
Ref: 000100238263
2nd Receipt number : 3190T03W32M213387492167
Ref: 000300245224
Please investigate and respond back to customer.
Regards.
Ref: 1010330875
Date 03/31/2012
Dear Miss
Thank you for contacting us about your Oyster card top-ups. Please accept my apologies for the delay in responding to you.
I’m sorry if you have been charged for a product you didn’t receive when using one of our ticket machines. We do all we can to ensure that our ticket machines are working correctly and we monitor this area closely.
In view of what happened, we will need to investigate this transaction further. In order to do this, we require the following details from you -
Your full postal address Your full bank statement and the receipts in question. Please delete all sensitive information, i.e. account number, sort code, balance etc from your bank statement before sending it to us. You can send it as an attachment to your email response. Once we have these details, we will be able to confirm whether a refund is due and then respond to you accordingly.
Thank you for your patience while this matter is being resolved. I look forward to hearing from you soon.
Kind regards
Eleni Chants Oyster Customer Services
2590316
Notes
28.03.2012 12:27:25 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I topped up my Oyster at West Ealing, forgot to tap in and as soon as I realised got off the overland train at Ealing Broadway to check. I approached a member of staff who threatened repeatedly to make me pay the £20 penalty fare despite me repeatedly explaining the situation. I could have checked my status by touching in directly at Ealing Broadway but chose to be honest, open and try and resolve it directly with your staff one of whom was both rude and patronising. II object to the way the incident was
handled would appreciate a refund of the £1.90 charged as I was merely a customer who, rather than continue her journey and reclaim
any penalty fair I was charged, decided to immediately try to rectify the situation by approaching your staff. The attitude of the
staff member will no doubt encourage myself and others not to do so in the future.
Ref: 1010435038
Date 30.04.2012
Dear
Thank you for getting in touch to let us know about what happened at Ealing Broadway Station on March 28. Please accept my apologies for the delay in reply.
I’m sorry to hear that you are unhappy with the way you feel you were treated by a member of our staff. We expect all staff to do their jobs politely and professionally. Procedures are in place for those who fail to do so.
Thank you for bringing the matter to our attention, our staff do a difficult job every day but they should still provide basic courtesy to all of our customers . Situations like this can easily happen and I can accept you were only trying to do the right thing. I can understand your annoyance at receiving such a reaction . I assure you that we take such complaints very seriously and will do our utmost to prevent a recurrence of this unfortunate incident.
We like to provide the best service when you visit one of our stations. I’m sorry if we let you down on this occasion.
Please contact us if you need any further help.
Kind regards
Tim Coombes TfL Customer Services
2594932
Notes
20.04.2012 17:46:48 JANAIDCH
EE btwn hammersmith and ealing common on 29/03. Refunded £5.40 via ad hoc to ealing common.
Refund case number: 0000866451
______
Notes
04.04.2012 15:57:39 PARRYJA
Our rules only permit adhoc refunds for e/e issues on unreg cards. The agent didn't specify the amount. This case is being closed.
______
Notes
29.03.2012 19:00:12 THOMASSA06
Touched in Hammersmith station to travel to Ealing Broadway. When she arrived at Ealing Broadway there was an annoucnement to advise the readers were not working correctly. Therefore she has been charged for an incomplete journey.
She has spoken to Oyster and they advised that as the card is not registered the money can only be refunded on to her Oyster card not possible for cheque to be sent. She doesn't want to register her card and doesn't see why she should have to take a Tube to collect her refund.
I advised that we would look into the issue and in the circumstances (our gates faulty) may consider a GOGW voucher for extra she paid.
2592480
Notes
29.03.2012 09:06:42 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Ealing Broadway Central Line Announcer
Sir/Madam,
Please tell the announcer at the Central line platforms at Ealing Broadway to stop talking.
He seems to think every morning people are interested in hearing his boring, repetitive voice droning on and on and on delivering
the most useless information and advise over and over, again and again.
Above telling us when the next train is due in, due to leave and, 'mind the gap', we really don't need any more information ('the train on platform 5 has been waiting at the platform for 4 minutes now, and is due to leave in another 4 minutes, it is rather busy with few seats available this morning, it does look like standing room only this morning so if you want a seat the train opposite has just arrived, it is not due to depart for another 8 minutes so if you are not running too late this morning and have 8 minutes
you can spare and are not running late to work this morning and you do want a seat to work this morning then please use the train at platform 6 rather than the train on platform 5 which does look rather full this morning and has standing room only as it has been at the platform for 4 minutes now, and is due to leave in another 4 minutes, so please use the train on platform 6 rather than platform 5 as the train on platform 6 has seats and is not due to depart for another 8 minutes)...... and on and on and
on..... every morning.
This individual was so verbose this morning that myself and a few others looked up from our reading material and all said, 'for
God's sake shut up' in unison.
It was so bad that when the train pulled out the tube driver came over the tannoy and apologised for the over-long inane
announcements by saying his colleague clearly had a new toy and wanted to play with it.
Ref: 1010438854
Date 25.04.2012
Dear
Thank you for getting in touch to let us know about what happened at Ealing Broadway Station on March 29. Please accept my apologies for the delay in replying to you.
I’m sorry to hear that you are unhappy with the way you feel a member of our staff was misusing the tannoy system. We expect all staff to do their jobs politely and professionally and certainly not annoy customers with a string of unnecessary announcements.
We know from our latest customer satisfaction surveys that people are generally much happier with our announcements now than they were two years ago and its something that we continue to work to improve.
Thank you for taking the time and trouble to bring this matter to my attention. We like to provide the best service when you visit one of our stations. I’m sorry if we let you down on this occasion.
Please contact us if you need any further help.
Kind regards
Tim Coombes TfLCustomer Services
Thanks for your response. In recent days I am pleased to say either the batteries have run out or he's now fed up with his new toy. Peace prevails.
Regards,
Ref: 1010438854
Date 26.04.2012
Dear ,
That's good to hear! Thanks for letting us know it's been resolved, and giving me a laugh on a Thursday morning.
Kind regards
Tim Coombes TfL Customer Services
2599254
Notes
10.04.2012 12:42:09 NELSONPH
0000856730
£3.20 adhoc via Hatton Cross re entry/exit
______
Notes
03.04.2012 12:45:10 NELSONPH
requetsed station nomination for £2.60 refund ______
Notes
31.03.2012 14:57:36 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I left work at appprox 11.15pm - walked the 5 mins to Ealing Broadway .... the staff said there was a fault on all the turnstyles
.. and they were all open ... there was no touchscreen available to use my Oyster ...
I changed at Acton Town .. and then arrived at Hatton Cross. Now because I touched out ... it charged me £4.60 instead of £1.40
This is unacceptable .. I am not a fare dodger ... I am a professional man with 4 kids ..... the fault was the station at Ealing
Broadway ... I am sure many people had the same problem as told to walk through ...
So I would like the differnce refunded as I now don't have enough for todays fares to work !!!
I am very upset
Thank you
I always use Hatton Cross for the start of my journey .....
It wasn't that I failed to touch in correctly ..... the touch screens were down ... the gates were open ..and the staff were saying go on through ....
Thank you so much ....
Date: Tue, 3 Apr 2012 12:44:31 +0100 From: [email protected] Subject: TfL 2599254 PN Oyster (GC) To: k
Ref: 1010451207
Date 03.04.2012
Dear
Thank you for your email about your recent Oyster pay as you go journey. I’m sorry for the delay in replying to you.
I have looked through your Oyster card records and can see that you have been charged £3.20 for an incomplete journey after failing to touch in correctly.
I can arrange for this amount to be refunded. Before I can do this I will need you to nominate a London Underground Tube/London Overground/National Rail station that you’ll be travelling from within the next week. That way I can arrange for it to be added to your pay as you go balance when you make a journey from that station. You won’t need to do anything special, just touch in and make a journey as normal. Your balance will be updated as soon as you touch in.
Looking forward to hearing from you again soon.
Kind regards
Philip Nelson Oyster Customer Services
Ref: 1010451207
Date 10.04.2012
Dear
Thank you for your email about your recent Oyster pay as you go journey. I’m sorry for the delay in replying to you.
I have looked through your Oyster card records and can see that you have been charged £3.20 for an incomplete journey after failing to touch in correctly.
I have arranged for £3.20 to be added to your pay as you go balance when you touch in at Hatton Cross station. The refund will be available at Hatton Cross from Tuesday 11 April for eight days. You won’t need to do anything special, just touch in and make a journey as normal. Your balance will be updated as soon as you touch in.
Please contact me again if you need any help in the future.
Kind regards
Kind regards
Philip Nelson Oyster Customer Services
2602730
Notes
14.04.2012 15:22:36 TAYLORKY
006202020059- cust has e/e on 31/03, due £2
006202020178 -cust has e/e on 31/03, due £2 both cards registered under
Email sent asking for nomination
______
Notes
02.04.2012 14:54:50 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL The card reader and barrier at Ealing Broadway was not working on Saturday Morning so I was overchared for nmy journey to
Embankment.
My wife travelled with me using card no and was also overcharged.
Thank you for your reply to my query. I have no plans to travel to London again at present so I would be gratefull if you could send me a cheque to the following address.
The answer to the question you asked is .
Many thanks
From: "[email protected]"
Ref: 1010456786
Date 14.04.2012
Dear Thank you for your email to the Oyster card Helpdesk.
I have had a look at your journeys on the date in question and I can confirm that you have incomplete journeys on both Oyster cards.
I am able to process a refund of £4 (£2 refund due for each card) for you to collect from a station of your choice. Please reply to this email with the name of a station that you will be travelling from. Refunds sent to nominated stations remain there for a period of seven days before expiring. In light of this, please also specify the date you will next be travelling.
You will just need to touch in and make your journey as normal and your balance will be updated as you pass through the ticket gates. If you will be travelling from a station with more than one line, please also let us know which line you'll be using (eg Jubilee, Bakerloo, Northern).This can be any Underground, National Rail, DLR, Tramlink or Overground station within the Oyster zones.
If you would rather we sent you a cheque, please confirm and your full postal address.
Please also state whether you would like the refund to go onto one Oyster card or two separate refunds of £2 onto each card.
I look forward to hearing from you.
Kind regards
Kyle Taylor Oyster Customer Services
2604295
Notes
03.04.2012 09:17:34 GRIGGSCH
Customer repeated transaction 3x.
Customer purchase z1-3 weekly t/c adult
Debit Card
2609238
Notes
19.04.2012 10:54:05 FINLOWDA
Mixed travel charge confirmed - GOGW of £1.70 issued to WEA (OPUS 864544) and advised
______
Notes
04.04.2012 15:45:01 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL on 31/3 at about 4pm all the exit gates at Ealing Broadway where not working so I could not touch out and because of this i was over charged for the journey- please correct this mistake. My email is
Thanks
Our ref: 1010469394 19 April 2012
Dear
Thank you for contacting us, about being charged more than the advertised extension fare on the Central line between Queensway and Ealing Broadway, due to a fault with the Oyster card validators.
I have arranged a refund of the excess (£1.70) to be available from West Ealing rail station (which you appear to use regularly) between 20 and 27 April inclusive. Simply touch on the validator as you begin or end your journey here to pick it up on your card.
If you need further assistance, please contact us again.
Kind regards,
Dave Finlow Oyster Journey Resolution Team Customer Experience Directorate
2617944
Notes
13.04.2012 13:23:57 GRIGGSCH
The above customer rang you to chase a response.
I would explain that Ealing Broadway is not managed by London Underground.
Can you please contact the customer and advise him to get in touch with
First Great Western Tel. No. 08457 000125.
, who manage the station, to resolve this matter.
The only way to do this is via email.
______
Notes
12.04.2012 19:28:41 GRIGGSCH
customer still has not received a refund.
this is long overdue and the customer needs £262.80.
Please contact customer
______Notes
10.04.2012 13:15:13 OGUNLASI
Customer said that he tried topping up his oyster card at Ealing Broadway station with is debit card on the 4th and the 5th of April at ealing Broadway station with his debit card
Customer tried topping up a zone 1-3 travel card
Customer said that there where three attempts to have the oyster card topped up but the money has been deducted twice from the payment card without the oyster card been updated
Customer said that he has just topped up the oyster card with a credit card at Ealing Broadway station today the 10th of April
I have simply explained the policy to the customer and advised to call back after four days if he does not get a confirmation of that money been refunded on his payment card
Dear
Thank you for contacting London Underground regarding a problem that occurred at Ealing Broadway station.
Ealing Broadway station is managed by First Great Western so you will need to contact them to make a claim. Please call 08457 000125.
I am sorry that I have been unable to resolve this matter.
Yours sincerely
Eileen Costello
Customer Service Advisor
2649489
Notes
08.05.2012 13:14:01 FINLOWDA
SSX confirmed - GOGW of £4.60 issued to EAA (OPUS 880345) and advised.
______
Notes
26.04.2012 10:28:08 BOYNESAL
FORMAT - web login
QUERY - Cust has a chase-up e-mail under ST: 2659829, which I've completed as it's simply a chase-up of this original claim
ALLOCATION - passing to journey resolution
______
Notes
24.04.2012 13:49:43 BOYNESAL
FORMAT - web login
QUERY - extra fares paid due to service disruption and entry/exit issue
ALLOCATION - passing to journey resolution
______
Notes 22.04.2012 19:13:01 WEBLOGIN
PREFERRED MEANS OF CONTACT: PHONE
This afternoon my wife and I went through the barriers, pressed our Oyster cards onto the reader, and boarded an eastbound train.
After a while it was announced that due to a points failure between Ealing Broadway and north Acton, the train would not be leaving and we would have to find alternative means of transport.
We all went back through the barriers, which had been opened for us, and we took a bus to near home - and then walked the rest of the way; a long journey for us!!
2650592
Notes
25.04.2012 14:11:58 BOYNESAL
FORMAT - web login
QUERY - complain about the severe delay on Victoria line
ALLOCATION - passing to LU customer services ______
Notes
23.04.2012 11:11:39 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Dear Sir or Madam,
Me and my partner was undertaking a journey from Hayes and Harlington Station to on Sunday 15-04-2012 and part of my journey took place on the Central Line between Ealing Broadway to Oxford Circus and the Central Line train was held at West Acton Station for about 25 minutes and again the train was further held up at East Acton Station for another 20 minutes making my wait up to a total of 45 minutes I would estimate.
The reason for this delay is because of technical problems to the signals at Bethnal Green Station or something along those lines which resulted in the suspension of the Central Line between Liverpool Street Station to Leytonstone Station. It appears to me that the Line Controllers did not know what they was doing as the train operator clearly stated on the train that he did not have any specific information and also being kept waiting for so long. It appeared to me that many of the passengers on the train where
beginning to get restless as I was getting restless too in being kept waiting for so long.
If the Central Line was suspended from Liverpool Street and the entire Central Line was held up from the west side of the line then the line controllers should of started terminating the trains at the siding tracks at Liverpool Street Station and obviously terminating Central Line trains at Leytonstone Station while the technical problems was being sorted out at Bethnal Green Station, from East London side of the Central Line rather than keep me and partner waiting for 45 minutes on the train at West Acton and
East Acton respectively.
I can only guess that the signalling equipment used is pretty old now and is in need of urgent replacement, hence the Underground has suffered years of neglect and underfunding as a result.
Following on the train was further held up inside the Eastbound Central Line Tunnel for a short period of time as the train operator also announced there was some obstruction on the line at Bank Station and it had to be removed hence the train being held up.
So what I am saying is that today’s occurrences on the Central Line was a complete farce and I think those who run the line could of done things better rather than keep me waiting 45 minutes on the Central Line today.
Thanking you for your kind attention in this matter and I would be grateful for an early reply from you.
Yours faithfully,
Ref: 1010541393
Date 11.05.2012
Dear ,
Thank you for getting in touch to let us know about the difficulties you encountered on the Central Line on April 15. Please accept my apologies for the delay in responding.
I'm so sorry yourself and your partner had to experience these delays. I can imagine how frustrating it must have been for you. The delays were of a cumulative nature, with one incident feeding back and causing others.
I completely understand your point of view and agree that this level of delay is not good enough. We are working hard to improve our services and cut down on the number of delays and we have made good progress in the last few years, so I’m sorry you had to experience this series of incidents.
I'd like to thank you for taking the time and effort to write in and let us know about this. Feedback is important to us and I can assure you we are working hard to provide the best possible service we can to our customers. I’m sorry if we let you down on this occasion.
Please contact us if you need any further help.
Kind regards,
Tim Coombes TfL Customer Services
2659829
Notes
26.04.2012 10:27:53 BOYNESAL
FORMAT - web login
QUERY - This is a chase-up to cust's original claim under ST: 2649489
ALLOCATION - Passing to journey resolution completed
______
Notes
26.04.2012 09:38:25 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
You have not replied to my complaint of 21-4-12. When will I hear?
2662990
Notes 17.05.2012 11:24:34 MWANGIST
Refund case number: 0000887727
Payment Method: Ad Hoc Load - Ealing Broadway
Value: £2.95
______
Notes
27.04.2012 09:50:29 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
The Central Line was suspended this morning between Ealing Broadway and White City. This meant that in order to get to work on time
I had to get the train into Paddington at a cost of £3.10 and then a bus at a cost of £1.40. My usual journey from Ealing Broadway to Notting Hill Gate costs just £1.50.
Because this extra cost was through no fault of my own I expect to be refunded for the train and bus I had to take.
I understand that I could have got a bus but it would have taken me about 2 hours to get to work.
Please refund my oyster with the money taken for the train and bus number 27.
Ref: 1010565019
Date 17.05.2012
Dear
Thank you for your email to the Oyster Card Helpdesk. I'm sorry for the delay in replying to you.
I have arranged a refund of £2.95 to be credited to your Oyster card. The refund has been sent to the ticket gates at Ealing Broadway station. As you travel through the station and place your Oyster card on the reader to enter/exit the nominated station, the credit is uploaded on to your Oyster card.
We anticipate that the refund will be available for collection from the 18 May 2012 and will remain at the ticket gates for a period of eight days. Should you be unable to collect your refund from the ticket gates of Ealing Broadway station within this time, please contact me again and I will reissue your refund.
Please contact us if you need any further help.
Kind regards
Stephen Mwangi Oyster Customer Services
2684383
Notes
06.05.2012 10:52:35 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I want to complain about the noise level of the engineering works at Ealing Broadway. We live very close where the works are and the noise level is rediculous. I haven't got a problem with the noise level during the day. But seriously, having that level of noise throughout the night is totally unacceptable. I have had no sleep what so ever, and what is worse, it probably will happen again tonight. I am sure I am not the only one that is affected by this and where is the respect for other people? I can understand that works needs to be done, but you can't do it all night long with that level of sound,we are talking about the excess of at least 90 to 100db.
I would like a response regarding this, or at least to assure that this is not going to happen again tonight. You can contact me on
Many thanks
Ref: 1010604135
Date 11.07.2012
Dear
Thank you for your email about noisy engineering work by Ealing Broadway. And I must firstly apologise for the delay in relying.
I was very sorry to hear how the works have been affecting you. And I can understand your concerns.
In view of the amount of time that has lapsed though, I’m wondering if this problem has resolved itself. If this is not the case then please contact our Community Relations Team directly on 0845 257 7878. This is a 24-hour public helpline number that can be used for noise complaints, as they are happening.
I do hope that the situation is better now and that you'll contact us again if you need any help in the future.
Regards
Reg Ayres Customer Services Advisor Transport for London Customer Services
2693529
Notes
10.05.2012 13:15:11 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Last night I entered Ealing Broadway station at 17:55 to go one stop to Ealing Common. There were no District line trains in the station, but an announcement reassured me that a good service was running. At 18:00 a train arrived but left at 18:05 out of service; the driver already appeared to know when he arrived that the train was to be taken out of service, so it was not a fault that develope after arrival. Announcements continued to proclaim a good service. A further train arrived at 18:05 but did not leave until 18:15, 20 minutes after I arrived in the station. Journey Planner tells me that (a) the out of service train was scheduled to leave in service at 18:03 and (b) if I had been told of the cancellation when I arrived I could have walked or caught a bus in less time than I waited. Please could more care be taken to warn of any problems rather than make misleading "good service" announcements?
Ref: 1010620521
Date 18.05.2012
Dear
Thank you for getting in touch to let us know what happened at Ealing Broadway station on May 9.
I'm sorry that you had such a bad experience with trains and announcements. Having experienced similar situations myself I can understand how annoying it can be.
We have been working hard and investing heavily over the past few years to improve the level of communications across our service. I know sometimes it may not seem like it, but we are making progress. Although we accept we still have a long way to go.
To that end I would like to thank you for taking the time to write in and draw our attention to this, your feedback is an important part of how we look at ways of improving our service.
We have made note of your comments regarding announcements and I can only apologise again for the inconvenience it caused you.
I hope you have better journeys with us in the future.
Please contact us if you need any further help.
Kind regards,
Tim Coombes TfL Customer Services
2728206
Notes
24.05.2012 10:36:26 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
I would like compensation for my delayed journey this morning please. How soon will I be informed and will you email me soon(what
is soon?)that you are looking into it and dealing with it please.
Our ref: 1010684265
Date: 29.05.2012
Dear
Thank you for your email about your recent journey on the District line.
I am sorry that you experienced delays on the District line. We make every effort to run a consistently reliable service so that you can complete your journey quickly and I fully understand your frustration when you are delayed. On the morning of 24 May, the District line was disrupted due to signal failures at Embankment, East Ham and Mansion House. The technical staff did all they could to resolve this as quickly as possible. However, in the afternoon, the line was further affected by a track problem at Barking. These compounding failures unfortunately caused severe congestion across the line and as a result, we arranged for trains to operate safely over the rail, but at reduced speeds. Some trains were unfortunately cancelled as a result to restore the service.
Our tickets were accepted on local buses, c2c, South West trains and First Great Western services via any reasonable routes to enable customers to complete their journeys. We also ensured that the Piccadilly line made additional stops between Turnham Green and Hammersmith and operated a shuttle train service between Acton Town and Ealing Broadway to assist with the recovery of the service.
Please be assured that we don't find the service acceptable. We are also reviewing these incidents to ensure that we improve our handling and management of such incidents and we will be also using your comments and feedback in order to make any necessary improvements. You are entitled to claim for a refund of your single fare for your Tube journey that is delayed by 15 minutes or more, for a reason within our control, under our Customer Charter. To claim for this refund, you must complete a Customer Charter form within 14 days of the delay. You can find this form online (www.tfl.gov.uk/tuberefund) or in the leaflet racks in most Tube stations.
Thank you for taking the time to contact us and please accept my apologies again for the inconvenience this caused you.
Please contact me again if you need any help in the future.
Yours sincerely,
Clive Nwonka Customer Service Advisor Customer Service Centre
2730034
Notes
06.06.2012 12:04:12 COOMBETI01
AB: 032180
______
Notes
24.05.2012 17:20:22 WEBLOGIN
PREFERRED MEANS OF CONTACT: PHONE
I travelled from West Drayton to New Malden. From West Drayton, I got the National Rail, then I intended to travel on the District
Line from Ealing Broadway, change at Earls' Court and then get the District Line to Wimbledon, and then get the train to New
Malden, thus avoiding Zone 2.
However, because the district line was suspended between Earls' Court and Wimbledon, I had to travel via Zone 1, getting the tube
from Paddington to Oxford Circus, and then change at Vauxhall, so that I could get my national rail train (which in turn was
delayed!). However, I was charged for travel via Zone 1 (£4.60) even though my journey was planned to be for £2.30! This in turn
meant that I had not enough money to get on the bus at New Malden, and was issued with an Unpaid Fare Notice. However, if I had
been charged the right amount, I would have been able to use the bus at the Oyster value. This was highly embarassing and
frustrating
Please could you call me back with urgency to discuss.
Thanks
Our ref: 1010688063 / 2730034 Date: 3-May-13
Dear ,
As discussed please find enclosed your voucher for £2.30.
You can exchange this for cash at any Underground station in the next two months. Please take some official ID with you, like a passport or driving licence, so we can be sure we’re giving the refund to the right person.
Please contact me again if you need any help in the future.
Yours sincerely,
Tim Coombes
Customer Service Advisor Customer Service Centre
2733323
Notes
25.05.2012 17:54:35 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
My journey to work was delayed due to queuing up of trains as a result of a signal failure at Embankment.
Ref: 1010694446
Date 01.06.2012
Dear
Thank you for your feedback form regarding your journey on the morning of Thursday 24 May.
I'm sorry for the delay you incurred and inconvenience caused, which as you stated, was due to a signal failure at Embankment. Under our Customer Charter you can claim a refund for the Oyster fare of your journey at the following link. http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/
If you have any further queries please get back in touch.
Kind regards
James Clouting Customer Service Advisor Customer Service Centre
2742983
Notes
11.09.2012 09:53:30 AYRESRE
Spoke to SS and Upgrade Team
______
Notes
04.09.2012 07:38:34 NOBLECA
Asked Timi Johnson on 22 August for help answering this case - have emailed since but will ask today and if not willl contact Reg Ayres for help on how to get detailed answers for the customer
______
Notes
03.08.2012 15:50:32 DANIELRE
EMAIL RECIEVED:
CONTENT:reply from tom
SENT TO: LURR
______Notes
03.08.2012 09:46:58 NOBLECA
contacted the station supervisor at Ealing Broadway who confirmed that when there are cancellations PA announcements are made to inform customers. Told customer this and apologised for any inconvenience.
______
Notes
27.06.2012 10:21:28 HAREWOGR01
email Re: District line train, 29 May lu investigations
______
Notes
25.06.2012 10:53:36 MCKENZMA
07.43 train (52) de-trained and cancelled because found to be defective
______
Notes
19.06.2012 14:35:00 CLOUTIJA
assigned to LU investigations
______
Notes
29.05.2012 18:13:24 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Dear Sir/Madam,
I am writing to complain about the random cancellation of the 07.43 District Line service to Upminster this morning. I arrived at the station in plenty of time to catch this particular service, as I do every morning to go to school. I checked the indicator, which showed platform 7, and when walked along the platform to board the service, saw that it was not in service. I was forced to take the later train, and after waiting for 20 minutes for a train to depart, I finally left Ealing Broadway. At Ealing Common and
Acton Town, the platforms were full of people waiting for the District Line, and even though the train was crowded with people from
Ealing Broadway, it was completely full by the time we had reached Acton Town. I proceeded to join a faster Piccadilly Line train at Acton Town, and as the train passed Chiswick Park, I could see that the platform was very overcrowded, all waiting for a train that they would have to struggle very hard to actually get on to.
I do not understand why London Underground and TFL think it is acceptable to cancel an already busy train which is always overcrowded after passengers join Turnham Green, and only runs every 9-12 minutes. Worse still, a train departed at the usual time completely empty, making me wonder what was wrong and even if the train was heading to the depot at Ealing Common, wondering why it could not have taken passengers there to change for the Picadilly Line.
I would appreciate it if you would tell me why this train was cancelled this morning, whether TFL thinks that it is acceptable for
passengers to be forced to wait for later trains because of random cancellations, and whether something will be done to try to
ensure that a similar situation does not reoccur.
Yours faithfully,
Our ref: 1010710595
Date: 25.06.2012
Dear
Thank you for contacting us about your experience at Ealing Broadway station on 29 May. Firstly I must apologise for the delay in responding to you.
I'm very sorry that you were caused so much inconvenience because the 07.43 District line train was taken out of service that morning. As you say, just to have one train missing during the morning peak leads to crowding and further difficulties.
However this wasn't a "random cancellation" - I can assure you that we only cancel a train when unavoidable. The train was found to be defective and had to be taken out of service for repair. This was probably the train you saw returning to the depot at Ealing Common. It was returned to service later that morning.
Do get back in touch if I can be of any further help.
Yours sincerely
Maria McKenzie Customer Services Advisor Transport for London Customer Services
Dear Ms. McKenzie,
Thank you for responding.
Is there any policy for letting customers know about these cancellations when they occur? I understand it may not make a large difference on high frequency sections of lines (ie every 2-5 mins) but in this case I had to wait about 15-20 minutes for the next one. If I had realised that it would have been so long, I would have taken an alternative route which only takes about 5 minutes longer, and has less waiting due to a higher frequency service.
Ref: 1010710595
Date 03.08.2012
Dear
Thank you for your reply. Please accept my apologies for the delay in responding to you.
I have spoken to the station supervisor at Ealing Broadway who has confirmed that when there are cancellations at this station, public address announcements are made to inform our customers. Despite this I am very sorry if you missed this, or were unaware it was being made; I can completely appreciate the frustration that must have been caused.
Please feel free to contact me again if you need any help in the future.
Kind regards
Carrice Noble Customer Service Advisor Transport for London Customer Services
Dear ,
I understand that public address announcements are supposedly made, however there were none made since I was 5 minutes early for the train I planned to catch and no announcements were made for the duration of me waiting for the train to leave. The train was full of confused and frustrated commuters, like myself, wondering why the train was taking so much longer than usual to leave, and when it actually would. There have been announcements made on very rare occasions at the station informing passengers how long the they have to get to the train and which train is first, however on most days (at least 4 out of 5 a week) there are no such announcements.
I would like to ask whether the signalling improvements will allow for modern NTI displays to be installed giving reliable departure information similar to that which is given on both the Central Line and National Rail platforms.
On an unrelated note at the same station, the right hand (after walking down the stairs) indicator on the central line platform (5) seems to be faulty the last few times I have used the line. The bottom half of the dot matrix display seems to blank out for periods of time covering the very important 'first train' arrow. I would also like to ask when it is planned to upgrade the displays to the newer ones which have been installed across the Tube, including at White City, East Acton, and at many of the stations along the West Ruislip branch and in central London.
Yours sincerely,
Ref: 1010710595
Date 11.09.2012
Dear
Thank you for your follow-up comments of 3 August sent to my colleague, Carrice Noble. And I must firstly apologise for not replying sooner.
I am sorry that you are not hearing any announcements at Ealing Broadway, as they should be making these when there are disruptions of any kind. I therefore spoke to our supervisor today and he said that they make ‘good’ service announcements every 10 minutes throughout the day. And when there are problems the announcements are made more frequently. He did say that if you continue to have queries concerning this station that he would be pleased to discuss these with you. Our supervisor is based on platform 8.
As regards installing new dot matrix indicator boards (DMIs) on our District line platforms I regret to inform you there are no plans for this to happen within the short to medium term. We will though be reviewing the situation as the signalling upgrade progresses but things will only be clearer in this respect in about five years’ time.
As you will no doubt be aware funding is a huge issue for us and it’s likely to remain this way for some years to come. Therefore, it’s highly unlikely the Central line DMI on platform 5 will be replaced with a newer version in the foreseeable future. I can though say that is currently working normally.
I trust this clarifies matters for you and if we can be of further assistance please do let us know.
Kind regards
Reg Ayres Customer Services Advisor Transport for London Customer Services
2760931
Notes
06.06.2012 23:00:47 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL i ask him for help,because was problems on central line,he said he don't want to help me.i ask his name and touch him,he start shouting on me and not show his name.i ask one more time,he start walking from me.i pay good money for tube,i think you can find better staf,more cultured.thank you,and sorry for my English
Ref: 1010742091
Date 12.06.2012
Dear
Thank you for contacting Transport for London regarding your problematic journey on 6 June 2012 at Ealing Broadway. I’m sorry to hear that you are unhappy with the way you feel you were treated by a member of our staff. We expect all staff to do their jobs politely and professionally. Procedures are in place for those who fail to do so. I have brought this matter to the attention of the local Group Station Manager who will interview the member of staff involved and take appropriate action. Although I’m unable to give detailed feedback regarding the outcome of your specific complaint, I assure you that we take such complaints very seriously and will do our utmost to prevent a recurrence of this unfortunate incident. Our staff members on 6 June 2012 were under tremendous pressure on the Central Line due to the water main being burst in Mile End at 13:34 which had caused an excessive amount of water to fall on to the tracks, causing track circuit failures. As such, the impact on the entire Central Line was nothing short of a complete breakdown. Although I can appreciate you cannot understand how the water could cause a problem, unfortunately, it was the impact of the water on electric charged lines, on which trains run that caused the subsequent service failure. Also, the depth of water that had fallen on to the tracks was so severe, that it would require Thames Water to pump the water out. Thank you for taking the time and trouble to bring this matter to my attention. We like to provide the best service when you visit one of our stations. I’m sorry if we let you down on this occasion. I would like to thank you for taking the time to contact me. I hope that the information I have provided has been helpful and that you see a noticeable improvement in the service we provide. Should you have any further queries please feel free to contact me again.
Kind regards
Isher Khella Customer Services
2793481
Notes
11.07.2012 14:54:12 PARRYJA
apologised for delay and checked OC fares
______
Notes
18.06.2012 23:00:05 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL I entered Ealing broadway and there was severe delays on Central Line due to signal failure at Liverpool street. I waited and i was
told train would be terminating at West Acton.
I took a mainline train to paddington, from paddington I took a bakerloo line to Edgeware road.
I had to pay twice on my oyster. Trains and platforms were overloaded and not a member of staff in sight to control the flow.
I left four years ago to work in north America. I come back and the Underground cannot seem to work out a plan to deal with signal failures. This is a disgrace. What do the London Underground executives do exactly? I have run three businesses and developed them.
Underground managers receive a pot of gold and what real developments have been to done in this scenario? None. One would have thought in all these years of signal failures London Underground would have got a plan together or at least got their act together.
Ref: 1010799517
Date 11.07.2012
Dear
Thank you for your email about our train service. I'm sorry for the delay in replying to you.
Please accept my apologies for the delays to our service on 18 June. Signal systems are an essential part of running a safe railway and when they do fail the disruption is often severe. We are working to improve reliability and have been very successful on the lines we have focused on, especially the Jubilee line.
In the run up to the games we have increased the intensity of our maintenance work and also prepared special mobile engineer teams to resole any problems as they come up.
I regret to say that I am unable to arrange personal meetings with our executive directors.
I've checked your fares for 18 June and they are correct, with your disrupted journey being listed and charged as a single trip.
Please contact us if you need any further help.
Kind regards
James Parker Customer Services Advisor Transport for London Customer Services
2794740
Notes
19.06.2012 11:32:17 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL
Unfortunately, I was 40 minutes late for work.
The overcrowding was a joke on the mainline. There was no station staff to control the flow from one platform(tube) to another(Mainline). The central line train was terminating at west Acton. Who's bright idea was that?
In all these years this is the best? The Olympics is around the corner and this was a shambles.
I would like to make a formal request to meet with senior tube executives. I will be taking this up with the Transport minister.
Ref: 1010801860
Date 25.06.2012
Dear ,
Thank you for getting in touch with us to let us know what happened on your Central line journey on June 18.
I'm sorry to hear that you were delayed while using this service. I can understand your frustration, especially if it meant you were late for work.
I can confirm that on this occasion the delay on the line was caused by a signal system failure. Engineers were dispatched to investigate and every effort was made to get a good service running as quickly as possible, but unfortunately it did impact with delays in service.
Under our customer charter you’re entitled to a refund of the single fare for the journey you were making when the delay of over 15 minutes happened.
You can do this by customer charter form. You can find this online (https://www.tfl.gov.uk/tube/contacts/refunds.asp) And in the leaflet racks in most Tube stations.
Please be advised you have to send in a customer charter form within 14 days of your journey to get your refund.
Please accept my apologies once again for the delays and inconvenience that you experienced on this journey.
Kind regards,
Tim Coombes TfL Customer Services
2816775
Notes 27.06.2012 09:16:00 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL My daily commute comprises a District Line tube journey from Ealing Broadway to Embankment (a.m.), the reverse in the evening.
Most mornings, when I get on the tube at Ealing Broadway, the carriage is a mess with free papers scattered all over the seats / floors etc., but this morning was the proverbial straw that broke the camels back. The carriage I got on was a complete tip and to be honest, I'm sick of it.
I, like millions of other Londoners, pay a lot of money to travel the tube and it's not unreasonable to want to travel in a clean carriage. It's bad enough that we're packed in like livestock of a morning, but it's understandable. However, dirty carriages are inexcusable.
What are London Underground going to do about this ? I've seen a poster campaign, but this is not enough. Why not ban the bloody free papers in the first place !?! They're a nuisance and by your own admission (through your advertising campaigns) cause delays and could possibly do worse!! It's not beyond the realms of possibility that one of your customers could slip on a discarded free paper and fall onto the tracks is it ?
London Underground really need to address this. It's not getting out of hand - it IS out of hand.
Ref: 1010844708
Date 04.07.2012
Dear
Thank you for getting in touch with us to let us know what happened on your District line journey on June 27.
I'm sorry to hear that you are unhappy with the amount of free papers scattered around the trains on this line. I can fully understand your annoyance regarding this.
We are making efforts to improve our cleanliness, including:
• deep-cleaning all stations • increasing the number of litter-pickers • working to get rid of graffiti • putting ‘hit squads’ in place to counter antisocial behaviour • refurbishing and replacing older trains.
From ongoing surveys we’ve found that customers are noticing a steady improvement in the cleanliness of our trains and stations. Having said that, we do recognise that we still have some way to go.
I fully take your point regarding the free papers. Customer feedback is important to us, so to that end I will make sure that your comments are forwarded to the relevant department so that they can be given their due consideration.
Thank you again for taking the time to write to us regarding this I do hope that on future Tube journeys you’ll notice improvements in this area.
Kind regards,
Tim Coombes TfL: Customer Services
2826372
Notes 30.06.2012 10:03:12 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Hello.
Given there is no electronic departure indicator at Ealing Broadway District Line showing time of departure, it is essential to provide a timetable, otherwise passengers cannot decide which train to select between the District or other lines. This could be achieved at minimal cost, and used to be provided. It is unacceptable not to provide this information and - having made it before - I intend to take this ocmplaint higher if it is not actioned. I am told by station staff that the omission is deliberate to frustrate complaints about late departures.
The electronic version from tfl does not give the time to departure, simply "at platform" but does gives the stations at which incoming trains are passing - which is of much less use.
(No response)
2875138
Notes 19.07.2012 12:25:27 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Dear Sir,
My normal travel journey is from home, Ealing Broadway Tube Station to Nottinghill Gate Station,work. I also make the same journey home from Nottinghill Gate Station to Ealing Broadway Station for my journey home. On 19 June 2012 I touched my Oyster Card in for my journey but on my way out I also touched my Oyster Card in Ealing Broadway Station. For some reason I have been charged the full fare of £6.90 for this journey. Can you please look into this and authorise a refund if you this is correct. Thank you. Regards, . Mobile and email
Date 25.07.2012
Dear
Thank you for getting in touch with us to let us know what happened to you on June 19.
I’m sorry to hear that you feel that you were overcharged travelling with us on this occasion. I can fully understand your annoyance regarding this.
I have checked your records for your journey on this day and I can confirm that you Oyster card were not registered as having touched out on this occasion which is why you have been charged with an incomplete journey.
I’m sorry that you incurred this extra cost on this occasion, but in future please do make sure to ensure that you touch in and out clearly and hear the beep from the machine in order to avoid incurring this extra charge.
Kind regards,
Tim Coombes TfL Customer Services
2890957
Notes 26.07.2012 17:08:59 MARTINKI01
Also complained of morning evening on 2890973 ______Notes 25.07.2012 19:01:00 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Iarrived at ealing brdway st at 8.15 only to find out tubes were suspended from whitecity-liverpool st due to a faitality at lancaster gate. it took me from that point 2and ahalf hours to reach my destination - chancery lane. I was also not happy at the lack of assistance in advice to travel in to the city.
Ref: 1010991423 / 2890957
Date 26.07.2012
Dear
Thank you for contacting us about the delays you experienced on the Central line on the morning of 23 July. I have looked at the Daily Service Review for this day and I can confirm that the delay on this occasion was caused by a person under a train and that the traction current was discharged between 08.01 and 09.35 when the service resumed. I appreciate that this resulted in a great deal of inconvenience for you. We offer a refund of the cost of your single fare on London Underground on any occasion when you are delayed by more than fifteen minutes for reasons within our control, such as a signal failure or a defective train. However, we are not liable for the delay on this occasion as it was caused by factors not within our control. I am sorry that you were delayed on this occasion. Please contact me again if you need any help in the future.
Kirk Martin Customer Service Advisor TfL Group Customer Services
2895955
Notes 27.07.2012 15:07:16 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL my name is 26 july 2012 i gone from ealing broadway to victoria.i was later for my coach because district line had problem there was a signal failure at Bow Road causing a part-suspension of the H&C). The RMT is blaming cutbacks.and i was later for my coach to poland.i have problem because my ticket and my family no valid .i paid 200 pound for 3 ticket now for benning late i loosed my tickets and 200 pounds(they didnt give me money and tickets).I want a confirm from District Line that they had problems on that they.please help me
Ref: 1011002404
Date 31.07.2012
Dear ,
Thank you for getting in touch with us to inform us about what happened to you travelling with us on your District line journey on July 26.
I’m sorry to hear that you experienced delays travelling on this line. I can fully understand your annoyance regarding this, especially if it subsequently caused you to miss your coach.
I can confirm on this occasion on the date and time given that there was a signal failure on this line. Engineers were immediately dispatched to investigate and every effort was made to resolve this issue as soon as possible, but unfortunately it did cause significant delays.
Please accept my apologies for the delay and inconvenience that you experienced as a result of this. I hope that you enjoy better journeys travelling with us in the future.
Kind regards,
Tim Coombes TfL Customer Services
2901301
Notes 09.08.2012 13:39:00 MCKENZMA
As this incident occurred at Ealing Broadway ticket office, I've advised the customer to contact First Great Western.
OC number ______Notes 30.07.2012 21:13:17 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL To whom it may concern,
First and foremost I want to stress that I am not the type of person who often complains. I am an easy going young man and in fact this is the first time I have ever felt the need to write a letter of complaint. However, I have been left irate by wholly unacceptable service. Today I have experienced the worst service I have ever experienced in any service sector. Now, I know there is immense strain on the entire TFL network due to the Olympics but regardless what I went through today was unacceptable.
Returning home to Ealing Broadway during rush hour after a long day at work. Obviously, there were exceptional crowds at this time. Despite this there were minimal cashiers available. I needed to renew my Oyster card for the month so I waited for 20 minutes in order to get served. I explained I wanted to top up my card for the month. I always, top up monthly and always from Ealing Broadway. Despite this my details were not the system. My details were then found and I paid for the month. Then, a technical fault would not process the transaction. Something about a discount not being processed. This went on for nearly 30 minutes in which time I told the cashier I was not worried about receiving the discount I just wanted to top up my card and leave. I had been at the station for nearly an hour. The cashier then proceeded to tell me that the discount was not optional and failed to explain clearly why the transaction would not be processed. He eventually conceded defeat and told me that my only option was a refund until the technical issue has been resolved. The person who was serving me seemed like a nice another person but he was obviously out of his depth and did not know what was going on. This unacceptable fiasco has meant that I couldn’t top up my card monthly. I had to top up pay as go in cash. Further, the fact that I was charged firstly means that the £125 has left my account and will take time to clear. Despite the Olympics we are still in a recession and people are living hand to mouth. I do not have the money for over a hundred pounds to leave my account on nothing. Therefore, I am the one who is to suffer because of your ‘technical issues’. All in all I was at the station for over an hour and left over a hundred pounds down without a ticket.
Mr
Our ref: 1011013545
Date: 09.08.2012
Dear
Thank you for contacting us about your experience when trying to renew your monthly Travelcard on 30 July.
I'm sorry to learn about your difficulties and can appreciate how frustrating the whole incident was. However, although both the District and Central lines go to Ealing Broadway, the station (including the ticket office) belongs to First Great Western, which is an independent Train Operating Company and not part of TfL.
First Great Western are responsible for any faulty equipment in their ticket office and you will also need to contact them urgently if the payment you made on 30 July hasn't been refunded to your account. Their telephone number is 0845 7000 125 and their email address is [email protected].
By the way I don't know what kind of "discount" was at issue as your Oyster card ( ) appears to be an ordinary adult rate one without any concessions.
Do get back in touch if I can be of any further help.
Yours sincerely
Maria McKenzie Customer Services Advisor Transport for London Customer Services 2904721
Notes 06.08.2012 10:00:56 DANIELRE
EMAIL RECIEVED:
CONTENT:reply from Ben
SENT TO: LURR
______Notes 01.08.2012 09:48:12 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Hi,
I went to get the District line today and it was suspended, as I had already paid to get into the station before the delay was brought to my attention I continued on my way to white city where I got a bus. I needed to get into work for 9am, I got here at about 9.45am. I missed and had to rebook my courier I was waiting for which was extra expense.
Could you please send me all the details of these refund possibilities as I do not have a record of them. I thought this was being dealt with not palmed back to make it my responsibility
Your customer service is appalling as a company and you make it very difficult to get a refund.
Thank you personally for your help
-----Original Message-----
From: [email protected] Sent: 3 Aug 2012 14:33:10 GMT To: Subject: District line suspension - 01 August
Ref: 1011021925
Date 03.08.2012
Dear
Thank you for getting in touch with us with regards to your District line journey on 01 August. I am sorry to hear that you had to seek an alternative route to continue with your journey, and I can understand your annoyance with this situation especially as this resulted in you arriving late to work. The line suspension was due to a signalling fault, here is no single cause for signal failures and they are not caused by the actual signals, but by components within the signalling circuitry. Some of the most common faults are track wiring, defective or broken relays and blown fuses. Unfortunately these are parts that can fail at any time, no matter how much maintenance or checking we do. We provide live updates on our website http://www.tfl.gov.uk/livetravelnews to advice when there are delays, closures or disruptions on all of our lines, in order to assist our customers in planning their journeys. Under our Customer Charter, you can claim back the cost of your journey if you are delayed by more than fifteen minutes for reasons within our control, which includes signal failures. Claims must be made within 14 days of the delay and can be completed online ((https://www.tfl.gov.uk/tube/contacts/refunds.asp) or by picking up a form at any of our stations. In addition, we are always happy to confirm details of any delays in writing for your employer if necessary. I am unable however, to provide you with any third party expenses, such as couriers as this falls outside of our Charter policy. Please accept my apologies once again for the delays that you experienced on this journey, I hope you enjoy better journeys travelling with us in the future. Kind regards,
Kind regards, Funmi Afolabi TfL Customer Services
Ref: 1011021925
Date 08.08.2012
Dear
Thank you for your email, I am sorry to hear that you are experiencing difficulties with claiming your refunds.
The Customer Charter department is separate from the Customer services department, and its policy is that all eligible refund requests must be made by either completing a Customer Charter form online (www.tfl.gov.uk/tuberefund) or by picking one from a London Underground station. Eligibility criteria are as follows:
- the delay you experienced has to be for a reason within our control and - your Charter claim must be received by us within 14 days of the date you experienced a delay.
2908244
Notes 02.08.2012 14:47:07 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL On this day district line was suspended due to the signal failure at Turnham Green. I have to catch E2 and E3 bus which took all most an hour to get to chiswick. I had a very important meeting with my client at Chiswick which i missed out and suffered financial loss. Could you please get back to me regarding this matter, Is there any compensation that i can get?
Ref: 1011032269
Date 06.08.2012
Dear
Thank you for contacting us regarding your journey experience whilst using District line on 01 August.
I am very sorry for the delay you experienced. We temporarily had to suspend services between Earls Court and Richmond/ Ealing Broadway whilst our engineers worked to fix a track fault at Turnham Green. We did all we could to complete this fix as safely and as quickly as possible, but I appreciate the impact this had on your journey whilst we were doing so. 290
In view of this disruption, we took steps to inform customers as quickly as possible about the suspension and about the alternative routes available. We also arranged for the Piccadilly line to stop additionally at Turnham Green and Ravenscourt Park stations so that customers could travel to Earl’s Court and we ensured that our tickets were accepted for travel on local buses, South West trains and First Great Western services via any reasonable routes.
Please note, under our customer Charter you are entitled to a refund of single fare for journey you were making when a delays over 15 minutes happens within our control. This can be done through Customer Charter form provided online and in leaflets racks in most Tube stations. Please follow the link below.
http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/. Please be advised you have to send in a customer charter form within 14days of your delayed journey to get your refund. Please accept my apologies once again for inconvenience caused. I hope you will continue enjoying better journeys with us in future.
Kind regards,
Sarah Birungi Oyster Customer Services
2916863
Notes 07.08.2012 13:58:38 WEBLOGIN
PREFERRED MEANS OF CONTACT: PHONE Very rude and unhelpful
(No response)
2920114
Notes 08.08.2012 22:39:20 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Staff member was very rude towards myself and parnter. I entered the tube at liverpool street swiping my oyster card to enter, when I arrived at ealing broadway 'seek assistance' displayed. In approaching the member of staff he snatched my oyster card off me demanding I paid a fine. My question was to him was how could I get through liverpool street without swipping in. He was unwilling to listen to me demanding I paid a fine and claiming I had entered though the barries with someone else. I found the whole process very disrespectful towards myself with his comments claiming I had 'stolen travel', I also felt threatned when I tried to explain I had a bus to take so could I purchase a day ticket, again he was unwilling and demanding I paid the oneway ticket fare. I would just like to ensure that no one else is treated and left to feel they way I was made to feel. I have always respected tfl staff and found them very helpful and throughly enjoyed the documentary 'the tube' earlier this year, but I just feel that there should have been a better approach to this situation.
Ref: 1011062326
Date 13.08.2012
Dear ,
Thank you for getting in touch to let us know about what happened upon arrival at Ealing Broadway station in respect of using your Oyster card on 08 August.
I am sorry to hear that you and your partner were not happy about the way you feel you were treated by a member of our staff member as you were seeking assistance about your oyster card query.
In this instance I understand your annoyance regarding this especially the manner in which the staff member behaved towards you. I can assure you in no way do we find this acceptable or tolerate this kind of behaviour. We have worked hard and invested so much into delivering good services to our customers over the years. We expect all staff to do their jobs politely and professionally. Procedures are in place for those who fail to do so.
I have brought the matter to attention of the local Group Manager responsible for Ealing Broadway station that will investigate this matter about member of staff involved and take appropriate action. Although I man unable to give you feedback regarding the outcome of your specific complaint due to Data Protection regulations, I assure you that we take such complaints very seriously and will do our utmost to prevent a recurrence of this unfortunate incident.
Thank you for bringing this matter to my attention. Please accept my apologies once again for inconvenience caused. I hope you will continue enjoying better journeys with us in future.
Kind regards,
Sarah Birungi TfL Customer Services
2938086
Notes 22.08.2012 16:32:10 PROSSEGL
Email- cust says confirmed the refund already. Wants us to inform how the refund happens. Is there anything which I should aware of, when touching? ______Notes 21.08.2012 11:39:58 CLOUTIJA automatic refund of £6.40 on 19th August ______Notes 18.08.2012 07:00:22 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL It is overcharged for 6.4 pound.
Oyster history shows like below
-----
???? - 12:33 [No touch-in] to West £4.60 £15.50
11:56 - ???? West Acton to [No touch-out] £4.60 £20.10
Detail>>
12:24 Touch in, Ealing Broadway £3.20 £20.10
12:08 Touch out, Ealing Broadway +£3.20 £23.30
11:56 Touch in, West Acton £4.60 £20.10
------
Although touched at Ealing Broadway when going to West Acton at 12:24, it is linked with previous transaction and calcuration seems to be erroneous.
Please correct it.
Ref: 1011103262
Date 21.08.2012
Dear
Thank you for your email to the Oyster Card Helpdesk.
Your £6.40 refund was automatically credited to your Oyster card when you touched in at West Acton on 19th August. This took your balance from £11.90 to £18.30.
If you have any further queries please get back in touch.
Kind regards
James Clouting Oyster Customer Services
Thank you, James, for your confirmation. I have also confirmed the refund already. Please let me know, in what occasion it happens. Is there anything which I should aware of, when touching? regards
Ref: 1011103262
Date 24.08.2012
Dear
An automatic refund procedure is in place to recognise when registered Oyster card holders have been overcharged for regular journeys. In your case this is West Acton to Ealing Broadway. You should receive an email to inform you that a refund is due, which is then sent to the ticket gates at your usual starting station and credited to your Oyster card when you next touch in.
Considering the number of journeys made on Oyster every day, touches in or out can occasionally not register and an overcharge can occur. When touching in/out a green light should flash on the Oyster reader and your pay as you go balance will appear on the ticket gate screen. Please see the following link for further information and advice. http://www.tfl.gov.uk/tickets/14870.aspx
Kind regards
James Clouting Oyster Customer Services
2942557
Notes 21.08.2012 10:46:58 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Hi, I have been sent a parking charge notice when dropping off at Ealing Broadway station. I parked in a marked bay, behind yellow lines in the station forecourt, for less than 5 minutes and do not understand why have I been charged? Can you offer any advice please?
Our ref: 1011112016 / 2942557
Date: 22.08.2012
Dear
Thank you for writing to me about the parking charge notice you received when you dropped someone off at Ealing Broadway station.
I am sorry that you have had to write about this. I would advise you to contact Park Direct, who are responsible for parking issues there, and whose contact details you should find on the parking charge notice.
Once again, I am sorry that you should have to write about such a matter, and thank you for doing so.
Yours sincerely,
James Monck Customer Service Advisor Customer Service Centre
2965869
Notes 03.09.2012 09:14:23 NELSONPH
£1.40 adhoc via Ealing broadway re entry/exit
0000975591 ______Notes 03.09.2012 05:38:16 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL On 2nd sep in Ealing Broadway I was going to Leyton from center line but there was no tube service at that time but when I touch Oyster machin It deduct £1.40. It is not fair there was no service I didn't use tube from that station but deduct my money. After that I went to another station to catch tube. I use one time but I pay twice.
Thank you for reply.
On 3 Sep 2012, at 09:12,
> Ref: 1011161506 > > Date 03.09.2012 > > Dear > > Thank you for your email about your recent Oyster pay as you go journey. I’m sorry for the delay in replying to you. > > I have looked through your Oyster card records and can see that you have been charged £1.40 for an incomplete journey after failing to touch in correctly. > > I have arranged for £1.40 to be added to your pay as you go balance when you touch in at Ealing Broadway station. The refund will be available at Ealing Broadway from Tuesday 4 September for eight days. You won’t need to do anything special, just touch in and make a journey as normal. Your balance will be updated as soon as you touch in. > > Please contact me again if you need any help in the future. > > Kind regards > > Philip Nelson > Oyster Customer Services
3049935
Notes 17.10.2012 12:11:04 MCKENZMA
Letter response sent to customer ______Notes 17.10.2012 11:29:29 MCKENZMA
I've found OC registered to customer. He touched in at Ealing Broadway at 09.34 on 10 October.
I've also found ST 2710262 - Customer was told he should contact FGW about lack of DMIs!! ______Notes 17.10.2012 11:19:15 MCKENZMA
Timetable shows train that left at 09.45 was 2 minutes late. ______Notes 17.10.2012 11:17:25 MCKENZMA
Trackernet shows District line trains left Ealing Broadway at 09.28 and 09.32 (next one at 09.45) ______Notes 10.10.2012 09:53:00 HAYESAL
The customer complains again about a 'massive delay' (of 20 minutes from 09:25 - 09:45 today) at Ealing broadway station where he wished to take the district line to Earl's Court and change there to travel to his final destination of Knightsbridge.
He has received previous responses whre LU blame Ealing Broadway station and the latter blames LU.
This is affecting him as he has to be at work and loses salary if late.
He says that the next time this happens he will request full compensation.
He also says that at Ealilng Broadway station there are no electronic signs shoing when the train is due.
Please would you respond to him within ten working days thank you.
(I did inform him that he can request a Customer Charter refund for delays of 15 minues plus by picking up a form from a LU station).
Our ref: 1011326515 / 3049935
Date: 3-May-13
Dear
Thank you for your telephone call about your experience at Ealing Broadway station on 10 October.
I apologise for any delays you’ve experienced on the District line but I’m unable to identify any serious problems between 09.25 and 09.45 on 10 October which is the time period specified by the agent who took your phone call. I’ve checked the computerised record of train movements and three trains left Ealing Broadway during that time at 09.28, 09.32 and 09.45. The third one should have left at 09.43 so was slightly late. I’m sorry if that caused you any inconvenience.
I understand your frustration about the lack of dot matrix indicators (DMIs) on the District line platforms at Ealing Broadway. I believe you received a letter from this office earlier this year saying mistakenly that First Great Western (FGW) would be responsible for providing DMIs. Although FGW own the station building and employ nearly all the staff there, they don’t run our services and couldn’t supply DMIs for the District line, so I apologise for the misinformation you were given.
DMIs on any Tube line work in conjunction with the signals. As you may know, we have just begun a major project to replace the whole signalling system on the District line. There is a strong possibility that when the project is finished, we shall be able to provide DMIs on District line platforms that don’t have them at present.
-2-
In the meantime our staff member at Ealing Broadway makes public address announcements whenever possible to advise customers about the next trains.
Do get back in touch if I can be of any further help.
Yours sincerely
Maria McKenzie Customer Services Advisor Transport for London Customer Services
3074870
Notes 20.10.2012 06:15:32 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Due to engineering works not finished in time District line train was held up by more then half an hour today 20th October. Therefore I have missed my train to airport; moreover I have almost missed my flight ultimately.
I wonder what tfl can do to make it up for putting they beloved costumers under enormous pressure?
Thank you.
Ref: 1011375865
Date 22.10.2012
Dear
Thank you for getting back to us to let us know what happened to you during your journey whilst using our District line services on 20 October. I am sorry to hear that you journey was affected by delays on that day. I can understand your annoyance regarding this, especially as you nearly missed your flight due to planned engineering works on our District line services. I can confirm that on the 20 October, our District line services were affected by planned works from Earl’s Court to Edgware Road station . This means that as you were making your journey from Ealing Broadway station to Barking station the planned works around Earl’s Court station contributed to the delay that you experienced at the time. I can appreciate the impact this had to your travel, Please accept my apologies for the inconvenience caused. We do plan our engineering works 6- 12 months in advance as we have to plan according to staff availability, heavy machinery being available and replacement bus services being availability to be organised in good time. We always advertise about planned works one month in advance before they star. We always let people know about this well in advance through
• posters displayed at Tube stations • advertisements in the London newspapers • travel bulletins on BBC radio stations • BBC and ITV Teletext • and our website: http://www.tfl.gov.uk/livetravelnews/planned- works/calendar/default.aspx
We don’t offer refunds or give money back when a journey has been disrupted by planned engineering work. This is because we invest so much into advertising and sending out notifications to our customers to enable them plan their journeys better well in advance. It is for this reason that I will be unable to offer you any form of reimbursement on this occasion. I am sorry if this is not the response you were hoping for but hope I have explained everything clearly. Thank you for your time.
Kind regards,
Sarah Birungi TfL Customer Services
3099426
Notes 31.10.2012 09:16:01 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Dear,
I used to take tube from Ealing Broadway to Notting Hill Gate by a weekly Oyster. Today, there is a problem with Central line and can only go up to White City. So, I can only take the District Line to South Kensington. Will you charged me? If yes, then I think it's very unfair!
Ref: 1011423492
Date 31.10.2012
Dear
Thank you for taking the time to contact us about the Central line services this morning.
I am sorry for any difficulties that you experienced whilst travelling Ealing Broadway to Notting Hill Gate. As you may be aware, the Central line was part suspended between Marble Arch and White City due to a train hitting an obstruction on the track at Holland Park which has damaged the power rail. Once the problem was identified our Emergency Response Unit was on site very quickly but unfortunately we expected the repairs to take a few hours.
I appreciate the impact this had and we did all we could to minimise disruption. We advised customers to avoid the Central line and to use other transport options. We are able to disseminate travel advice to passengers quickly so that they can avoid areas where services are disrupted. This includes greater use of our Twitter feed - @TfLTravelAlerts – so that you and all other customers are updated quickly and effectively.
Under our Customer Charter you are entitled to a refund of your single fare for any journey that is delayed by 15 minutes or more, for a reason within our control. To claim for this refund you must complete a Customer Charter form within 14 days of the delay. You can find this form online (www.tfl.gov.uk/tuberefund) or in the leaflet racks in most Underground stations.
Thank you for taking the time to contact us. If you have any further queries, please don’t hesitate to let me know.
Kind regards,
Rachel Lakeman TfL Customer Services
3101404
Notes 02.11.2012 15:44:07 PROSSEGL
Email-Cust complains about when staff do nothing about it. Suggests staff warn such individuals. ______Notes 31.10.2012 17:35:17 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL As far as I know drinking alcohol is forbidding in London Underground. Well, why people still doing it?
Why staff doesn't do anything about it?. I have seen people drinking beers in front of station staff and they did absolutely nothing. Not only happened the date above but nearly every single day specially week ends.
Does London Underground doing anything about it?
Kind regards
Thank you very much for your answer.I know is difficult to monitor but ,what about when the staff don´t do anything?I have seen people drinking in front of the staff and they didn't even blink.I work on a railway company and I know what it is about.The staff should at least warn them but they do nothing, and I´m sure this can be rectify with a simple reminder, don´t you think so?Thanks againKind regards
Date: Thu, 1 Nov 2012 16:04:27 +0000 From: [email protected] Subject: RE: alcohol on the Tube To:
Ref: 1011427919
Date 01.11.2012
Dear
Thank you for your feedback form.
Our Conditions of Carriage state that customers cannot consume alcohol or be in possession of an open can/bottle of alcohol at our stations or on our trains.
Our Customer Service Advisors (CSAs) can advise customers not to drink from open cans/bottles on stations, but they cannot physically take the can/bottle from them. If a customer chooses to ignore this advice the CSA should contact the Station Supervisor who will then ask the person to leave the station. The BTP will be called if a person is verbally abusive or violent towards our staff.
In terms of drinking on trains, I'm sure you can appreciate that this is very difficult to monitor and customers go to great lengths to hide alcohol from our staff. However, if customers feel threatened by anyone who is drinking alcohol they should activate one of the passenger emergency alarm.
Thank you again for contacting us. If you have any further queries or comments please get back in touch.
Kind regards
James Clouting Customer Service Advisor Customer Service Centre
3103633
Notes 01.11.2012 14:10:02 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Dear Sir,
I am generally quite positive about the underground facilities and there is no doubt it is an impressive network.
Unfortunately I find myself in a position to complain when normally I just vote with my feet. However, Due to the tube being Vital to my everyday commute to work and back I have little choice but to use the underground.
My frustration is merely aimed at the general inefficiency, at times of the tube system. Yesterday 31/10/12 I arrived at Ealing Broadway tube station at 07:35 to find problems on the Central line. My normal route to Liverpool st. I understand there was an object on the track, I accept such things happen. As an alternative I used the district line to get as close to Liverpool street as I could. However, I learnt that the district line had minor delays to Earls court, my journey was further delayed still. In all, this journey normally takes an hour door to door, lasted 1 hour 40 mins.
The same evening at 17:30 I entered Liverpool street to get the central line, this after keeping tabs on the status throughout the day due to the fact it took so long to remove whatever it was that fell onto the track, followed by severe delays, then minor then good service as I left work, but, reached the platform and you couldn’t move. I left and took the circle line to wood lane and changed to white city to discover yet more minor delays on the central line. again this journey took about an hour and half door to door.
To compound matters on 30/10/12 - I came from Clapham into the city, when I reached waterloo, I learnt that a gentleman (or clown) had decided to trespass on the line leading to the waterloo and city line being suspended, therefore sending myself and other commuters to go round the world for a shortcut to get into the city.
On a personal note I accept that we live in an imperfect world and these things happen I accept it reasonable to expect delays now and again - that said since the Olympics the tube system has been a disgrace and I take exception to it when I pay TFL £131.40 per month for the privilege of putting my time into your hands. It wouldn't be as bad but the fact that parts of the network all but grind to a halt at the weekend just serves to add insult to injury.
As previously stated I don't like complaining anymore than you wish to receive a complaint but on this occasion I feel compelled to do so as I pay a significant amount to TFL on a monthly and yearly basis and give you the chance to show me if you actually value me and others as a continuing user of TFL.
Ref: 1011432283
Date 01.11.2012
Dear
Thank you for taking the time and trouble to complete a feedback form regarding your recent journeys on the Tube.
I am sorry to hear of your disappointment with our services, you are fully aware of what happened on all of the dates mentioned and I can fully understand your annoyance regarding the matter. We try to provide the best possible service that we can across all TfL services but unfortunately that is not always possible, thus we take all feedback seriously for improvement purposes.
I can assure you that we will always do our best to minimise disruption to our customers and there is no ulterior motive as to why these inconveniences occur. During the Olympics period, tube journeys were up 35% on normal levels in order accommodate our usual customers as well as the estimated extra 6 million daily commuters who were going to use the Tube during the Games. To make journeys as comfortable as possible we offered advice on alternative routes such as travelling at different times, or even choosing to walk or cycle instead. Please be assured that we are working to improve reliability on the tube network, and that our target is to deliver a 30 per cent reduction in delays by 2015, building on our success in reducing delays by 40 per cent since 2007/8. Please click on the following links for more information regarding the Tube Upgrade Plan http://www.tfl.gov.uk/corporate/projectsandschemes/18072.aspx Also, when we have planned engineering works over the weekend, these are advertised up to six months in advance online at http://www.tfl.gov.uk/livetravelnews/planned-works/calendar/default.aspx.This investment (engineering works) is vital for the transport network to continue to develop, upgrade and improve and to meet future demand, which is set to grow yet further. The aim of this programme is to improve the services which we provide to our customers. You can look forward to changes like faster journeys and a more reliable service as part of our upgrade plan. In the meantime, we may need to close parts of the line from time to time to keep the track and tunnels in good condition. This will not happen overnight and we are asking our customers for patience in order to see the long term benefits. Please note for future reference, under our Customer Charter, you are entitled to a refund of your single fare for any journey that is delayed by 15 minutes or more, for a reason within our control. To claim for this refund you must complete a Customer Charter form within 14 days of the delay. You can find this form online (www.tfl.gov.uk/tuberefund) or in the leaflet racks in most Underground stations.
Once again I apologise for any disappointment that you feel towards our services and thank you for taking the time to write; I hope that you enjoy better journeys travelling with us in the future. Kind regards,
Funmi Afolabi TfL Customer Services
3113295
Notes 06.11.2012 11:57:59 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL I was travelling back to Ealing Broadway with my girlfriend, at Ealing there were two black members of staff at the turnstiles. I went to tap out with my oyster card and the machine wouldn't let me. I called the inspector over who let out a loud audible sigh and said "for fucks sake" as he came over. He said to me "you do not have any money on your card, give me £4 to pass through". I told him I didn't have any cash but if he would like to escort me to the payment machine I could credit my oyster card with my bank card and then tap out. He said "Im the inspector not you and you do what I say not the other way round". His colleague was laughing at me which seemed to goad him on. I said to him well I already had £5.40 on my oyster card so I only need to put a couple of pound on it and I can get through. He then said "you need to pay me £4 or your not going through". After a few mins of tooing and froing he finally let me do what I had suggested but he was being very aggressive, akward and obstructive as well as swearing at me. I do not fin this behavour acceptable and this is why id like to make a complaint.
Ref: 1011450268
Date 06.11.2012
Dear
Thank you for your feedback form concerning members of staff at Ealing Broadway station on 04 November. I’m sorry for the upset caused by the incident described. I fully understand and appreciate the frustration when customers do not get the full co-operation of our staff and I would like to assure you that this is normally not the situation. We pride ourselves on providing good customer service and I’m disappointed that you feel this is not the case. Staff are expected to assist customers and be polite and helpful. We expect all our staff to do their job in a professional manner at all times. I can see that you feel strongly about this and I have made the most senior manager for Ealing Broadway station aware of your comments and experience and appropriate action will be taken to ensure that the type of behaviour you’ve described will not be repeated. Their behaviour whilst on duty will be closely monitored. Under data protection legislation, we cannot disclose what disciplinary action is taken against a staff member following a customer’s complaint. Please be assured however that this matter has been taken seriously and I hope the behaviour you’ve described will not be repeated. I am afraid that all I can ask is that you trust our integrity on this. Once again I’d like to apologise for the upset caused by the behaviour you’ve described and I hope that you won’t find similar cause for complaint when using our services in the future. Kind regards,
Funmi Afolabi TfL Customer Services
3122240
Notes 13.11.2012 12:37:09 PAYNEAL01
Email reply received
RR ______Notes 09.11.2012 13:13:06 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Central Line was suspended and the Bakerloo Line as well.
Ref: 1011468360
Date 13.11.2012
Dear
Thank you for your further email.
I have checked your Oyster card and note that on 31 October you made an alternative journey via Paddington National Rail and via Bus in order to get to Oxford Circus and I can confirm that on that day, the Central line was part suspended between Marble Arch and White City due to a train hitting an obstruction on the track at Holland Park which has damaged the power rail. Once the problem was identified our Emergency Response Unit was on site very quickly but unfortunately we expected the repairs to take a few hours. In addition, the Bakerloo line was suspended due to a person under the train.
You will still have to complete a charter form within 14 days of the delay, thus you have until tomorrow to submit a claim. The quickest way is online via www.tfl.gov.uk/tuberefund. Please note that you can only claim in respect of the Central line delay as a customer incident does not constitute a reason within our control in respect of charter claims.
I hope that this is helpful.
Kind regards,
Funmi Afolabi TfL Customer Services
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DO NOT DELETE...... {ticketno:[3122240]} DO NOT DELETE......
Original Text From: To: [email protected] CC:
Sent: 12.11.12 21:11:39 Subject: RE: TfL (RR) 3122240 OA LU
Thanks for your reply. It must have been the day after that then, because that morning the Central and Bakerloo lines were suspended. Is there a way for you to check into the date or do I need to fill out another claim form? Thanks!
Date: Mon, 12 Nov 2012 15:11:01 +0000 From: [email protected] Subject: TfL (RR) 3122240 OA LU To:
Ref: 1011468360
Date 12.11.2012
Dear
Thank you for getting in touch with us with regards to your Central line journey on 29 October. I am sorry to hear that your journey was delayed, and I can fully understand your annoyance regarding this. At the time you travelled there were minor delays to the service due to a lack of forward movement on the train tracks. We put in our best efforts in regulating the service once the problem was fixed however I can appreciate the effect that this had upon your journey whilst we were doing so. We have a procedure where if a customer is delayed for up to 15 minutes on our services for a reason that is within our control, you can claim a refund for the single fare of your Tube journey under our customer charter. Charter claims however have to be received by the Charter department within 14 days of the date of the delay thus you have until today to submit your claim. You can submit a claim online by clicking on the following link:www.tfl.gov.uk/tuberefund Please accept my apologies, once again, for the delay which you experienced. I wish you more pleasant journeys in the future.
Kind regards,
Funmi Afolabi TfL Customer Services
3131577
Notes 13.11.2012 18:58:58 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL I don't know the driver but I would like him / her formally reprimanded for passenger damages and extremely poor customer relations. I was getting on the train just as the doors were closing, which I understand was last minute, but the situation was that once I pulled back my bag arm and leg was stuck in the door. I could not move. All the driver did was to 4-5 times say please mind the door, but I could not do anything or move. Eventually another passenger managed to free the door a little so I could pull myself out, but not without pain to my leg and back. This is not the way to treat customers.
Ref: 1011485828
Date 22.11.2012
Dear
Thank you for writing to us about your accident whilst travelling on London Underground.
I apologise for the difficulties you experienced at Ealing Broadway station on 13 November.
All of our staff are trained and expected to provide a high level of customer service and professionalism to thousands of customers each day and we are sorry if we let you down on this occasion.
Under Data Protection legislation, we cannot disclose what disciplinary action is taken against a staff member following a customers complaint. I am afraid that all I can ask is that you trust our integrity on this.
London Underground considers safety to be a priority for all its customers and maintains a rigorous system to prevent accidents from happening. We understand that access and exits to trains present a higher risk of incident than other locations and have implemented measures to reduce this risk. These measures include on and off train audio and visual warnings of door operation, operator monitored CCTV, rubberised door edges and being air operated they close with a controlled force, slowing at the time of meeting.
We continue to monitor all incidents and revise procedures and design appropriately. However with 2.5 – 3 million door operations, and a ridership of between 3.1 and 4.2 million per day, there may be accidents that although fully mitigated cannot be designed out and are not London Underground’s fault.
Claims for damages due to our alleged negligence are managed by a company independent to us.
Please complete the enclosed questionnaire and send it directly to them. They will gather relevant information and if they judge that damages are due, they will make a fair settlement with you directly.
In order to maintain Gallagher Bassett’s independence, we do not get involved in the settling of individual claims. Should you have any queries about the progress or settlement of your claim please contact Gallagher Bassett directly.
I have provided their address and telephone number should you wish to contact them.
Gallagher Bassett PO Box 42501 London E1 1YB Tel: 0207 208 8500
You may take your own legal advice or seek guidance from Citizens Advice at any time.
I do hope that this experience will not deter you from using the tube in the future.
Yours sincerely
Oby Ibegbulam TfL Customer Services
3159397
Notes 11.12.2012 13:46:54 SHAHNU
customer wanted an update on his case after speaking to previous agent, i was advised its has been passsed for investgation and custoemr should hopefully hear from us within a week or so
customer provided following details
______Notes 06.12.2012 15:48:30 MCKENZMA
I've asked Central line TOMs to investigate ______Notes 06.12.2012 09:47:11 MCKENZMA
Spoke to Ruislip Gardens. Log entry 6 - Customer reported that he was caught in doors of last carriage (train 101), fell into train and banged side of head. ______Notes 29.11.2012 10:54:15 IBEGBUOB
Not RR ______Notes 26.11.2012 12:49:56 AJIJOLMO
Customer called to advise about an incident which happened at Ealing Broadway station this morning 26/11/2012 about 6.30am .
As he boarded the train the doors closed on him and hit him on the head . He fell back and was knocked into the partition in the train . He had a dizzy spell .
He had this incident logged at Ruislip Garden station
Customer has a headache and has been to see the doctor who advised him to stay home
He would like compensation for loss of wages gave customer Gallagher Bassetts details regards
3161565
Notes 28.11.2012 10:04:28 IBEGBUOB
Also fwdd feedback to GSM Ealing Broadway ______Notes 27.11.2012 08:19:22 WEBLOGIN
The announcer this morning was speaking on the tannoy non-stop in a persistently irritatin way, making jokes and commenting on individuals on the platform. He repeatedly made the same joke about the service having niggly naggly problems. He was playing the part of the entertainer and could be heard laughing at how we was speaking into the microphone. Everyone was annoyed including the tube driver. This is so so unprofessional and extremely irritating. I don't pay my oyster fees to be shouted at through a tannoy system for 10 minuted before I bore the train. The guy loves the sound of his own voice and shouldn't be allowed near a microphone. Really disgraceful. Please do not allow this to carry on. Noise pollution is a serious matter and this guy was really having fun annoying the commuters this morning. He seemed very impressed with himself.
(No response)
3162693
Notes 27.11.2012 12:38:11 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Your trains have become very slack in the last 3 months. There has been a number of times I have thought to complain but have not.
Today after waiting what is becoming the regular 15 minute wait for a train to turn up to the platform we were all beckoned onto the first train that arrived. Then a second train arrived, Obviously few got on this one as we were on what we were told was the first train to depart. Then, surprise suprise, the OTHER train, the empty train with no one on it left. Meaning everyone on the train I was on was left for a further 10 minutes. Its just annoying. Using your service is annoying. Its a toy train-set, what could be the problem in running it effectively?
Ref: 1011551794
Date 17.12.2012
Dear
Thank you for getting in touch with us with your complaint regarding the District Line delay, on over the last few weeks, whilst travelling from Ealing Broadway. Please accept my apologies for the delays and the inconvenience that it caused you, I am very sorry to hear how badly your journey was disrupted. Normally you have to send in a customer charter form within 14 days of your journey to get your refund, as you are still within that 14 day period, please could you complete a Customer Charter form and submit the paper tickets as proof. You can find this online (https://www.tfl.gov.uk/tube/contacts/refunds.asp) and in the leaflet racks in most Tube stations. I will be contacting the Group Station Manager about the Departure Boards to see if there is an actual issue and if so if the problem can be amended. I would like to thank you for taking the time to contact me. I hope that I have helped and that you see a noticeable improvement in the service we provide. Should you have any further enquiries, please feel free to contact me again. Kind regards
Isher Khella Oyster Customer Services
3192636
Notes 16.12.2012 12:09:20 DELANOOM
Thank you for contacting us regarding the free newspapers and the litter that they create on the tube.
We appreciate how messy it can be, however many customers look forward to this free publication in the mornings.
There are contractors who clean the newspaper litter on the trains and at stations, normally have to wait till the train docks, as they cannot clean it while it is in service.
The contractors are predominantly paid for by the paper distributors, with a small fraction being paid by TfL. This cost is not passed on to customers in any way.
I hope my response answers your query. Please contact us if you need any further help.
______Notes 10.12.2012 12:32:55 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL The amount of litter caused by discarded free newspapaers was quite incredible this morning. I am sick of the depressing ugly mess they cause, and having to wade through them, and move piles of them aside just to access a seat. I really resent their very existence - these free rags are very poor quality products, not so much newspapers as a collection of PR releases. But more to the point who funds the cost of the staff employed to clear them up, is this passed on to me in the price of my already expensive travel card? Is the commuter bearing the costs of clearing up these worthless publications? Do the organisations that produce them contribute to the costs of clearing litter? I would be very interested to know. Thank you
3196774
Notes 16.12.2012 13:02:33 DELANOOM
Thank you for contacting us regarding your journey on 1 December.
It appears that you exceeded maximum journey time twice that day. There is an automatic refund for these journeys waiting for you at Ealing Broadway from today. The refund will be at the gates of that station fro the next 7 days.
Just make a journey from that station within this time and your balance will be updated as soon as you touch in. Please not that you have to make a full journey and not just touch your oyster at the gates- you must touch in make a journey and touch out.
I hope this helps. Please contact us if you need any further help.
______Notes 11.12.2012 16:40:08 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL hello, I'm a student at Brunel University, 1st Dec I used my Oyster card. but I think until now the money is not refunded yet after I found it charged wrong money. It was Saturday, so the cap price should be £5.6，as I also use Railcard (already connected with Oystercard),the pric won't be higner than Day Travelcard. Day Travelcard for zone1- 6 is £5.6 as I use Railwaycard. but that day it charged me £12. So please check and refund. my Oyster card No. my email is
Best Regards
3218009
Notes 06.01.2013 10:49:29 NELSONPH
case resolved ______Notes 20.12.2012 15:42:28 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Hi
Dear Sir I am contacting you regarding extra charges for my journey. Today i started my journey from Fulham Broadway about 13:30 and when i arrived to Ealing Broadway the over ground trains were delay and canceled so i waited there for the next available train and the train arrived at 14:44 I took that train and came Southall but when i touched my oyester card on the reader instead of charging me 1.40 for my journey ( from fulham broadway to ealing broadway )the reader showed ' enter ' so the system charged me for one incomplete journey and now i am entered from southall so system will charge me for another incomplete journey.
so please refund me for the two incomplete journey money and charge 1.40 which i pay every day for traveling from fulham to ealing broadway.
and please try to refund me before Christmas.
Thanks and Regards
Ref: 1011662962
Date 06.01.2013
Dear
Thank you for your email about your recent Oyster pay as you go journey. I’m sorry for the delay in replying to you. I have looked through your Oyster card records and can confirm that you were automatically refunded £7.70 when you touched in at Southall on 2 January. As you have now been refunded I have taken no further action. I'm sorry for any inconvenience that this has caused you.
Kind regards
Philip Nelson Oyster Customer Services
3224851
Notes 24.12.2012 22:33:24 WEBLOGIN
Hi,
I can't believe there is no transport at all tomorrow 25 December. I pay my monthly card which is £132 and to go to the airport I will need to pay £80. There are people that need to travel that day and it's the only city I've lived where transportation is closed this date.
(No response)
3230781
Notes 31.12.2012 00:19:00 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL The 226 bus is not departing from the designated point on a regular basis. The drivers on the later buses in the evening are stopping on the common on Ealing Broadway rather than driving back to the stop. This has happened on numerous occasions. This happened most recently at approximately 23.05 on 30/12/12. I have had to pay for a cab several times in the last few months as a result of the bus drivers not picking up from the designated first stop from Ealing on the 226 - this is since the departure point has moved back to the previous location close to Ealing Broadway station. Direction : North
Our Ref: 1011689419 Date: 30.01.2013
Dear
Re: 226 bus driver failing to serve stop.
Thank you for your feedback regarding an incident on 30 December 2012 when the 226 bus driver failed to stop at the Ealing Broadway bus stop.
I was very sorry to hear about your experience on this day, and that it has happened before. Obviously, drivers should always ensure that they serve every stop on their route.
I would like to take this opportunity to reassure you that we’re committed to providing a first class service for all our passengers. However, we failed to do so on this occasion and I am sorry for the upset or inconvenience that you experienced as a result.
I have contacted First Group, who operate route 226 on our behalf, about this incident. They were also concerned to learn that one of their drivers has behaved in this manner. They have now investigated this incident and interviewed the driver in question. I have asked them to speak to all their drivers and take the necessary action to ensure that it doesn’t happen again.
Thank you again for your feedback and I hope that this incident does not adversely affect your view of Transport for London (TfL) bus services in London. Please do not hesitate to contact me again if you have any other questions.
Yours sincerely
Andrew Cumming Customer Service Advisor
3237093
Notes 04.01.2013 11:16:52 LAKEMARA
Internet anonymous customer – unable to provide a response. ______Notes 03.01.2013 07:48:54 WEBLOGIN
Again the district line runs a 40 minute service that should take half that! I fear the district line is a dinosaur or at least treated that way by your control room. It seems that passage on the district line is 2nd to every other line and its reliability is proof. I just cannot trust the line and it seems like a lottery each time I get on. Dont get me wrong, if I had a choice I would use it.
Your sincerely,
disgruntled passenger
3246976
Notes 17.01.2013 14:17:00 MARTINKI01
Ad hoc load for £6 sent to customer at Angel station.
Refund case number: 0001116731
______Notes 16.01.2013 12:07:46 PAYNEAL01
Email reply received
RR ______Notes 11.01.2013 16:50:52 PROSSEGL
Email-nominates Angel. Also asks can we help her friend who had the same problem? LURR ______Notes 07.01.2013 15:59:39 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL My friend and I were on our way back from heathrow T4 to Angel. The journey was supposed to be from Heathrow T4- Northfields-Acton Town-Ealing Broadway- Bank- Angel. However, there was this interruption of signaling by the tube from Acton Town to Ealing Broadway(ard 11.30). So, we were forced to go Ealing Common and take the tube back to Ealing Broadway. Unfortunately, we were unable to do so at Ealing Common and were asked to touch out there and take a bus to Ealing Broadway. In order to save money, we walked to Ealing Broadway instead of taking a bus and from Ealing Broadway, we continued our journey back to Angel station. The total time of the journey was about 3 hours due to the tube's signaling problem and we spent 2.80 pounds. We request for compensation as our journey is supposed to be just an hour plus and 2 pounds. I hope the tfl officer will look into this issue. Thank you.
Dear Kirk Martin,
Thanks for your quick response and assistance. The convenient tube station will be Angel station for me.
Besides that, can you please help me to help my friend, who encountered the same problem as me? Her detais:
Card: Reference: 1011720222(5 Jan) 1011720412(6 Jan) Email: Convenient tube station: Angel station
I really do appreciate your efficient assistance. Thank You.
On Thu, Jan 10, 2013 at 12:03 PM,
> *Ref: * 1011720393 / 3246976 > > > > Date 10.01.2013 > > > > Dear > > > > Thank you for contacting us about a problem you met with on 6 January.**** > ** > > ** ** > > I am very sorry that you were delayed on this occasion. I can confirm that > this was caused by a signal failure at Ealing Common. I note from your > Oyster details that you were charged £2 on your outward journey and £2.80 > on your return to Angel. However I also not you had an excess charge the > day before travelling from Russell Square due to the maximum journey time > being exceeded, possibly as a result of your card not having registered > where you were touching in or out of a station.**** > > ** ** > > I am happy to arrange a goodwill gesture for the delay and the excess > charge by making an ad hoc load of £6 to your Oyster card number > at a station that is convenient to you, but before I can do > this I need the name of a suitable station.**** > > ** ** > > Once I have the name of your preferred station, I will arrange for the ad > hoc load to be made on the following day to your Oyster card. It will > remain valid for collection for a period of eight days from that date.**** > > ** ** > > I apologise again for this delay and look forward to your response.**** > > > > Kirk Martin > > Customer Service Advisor **** > > *Transport for London Customer Services*
Ref: 1011720393 / 3246976
Date 17.01.2013
Dear
Thank you for contacting us about the delay to your journey on 7 January 2013 between Heathrow Terminal 4 and Angel.
I am sorry that you were delayed on this occasion. I have now refunded you and £6 has been sent to the gates at Angel station. When you touch in at the gate at the beginning of your journey, this amount will be loaded onto your Oyster card number . I am not able to offer your friend a refund as she will have to apply for this herself. If this has already been applied for then it will be dealt with under a different reference number from this one.
This refund will be available from tomorrow and can be collected for 8 days afterwards. If you have any problems collecting the refund in this time please contact me directly quoting the above reference number.
Please contact me again if you need any help in the future.
Kirk Martin Customer Service Advisor Transport for London Customer Services
3250435
Notes 14.01.2013 10:31:57 CLOUTIJA called customer and spoke to son. I gave him the telephone for First Great Western who manage the ticket office at Ealing Broadway ______Notes 08.01.2013 17:45:56 AJIJOLMO
Customer called to complain about the opening times of the ealing broadway ticket office .
Customer purchased an oyster card which her son tried to register at the station last night 07/01/2012 around 11.15pm .
She advised the ticket office staff had pulled down the shutter counting money and he refused to register the fact
She was quite unhappy at making the effort to get to the station before the closing time and been refused service
She would like this investigated regards
Moji Ajijola
3256572
Notes 10.01.2013 19:09:41 ALLEYNST
MOP says that he is disabled and he uses Ealing Broadway Station, and finds it difficult to use the stairs, and that the staff are unhelpful and sitting on their backsides all day.
MOP says that he has used the station for 60 years, and that he is disabled and suffers from Multiple Sclerosis. MOP is requesting a escalator at Ealing Broadway or for the staff to assist him.
No response required, but customer wanted this complaint lodged.
3261130
Notes 17.01.2013 16:40:47 PIATKOLU
1x email received customer wrote in passed to rr ______Notes 13.01.2013 04:07:57 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL i use the oyster. i had a pass of zone 2 to 4 and i didnt went out from any station in zone 1 and the oyster charged me. my pass didnt work.
Ref: 1011749843
Date 18.01.2013
Dear
Thank you for your getting back in touch.
Your Oyster card shows that you have been buying weekly bus passes, which are valid on any Transport for London (red) bus. If you want to travel on the Tube you need to add enough pay as you go for the journeys you want to make. Please see the following link for our single fare finder.
http://www.tfl.gov.uk/tfl/tickets/faresandtickets/farefinder/current/default.aspx
After you have entered a journey, if more than one route is available (including avoiding zone 1) please click on 'Alternative Fares'. This may involve touching your Oyster card at a station with a pink reader to show that you have avoided zone 1.
I hope this information is helpful.
Kind regards
James Clouting Customer Service Advisor TfL Customer Services
DO NOT DELETE...... {ticketno:[3261130]} DO NOT DELETE......
Original Text From: To: [email protected] CC:
Sent: 15.01.13 01:40:10 Subject: RE: travelcard validity
Thanks for your response, this is my oyster number I want to ask if i have to travel in zone 2 and 4, sometimes i have to pass through zone 1 stations and i have the oyster pass of zone 2-4 what is the best option. I have come to know about pink oyster touch but its not available on all stations. Date: Mon, 14 Jan 2013 17:11:00 +0000 From: [email protected] Subject: RE: travelcard validity To:
Ref: 1011749843
Date 14.01.2013
Dear
Thank you for your feedback form.
Your Travelcard needs to cover all of the zones you travel through, rather than just the zones of the stations where you start/finish your journey. If you used the Central line to travel from Ealing Broadway to Stratford, then you were correctly charged for going through zone 1.
As you haven't provided an Oyster card number, I am unable to see how long your Travelcard is valid for. However, if you wish to continue making journeys through zone 1 you will be charged £2.10 each time. Alternatively, a ticket office can tell you how much it will cost to upgrade your Travelcard to zones 1-4 for the remaining validity.
Thank you again for contacting us and I hope I have explained everything clearly. If you have any further queries please let me know.
Kind regards
James Clouting Customer Service Advisor TfL Customer Services
3262417
Notes 31.01.2013 16:18:17 AKAKIEM01
Follow up email in and passed to L&S
Subject: RE: TfL 3262417 BB Oyster Card Refund Hi,
Super, very thank you to inform me. The details of my bank account as the following,
______Notes 28.01.2013 10:31:13 BABORDBE01
Customer is due £20.60 for difference between adult and student rate of 2x 7days TC Z0103 (checked on bus object)
Email sent with refund options ______Notes 14.01.2013 09:00:02 PROSSEGL
Letter-REfund form-Student overcharged for tkt Ealing Bway 12 Nov. Mach renewal failed also on 18 Nov. charged as adult without the discount.Seeks refund for 2 dates as should have had student rate. LURR
3279727
Notes 21.01.2013 12:34:28 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL No eastbound train at Ealing Broadway for 20mins between 09H40 & 10:00H! I was late for work!
Ref: 1011791625
Date 22.01.2013
Dear
Thank you for your feedback form regarding your journey yesterday morning.
Our records show that a person was taken ill on an eastbound train at East Acton. This caused a 15 minute delay to the service and had an impact on trains coming out of Ealing Broadway. I'm sorry that you were delayed and for the inconvenience caused.
Thank you again for contacting us. If you have any further queries or comments please get back in touch.
Kind regards
James Clouting Customer Services Advisor TfL Customer Service
3293481
Notes 26.01.2013 09:03:32 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL last central line train from bank got as far as marble arch and was terminated. No explanation given and was assured that the train will finnish at ealing broadway. It didnt. Got black cab home.
Dear Miss Thank you for your email, as below, and my apologies for the delay in responding – I was away the your email got buried in the process. Whilst I am obviously disappointed that you are only able to refund 10% of the cost that I incurred (namely £4.30 in respect of a taxi fare of £42.80), due to the tube failure that I described, I would be grateful if you would arrange that contribution, with my address being as below. Thanking you in anticipation. Kind regards,
M:
From: [email protected] [mailto:[email protected]] Sent: 31 January 2013 11:49 To: Subject: TfL (RR) 3293481 RL LU
Ref: 1011819801
Date 31.01.2013
Dear ,
Thank you for contacting us about your delayed journey while using the Central line service on 1 December 2012.
I'm very sorry for the delay you experienced. I can understand how frustrating this must have been for you and the impact it had on your journey.
Whilst I am unable to process a refund for your taxi journey, as a gesture of goodwill, I would be able to offer you the cash single fare journey that you were making at your time of travel from Bank to Ealing Broadway of £4.30. So I can process this for you, please can you provide your postal address so I can send you a cash voucher.
Once again, please accept my apologies for the inconvenience caused.
I look forward to your response.
Kind regards,
Miss Lakeman TfL Customer Services Advisor
3328212
Notes 15.04.2013 10:22:49 AKAKIEM01
Email in and passed to LURR ______Notes 11.04.2013 10:09:19 MONCKJA01
Email reply - RR bus porters. Passed to Phil T and Luke A.
J Monck ______Notes 09.02.2013 19:01:22 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Dear Team,
I arrived at Ealing Broadway on Saturday 9 February around 13.25 after my journey on the Heathrow Connect from the airport due to the Piccadilly line having engineering works.
Hello,
Please apologise to the customer for their experience during the closures. The feedback has been passed onto the relevant contractor and we will ensure a full investigation followed by the appropriate action is undertaken.
All contractors who work on behalf of TfL in a customer facing role are expected to maintain a standard of customer service in line with the TfL customer service policy. We regularly monitor agency staff during closures to ensure that the TfL customer service standard is being adhered to.
Regards Luke
From: [email protected] [mailto:[email protected]] Sent: 11 April 2013 10:06 To: Agbenyo Luke Subject: 1012174528 - Customer Service Contact
Hand-off Task Form
CUSTOMER DETAILS Name: Address: Country: GB EMAIL:
Hand-Off : No Response Task Details Task Reference No: 1012174528 Response Due Date: 18/04/2013
Description: Tube, Staff - Other Tfl requestor: James Monck
Dear Luke
For your attention and any necessary action. Also passed to Phil.
With regards
James Monck TfL Customer Services
3328691
Notes 10.02.2013 09:52:51 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Hi, as you know, the picadilly line and the district line to ealing are both not running today due to planned engineering work. I am simply writing to say that I find it shocking that the frequency of the central line hasn't been increased to compensate. One every ten minutes when it's the only tube left to central London is not enough. Regards,
Dear
Thank you for your email dated 10 February.
I am sorry for any difficulties you had as a result of the engineering works on the District and Piccadilly lines at the weekend. These closures were due to track replacement works taking place on these lines.
Our Events and Closures team manage the long term planning of our track work. This involves analysing and co-ordinating all Underground closures with Network Rail, so as to minimise disruption, while allowing the necessary work to take place. When planning closures we consider whether the remaining parts of the network will be able to cope with the demand for services. We also try to ensure a closure does not require a customer to use multiple replacement buses.
Before we confirm a closure we examine the availability of suitable alternative transport. This can be via mainline services, local bus routes or other Underground lines. When a section of a Tube line is closed and there are no suitable alternative transport options, we provide replacement bus services. On this occasion buses replaced Piccadilly line services. Journey times were inevitably increased but customers could at least complete their journeys.
I have made our Events and Closures team aware of your feedback. I am sorry that on this occasion you feel that we have let you down.
Thank you for taking the time to bring your concerns to our attention.
Yours sincerely
Eileen Costello Customer Service Advisor Transport for London Customer Services
3333807
Notes 25.02.2013 10:43:44 BOWESTO
No new email in Business Context ______Notes 22.02.2013 14:23:46 PIATKOLU email received customer wrote in passed to buses ______Notes 21.02.2013 08:01:48 MCKENZMA
Email response sent to customer based on information from Stephen Miles (see attached email) ______Notes 14.02.2013 09:59:21 MCKENZMA
I've asked Stephen Miles to comment ______Notes 12.02.2013 12:22:44 PROSSEGL
EMail-No LU staff & Rail Replacement bus stop not clear. No markings for bus stop & no signs saying when CEN line as alternative would start lu inv
Contact London Overground
• Enquiry type: Customer Information • Comments: There was no member of London Underground staff visible, the 2 porters were not highly visible - the bus stop for the replacement bus was not clear as the only information from the porter was down the road and at the bus stop to the right. The bus stop indicated had no markings as being a stop for the replacement bus stop. Lastly, there wasn't any signs by the station stating what time the central line would start as a possible alternative for people - the platforms were blocked off, so obviously, the ones on the platform were no good to anyone • Location: Ealing Broadway • Date: 10/02/2013 • Time: 06:20 • Title: • First name: • Last name: • Address: • Address (cont.): • Town: • County: • Postcode: • Country: England • Email: • Telephone: • Oyster number:
From: Miles Stephen Sent: 20 February 2013 18:25 To: McKenzie Maria Subject: RE: Ealing Broadway 10 Feb (Our ref 3333807)
Hi Maria,
LU staff at Ealing Broadway work at platform level near where the Central line trains arrive. The porters wear green hi-vis, but we accept some of these are of an older, darker, green shade so we have ordered a batch of brand new bright green hi-vis for them to wear during future closures.
The first Central line train is at 07:03, so I'm guessing the LU staff may not have been visible at 06:20. I also assume this customer was going for the local service towards Hammersmith rather than the fast bus service towards Boston Manor (for Heathrow customers) - this doesn't start until later. The porter did direct the customer in the correct direction for the bus stop, and there should have been signage in the station from the previous night giving directions to the stop, but I accept this may not have been abundantly obvious, especially so early in the morning. The bus stop should also have had a "hood" over it stating "rail replacement bus services call here". We'll act on this complaint for the next closure and ensure directional signage is available in the station, working with FGW, and that the bus stop is correctly marked.
Drop me a line back if you need any more info.
Regards
Steve Dear Thank you for your comments about the arrangements at Ealing Broadway station early on 10 February which were passed to this office by London Overground. I'm very sorry for the difficulties you encountered. I forwarded your comments to the team responsible for arranging bus replacement services during closures for planned engineering work. They tell me that they are aware that some of the green high visibility jackets worn by the porters are in a rather dark shade. A new batch of brighter green jackets has been ordered for porters to wear during future closures so that they can all be seen more easily. Ealing Broadway station belongs to First Great Western. London Underground staff work at platform level. As the first Central line train is at 07.03 on Sundays, they probably weren't visible at 06.20. Assuming that you needed the local service towards Hammersmith (rather than the fast service to Boston Manor for Heathrow customers, which started later), the porter did direct you to the correct bus stop. There should have been signage from the previous day giving directions to the stop, but it might not have been obvious so early in the morning. The bus stop should have had a "hood" over it saying "Rail replacement bus services call here". The team will act on your complaint for the next closure, working with First Great Western to ensure directional signage is available in the station and that the bus stop is correctly marked. There are links to first and last train details for all Tube lines on our website here for when you need to check a time in advance: http://www.tfl.gov.uk/gettingaround/1129.aspx. Do get back in touch if I can be of any further help.
Yours sincerely
Maria McKenzie Customer Services Advisor Transport for London Customer Services
3337512
Notes 18.02.2013 15:33:10 ELIAAN
refunded £3.40 ad hoc to wanstead
email sent ______Notes 13.02.2013 17:22:27 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Charged £4.90. It should have been less. Statement reads 'not touched in' when I did. Refund please
Many thanks ----- Original Message ----- From: [email protected] To: Sent: Monday, February 18, 2013 3:31 PM Subject: TfL Ref 3337512 Oyster Inv AE
Ref: 1011911352
Date 18.02.2013
Dear
Thank you for your email to the Oyster Card Helpdesk. I'm sorry for the delay in replying to you.
I have had a look at your journeys on the date in question and I can confirm that you have an incomplete journey.
I have processed a refund of £3.40 for collection at Wanstead station from 19 – 26 February 2013. Just touch in and make a journey as normal; the money will automatically go onto your card as you make a journey and pass through the ticket gates.
Please contact us if you need any further help.
Kind regards
Anthea Elia
Oyster Customer Services
3353619
Notes 21.02.2013 07:51:22 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL We purchased to tickets to travel to heathrow terminal 5 and the train was cancelled at Hayes and Harlington necessitating us to take a taxi to our destination. We need to recover our ticket costs of £12.00? Please advise us as to how to obtain a refund.
(No response)
3359641
Notes 28.02.2013 09:18:39 DAUDUOL responded to customer via email. ______Notes 24.02.2013 13:25:24 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL yesterday i was in ealing boradway and i waited more than 20 minutes to take a tube. and in this station, there is not information about (maps, where is going the tube or when is the next one in the platforms of dictrict line). when i asked to the staff, he didn't look at me and the answer was "you can take any tube". when i was trying to came back, i waited 20 minutes more in ealing common for a district line tube. i would like that you refound the prize of my journeys because took me more than 3 hours go and come back when the takes 1.30
Ref: 1011956927
Date 28.02.2013
Dear
Thank you for your email to the Oyster Card Helpdesk.
All of our staff are trained and expected to provide a high level of customer service to thousands of customers each day I am sorry that the staff member at the station was not helpful.
I am also very sorry to hear that your journey was severely delayed on the date in question.
Please note that if you are delayed by more than 15 minutes for reasons within our control, you can apply for a refund of your single journey.
You can submit your claim online by visiting www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/ or you can pick up a Charter Claim form at any staffed London Underground station. We must receive this form within 14 days of your journey.
I hope that this has been helpful. Once again, thank you for taking the time to contact us regarding this matter.
Yours sincerely
Olaide Daudu Oyster Customer Services
3365088
Notes 06.03.2013 16:13:49 MUTTOWSU
Response provided. £1.50 adhoc refund sent to Ealing Broadway.
Refund case number 0001190987
______Notes 26.02.2013 15:17:41 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Severe delays in district line. Had to go to work by bus (2 buses, there is not any direct bus for the journey I have made) but I was charged for the tube journey I didn't do. I'm asking back for the tube or bus fare charged.
Ref: 1011968031/SM
Date 06.03.2013
Dear
Thank you for emailing me about our District line service.
I am sorry that you have had to write about this. I understand your frustrating delays can be, especially if they make you late for work.
Our District line service was indeed severely disrupted on 25 February. This was because of a passenger under the train at Tower Hill Station. The line was restored to all destinations at 14:18 amidst severe delays.
Please note that if you are delayed by more than 15 minutes for reasons within our control, you can apply for a refund of your single journey.
You can submit your claim online by visiting www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/ or you can pick up a Charter Claim form at any staffed London Underground station. We must receive this form within 14 days of your journey.
On this occasion,We are happy to offer you £1.50 as a gesture of goodwill. Please note that this refund has now been sent to Ealing Broadway and will be ready to collect from 7 March. You will simply need to touch in before your journey as normal and your balance will be updated as you pass through the ticket gates.
Once again, thank you for taking the time and trouble to write in.
Yours sincerely
Sunita Muttowsing Customer Services Advisor
3403464
Notes 27.03.2013 17:36:19 CLOUTIJA
£10 sent to Ealing Broadway - OPUS ref 1223662
______Notes 20.03.2013 16:28:08 MOHAMENA
Format: Email received
Query: Customer nominating station
Allocation: Passing to LU RR ______Notes 14.03.2013 11:30:11 BEESONDY
Responded to customer ______Notes 14.03.2013 10:39:31 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL I was delayed by over an hour travelling to work. The journey also cost me three times what it would cost me normally to get the Chiswick as I had to change at White City and Hammersmith where I had to exit and enter the turnstiles again. Please refund my oyster card for the extra costs that I incurred. I would like a refund for the entire journey that day (3 x £1.60) as my day was severely affected.
Many thanks,
From: To: [email protected] CC: Sent: 14.03.13 14:54:00 Subject: Re: Tfl ref:3338078 - DB Delayed Journey Hi Dylan,
Thanks for this.
Please can I collect the £10 from Ealing Broadway station.
Many thanks,
______From: "[email protected]"
Date 14.03.2013
Dear
Thank you for your email. I was very sorry to hear you were delayed on 7 March while attempting to travel on the Distict Line to Chiswick Park.
On this occasion we were reportinga suspension on the line due to a signal failure at EalingBroadway. We worked to resume a good service as soon as possible.
I can see from your Oyster card history that you were severley incovenienced and as a gesture of goodwill I'd be happy to refund you £10 on this occasion. If you'd like to nominate a station for this to be collected I can arrange for the money to be sent to that ticket gate and you can collect the refund at the beggining of a journey.
I look forward to hearing from you shortly.
Yours sincerely,
Dylan Beeson
Transport for London Customer Services
Our ref: 1012046360
Date: 27.03.2013
Dear
Thank you for confirming your choice of station. Please accept my apologies for the delay in responding. I have sent £10 to the ticket gates at Ealing Broadway which will be available for collection from Friday for 8 days. Your Oyster card will be credited when you touch in to start a journey within this period. Please let me know if you are unable to collect it.
Thank you again for contacting us and if we can be of any further help please get back in touch. Kind Regards
James Clouting Customer Service Advisor Customer Service Centre
3438705
Notes 28.03.2013 21:44:21 WEBLOGIN
PREFERRED MEANS OF CONTACT: EMAIL Hello Team
It took me almost double the time to reach Chancery lane from Ealing Broadway on 28th march 2013. I believe I am eligible for a refund.
Regards
Monia
Ref: 1012121002
Date 29.03.2013
Dear
I'm sorry you were impacted by the delays on the Central line yesterday and I appreciate the frustration caused by this.
The delays were due to a signal failure in the Queensway area; due to the nature of the failure, the resumption of a good service took longer than expected.
Under the terms of our Customer Charter, if your journey was delayed by 15 minutes or more due to reasons within our control, you are entitled to a refund of the price of the single journey you were making at the time of the delay. Claims should be made within 14 days of the date of the delay.
I've attached a link to our online Customer Charter refund form. http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/
Please contact us if you need any further help.
Kind regards
Peri Kennedy Customer Services