This is an HTML version of an attachment to the Freedom of Information request 'Incident involving Train Manager on 12/02/2022'.



**You will ensure the standards of your daily team are impeccable and that customer expectations are met.**
There was no delivery of any “service”, nor did Standard Class sparkle with staff uniforms being thrown around
the seats. An effective Train Manager who can be bothered to come out of the back cab and do a walk through
would notice this. The standards as stated were far from impeccable.
​​**Ensure that all available technology and equipment is utilised as instructed to enhance the customer
experience.**
Reservation system was turned off. No ticket machine was taken out on duty. As such, how has my experience
been enhanced? Clue: It hasn't.
​​*​​*Delivery of revenue, safety and customer experience (NAS) targets. Demonstrates a positive attitude to
maximising on board / ticket revenue, actively promoting sales, adapting the service and actively encouraging
crews to deliver the targets.**
**Ensure effective ticket checks are maintained on all services and where required, retail tickets.**
Remember this was apparently a busy service so a perfect opportunity to maximise revenue. There was no
revenue check done at ANY time. So based on the law of averages there is bound to have been ticketless
passengers who have in effect gotten a free ride. There was a negative attitude to revenue almost as if 
couldn't be bothered or didn't want to cash anything up or even never had a ticket machine in the first place!!!
​​**Love of our customers and a true desire to make their journey amazing**
There was no love or desire from 
 I was really made to feel like I was a hindrance and just cattle.
As you can see 
 has not held up to his Role and there are numerous breaches of what he is supposed to do
as a TM. The journey was not a relaxing experience for me at all.
I feel as compensation for your colleagues' failures a complimentary return first class ticket anywhere on your
network should be provided so I can experience the proper first class service just as long as 
 isn't the Train
Manager.





Senior Customer Relations Manager
Sent ‘without prejudice’



While in coach H, I noticed a member of cafe bar staff just dump their uniform on a seat opposite me.
Remember this was apparently an extremely busy train (well 
 claimed it was) and that staff member
was stopping another passenger from having a seat. Photographic evidence can be provided.
During the Journey between York and Peterborough no walk through was done. No ticket or revenue check
was completed at all. To be honest I doubt 
 even left the back cab at all, however being all the way in
Standard cannot confirm this.
I actually suspect that the reason there were no upgrades available was because 
 
 didn’t actually
have a ticket machine with him to sell them and thus made an excuse not to sell them.
The train was never busy as we kept being promised by 
 it would become. I reckon it was maybe 50%
full, if that.
So onto the role of the Train Manager:
​​**As the leader of the service you will be expected to deliver an excellent experience for our customers, you
will lead the team to ensure First Class is fabulous and Standard sparkles.**
**You will ensure the standards of your daily team are impeccable and that customer expectations are
met.**
There was no delivery of any “service”, nor did Standard Class sparkle with staff uniforms being thrown
around the seats. An effective Train Manager who can be bothered to come out of the back cab and do a
walk through would notice this. The standards as stated were far from impeccable.
​​**Ensure that all available technology and equipment is utilised as instructed to enhance the customer
experience.**
Reservation system was turned off. No ticket machine was taken out on duty. As such, how has my
experience been enhanced? Clue: It hasn't.
​​*​​*Delivery of revenue, safety and customer experience (NAS) targets. Demonstrates a positive attitude to
maximising on board / ticket revenue, actively promoting sales, adapting the service and actively
encouraging crews to deliver the targets.**
**Ensure effective ticket checks are maintained on all services and where required, retail tickets.**
Remember this was apparently a busy service so a perfect opportunity to maximise revenue. There was no
revenue check done at ANY time. So based on the law of averages there is bound to have been ticketless
passengers who have in effect gotten a free ride. There was a negative attitude to revenue almost as if 
couldn't be bothered or didn't want to cash anything up or even never had a ticket machine in the first
place!!!
​​**Love of our customers and a true desire to make their journey amazing**
There was no love or desire from 
 I was really made to feel like I was a hindrance and just cattle.
As you can see 
 has not held up to his Role and there are numerous breaches of what he is supposed to
do as a TM. The journey was not a relaxing experience for me at all.
I feel as compensation for your colleagues' failures a complimentary return first class ticket anywhere on
your network should be provided so I can experience the proper first class service just as long as 
 isn't
the Train Manager.





cash or card.”
No where on this page is there a * or sub note to show extra small print nor subject to
availability nor if the Train Manager cant be bothered to get his DORIS machine out of its
bag etc etc.
So I approached the Train Manager who I now know to be 
 
 based at Kings
Cross, BEFORE boarding at York to ask to Upgrade. He, quick as a flash, without even
bothering to check, said “nah, because of engineering work cant upgrade ya, going to
get busy along the route. Go sit in coach H''.
While getting onto coach H I noticed the reservation system was turned off, so had no
idea if I was going to be turfed out my seat later on in the journey, because remember
this was a very busy service due to engineering work. As such I was
unable to relax due to the constant worry of being turfed out the seat.
 
 made constant announcements about how there were no upgrades due
to engineering work and it was going to be an “extremely busy train”.
He also made announcements about face mask wearing saying that you had to wear
them. York is still in England the last time I did Geography and correct me if I'm wrong
but there were no Mandatory rules on face masks at the time in England.
While in coach H, I noticed a member of cafe bar staff just dump their uniform on a seat
opposite me. Remember this was apparently an extremely busy train (well 
claimed it was) and that staff member was stopping another passenger from having a
seat. Photographic evidence can be provided.
During the Journey between York and Peterborough no walk through was done. No
ticket or revenue check was completed at all. To be honest I doubt 
 even left the
back cab at all, however being all the way in Standard cannot confirm this.
I actually suspect that the reason there were no upgrades available was because 
 didn’t actually have a ticket machine with him to sell them and thus made an
excuse not to sell them.
The train was never busy as we kept being promised by 
 it would become. I reckon
it was maybe 50% full, if that.
So onto the role of the Train Manager:
​​**As the leader of the service you will be expected to deliver an excellent experience for
our customers, you will lead the team to ensure First Class is fabulous and Standard
sparkles.**
**You will ensure the standards of your daily team are impeccable and that customer
expectations are met.**
There was no delivery of any “service”, nor did Standard Class sparkle with staff
uniforms being thrown around the seats. An effective Train Manager who can be
bothered to come out of the back cab and do a walk through would notice this. The
standards as stated were far from impeccable.
​​**Ensure that all available technology and equipment is utilised as instructed to
enhance the customer experience.**
Reservation system was turned off. No ticket machine was taken out on duty. As such,
how has my experience been enhanced? Clue: It hasn't.
​​*​​*Delivery of revenue, safety and customer experience (NAS) targets. Demonstrates a
positive attitude to maximising on board / ticket revenue, actively promoting sales,
adapting the service and actively encouraging crews to deliver the targets.**
**Ensure effective ticket checks are maintained on all services and where required,
retail tickets.**

Remember this was apparently a busy service so a perfect opportunity to maximise
revenue. There was no revenue check done at ANY time. So based on the law of
averages there is bound to have been ticketless passengers who have in effect gotten a
free ride. There was a negative attitude to revenue almost as if 
 couldn't be
bothered or didn't want to cash anything up or even never had a ticket machine in the
first place!!!
​​**Love of our customers and a true desire to make their journey amazing**
There was no love or desire from 
 I was really made to feel like I was a hindrance
and just cattle.
As you can see 
 has not held up to his Role and there are numerous breaches of
what he is supposed to do as a TM. The journey was not a relaxing experience for me at
all.
I feel as compensation for your colleagues' failures a complimentary return first class
ticket anywhere on your network should be provided so I can experience the proper first
class service just as long as 
 isn't the Train Manager.











I travel the country weekly so am happy to travel to wherever you are based and to meet you at any
convenient public location, and time, for yourself. I am sure you will agree to this being the best way
forward, and  if you would like to suggest a few dates, times and locations over the next couple of
weeks and I will arrange my diary accordingly.
I look forward to hearing from you at your convenience and hopefully meeting you in the near
future.
With kind regards,
Senior Customer Relations Manager – MD Office
 
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With kind regards,
Senior Customer Relations Manager – MD Office