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The East Dulwich Forum
The Bishop, The EDT, The Great Exhibition, the Actress or another?
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messageRe: Station Manager Corner
Posted by plimsoul 01 July, 2009 14:21

i definitely think that if you have got to the station and present yourself at the fares to pay kiosk you should not be fined. fair enough if you are trying to get through the barrier without at ticket but not if you are being honest. that is quite incredible that you had to pay 20 for your honesty and to make up for the appalling ticket facilities at ed.

when one considers the through traffic of the station one ticket machine (often out of order) and an ad hoc open ticket office simply is not enough. and before anyone suggests making the extra time i do!

messageRe: Station Manager Corner
Posted by SMBJones 01 July, 2009 17:13

Hi James

First of all I will look at the property board and see if I can have this removed.

With regards to your other point, I would like to answer this two ways, firstly... If a ticket office is closed or a machine is defective, a pager messge is sent to the Revenue Protection Officer advising them to use discretion when passengers turn up without tickets. If for some reason that message has not been sent and a passenger states that reason for not having a ticket, then the RPO can check with people like myself (station managers) or our control centre and confirm that this is the case. If this process is not working then I agree that the process needs to be looked at and I agree with your comments.

Secondly, before writing this I have already been on the phone to a colleague of mine at HQ and we will be having a meeting to discuss this further, I can see from previous postings that this is a common issue and is something I would like to see resolved. Unfortunately the revenue side does not come under my remit, however I will ensure on my part that I will keep the Ticket Machines maintained and the Ticket Offices open, and where they are not, i.e. illness for example I will do my best to get cover to ensure passengers are not without these facilities, this will be discussed at a team meeting that I am facilitating on Monday.


You can quite clearly see from my thread that I do deliver and do not promise what I cant, so you have my word this will be taken further and I will post accordingly

Regards

Barry




james_r Wrote:
-------------------------------------------------------
> Barry,
>
> A couple of requests from me, one minor one
> regarding ED station, and one more significant
> issue regarding Southern's operating practices,
> which I'd be grateful if you could pass on the the
> appropriate person in Southern.
>
> At ED station, can you remove the faded property
> advert board nailed on to the fence on the path up
> to Platform 2. It's been there for around 5 years
> or more, and has graffiti on it. The houses it was
> advertising have long been sold, and the sign was
> simply left there by the developer.
>
> Regarding operating practices, I would like to see
> a change in customer management when tickets are
> not properly available at stations. There needs to
> be a pro-active process where Southern identifies
> problems (ticket machine faults and ticket sales
> staff absenteism) early, and then puts in people
> either at the station itself or at London Bridge
> to help customers buy tickets. I would like to see
> a major shift from the attitude of "Why haven't
> you got a ticket? We don't know that station has a
> problem. Join the queue and wait your turn" to "We
> know there was a problem. We are sorry we did not
> provide the ticket sales facilities we should have
> done for your journey. We are here to help deal
> with that issue, and to quickly and efficiently
> sell you a ticket". This would require (1) a
> process whereby Southern checks in with each
> station routinely every day and uses that
> information to manage its London Bridge and other
> staff, and (2) a change in behaviours and roles,
> when appropriate, by ticket sales staff. These
> would lead to much better quality of customer
> service.
>
> I would also like to add my thanks for all your
> recent efforts and the very welcome tangible
> improvements at ED and Peckham Rye.

messageRe: Station Manager Corner
Posted by SMBJones 01 July, 2009 17:17

Hi

I understand your frustrations, see my posting to James R, I am on the case

Regards

Barry

plimsoul Wrote:
-------------------------------------------------------
> i definitely think that if you have got to the
> station and present yourself at the fares to pay
> kiosk you should not be fined. fair enough if you
> are trying to get through the barrier without at
> ticket but not if you are being honest. that is
> quite incredible that you had to pay 20 for your
> honesty and to make up for the appalling ticket
> facilities at ed.
>
> when one considers the through traffic of the
> station one ticket machine (often out of order)
> and an ad hoc open ticket office simply is not
> enough. and before anyone suggests making the
> extra time i do!

messageRe: Station Manager Corner
Posted by plimsoul 01 July, 2009 17:26

thanks!

messageRe: Station Manager Corner
Posted by OutOfFocus 02 July, 2009 00:16

I think it would help if the permit to travel machine was always available.
A few weeks back the ticket machine was not accepting any coins. I would have bought a PTT to show I was intendinf to pay.

messageRe: Station Manager Corner
Posted by OutOfFocus 08 July, 2009 21:43

At the ticket office at ED today I got the feeling that talking on his mob
ile was more important
than serving me. Can you give a lesson in customer service.

messageRe: Station Manager Corner
Posted by SMBJones 09 July, 2009 13:25

Hi

Apologies for this, the staff member has been spoken to by me personally today

Regards

Barry


OutOfFocus Wrote:
-------------------------------------------------------
> At the ticket office at ED today I got the feeling
> that talking on his mob
> ile was more important
> than serving me. Can you give a lesson in customer
> service.

messageRe: Station Manager Corner
Posted by sonia 09 July, 2009 17:02

> Ladygooner Wrote:
One small point, some people seem to think the station proper doesnt start until they get on the platform and light up and smoke their cigarettes at the top of the slope. Any chance a No Smoking sign can be put up at the top of the slope on the back of the shelter?

>SMBJones Wrote:
Already done winking smiley


Really appreciate this Barry, thanks, but as a side point it amazes me how many people still stand in front of the sign smoking!!

messageRe: Station Manager Corner
Posted by lenk 09 July, 2009 17:08

sonia Wrote:
-------------------------------------------------------
> > Ladygooner Wrote:
> One small point, some people seem to think the
> station proper doesnt start until they get on the
> platform and light up and smoke their cigarettes
> at the top of the slope. Any chance a No Smoking
> sign can be put up at the top of the slope on the
> back of the shelter?
>
> >SMBJones Wrote:
> Already done winking smiley
>
> Really appreciate this Barry, thanks, but as a
> side point it amazes me how many people still
> stand in front of the sign smoking!!

If I'm outdoors and I fancy smoking, then I will - unbelievable that people think you should be able to ban smoking outdoors...

messageRe: Station Manager Corner
Posted by the-e-dealer 09 July, 2009 18:33

The only place you can smoke indoors other than homes is THE HOUSES OF PARLIAMENT. One Law for us hey. AS for outside yes its silly have there been any convictions?

messageRe: Station Manager Corner
Posted by the-e-dealer 09 July, 2009 18:34

Probably because they think it is silly.

messageRe: Station Manager Corner
Posted by Administrator 09 July, 2009 21:13

Please stay on topic

--------------------
The Administrator
______________________
Help & FAQ's - Terms of use

messageRe: Station Manager Corner
Posted by SMBJones 09 July, 2009 21:25

Hi

Its unfortunate its an unmanned station, however I will be asking our undercover task force to attend the station with the BTP during the morning peaks and see if we can combat this

Bare with me and I will get the ball rollling,

Barry


sonia Wrote:
-------------------------------------------------------
> > Ladygooner Wrote:
> One small point, some people seem to think the
> station proper doesnt start until they get on the
> platform and light up and smoke their cigarettes
> at the top of the slope. Any chance a No Smoking
> sign can be put up at the top of the slope on the
> back of the shelter?
>
> >SMBJones Wrote:
> Already done winking smiley
>
> Really appreciate this Barry, thanks, but as a
> side point it amazes me how many people still
> stand in front of the sign smoking!!

messageRe: Station Manager Corner
Posted by SMBJones 09 July, 2009 21:28

Hi Lenk

With reference to ED Station , the pathway that leads to the platform is railway property

Barry

ps I did put an ashtray outside the station entrance


lenk Wrote:
-------------------------------------------------------
> sonia Wrote:
> --------------------------------------------------
> -----
> > > Ladygooner Wrote:
> > One small point, some people seem to think the
> > station proper doesnt start until they get on
> the
> > platform and light up and smoke their
> cigarettes
> > at the top of the slope. Any chance a No
> Smoking
> > sign can be put up at the top of the slope on
> the
> > back of the shelter?
> >
> > >SMBJones Wrote:
> > Already done winking smiley
> >
> > Really appreciate this Barry, thanks, but as a
> > side point it amazes me how many people still
> > stand in front of the sign smoking!!
>
> If I'm outdoors and I fancy smoking, then I will -
> unbelievable that people think you should be able
> to ban smoking outdoors...

messageRe: Station Manager Corner
Posted by Ladymuck 09 July, 2009 22:21

SMBJones Wrote:
-------------------------------------------------------
> Hi
>
> Its unfortunate its an unmanned station, however I
> will be asking our undercover task force to attend
> the station with the BTP during the morning peaks
> and see if we can combat this
>
> Bare with me and I will get the ball rollling,



If anyone thinks that the undercover task force don't exist/attend the station...let me assure/warn everyone that they DO. A while ago, some time after "our Hero Mr. SMBJones" had announced that more benches had been placed on the platforms, along with extra bin rings etc. etc., I found myself taking the train (I usually cycle - hubby is the regular train user and he had told me of the visible improvements). Anyway, I had just missed a train and therefore had plenty of time to play with. I could see immediately that the platform was cleaner and had extra bins/seats...and, given the time I had to spare, I decided to "inspect" by walking along the platform. I was so impressed at how far the benches went that I carried on walking right until the end of the platform and then all the way back again to the other end. I barely had time to reflect on the amount of work that this must have involved when a lady brusquely ushered me aside, flashed some "official looking" badge at me and demanded to see my ticket. After complying with her request, she asked me what I was doing, why I was doing it and that I could be fined 80 for such behaviour. I explained - rather pathetically - that I was merely admiring Mr. SMBJones' efforts etc. She clearly did not believe me informing me that "they" had been watching me for some time now and that I was acting extremely suspiciously. Well! Me a Lady and all! I got a bit irritated as she didn't seem interested in my explanations but only in telling me off, which culminated in my asking her if she thought I was a thief or a terrorist - to which she replied: "no - just so long as you are not about to commit suicide" - don't behave like that again or it's an 80 fine".

So there you go! "THEY" DO EXIST AND ATTEND!

LM



Edited 1 time(s). Last edit was 2009:07:09:22:22:21 by Ladymuck.

messageRe: Station Manager Corner
Posted by lenk 09 July, 2009 22:31

Indeed. But by the time you've noticed I'm smoking on the cameras, I've finished my cig and got on a train.




SMBJones Wrote:
-------------------------------------------------------
> Hi Lenk
>
> With reference to ED Station , the pathway that
> leads to the platform is railway property
>
> Barry
>
> ps I did put an ashtray outside the station
> entrance
>
>
> lenk Wrote:
> --------------------------------------------------
> -----
> > sonia Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > > Ladygooner Wrote:
> > > One small point, some people seem to think
> the
> > > station proper doesnt start until they get on
> > the
> > > platform and light up and smoke their
> > cigarettes
> > > at the top of the slope. Any chance a No
> > Smoking
> > > sign can be put up at the top of the slope on
> > the
> > > back of the shelter?
> > >
> > > >SMBJones Wrote:
> > > Already done winking smiley
> > >
> > > Really appreciate this Barry, thanks, but as
> a
> > > side point it amazes me how many people still
> > > stand in front of the sign smoking!!
> >
> > If I'm outdoors and I fancy smoking, then I will
> -
> > unbelievable that people think you should be
> able
> > to ban smoking outdoors...

messageRe: Station Manager Corner
Posted by Izodia 10 July, 2009 09:10

Ladymuck...what exactly were they going to fine you for? You might have been acting suspiciously but I can't see that you actually did anything wrong.

messageRe: Station Manager Corner
Posted by Strawbs 10 July, 2009 09:53

Just to give you an update the oyster readers are a little better at PR but still quite often there are a lot of people who cant get their oysters read.. When the place is backed up with people it is quite frustrating..

Also quick question do you think we will ever be able to top up our oyster i.e. season ticket pass etc at the station, I know that pay as you go oyster is being brought it but Im assuming we will probably have to always go back to the tube station to do our oyster?

thanks!

messageRe: Station Manager Corner
Posted by Ladymuck 10 July, 2009 12:00

Izodia Wrote:
-------------------------------------------------------
> Ladymuck...what exactly were they going to fine
> you for? You might have been acting suspiciously
> but I can't see that you actually did anything
> wrong.

I am not entirely sure...she DID mention that I was not allowed to walk up "that far" (note I don't believe that I walked beyond the sign prohibiting further access)...but I THINK, given her comments on suicide, that she thought I was going to throw myself in front of the train. (ssshhhudder). She was quite aggressive...and, dear Mr. SMBJones, if you are reading this, she was white, about 5' 3", mousy hair, slim, and had an accent (possibly German?). Needless to say, I was relieved when the train arrived.

messageRe: Station Manager Corner
Posted by Michael Palaeologus 10 July, 2009 13:13

I often stroll up and down the platform in my boredom waiting for a train.

Not been stopped yet and am looking forward to it as I shall set Barry on them and there's no mistakin'

--------------------
Radiant Bhuna of the Diamond Naga (1st class)
Curry Club. First-ish Thursday of every month. Find us in The Lounge.

messageRe: Station Manager Corner
Posted by SMBJones 14 July, 2009 07:59

Hi

PAYG will be available from the ticket machines at the rail stations, so no need to go to London Underground

Barry


Strawbs Wrote:
-------------------------------------------------------
> Just to give you an update the oyster readers are
> a little better at PR but still quite often there
> are a lot of people who cant get their oysters
> read.. When the place is backed up with people it
> is quite frustrating..
>
> Also quick question do you think we will ever be
> able to top up our oyster i.e. season ticket pass
> etc at the station, I know that pay as you go
> oyster is being brought it but Im assuming we will
> probably have to always go back to the tube
> station to do our oyster?
>
> thanks!

messageRe: Station Manager Corner
Posted by Mark 14 July, 2009 08:13

SMBJones Wrote:
-------------------------------------------------------

> PAYG will be available from the ticket machines at the rail stations


Hello

Have you any more news on when Oyster pay as you go be available at East Dulwich? It was going to be this September and then delays mean it's now 2010, do you have any more specifics you can share with us?

Thanks

messageRe: Station Manager Corner
Posted by SMBJones 14 July, 2009 15:44

Hi Mark, apologies there have been delays rolling this out, it is now scheduled to go live in January 2010

Barry


Mark Wrote:
-------------------------------------------------------
> SMBJones Wrote:
> --------------------------------------------------
> -----
>
> > PAYG will be available from the ticket machines
> at the rail stations
>
>
> Hello
>
> Have you any more news on when Oyster pay as you
> go be available at East Dulwich? It was going to
> be this September and then delays mean it's now
> 2010, do you have any more specifics you can share
> with us?
>
> Thanks

messageRe: Station Manager Corner
Posted by david_carnell 27 July, 2009 16:04

Barry,

This morning at Peckham Rye only one window was open. Signs placed outside said this was due to a technical fault and an engineer had been "adviced" [sic]. The queue for the machine was a three length snake whilst the queue for the desk went out of the door and half way down towards Rye Lane.

Whilst I appreciate the nature of technical faults and that investment in an extra machine is a false economy in the long term due to oyster switch over, please could you consider opening the barriers and allowing customers to purchase tickets at their destinations on these rare occasions? It would make life much easier. These are not "fare dodgers" but rush hour commuters in a hurry. Could discretion not be used?

Thanks.

messageRe: Station Manager Corner
Posted by Timster 27 July, 2009 16:20

David, you should be grateful you don't have that option - you will only get fined 20 at the other end (whether you are an honest commuter in a hurry or not) - I know from bitter experience before the barriers were installed. The 20 fine is for travelling without a ticket - in theory, if you are suspected of fare dodging then they will take you to Court.

Of course, this would apply to all those people who slip through the ticket machines at London Bridge without a ticket (often aggressively pushing through the person in front of them). I have never seen any staff at London Bridge ever do anything about this (not sure if this is within your remit Barry?).

On the subject of tickets / Oyster cards, it would be helpful for those of us with Oyster cards (and who get to the station not realising it has run out..) if there was a sign up at Peckham Rye with details of any local shops that have Oyster top-up facilities etc. I did ask a member of staff last week who tried to be helpful but only knew of one shop round the corner which was shut.

messageRe: Station Manager Corner
Posted by the-e-dealer 27 July, 2009 16:23

Auto Topup is GREAT!

messageRe: Station Manager Corner
Posted by paragon 27 July, 2009 16:23

When I got there the barriers were open and they were letting people through saying buy your tickets at your destination and all stations had been informed. That was about 9ish.

messageRe: Station Manager Corner
Posted by Markjonathan 01 August, 2009 10:23

Hi Barry,

There is a fantastic train service from Peckham Rye direct to St Pancras International but as far as I can see it doesn't come up on the big indicator board above the ticket office at P'Rye so you have to look on the smaller screen. Also, if I enter Peckham Rye to ST P on the TFL site it suggests I go by bus or change at London Bridge. Is this just a temporary service? Or can it be publicised properly?

Could I also mention that I'm deeply concerned about the planned loss of the London Bridge->Victoria->Lon Bridge loop line? I can't believe that the railway authority think we don't need this valuable service. (I hope hope East Dulwich residents don't mind me mentioning a Peckham Rye issue but I'm sure I'm not the only one who crosses over between the two areas.)
Mark

messageRe: Station Manager Corner
Posted by the-e-dealer 01 August, 2009 10:59

They extened all of the trains that used to terminate at Blackfriars. I just hope that this is permanent and not just while Blackfriars is rebuilt. Incidentally since these services were extended they have become somewhat unreliable. This service is like it used to be before they took
Thameslink away from us.

messageRe: Station Manager Corner
Posted by reetpetite 01 August, 2009 11:09

I was confused at Bromley South yesterday as the train that terminated at Blackfriars before the closure now ends at Bedford ,I nearly missed a train cos I was looking on the board for train times and just didnt connect Bedford with the same line I used before .L needed to get to Peckham Rye.

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