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Trip Advisor, Customer Service and the future of our railways

Discussion in 'Heritage Railways & Centres in the UK' started by Sidmouth, Jan 3, 2020.

  1. Spamcan81

    Spamcan81 Nat Pres stalwart

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    I think you do the general public a disservice with that statement. No doubt some will turn up on spec and expect something to be running no matter what day of the week but many at the very least will check that something is running before setting off.
     
  2. Gladiator 5076

    Gladiator 5076 Part of the furniture

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    I would not say things like Trip Advisor are bad all the time, but any attraction or business is never going to meet everyone's aspirations.
    If you look at the microcosm of a railtour (to the public not members on here) there are many different things would cause an good or bad score (to that reviewer) but maybe not others. By no means an inclusive list but may cause a TA post.
    Did the tour run on the day and with the loco planned
    Was the start and finish time close to what was published
    Was the coach too cold or too hot
    Were fellow passengers noisy
    Did fellow passengers in the coach have the toplight open leading to a draught
    Was the PA audible
    Long enough time at the destination for lunch, or too long if weather was poor.
    Did it run to time or did they have to spend a long time on a cold platform waiting for the train.
    A lot of time sat in loops
    Late running on return leading to worrying about missing connections.
    Quality of food.

    Of course it will also depend on how the issue (if mentioned) was dealt with on the day by the steward or the Train Manager.


    But I have seen multi reviews for the same tour where people have praised and critcised the same issue, so in the end it is all down to an individuals perception, and for a Heritage Railway it can really only evre be an outline guide to issues.
     
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  3. 35B

    35B Nat Pres stalwart

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    I agree - many will. My point is that some - perhaps many - will not, and that they will not because it doesn't occur to them that they may need to. And from that point, further, that we should not be dismissive of those who don't look up the opening times or timetable, and are consequently disappointed; especially at what would be normal times for other local visitor attractions.

    Taking one railway as an example, there is a nearby farm park which is open 10-4 most days - on the short side for an attraction. But if I want to visit the railway, I must be there by 2:30 on most timetables to be able to take a trip - a significantly earlier effective closing time than the farm park. Had I not looked those up, I would have been at high risk of being caught out if visiting on spec.
     
  4. Spamcan81

    Spamcan81 Nat Pres stalwart

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    So what are you suggesting, heritage railways should run on more days and for longer periods to cater for those who don't check beforehand?
     
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  5. 35B

    35B Nat Pres stalwart

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    No - merely that it is unreasonable to be dismissive of those guilty of making assumptions about opening times.
     
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  6. 30567

    30567 Part of the furniture Friend

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    Yes I like that list but I would add one about 'after the event'. What really seems to brass some people off is their problem not being treated seriously when they report their unhappiness after the event. The whole bit about 'talk to the steward and try to resolve the problem there and then' needs emphasising. There are limits to what can be done afterwards but it is clear from reading TA that some people feel they are just being given the brush off by the office--- especially on topics like carriage heating.
     
    Last edited: Jan 6, 2020
  7. paulhitch

    paulhitch Guest

    It has never been more straightforward to get information. A push of a button will bring it but it is up to the button pusher to take the information on board accurately. Only if the tourist attraction concerned fails to deliver on the dates and times promised, is there is a genuine gripe.
     
  8. 35B

    35B Nat Pres stalwart

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    I agree. But I do not accept that this means that those working at the attraction are justified in being dismissive of a disappointed visitor because they have not done that level of planning. Regret for their disappointment, together with advice on how to look up the details on a future visit, would be more appropriate.
     
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  9. paulhitch

    paulhitch Guest

    He could have got in touch with the visitor attraction direct, perfectly readily.
     
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  10. 35B

    35B Nat Pres stalwart

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    They could. And they would have benefited from doing so. But the point is not to rub their nose in it.


    Sent from my iPad using Tapatalk
     
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  11. Spamcan81

    Spamcan81 Nat Pres stalwart

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    I'm sorry but I have no real sympathy for someone turning up at a railway on a non operating day without having checked first when the info they require is a couple of mouse clicks or a phone call away. To use your cinema example, I doubt a family will have turned up to see Frozen II without first having checked screening times.
     
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  12. pgbffest

    pgbffest New Member

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    Some of them do. It is also interesting to sit with them as well from time to time as you can blend in to the crowd very easily. It is amazing what you see.
     
  13. pgbffest

    pgbffest New Member

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    Interestingly, the other year we did a survey of people turning up at Caernarfon after the full length departure had left. The majority of people had just turned up (and there wasn't many of them) because they were wandering around and saw the station - needless to say they were given a timetable and encouraged to return for the next trip! They weren't annoyed at all, it was part of their wandering that they had found the railway
     
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  14. Gladiator 5076

    Gladiator 5076 Part of the furniture

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    I would tend to agree Ian, although on my last steward trip before Xmas (the delayed Tornado to Cardiff) we had two couples who visited the cinema in Cardiff during the layover. They were both in dining so may not have wanted lunch, and the weather was awful by the time we did arrive, so maybe a totally unplanned event.
     
  15. GWR4707

    GWR4707 Nat Pres stalwart

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    However some railways timetables and websites are incomprehensible, I travel regularly by train so can read a timetable and likewise have a working idea of how preserved lines operate, however, I have at times looked up railways we have planned to visit and frankly been unable to make head nor tail of their published material.
     
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  16. aldfort

    aldfort Well-Known Member

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    All this self flagellation is lovely. Of course we must all do better in the heritage rail sector. We are tourist attractions and we need to understand that.
    However stop and consider for a movement how far the movement has come in 50 years. Now if you're a volunteer give yourself a tiny little pat on the back.

    Done that - right back to the flagellation! :)
     
  17. Spamcan81

    Spamcan81 Nat Pres stalwart

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    Some could indeed use a lesson in website design.
     
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  18. mdewell

    mdewell Well-Known Member Friend

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    Or at least some lessons in proof reading. . .
    (I'm in the process of collating Special Events for my website and the number of fairly obvious mistakes I keep finding beggars belief (e.g. dates not matching days (Sunday is not the 15th etc), references to 2019 (obviously last year’s event has been cut'n'paste for 2020 but not updated to reflect the correct date), and countless grammar and spelling mistakes.
    It doesn’t reflect well on the professionalism of these organisations (and there are some large railways in this list!)
     
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  19. Steve B

    Steve B Well-Known Member

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    One aspect of this that I don't think has been commented on yet (forgive me if I've missed it) is the influence social media has on reputations and people's perceptions of an attraction. Trip Advisor and Google reviews are but one aspect, but comments on the likes of Facebook and internet forums can also be damaging. I fully understand why many railways don't publicise failures of trains, derailments in the loco yard, etc., because, much as though I would be interested in what happened and what can be learnt from it, Mr & Mrs Joe Public might be a bit more wary of visiting as a result. Even within the enthusiast world, where one might expect readers to be more discerning and understanding, we need to be careful in what we write, and in what manner we do it, and for what purpose. Not everything is a suitable subject for airing in the public domain. Likewise, pouring scorn and criticism on a heritage line just because we feel like it can reflect unfairly on the line that may well have different needs and priorities at the time. It can also be very demoralising to those labouring hard to sustain and improve things. Ignorant criticism from the public can be hard. Ignorant, or bigoted, criticism from fellow enthusiasts comes much harder.

    Those of us who feel miffed by a damning, factually incorrect, and ignorant report of our favourite railway on Trip Advisor might want to think carefully before launching into a rant about another line on social media. It could be detrimental to the reputation of the line concerned, and put people off volunteering/visiting/financially supporting/publicising it. All of which things might be just what the line needs to improve.

    If you want an example, check out the WSR thread. And take note of the occasional comments from those who say that what they have read there puts them off.

    Steve B
     
  20. Gladiator 5076

    Gladiator 5076 Part of the furniture

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    I have just spent 5 minutes finding out when a line ( I will not mention which one) starts operating this year. Maybe expecting a tab or drop down with timetable I am expecting too much.
    I eventually found it under whats on, standard day travel then a timetable further down the page.
    I also it seems could have linked through from the events calendar, but I thought I was not looking for "an event" as such. All perception I suppose.
    If I was not an enthusiast I may well have given up before finding what I wanted.
     
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