Tazi Hupefi
Member
The issue with staff complaints is that for every genuine one, there's a far higher number of either completely bogus or unjustified complaints from disaffected passengers. That's before you get to the increasing number of cranks, enthusiasts etc with some quite bizarre requests and suggestions that often marked as such.
Most TOCs have a policy of not awarding any compensation (vouchers etc) in respect of a staff complaint except in pretty exceptional circumstances because historically all it did was encourage people to make up, or embellish an issue that did not exist, or did not go how the passenger described.
That doesn't mean that feedback is not appropriately documented and reviewed - or that it is not valued by a TOC. Aside from the TOC, the ORR is really quite interested in the category of complaint/feedback that a TOC receives, and does identify patterns/problems from that. So a widespread ticket issuing problem would not go unnoticed if there is indeed, a genuine problem and customers take the time to complain.
Most TOCs have a policy of not awarding any compensation (vouchers etc) in respect of a staff complaint except in pretty exceptional circumstances because historically all it did was encourage people to make up, or embellish an issue that did not exist, or did not go how the passenger described.
That doesn't mean that feedback is not appropriately documented and reviewed - or that it is not valued by a TOC. Aside from the TOC, the ORR is really quite interested in the category of complaint/feedback that a TOC receives, and does identify patterns/problems from that. So a widespread ticket issuing problem would not go unnoticed if there is indeed, a genuine problem and customers take the time to complain.