National Express East Anglia bullies - an update
I thought you might be interested in how I was progressing with my complaint against National Express East Anglia - you may recall I blogged a couple of weeks ago about how their staff bullied my wife to tears over a glitch in the Oystercard system.
I got a response from their customer service team, which was very apologetic:
"I was very sorry to learn about the poor level of customer service you experienced on that day. Please be assured this behaviour will not be accepted and I am very sorry that it ruined your day. Rudeness or discourtesy on the part of our staff will not be tolerated, so I am sorry that you should have been given cause to complain."
However, it then went on to infuriate me with this passage:
"Whenever we receive a complaint about how our people behave the relevant manager investigates and conducts interviews with the staff concerned. I'm afraid the Data Protection Act prevents me from advising any further details regarding the action taken against the member of staff in question, however I can assure you this matter will be treated with the utmost seriousness and the appropriate action taken."
Whilst I totally understand why they don't want to give out the personal details of individual staff to me via email (and I never asked for them), it remains unclear from the response whether my complaint was actually upheld. Or whether they did anything to investigate the incident beyond asking the staff involved. In fact, as far as I can tell from the email, after discussing the complaint, the staff on duty were maybe shot at dawn, or maybe they all went down the pub and had a big laugh about it. Who knows?
Anyway, I've complained to London TravelWatch that I am unsatisfied with the response, and so National Express East Anglia now have 20 days to respond to them with, hopefully, a fuller account of how they have handled the complaint.