London Midlands wonderful customer service (sarcasm intended)

This morning I was issued with an unjustified fine by London Midland staff. Attached is a letter of complaint I have sent to London Midland to appeal against their jobsworth mentality and absolute lack of any common sense at all.

To whom it may concern,

On the morning of Wednesday 22^nd August 2012 I was issued with a fine of £20 for not being able to produce a ticket upon arrival when travelling from Dudley Port station to Birmingham New Street station.

I wish to appeal against this Penalty Fare Notice.

My name is Sam Britton; I live in Dudley and work in Birmingham City Centre so commute to and from New Street station every weekday.

I arrived at Dudley Port at 08:20 with plenty of time to spare for the 08:28 train. When I arrived the ticket booth was open, which if you’re not aware is a rarity. It is more often than not closed, the self service machine is also vandalised so usually I have to purchase my ticket at New Street station.

When I approached the ticket booth it was obvious there was some sort of argument going on between a passenger and the ticket attendant on duty. This had formed quite a large queue already which I joined the back of. I waited for several minutes and the queue did not move, so along with others waiting in the queue I headed to the platform as the train was due to arrive at any moment. I had the intention of buying a ticket on board the train or at the station like I usually have to as you don’t staff the Dudley Port ticket booth often.

Once on board the train, a ticket inspector was not available to purchase a ticket from at the back of the train where I usually sit, in case of these situations. I looked down the carriage to see if an inspector was on board, but given the time of day the train was heavily loaded and I couldn’t freely move along the carriage to see if an inspector was available.

When I arrived at New Street I went straight to the Victoria exit and sought to buy a ticket from the attendants there. When asked by a London Midland employee if the Dudley Port ticket office was open I was honest and explained why I was unable to purchase a ticket. The attendant then looked at me as if I was scum and asked for Liam (a manager I presume) to decide whether I was to be fined or not, to my utter surprise.

I explained the situation to Liam as I had to his colleague and he didn’t seem to care about my situation or the poor service I had received from London Midland and refused my payment for the £5.10 return ticket I purchase every weekday.

I asked Liam what my options were and he stated that I had to give him my details and if I refused he would pass me on to the police officer on duty. My average morning commute had ended up with a London Midland employee threatening me with my imminent arrest!

I feel that if I had lied and told the ticket attendant the ticket office at Dudley Port was closed none of this would have happened.

I am an honest individual who commutes to Birmingham five days a weeks for work. Now I feel as if I am being treated like some sort of criminal.

I asked both the ticket attendant and Liam what my other options would have been and they had no answer for me.

So I’ll ask you the same – what were my other options?

To wait for the next train that would have made me at least half an hour late for work at my new job – hardly the best impression in my first few weeks of working there.

Would you have explained to them why you as a company had made me late for work?

Would you as a company reimburse my employers for that lost half an hour?

I am appealing to your common sense and hope you will repeal the fine.

Yours Sincerely,

Sam Britton