I think that cigarette-smokers are selfish and obnoxious in their habit; that people who vape are as bad, or worse, due to the vast plumes they exhale; and that I would be morally justified in spitting in the face of anyone who blows smoke into mine. I also dislike Scotrail, my local purveyor of late trains – I run a parody account on Twitter based in my dislike of them, I have been broadcast on BBC Radio 5 Live talking about my dislike of them. I do not want you to go away from this thinking, “Maybe he quite likes Scotrail” – no.
In a series of pointless endeavours, I think my favourite – in terms of sheer ineffectiveness – was Scotrail’s taking the time to post No Smoking signs across their open station platforms. Have you seen it deter anybody? I am constantly at various stations across Glasgow, and I have never once seen somebody, on the verge of igniting their cigarette, notice the signage and reconsider. Most days, I let it slide – easier to be silently annoyed than to engage with someone and ask them to act. The only thing less pleasant than the stench of tobacco smoke is a belligerent smoker who is being denied nicotine. Furthermore, in the absence of any visible staff, you are directed to make a complaint via the Information Point, essentially a speakerphone which offers no privacy and which broadcasts loudly across near-empty platforms. To do that invites a whole other level of conflict, as you plainly grass someone up, in front of them, rather than address them directly.
I have considered why Easter Monday was different. It is fair to say that I am naturally grumpy, and for a rare moment I found myself enjoying relative peace and quiet, on a deserted platform, on a bright and sunny and comparatively warm day. This brief enjoyment was interrupted by the new, unmistakable, and disagreeable odour of burning tobacco – the source of which was quickly identifiable as a woman standing opposite me across the tracks. I watched as the sole Scotrail employee, doing her rounds and wearing her yellow hi-viz vest, approached this person breaking at least the rules, and possibly the law (despite it not being an enclosed space, I think the legislation was extended to encompass it. Scotrail is certainly quoted in the media as saying they would involve British Transport Police in such instances, should anyone refuse to comply with the ban.)
There was no admonishment. The woman, who had since sat on a metal bench, looked up as the employee passed, and there was some simple greeting in that moment – a smiled “Hi”, a slight raising of eyebrows perhaps: a shared and friendly acknowledgement of each other’s existence. The employee continued on her way, reaching the nearest No Smoking notice just seconds later. It was at this point, having observed the behaviour several times before, and with time on my hands as I waited on my delayed train, that I took the main course of action pursued by many of us – and used social media as a means of complaint.
Scotrail’s online grouch responded quickly, wanting to know if I had “made the staff aware.” Aware of what – the rule of law? A gap in their training or in their enactment of it? Of the duties involved in carrying out the job for which she was being paid? I answered with a degree of cheekiness, expecting this conversation to go nowhere – as most complaints to Scotrail (and all of their cancelled trains) do. It was their next reply that firmly angered me.
“Our staff wouldn’t walk past somehow smoking and not say anything,” I was curtly informed, with the blind indignant allegiance often reserved for use by the parents of children who bully, or who otherwise commit misdemeanours. I know what I saw. I could have filmed the infraction, and provided visual evidence, but I am not given to this imposition on people’s lives – you do not want to be recorded doing your job unsatisfactorily, nor having a wee seat with your bags of shopping, neither do I and I have no desire to make such intrusive records of other people. There is likely to be footage, of course, thanks to the prevalence of CCTV cameras – all they would need to do is look at the coverage of Platform Two, from 2:10pm on Monday 17th April.
Our conversation proceeded exactly as predicted. Not content to merely disavow facts with a quickness to rival that of America’s premier liar-in-chief, they also mimicked President Trump’s use of the “gaslighting” technique. Finally, defending themselves by referencing my choice of vocabulary, I was promised assistance and promptly ignored – the wall was up, no correspondence would be entered into because I had written a sweary-word. I could let them know next time, they said, and they would act. I countered that I had let them know this time, but they had showed no interest. Why would I waste my time again? Why did they waste theirs, putting up signs that seem to be purely decorative? At best, complaints are discouraged (“Please use the loudhailer to alert the entire vicinity”) or mishandled, and, at worst, they are completely disregarded and your personal credibility will be disputed. I was eventually given a link, to make it formal, but I have no reason to believe it would achieve anything. Instead, I have written and will publicly share this, feeling better that I have used the experience creatively.
I first attended a live music gig in October 1998 and, writing in April 2017, I have been to about three-hundred-and-fifty others since then. I did not intend to become someone who travels around the country, and occasionally the continent or across oceans, in the pursuit of hearing my favourite bands – but that is who I am. It is possible that I just grew older and cantankerous, but it is equally possible that gig-going has been ruined by online ticket sales, the secondary resale market, and self-obsessed pricks with camera-phones.
It was in 2000 that I began to regularly attend concerts, buying tickets in person from one agent that still exists and two record stores that have closed down. Occasionally, I would buy from the venue direct – the crowning glory being a ticket in the second row of the Edinburgh Playhouse stalls to see Alice Cooper with Dio. I was in the right place at the right time to see the Lostprophets’ first ever Glasgow gig, and Pantera’s last. The influence of a friend (and the cancellation of his scheduled T In The Park festival appearance) meant that I saw David Bowie play what became his final Scottish show. I watched Brutal Deluxe play the Cathouse to an audience of six people, and Iron Maiden play the first Download Festival to sixty thousand. I was there when FFS (Franz Ferdinand and Sparks) played their debut live show, and I flew from Glasgow to Los Angeles just to witness a rare 75-minute Combichrist techno set. In short, my experience has been as wide and varied as my taste in music.
I still enjoy going to smaller club shows (aside from the insufferable selfie-takers, iphone photographers, and especially those who film video with their phones in portrait mode), but trying to obtain tickets for anything popular has become so much of a chore that it has sucked the joy right out of the whole endeavour. Chronologically, my recent gripes have been with the Reeves & Mortimer tour cancellation; Penn and Teller’s UK tour; Alice Cooper’s 2017 presales; and the BBC 6 Music Festival.
Bob Mortimer required emergency heart surgery, meaning that he was unable to perform as scheduled. See Tickets refunded, but kept the transaction fees that everybody had been charged when booking seats – leaving me three pounds out of pocket. Now consider, they had sold out venues every night, each averaging about two thousand seats. Suddenly it is apparent that See skimmed several thousand pounds off a man’s poor health – which is pretty reprehensible.
In 2016, when I was trying to buy four individual tickets to see my favourite band play in four UK cities, See advised me that they offer no “add to basket” option, and would force me to pay a transaction fee on each brief. Thankfully, I used individual agencies and went to the venues own sites and managed to pay a more sensible amount.
Lately, it has frustrated me that both Iron Maiden and Ricky Gervais have opted to use Ticketmaster in their seemingly noble bids to combat touts. Ticketmaster IS the tout – they operate two different secondary resale sites, with alleged evidence that some briefs are diverted for sale there without ever having been made available through the primary channel. Iron Maiden have claimed success with their “ticketless ticketing” system for the 2017 UK tour, while Gervais inflated the price of premium seats himself – giving the additional spend to charity, but again limiting access to only the wealthiest. Despite their assertions, it is not “fairer to the fans” that these high profile acts endorse the one ticketing agency that we all feel ripped off by.
In December 2016, I decided to jump on my chance to see magicians Penn and Teller, whose television career I have been following since the mid-1990s when Channel Four aired “The Unpleasant World of” show. I soon learned that TicketSoup, which was formed by and used to cover sales for Glasgow’s SECC and Clyde Auditorium, had been taken over by or merged with the dreaded Ticketmaster. So began the pain – I logged on and selected (from an interactive plan) the seats that I wanted, at which point an instructional box popped up. Due to high demand, it informed me, I would be unable to select my own seats and instead it would offer me whatever was available. My chosen seats at the front of the first circle had been greyed out, and in their place would I like two seats on the fourth level, three rows from the back wall of the theatre? Not knowing any better, I accepted, suddenly miles from where I wanted to be to see the performance. Insult to injury, the next day a second date was announced, and when idle curiosity (or masochism) made me look at availability, I could have at least had third level. I cannot say that I hold the same enthusiasm, knowing that I was deliberately diverted into buying seats so bad that I will be watching expert sleight of hand from virtually outside.
That same month, Alice Cooper announced his first UK tour for five years – excitement soon tempered when it was revealed that these gigs in standing arenas would be all seated. If you wanted to be at the front of the stage, you would have to find a seat located there – and good luck to you. Presales were announced on his official site and for customers of two different corporations – one telephones, one home energy. The next day, there would be presales through Ticketmaster and AXS, and on the individual venue pages, followed by general sale the day after that. You had seven places to try, therefore, in pursuit of a decent spot – more, if you planned to try and catch a couple of shows, and his diehard fans often travel to see the lot.
He did at least guarantee a ticket near the front, provided you paid a premium for one of four different “VIP” packages that were on offer. No need for luck, all you need is money – specifically, £482.50 to sit in the front row (and meet him, and various other unnecessary stuff – merchandise and photo opportunities and the like.) Alternatively, you could slum it in rows two to five, for just £426, and meet him but for less time – or whatever the supposed perks are. Personally, some of us just enjoy being down the front to see an iconic showman play his hits accompanied by the finest musicians he can find.
The Alice thing irked his entire fanbase, certainly on one respected and thorough forum. With all packages accounted for, his diehard fans would now be located fifteen rows from the front, behind the casual fans with money to burn, having to find the best available tickets for each location they plan to visit – a tedious process to be repeated as remaining availability dwindled at every subsequent venue on the list. The VIP experience used to be an upgrade, on previous tours, but Alice’s personal assistant (who was very sympathetic) says that sales soared when they included the ticket too. So to Hell with the fans, it is all about ticket company profits.
For my part, I was offered one seat – too far back, though in the centre section, and I declined it – and was automatically then assigned a number of seats dotted around the outskirts of the floor, declining each in the pursuit of something nearer the stage. This was in the presale, and then in the general sale I tried again – and bought again, when I found I could be in row seventeen instead of row thirty. If you want a ticket to see Alice Cooper in Glasgow this November, I have a spare to sell – it is right in front of the sound desk, so if you just want to see the show from the position which should have the best sound (since that is where the operator is listening from), then we can talk. Me, I want to be nearer the action.
I do love my music, which is why I never listen to the radio – a medium where it is used to fill gaps between irritating commercials, or as an interlude from the banal chatter of witless presenters. It was social media that alerted me the 6 Music Festival was coming to Glasgow this year, and I was so excited at the announcement of Sparks that I had to be told directly that they had further revealed a Depeche Mode gig at the relatively tiny Barrowland Ballroom. It seemed a strange choice, given the size of venue (the festival would also encompass the city’s Academy the same night, which holds more), and also for DM’s history here. Singer Dave Gahan’s immediate assertion that they’ve always had a good time here failed to ring true – they played this city in 1986, and did not come back until 2009 (they played Edinburgh in 1988, so their eventual return was twenty-one years after they had last been in Scotland, and twenty-three since they played Glasgow – where, a first-hand source told me, he saw them booed off stage for miming.) Most bands who love us and who regularly tour try to play more frequently than twice every quarter-century.
Aware of these facts, having previously had to travel to Manchester and London in 2006 to see them, my oldest friend and I had decided for various reasons that we were not going to attend any more of their UK dates. The exception, we both instantly agreed when we heard the news, would be this intimate club set. All I had to do was secure tickets.
A local club DJ stated (perhaps with inside knowledge) that 1400 tickets would be sold, in a venue that usually holds 2000, and my estimate now is that they probably did lose about a third of the capacity due to extended staging, set dressing, and the various technology required for recording and broadcasting. I submitted a Freedom Of Information request after the fact, regarding numbers, but the BBC snippily replied that they were not obliged to provide the data and refused to do so voluntarily. It would have been interesting to learn just how far demand outstripped supply.
Due to go on sale at 10am one Friday, I was poised and on the website twenty minutes ahead of time – but clicked away as, I have learned, the link quietly went live fifteen minutes early – placing customers in an online queue, and putting me thirteen minutes behind those who had already discovered the fact. By 10:08am there were no DM tickets left for me, and I hear they sold out faster than that. I could have accepted my poor fortune, if the process had seemed at all fair.
It would be reasonable to think that a portion of tickets could have been allocated for local collection in person only, as the online system was swamped with keen English people and Europeans taking advantage, in the knowledge that trains and flights and hotels can be had for a comparatively low cost. Had a percentage of tickets been kept aside for those in the vicinity, we would have camped out overnight like we used to – knowing we were being held in a queue, on account of the fact we would be able to see all of the people in it. What is the point of taking the festival to different cities every year, if you refuse to guarantee entry for at least some of those living in the vicinity? It might as well be hosted annually in London.
The online system advised not to refresh the browser page, or risk losing your place. One friend, frustrated at the lack of availability, refreshed the page and was rewarded with the option to obtain a pair – suggesting that, as well as going live prematurely, the dedicated site had glitches.
My intention had been to buy four tickets, the two I needed and a further two to sell at face value (I knew a few people looking) – I would be a hero to somebody. Instead, I failed.
The touts succeeded, of course – instantly listing on sites like Viagogo for seven, eight, nine hundred pounds. Touts used to stand outside in the rain, they invested a bit of time and effort. If you were smart, you could wait until showtime and then haggle the price – offering face value (or less) and knowing they would either take what they could get or keep hold of a worthless piece of paper. Not now. Now anybody looking to make a fast buck can do so without standing up.
The BBC reacted quickly, promising that nobody who bought on the secondary market would get in. Absolutely, definitely not. No chance. ID to be checked on the door. very strict, do not attempt it. That policy worked well – and I say that with the sarcasm of someone who bought a ticket on Twitter for the Sparks and Goldfrapp gig, and who can be seen in the BBC’s own footage, at the barrier, applauding the former after their performance of “Dick Around.” Meanwhile, another friend bought tickets for DM, and then forked out for a fake ID (which she had to order in the name of the man who had originally paid for the tickets) – not only was this ruse successful in getting her in, it makes a mockery of the whole enterprise: forced to fund the secondary ticket market AND invest in the equally immoral practice of forging identification documents.
For my part, a generous stranger purchased a ticket for me on Viagogo (the reasons for this are a story in themselves), leaving me desperately trying to find my friend a way in. This friend, I have written before, introduced me to DM and they are her band. It was imperative that she be there, to which end I racked my brains and investigated every avenue. It was hopeless.
On the Saturday, the Gigs In Scotland Twitter page announced a handful of tickets would be immediately released for every venue that evening – I can only presume that this was from the allocations reserved for the BBC, and released for sale once they knew how many staff, guests, and VIPs they expected. It was 2:27pm, and the official BBC 6 Music page retweeted the information, meaning that Gigs In Scotland was the original source of the news. Come the Sunday, I sat on their page from 1pm until 4pm, refreshing constantly, only to discover – nothing. In vain, I phoned the Barrowland, who confirmed that there would be no tickets on the door that night, and no Production tickets released. It was over. I had exhausted every option.
I phoned my friend, adamant that she take my ticket, which she refused with equal stubbornness. Short of marching her there, I had no choice but to concede. My enthusiasm was gone, replaced with the sadness of knowing that I had let down my oldest friend, my closest confidante. I had a way in for myself, but was disconnected from it – a gift from someone I have never met, unrelated to my persistence and effort. I could take it or leave it, and would have surrendered it in a moment had my friend only agreed. Instead, I used the tout-sold ticket that the BBC had definitely blocked, and went in to watch my best friend’s once-in-a-lifetime dream gig, without her.
The stage had been extended to accomodate the band, with fully grown trees felled and placed at either side as set dressing, both highlighted with ultraviolet paint. The ceiling tiles had been similarly marked, in various colours, to brand the hall in the 6 Music Festival style, and camera equipment further reduced the crowd capacity. They brought us a band who had ignored our city for most of my life, shoehorned them into a space they had made to look nothing like it usually does, and excluded most of the home audience from attending. The gig was amazing, but the overall experience was awful.
Above: In the words of Joseph Heller (Closing Time, 1994) “The Freedom of Information Act…was a federal regulation obliging government agencies to release all information they had to anyone who made application for it, except information they had that they did not want to release. And, because of this one catch in the Freedom of Information Act…they were technically not compelled to release any information at all. […] It was a good catch…because the government did not have to release any information about the information they chose not to release…”
I recently owned a beautiful keyring. Elegantly designed, it was a slim metal cylinder with one rounded end. The other end butted neatly to a small metal cube which had a circular hole through it, above which the keyring attached. The cylinder could be unscrewed – a piece of precision engineering, with a nice weight and action to it – to reveal the spiral shaft of a corkscrew, the cylinder then sliding into the hole in the cube to become the crosspiece. It was sleek, but underused. In the two years I had it attached to my keys, alongside a bottle opener that has accompanied me for a decade, it served its hidden purpose only a handful of times.
In honesty, I had forgotten there was a corkscrew on my keyring, because I used it as a keyring more than as a means of removing the stops from wine bottles. I was only reminded of the fact in the same instance that I ceased to own it, in the moments when Bristol’s airport security identified and confiscated it.
In truth, it was a civil and almost pleasant interaction, as a female agent (surname Ilyas, if any journalists want to verify this account) checked whether she could return it to me. With only hand luggage, I would have to surrender the item. I could, she said, collect it on my return. I needed to point out that this was me returning, flying home to Glasgow after a weekend away. They could retain and post it to me, she advised, and in a decision I now regret I declined. They wanted to charge me shipping and a handling fee of six pounds, and I hastily reasoned that it would cost almost as much to just buy a replacement.
It is a shame that Glasgow’s security staff were not as vigilant. If they had clocked the offending object, I would have left it in their possession until my return. At a push, the person who dropped me off at the airport could have come back and taken it away for safekeeping. Glasgow Airport, however, home of a famously-thwarted terrorist attack almost exactly eight years ago, also allowed me to board my flight without once checking my passport.
Permit me to repeat that. At Glasgow Airport, on Friday 3rd July 2015, I was able to effortlessly board my flight without having my identification checked and while – it transpires – carrying a restricted item.
How did I manage it? By checking in online, with no hold luggage to deposit at the desk. I took my hand luggage straight to security and merely scanned my boarding pass to gain access. At the departure gate, an airline representative again scanned my boarding pass, but without asking for or looking at my passport. On the plane, I was able to just walk in and take my seat.
I am certain that interested parties with the relevant clearance will be able to confirm this by studying the CCTV footage which must surely exist.
It says very little about the “security” measures implemented in airports, suggesting they are for show – and rely on sheer luck – as much as they depend upon intelligence and scrutiny. That keyring has flown on my person three times from Glasgow, once from Berlin, and once from Bristol. It was noticed ahead of the sixth flight it was bound for.
My carrying it on all occasions was purely an oversight, with no criminal intent. The realisation, combined with this complete failure to verify my identity – on the parts of both airport and airline – does not exactly instil confidence.
I can accept that a partly-concealed corkscrew will go unnoticed for a while. With the advancement of technology and the increases in legislation and prohibition, it is important that airports do not forget the basic age-old check of looking at passports. It should not be possible to board a plane using only a home-printed piece of paper.
Dear UK Mail,
What an absolutely splendid job you are doing, of delaying my parcels by not delivering them and then – when queried – of dishonestly claiming to have attempted delivery. I trust this letter will give you some insight, although I suspect that – rather than enabling you to better the service you pretend to provide – you will instead learn to lie more convincingly.
I recently bought some record mailers, in bulk, and on the promise of next-day delivery. I bought them on a Saturday, and gave the company full leeway – perhaps they would not process the order until Monday, and I permitted them until the Thursday before enquiring as to the whereabouts of my parcel. Since I am presently working from home, you can maybe imagine my surprise when they informed me that, “The carriers have attempted delivery however they have advised each time there is no contact /access.”
Above: Some record mailers. Admittedly not the most exciting purchase of my life. Photo: Sounds Wholesale Ltd.
My response? “At the risk of calling them liars, the main door to my tenement building opens if you push it – there’s no secure entry – and, presuming they managed to overcome that small obstacle, it’s normal practice to leave a card when a delivery is missed. I have been checking every day since Monday – no parcel, no card.”
Subsequently, they managed to fulfil my order the next working day. I mentioned to the driver about the absence of a card, and he somewhat accusingly told me he had left one. Given that he seemed angrier about it than I had anticipated, I accepted that we were at an impasse and did not pursue the matter.
In the meantime, I had placed a second order with another company, for some stiff card envelopes. When these, too, failed to materialise in a timely manner, I contacted them and said, “My parcel should have arrived two days ago, by the latest estimate, and I’ve already had problems with UK Mail this week. Can you chase it up?”
Guess what they told me?
“We do use UK Mail for our Courier deliveries.
They have already tried to deliver your parcel on 2 occasions, but were unable to gain access to your building.”
Let me repeat that my block of flats has an unsecured communal entry. Access is available by PUSHING OPEN A DOOR, and your driver had previously managed that when bringing my record mailers. Had he somehow forgotten the process in the course of a few days?
More intriguingly, if he cannot operate a door then how does he get in and out of his vehicle? I presume he has a vehicle, and does not simply carry parcels around by hand. If that is indeed his method, it could account for the slowness of delivery.
Helpfully, this new company said they would ask for my parcel to be left in the foyer – that is, the close – which suited me fine. I live in a relatively quiet area, and trust my neighbours. Previous parcels have sat for days untouched outside my front door, circumstances being what they were.
Today, the next working day, I stepped out of the shower to discover a Missed Delivery card had been pushed through the letterbox. No sign of the parcel, and no details filled in on the card. Now I need to reschedule an already-late delivery, and I have just sold a whole load of stuff on Ebay that I am unable to post as the envelopes are somewhere in your depot.
To reiterate, I was told by one company that “each time” you had called there was no access, and the other company told me you had tried to deliver “on two occasions.” In both cases, a simple inquiry to them resulted in the delivery arriving the next working day.
I am calling you liars due to one key fact. If, as claimed, you had already visited my property twice, why did it take until the alleged third time before you actually left a card?
Far more likely, I feel, is that you claim to have attempted delivery because it is cheaper and less time-consuming than actually attempting delivery. Then you can force people to reschedule at a time when there is a greater chance of them being home.
I find myself in a position where I need to buy more packing materials, but am tempted to shop elsewhere purely so I do not have to deal with UK Mail again. This is hardly fair on the companies whose business you are impacting, however I suspect this level of service is indicative of your general disdain for customers. I need these products when I need them, and not when you can be bothered to physically turn up with them after having pretended to.
Without being wholly naive, I cannot expect this email will make the blindest bit of difference to your attitude or your business model. Unless, of course, this is a poor example of how your organisation operates and my local depot is just employing a lazy bastard or two.
Update: When I tried to send this, I discovered that the website does not offer an email address, and the contact form has a character limit which is less than half the length of this letter. Furthermore, when I input the card number and my postcode, to rearrange delivery, it told me there were no results found. The card has a promotional offer advertised on it, which expired six months ago – should that explain anything. Personally, I am done. If you ever get the chance to use UK Mail, avoid it.
Having sent this email and received a reply so brief as to be almost non-existent, which also continued in its failure to address anything I had said, I wrote back without particularly holding back:
Dear Mr Farress, “Customer Relations Consultant”,
I trust you had a pleasant Christmas, and presume that you over-imbibed: only the presence of a monstrous hangover can possibly explain the brevity of your latest reply.
The alternative is that Virgin Trains are even less interested in providing adequate customer service than they are in ensuring trains run punctually, or at all.
I have written two letters of complaint, totalling eleven full typed pages, and so far you have failed to directly address a single sentence. Putting in a modicum of effort is unlikely to kill you, despite how it might feel – suffering as you must surely be from your festive alcoholic over-indulgence. I would have been happy to wait until the New Year for a response, had it meant you were sufficiently clear-headed to send me an appropriate reply.
I see now why your previous letter was full of copied-and-pasted (albeit irrelevant) paragraphs – left to your own devices, you have misspelled the word “cancellation,” an error which seems glaring given how many times you must encounter it in the course of your working life. Furthermore, you have asked me to “send through the relevant tickets” – I attached photographs to my original email, and you will find them there if you peer closer through your booze-induced fug. I can send them again if you prefer. You have already wasted so much of my time, you may as well squander a little more.
To remind you of the facts, I had booked four Virgin Train journeys in the space of six days. Of those four trains, two were cancelled and one arrived late. You have completely failed to address any issues mentioned with the staff, the service provision, or the level of customer service encountered thus far – most of which has been unsatisfactory.
I understand that, as a major company and in line with others of your size, you do not need to particularly care about any given customer’s experience. We are all but drops in the ocean to you. However, you most certainly do not lack the funds to reimburse me for my tickets and for the inconvenience and distress caused. Even discounting the refund of the concert ticket, which you refuse to pay despite forcing me to miss the gig – my sole reason for travelling – you should still be held to account.
I therefore repeat my request that you issue me a payment of £120 to cover my expenses, the abomination of a service you barely provide, and the stress and worry caused as a result of your actions and inactions.
I would also like a full reply to my original complaints, regarding the failure of station and train staff to adequately convey information.
I would ask to “escalate” this letter, but am informed by your Twitter team that I must telephone to do so – at my expense. They inform me that escalation will also occur if I include the VT-reference number attached to my initial email, however (having already included it in my follow-up communication) that previously returned straight to you. It is hardly escalation if we continue going round in circles, all my replies answered by the same work-shy inebriate who has exhausted so much endeavour in celebrating Christmas that he has no inclination to perform his job with any degree of competence.
Nevertheless, I will play by your rules. Please ensure this letter is escalated, and – once your New Year hangover has subsided and you feel able to write with relevance – I will be happy to hear what steps you will be taking to resolve this. In addition to receiving the payment and reply asked for.
While waiting for a reply, I am considering sending the whole of my correspondence to the CEO.
Update: I plan to write a separate blog to conclude this tale, but the upshot is – three letters totalling twelve pages later – they have refunded me £24 in cash (cheque) and sent me £100 in rail vouchers. My Virgin Train tickets, for the journeys which merited these complaints, cost me £90.
Virgin Trains cancelled my travel to Preston, UK, and that complaint can be read here. The following refers to that letter, their response, and the cancellation of a second train four days later.
Dear Virgin Trains, you are the Rolling Stones of cross-country commutes. I can’t get no satisfaction.
While I appreciate that, for a company of your stature, it is easier to throw money at problems rather than adequately address them, I had hoped for a better response. In addition to the cheque which you sent, reimbursing the first of my problem trips with you this past week, I had – perhaps naively – hoped you might address at least one of the many issues highlighted.
Your response, full of irrelevant standard paragraphs, assures me that you will be working hard on “improving the environment on board” two types of train “during 2014.” With two weeks of 2014 left, these proposed changes should have been enacted by now, unless you are planning a rush job – and it does not matter how comfortable your trains are if you cancel them and replace them with buses, as per the nature of my complaint.
As previously documented, in the six-page essay which formed the basis of complaint number VT-111214-xxxx, I had a train cancelled on Wednesday 10th December. A replacement bus eventually delivered me from Glasgow Central to Preston, and it was borderline unbearable. On Sunday 14th December, you then also cancelled my train from Manchester Piccadilly to London Euston. So much for your stated hope that “the work [you] are doing this year is reflected in [my] experience next time [I] travel.”
I have followed the band Combichrist religiously, pun fully intended, since 2005. Beginning as venue crew working for the local promoter and helping them load in their gear, I was instantly a fan of their music and of their live show, and have befriended them in the years since. I find myself in the rare and privileged position where my favourite band are as happy to see me as I am to see them.
They tour the UK annually and, since they changed promoter, I now make the effort to catch them a few times around the country during the one week in fifty-two that they are here. This is the sole purpose of my journeys to Preston and London recently, hence my annoyance when you punished my loyalty by hindering my travel arrangements.
With the poor experience of Wednesday behind me, my faith in your company was partially restored when – on the return leg the following day – your ticket office staff in Preston allowed me to travel on an earlier train home than booked, at no extra cost. In fairness, I was just happy to be able to take a train and not another excruciating replacement coach.
I then saw the band in Glasgow on Friday, with plans to see them in London on Sunday. This latter trip involved travelling with Scotrail, Trans Pennine Express, and Virgin Trains. Ahead of departure, I once again checked for any possible disruptions. It was absolutely imperative that I made it to London in a timely fashion.
On the Saturday evening, I had received a message from one of the band’s road crew (and drummer for their support act) saying he had mislaid his jacket in Glasgow and – with it – his passport. For an internationally-touring band on a strict schedule, this mattered. Could I, he wondered, help try and locate it?
Faced with the daunting prospect of tracking down a single black jacket from a gig that hosted four-hundred people wearing them, I offered suggestions and made enquiries. If the passport could be located and placed in my possession before mid-morning on Sunday, I would be able to carry it with me and return it in person.
It was a possibility, if the jacket had been lost or left in Glasgow. However, if it had been mistakenly taken home to Edinburgh or Aberdeen, then the band were looking at the prospect of either abandoning a core member of their touring party, or paying a hefty sum of cash to alter long-standing plans and amend bookings while waiting on an expedited courier to deliver it.
Against the odds, an appeal on their Facebook page resulted in its retrieval from behind the drum riser, where it had been safely hidden so well that it failed to turn up during two previous venue searches. Arrangements were hastily made, and I collected the jacket and its contents prior to leaving my hometown on Sunday. Together, we travelled to Manchester and alighted in readiness for catching the connecting train.
As I walked into the main concourse of Piccadilly, with forty-eight minutes to kill, I glanced at the departures board and saw that it did not yet list my onward journey. Looking around, I quickly spotted half a dozen of your red-coated staff dotted about and considered approaching them, to enquire if there had been any service disruption since I was last able to check. I quickly dismissed the idea as folly – sure, you had cancelled on me on Wednesday, but today there was not even a weather warning. It would be ludicrous to presume you could not do your job – so I thought.
I stepped out of the station momentarily, time being at my disposal, then made my way towards two Virgin trains sitting idle. I knew neither was mine, and yet I felt compelled to double-check. Imagine my dismay when, reading the information board, I learned that you had cancelled the 1515. Unlike last time, cancelling my travel was not just an inconvenience resulting in me possibly missing the gig. This time, the immediate continuation of the tour rested on this passport getting back to its owner.
By some stroke of luck, one of these two trains was bound for Euston. I decided I was going to board it, sick of the hassle you had so far caused me. Storming towards the station inspectors, with no intention of them stopping me, I was ready to tell them I was taking this earlier train. Your staff pre-empted me, and said I could get on.
Fighting through packed carriages, and crossing through the shop, I eventually found an empty and available seat. Three minutes later, we started moving. While joyful at the comparative ease with which I had managed to continue on my way, I remained furious that this had happened a second time.
With no idea when my new mode of travel was due to arrive, and aware that my tickets were booked for a specific train and thus not valid on this one, I opted to seek out the manager for clarification. The easiest way, I figured, would be via the shop. Sure enough, the chap serving there was able to provide our estimated arrival time. Then he confused me.
My ticket was valid, but my reservation was not. This, he assured me, would not pose a problem. If something is not valid, then surely that becomes a problem? All I knew was, I had two ticket-shaped pieces of paper, and one of them was invalid. Having failed to obtain the manager as requested, in the incorrect belief he had helped me, the presence of a sandwich-buying customer at the till-point cut short our conversation. I gave up, found the seat I had left, and tweeted to ask if you were taking the piss or just enjoyed my previous complaint letter so much that you want another one. In retrospect, you cannot have enjoyed it very much, or you would have replied to it directly and not in vague genericisms.
Reasoning that I should not be on this train, it occurred that I should definitely not be in First Class – so I went to sit there instead, seeking what little comfort I could from your appalling service. There, at least, I had a table and a socket where I could charge my phone. In truth, I fail to see the attraction – I had passed through emptier, quieter, and child-free, carriages to get there. The Wi-Fi might be free, but it is not up to much.
I had not been in First Class very long, before a trolley was wheeled through and free stuff handed out. I politely declined, reckoning that way you cannot accuse me of anything. In hindsight, I could have accepted a box of free shit – crisps or chocolate or whatever you put in it – and then, in this letter, pretended not to. The reality is I did not take anything, and it is probably this characteristic integrity and honesty which contributes to me being trusted to return American passports to their rightful owners, rather than clandestinely sell them to willing Russians.
Without warning, the ticket inspector appeared in the carriage ahead of me. I took a drink of water (which I bought prior to my journey, though I suspect I could have had some free while masquerading as a genuine First Class customer), and formulated the case I would present when handing my tickets over.
“You should not be in this carriage,” he would say, in the scenario I mentally concocted.
“If you look closer, I should not even be on this train,” I would contend. “Since the rules don’t apply, I will sit here, with a socket and a table and some legroom.”
If met with resistance, I would say, “Listen,” and gesture for him to sit opposite me while I relayed the tale which forms this email and the one which preceded it. Showing him the notes I had jotted down, I would give him the option of being a hero or a bad guy in this letter. He would obviously elect to be a good guy, and let me stay here, right?
How disappointed I was to be, when he simply took my tickets, circled the date in biro without question, and handed them back to me.
The mother at the adjacent table then engaged him in an involved discussion about the benefits (or not) of having a particular type of discount railcard. Having taken the time to relay the various merits, he turned back to me.
“Here we go!”, I thought.
His face showed a flicker of recognition. “I’ve done you, haven’t I?”
And he disappeared down the carriage, behind me.
What a hollow victory that was, Virgin. I had prepared my strategy and planned for battle, only to have my rebellion not so much quashed as unnoticed.
– – – – –
Once in London, my nostrils immediately assailed by the stench of piss which seems to define that city, I made my way to the venue. I found the stage door with relative ease, having once performed there myself in my occasional capacity as a stand-up comedian.
I could tell you how I came to perform stand-up comedy as a means of introducing Aesthetic Perfection, Mortiis, and Combichrist, to a thousand Londoners – in front of the band’s L.A.-based manager – but, frankly, given you all but ignore the content of my letters, you do not deserve to know.
[You, the curious reader, can find out a bit more on this post, over on my comedy blog.]
Suffice to say that it remains a life highlight, and a continuing source of personal disbelief, that – as the screen rose and a crowd of die-hard fans screamed for their heroes – all they saw was me standing there, microphone in hand, saying, “Yes, I know you want to see Combichrist. But first, a joke…”
This time, knocking on the stage door, I breathed the magic words: “I have Ben’s passport.”
I was ushered straight up the stairs and into the green room, and do not think I have ever been hugged so much in my life as I was that day. The band would now be able to leave for their ferry and continue the tour as scheduled, your cancellation of my train a mere blip on the route to this happy ending. Having travelled from Scotland to London every year since they played a one-off December show there in 2005, I was glad that it finally served a practical purpose: my appreciation of a good live music show prevented a lot of unnecessary expense and red-tape.
The gig itself, I enjoyed. There are minor differences in the set-list every night, and variations in the band’s onstage antics (every one of them is a showman and performer as well as a consummate musician), and I might not travel as much if they spent their evenings trundling out a tired wade-through of familiar crowd-pleasers. No, this is a highly energetic band who never seem to have less fun onstage than the audience do watching and listening to them.
I partied with friends – also fans – and then with the band after the show, leaving them to make their way to the coast and mainland Europe as I wandered into the early-morning darkness in pursuit of my 5:30am train back to Glasgow. Would you have cancelled it too? As it stood, I had booked four trains and you had cancelled two of them. This was your chance to pull back from being seventy-five percent shit and retain the reputation of only being half shit.
Hurrah! My train was listed as running to schedule. As soon as I was able, I boarded and took my seat, and you began slow-cooking me.
Firstly, I do not understand how you can call it The Quiet Zone when you broadcast loud announcements non-stop. You were making more noise than any of the passengers, repeating every destination twice per station – once on arrival and once (a minute later) on departure. And, my God, there were a lot of stations to stop at. The one positive was the sweet, blessed relief as the doors opened and a gust of fresh air blew in with each new set of customers. Sitting in a festering sweat-pit is not my idea of the “comfortable trip” you “aim to ensure” in the copied-and-pasted opening of the letter you sent regarding my Preston journey. I was that hot and uncomfortable I began to consider whether it could be the onset of the menopause, which I had never before thought my gender could even experience.
Having baked torturously for several hours, we finally arrived in Glasgow – late. Of four services in six days, you cancelled two and delayed one. That is a pretty poor record.
Furthermore, having made this journey annually for some years, I now know to allow myself a few days recovery time to get over whatever cold I invariably catch while travelling with you. It would, to my mind, be far more honest if “Air-Conditioning” was relabelled as “Recycled Breath.”
This year, presumably on the back of you effectively running an incubator of germs from one end of the country to the other, I have been infected with the most Hellish chest cold, which has impacted on my asthma and made every breath a chore and every cough a Herculean effort. Picture Patrick McGoohan on his deathbed in “Braveheart”, multiplied by Nicole Kidman in “Moulin Rouge”, and you have an idea of this discomfort.
In conclusion, then, I expect you to reply in a relevant manner this time and without resorting to your stock responses. I still request reimbursement for seventy-five percent of the price of the ticket for the Preston show, since you caused me to miss most of the gig. In addition, I expect you to reimburse my travel costs from Manchester to London, and from London to Glasgow, plus make a goodwill payment on top to cover the stress of having two time-sensitive journeys cancelled at zero notice.
For ease, here is a breakdown, in figures:
Preston ticket: £13.13 (75% of the £17.50 face value)
Manc – London: £35.50
London – Glas: £30.50
Which is a total of £79.13
Accounting for the discomfort and distress caused throughout this week by your failure to run trains – the sole expected duty of Virgin Trains – and taking into consideration the inadequacy of your previous response, I will be happy to receive a cheque for £120 to write off the whole sorry matter.
I look forward to your (this time personalised) reply.
Here is their lacklustre response. My reply to it is here.
Above: Their brief and misspelled reply. Read my response to it and them here.
Post updated to include a photo of their reply, 22nd December 2014. A follow-up complaint, addressing this and the cancellation of my London train four days later, can be read here.
Dear Virgin On The Ridiculous,
It gives me no joy to write this, which – coincidentally – is precisely the same amount of joy (none) which you provided on my journey to England yesterday. As I anticipate that this will be a lengthy missive, I recommend that you make yourself a cup of tea before you begin reading.
My favourite band tour the UK once a year, and it has long been my habit to see them a few times in that week, up and down the country. I reason that, since I have to wait twelve months for a seventy-five minute show, it makes sense to see a couple of their gigs, knowing that once they leave I will have another year to wait for their return.
To give you some indication of how passionately I love live music, and this one band in particular, I have seen them twenty-nine times, in five countries, on two continents. It was never my intention to become one of those fans who travels to see a given band, nor to follow them on tour, it was a natural progression and just sort of happened over the course of nearly ten years.
I am due to see them another twice this week, although that hinges – in part – on you managing to get me to London on my booked trains. After yesterday’s debacle, I have lost faith in your abilities.
With the recent Met Office warning that has been dubbed a “weather bomb” – enabling this country’s diabolical media to focus their front pages on photographs of waves when, if they had any kind of conscience to speak of, they would be systematically dismantling every lie to emanate from Cameron, Osborne, and Iain Duncan Smith – I was worried that my travel might be disrupted. So worried, in fact, that I looked into buying travel insurance that would cover cancellation, and “tweeted” you on Tuesday to ask about any known issues. I was assured that my train should be running “as normal”, and I subsequently packed for my overnight trip. Although I enquired if you offered any add-on insurance that I could buy, this went unanswered. Factoring in the costs of my excursion (train, hotel, gig ticket), and weighing it against the excess due on the one policy I found for UK trips, I realised there was little point purchasing any. Abandoning the endeavour would see me reimbursed a mere fifteen pounds. I would just risk it.
On Wednesday morning, with hysteria and panic leading mistitled “news” reports about a bit of wind and rain in mid-December, I considered it pertinent to check again. The service, you replied via Twitter, was still running. At my request, I was then directed to a webpage where I could verify for myself, nearer the time, that there were no drastic changes. The last thing I did before leaving the house was ensure my train was scheduled and punctual.
Having dedicated a not-inconsiderable amount of energy, time, and effort, to ensuring it was worthwhile packing and making my way to Glasgow Central – tempering my enthusiasm for being at the gig with the knowledge that I might not make it there – you may perhaps appreciate my dismay when, upon arrival at the concourse, the departures board announced that my train had been cancelled.
Crestfallen, I headed straight for Virgin’s office. The girl behind the counter cheerfully informed me that – despite the apocalyptic storm that had threatened to thwart my plans – it was a broken-down freight train causing my chagrin. With everything now in disarray, I wondered what my options were. It was 15:20 and my train was due to leave at 15:40, arriving in Preston at 17:55 – with venue doors opening at 19:00.
Somewhat less than ideally, I would have to board a chartered bus to Carlisle, catching a train there to complete my journey. Estimating two hours of coach travel, the girl suggested it might be a further hour by rail after that. Not particularly enamoured with the idea of heading two-hundred miles only to miss the sole reason for going, it struck me as foolish to abandon my plans at that stage. Better, surely, to take the chance and hopefully catch some of the headline band, at least.
Your office was filling up with people idly awaiting the promised coaches. I elected to wait outside, at the Gordon Street entrance if you know the geography of the station, desperately hoping I might get on the first coach and make a speedy departure. Denied. The more I looked for the promised bus, the more it was not there. Equally scarce were any Virgin staff – presumably hiding from the wrath of other disgruntled and inconvenienced would-be passengers.
Eventually, one woman did come out, a woman with the dark-haired, craggy-faced look of Alice Cooper about her. I neglected to mention that, out of politeness, but said politeness was sadly not reciprocated. In answer to my question, about buses and destinations, she curtly said “I’m going in here,” as she failed to break stride while marching back into the office. I have worked in customer service much of my life, and learned long ago that basic manners cost nothing and – indeed – reflect well on a company. I could have said as much to this woman, hindered only by the fact she had strutted off before the thought formed. Whatever her mission was, it did not involve the provision of timely information.
Two coaches eventually arrived, people thronging first to one and then to the other, as drivers tried to determine where they were bound. The little red-jacketed Alice Cooper woman – your representative in this sorry episode – reappeared and held a hasty conflab with both drivers, only after a dozen doddery old pensioners had taken ages hauling their snail-paced carcasses on board the rear bus. Duly it was announced that this bus would go to Preston direct, the front bus making the afore-mentioned Carlisle stop. These ancient ruins then took forever carrying their coffin-dodging selves back off the bus, while I silently hated them – with nerves shot and blood pressure rising from the stress.
Little Red Virgin Jacket promptly disappeared again, leaving me with absolutely no idea if I should take the Preston bus or go to Carlisle and transfer there. I figured it made sense to make my way directly to the concert location, rather than risk being stranded in northern England, climbing into the second bus. Stressed – in local parlance – out my nut, the bus finally departed a full thirty minutes after the scheduled train departure.
With no idea how long I would be incarcerated for, angry and frustrated at being forced to use a method of long-distance transport I despise, we were off!
I decided many years ago to always travel by rail or flight, and I have generally been happy with the service you have provided. My first coach journey was a nightmare, my naive and inexperienced nineteen-year-old self trekking to London for the first time, to see another band. The nine-hour ride lasted a full twelve hours, entering the capital at the very moment the support band took the stage. I was panicked, lost, confused, and harassed. Fourteen years later, you successfully managed to revive those feelings.
I enjoy the simple things Virgin offers – the promise of a table seat in a quiet carriage, with phone charging facilities; the chance to have legroom not designed solely for Douglas Bader or, for a more modern reference, Oscar Pistorius. These basic comforts were denied me, any semblance of quiet and calm annihilated by the banal chatter of people I can most accurately describe as tedious bastards. I mean, infuriatingly boring people with nothing to say, yet quite content to say it loudly and without rest.
One of the many, many reasons I jettisoned coaches as a method of going anywhere is the apparent seat design specification which caters only for frail old women. In my boots, I stand at six feet and four inches tall; I am broad-shouldered; I could do with losing some weight, but am not so fat as to have been mistakenly hunted for ivory. These moulded seats are, to me, some intolerable and mediaeval torture. They do not seem equipped to accommodate anybody with an internal skeletal structure – the base of the seat juts firmly into my hip bones, putting strain on my lower back, and the top of the seat back serves to force my shoulders forwards in an extremely unpleasant manner. Furthermore, I had the added discomfort of balancing my heavy backpack on my lap, as there was no room overhead. Please enjoy this image, of a well-built, tall, broad-shouldered man, crammed into a space so small it would barely serve my seven-month old niece. With my knees up to my chin, my belongings weighing on my legs, the only thing missing – sadly, not missing – was an inconsiderate arsehole jamming me in.
See, he was there too, trying to occupy the exact location of my left-hand side. Had he forced me to sit any closer to the window I would have been outside. His sheer bulk allowed me arm room that a thalidomide baby would have found inadequate. Having fully engulfed his own seat and half of mine, he promptly dozed off, legs spread so wide that he must surely have testicles the size of watermelons. His right knee so firmly touched my left knee that it caused me to wonder if this was his fetish: pretend to be asleep and rub innocuous limbs against other commuters.
I was unable, try as I might, to take up less room. With severe cramp in my legs, I also experienced extreme muscle ache in my left arm, as I was forced to hold it in a painful, slightly elevated and unnatural position – whereas normally I would have rested it. It seemed inappropriate to balance my wrist on his bald head, the only other option which presented itself.
Squashed between the two armrests digging into my pelvis, causing untold pain in my lower back, I tried to alleviate the multitude of aches by sitting up straighter. Instead, my foot found itself atop a crushed drinks can left on the floor by some previous detainee of this Guantanamo Bus.
All of this was accompanied, naturally, by somebody – most likely the driver – blasting the most horrendous music, which offended my ears when it was Madonna, and compounded my new idea of Hell when the Christmas songs started.
Crusher awoke from his dozing, and fast discovered that he knew the people in the seat behind us. Friends Reunited lives. Suddenly I expected an appearance from Cilla Black, yelling “Surprise Surprise!” or, worse, Esther Rantzen giving them both a little gold heart like she used to do on – well, I think her reunion show was probably called Hearts Of Gold, and I refuse to demean myself by checking. It is bad enough that these things are still in my consciousness two decades after they last aired.
Thankfully – being grateful for small mercies – this conversational development quickly subsided, and I was permitted to hear Wham’s tinny radio rendition of “Last Christmas I gave you a shotgun and a single cartridge,” which I would actually have enjoyed listening to if those were the real lyrics.
It was around this point that I engaged with Crusher, offering to remove my leg with a saw if he could find me one. He declined, which was damned decent of him, but neither did it inspire him to close his legs any or encroach less on my breathing room. With his right elbow lodged hard against my left elbow, I accepted it was stalemate.
With that impasse reached, I can detail my endeavours to obtain any sort of information from Virgin Trains verified Twitter account. Previously quite helpful, you shut up shop fast.
Keep in mind, please, that the sole purpose of my trip was to see my favourite band play their first UK show in a year. They have a new album full of songs I have never heard live, with new band members added to the line-up, playing instruments I have never seen (or heard) them use the past twenty-eight times. My only concern, at this point, was if I would get there in time to see anything other than the encore.
What I most wanted to know was the anticipated journey time. My train had been due to arrive about 18:00, giving me plenty of time to find my hotel in the dark, wet night. I needed to freshen up – a term I have never used in my life prior to this very sentence – then change, before attempting to locate the venue. I was confident I could find my way around but, not being Challenge Anneka, a strict deadline was an unnecessary pressure. I can send you the screengrabs, but here is the gist of this further miscommunication:
“Can someone – perhaps @virgintrains – check how long it’ll take a coach from Glasgow Central to reach Preston?”
“It will be a coach between Preston and Lancaster then train onwards, Jordan”
I appreciate you tried the personal touch in that reply, the only minor problem being that the rest of it related in absolutely no way to my question or my predicament.
Would I make this gig? How long should road travel take? I would have checked a popular online search engine’s maps app, only I am fast running out of my data allowance and – not being a Virgin train – this bus has no wi-fi facilities. Understandably, due to the variables involved, you were wary of committing: “However, they will try and get you there asap”
When is ASAP – is it 19:00? 23:00? Tuesday? January? I wanted a ballpark figure, and “ASAP” was not good enough – especially not when I had explained that I was on a tight and specific schedule. Instead, my tweeted requests for a figure, or for a “rough idea” were completely ignored. Like I said, you are welcome to screengrabs of all this, I saved it all.
Meanwhile, let us return to Crusher. At 18:34 – a hundred-and-forty minutes in – he finally swivelled in his seat, moving his legs out into the aisle. The joy of moving and stretching my own leg – a sensation I had nearly forgotten in the interim – was tempered only by how cold it felt once he ceased behaving like a human blanket. We continued on.
Seven P.M. came and went, the venue doors now opened for entry while I stared into pitch black motorway and wondered where I was, other than Sartre’s vision of Hell. I did not yet mention the stifling stench of feet, farts, and body odour which permeated our transport, as did the excremental fumes from the on-board cesspit – and added to by the further olfactory assault of crisps and similarly odoriferous foods. Three hours had passed, and the reek of sandwiches and ass gas had become unbearable. I would have opened a window but, coaches being how they are, it would have required a hammer. Having earlier established that there was no saw in the immediate vicinity, the likelihood of finding a hammer nearby appeared slight.
At 19:11 – and you will sense that I jotted notes for this complaint as I went – Crusher rose and made his way to the toilet. It occurred to me that a slow trickle of piss could have worked its way down, backing up as it filled his groin to capacity, and that that may explain why his legs were forced apart at the tops of the thighs. The poor man must have inflated, his legs widening as an alternative to his merely exploding in a stagnant burst of yellow spray.
There was no real time to note improvement, on his return, as we arrived in Preston at 19:32 – a mere ninety-seven minutes late. I checked with the driver that his arrival time will be logged, should you wish to verify it. I could not get off that bus fast enough. I have never had a good experience going by coach, and if I wanted to book a coach I would have done so.
Naturally, arriving so far behind schedule left me no time to eat. I raced for the hotel as quickly as I was able, trying to walk off the cramp that had built up. By the time I reached the venue it was gone 20:30 and with it the chance to see support bands and savour the atmosphere coming together.
I did manage to see the full set that, as a longtime fan and friend of the band, had been so important to me. However, it was entirely down to luck and you did nothing to ease my frustrations or worries.
I am annoyed at the shambolic handling of the coach boarding in Glasgow, the absence of informed staff (and of staff, full stop, out by the buses), and the further hold up caused by people being directed incorrectly.
I am disappointed that your once-helpful Twitter staff refused, point blank, to even attempt to provide the information I specifically requested, despite being told the reasons for it. Furthermore, they did nothing short of ignore my queries.
I am worried that you will fail me again. I am due to travel to London on Sunday, and – being considerably further away – there is no way a replacement bus will get me there in anything resembling a timely manner.
This entire experience was wholly unsatisfactory and unpleasant. In addition to the full refund I expect on my tickets, I think you should be reimbursing me for the gig ticket, given I missed all but one (thankfully THE) band, and compensating me for the utter discomfort which I have tried to document fully above.
I await your response.
Here is their response. My reply to it is here.
Above: Their wholly uninspiring stock reply. Read my response to it (and them) here.
I went to a local restaurant last week, and managed to get a skelf (depending on your location, also known as a splinter, spelk, or sliver) in the bend of my thumb. It came from the chair I was sitting on, but as my working life has involved moving lots of timber I was unphased. I have had and removed dozens of skelfs. This being the case, I sent the establishment a very tongue-in-cheek email about it – as always, for my own amusement. I half thought they might offer me a voucher of some kind, but instead they have neglected to reply.
Here is the letter I wrote:
I was in for a family meal on Tuesday night (9th September), and we were seated at tables opposite a banquette. At one point, in order to facilitate the duties of our waitress, I reached down to grasp my chair in order to move it forward – allowing her access between the chair backs and the wall.
Unfortunately, during this process of intended helpfulness, I felt a sharp pain in my right thumb. Without doubt, I got a deep skelf from your furniture. It went straight into the interphalangeal joint, a term I had to look up because hand anatomy is not my speciality, and I did not mention it at the time as I thought I had managed to successfully remove it.
On Wednesday, with the swelling that accompanied the wound turning septic, I was able to extract the remainder of the skelf – a splinter of several millimetres length.
As this small piece of wood is technically your property, I write to ask if you would like me to return it. I kind of hope not, since it seemed a poor souvenir of a nice evening and I binned it, before realising that it did not really belong to me. I can, however, send you a photo of the skelf (both embedded and removed) if this will enable you to have a replica made and reattached to the seat.
Let me know if this is of interest to you, and please accept my apologies for not being able to return the original.
Tomorrow is Thursday, and I am hopeful that the swelling (due to its location) will go down, allowing me to fully bend my thumb without discomfort once more. I trust the chair has exhibited no serious ill-effects.
Update: The restaurant never did respond, other than to add my email address to their mailing list. When I posted this on their Facebook, it was quickly deleted. I have not been back.
I am aware of, and largely unimpressed by, your inspired but transparent summertime marketing campaign. I am less interested in what forename is printed on the bottle label, and more in the bottle’s content. I only buy your product as an occasional sugary treat, without the intention of establishing an affinity with your packaging. Whichever name happens to be on it is irrelevant, and I have never wasted time selecting any bottle other than that which is closest or looks coldest. Personalised trash is still trash.
Today, by chance, I unpacked my shopping to discover that I had managed to pick up a bottle with, it looked like, my own name on it. Looked like, because closer inspection revealed that you had misspelt it in the most abhorrent fashion.
My name is Jordan. It has been Jordan for very nearly thirty-three years, and in that time I have never – never – met anybody older than me with this forename. I understand there are older Jordans in existence, only I have yet to personally encounter any of them. I could have resolved this, admittedly, but it seems a flimsy reason to attend a concert by the New Kids On The Block. Christ knows I would not be going for the music.
You can imagine, I am sure, that living with this name has had its ups and downs. Fortunately, I was at school when the basketball player Michael was cool, and happily accepted the nickname I acquired from the brand of footwear he promoted. Nearing the end of my state education, Katie Price turned up and ruined the name for every adolescent male Jordan left behind me in the playground.
My name has grown in popularity, transcending gender in the process, and there must now be Jordans who have reproduced and brought new Jordans into the world. So, in light of all this, what possessed you to print a label bearing the abomination “Jordon”?
Jordon is not a name, it is a misspelling; a source of constant irritation to me, as dyslexics and idiots throughout my life have insisted on unjustifiably changing the letters which form my name. Usually, this is a small detail – the substitution of the “A” for a second “O” – and a mistake made by recognised incompetents, such as the department of Glasgow City Council responsible for addressing my Council Tax bills.
I could retaliate in kind, as I did in opening this letter, but referring to you as Coco-Colo does not work as well when you consider that you are more commonly known by the shortened moniker, “Coke.” Is there some other way to resolve this issue? The “vegetable extracts” are supposed to enhance the beverage, not type (nor mistype) the list of people to whom you wish to sell your product.
I do not expect you to recall vast quantities of poorly-labelled soft drink, but perhaps you could amend the spelling for the next print run. Having accepted that the council will never manage to spell my name correctly, I refuse to believe that a company of your size cannot manage to correct this error.
Contrary to my stated disinterest, I will now keep a look-out for fizzy juice labelled “Jordan”, in the hope that today’s bottle just came from a bad batch and that somebody in the factory was simply not wearing their glasses that day. I concede that it might be quite a nice thing to possess, and am beginning to understand the appeal. I stand by my initial assertion that this marketing campaign, as much as I despise all advertising and marketing, is inspired. I am usually resistant to such tactics.
I look forward to your response.
While I was passing my branch, I stopped in to see if they could help me – since my online requests were going in circles. I just wanted the “Esq” they had added after my name removed. Having ignored it for years, the final straw was when they addressed me with the suffix “Esq Esq”. There was the original complaint, part two, part three, and now – read on:
Hi [staff member’s forename],
Apologies for the delay in replying to your recent email. It has been a busy old time for me, and I plan to tie up some of your time by writing about it. For a start, I had to get a pair of glasses. I am not saying the Bank Of Scotland caused me sight problems, by forcing me to write so many letters on the laptop in a bid to resolve this once-trifling issue, but it is wonderful to finally be able to read what I am writing. Indeed, having read over my past letters prior to composing this one, it is heartening to note that I typed them all the right way up. I would hate to discover that the slight imperfection in my vision was the source of hitherto-unrealised embarrassment.
I hope you had a pleasant Easter. Personally, as a freelancer, I find it to be a huge inconvenience. There is a weekend in April – pick a weekend, any weekend; it varies annually – when suddenly everything useful is shut and everywhere else is uncommonly busy. Unless Jesus died on a different day every year, the whole holiday is a bit of a sham. Still, Easter Sunday was a good day for the Trussell Trust and the foodbanks it runs. On the back of an ill-considered article in the Mail On Sunday, their donations soared. I donated. I also rewrote the article to contain the truth, and it has now been read over 5000 times. Just think, five thousand people took the time to read something I wrote. If I had had a couple of fish and some loaves I could have attempted to feed them, which relates both to the messiah whose death we celebrated and to the nature of that Nazi rag’s disgust. How dare we feed the poor?
The following events took place on Tuesday 15th April, a day before you replied.
It was a great day for customer service, beginning with a visit from my postman. I missed a delivery on the Monday, and my parcel had been deposited at my local depot for collection. That depot is a four-mile round trip, and I usually make it on foot. My postman cannot possibly know that. Nevertheless, he did me a turn, and brought the parcel with him the next day in case I was home. I was. What a nice man, to save me that hassle. A rare display of exceptional customer relations. In addition, and again unknown to him, the parcel contained a trio of alarms – two smoke, one carbon monoxide. I ordered these after my good friend and next-door neighbour was nearly gassed, prompting me to finally get round to investing in this basic life-saving technology. So, to reiterate, the Royal Mail employee really did do me a favour, on a couple of counts.
My second encounter came with a visit to the local branch of a government office. How helpful the woman was! Although ostensibly there to enforce rules, we struck an easy rapport and discussed everything – from the failing policies of this unelected Tory government, to the Orwellian use of language in the way they now use nice names for things which are essentially draconian. We discussed the merits of Scottish Independence – I am strongly for it, to the point that I will be distraught if we do not obtain it, while she is undecided. To my mind, every “Maybe” is a Yes in need of just a handful more facts or just a little more easily-discredited Better Together bullshit. This country can be great, and I am voting not for a politician or a party, but for my country and the people in it. It is beyond evident that Westminster rule does not work for us.
I wondered if it would be possible to achieve the customer service hat-trick, and you were supposed to be the third encounter. Unfortunately, my email had not received a response. I refused to let that deter me, I knew Bank Of Scotland could do it if it tried. When I enquired of your Twitter colleagues how long I should wait, their reply – and yours – was swift. Too little too late, I am afraid.
Since I was out and about on a rare day off, I popped into [my local] branch to see if they could help me in ways you have not. It was unbelievable.
I was scarcely over the threshhold before Jane – I believe that is her name*, I went back later to ask, with a view to including it here – materialised, appearing in front of me like an angel. Could she help me, she asked. I truncated the full length of our correspondence, [forename of addressee], to the simple issue that started it all – I would like my name changed in your system.
Being thorough, Jane asked if I had proof of the name I wanted on my account. In a fortuitous turn of events, I had my passport with me, and duly informed her of the fact. I was led quickly into a small office, to elaborate on my request. Admittedly, although I do not recall doing so I think there is a very good chance that I handed Jane my card. This enabled her to find my account in ways you have not had the means to. I still question how you claim to be unable to locate my account, given the relative uniqueness of my name, but I will skip this for now – in the same manner that you have avoided answering that and other questions up to this juncture.
Within approximately two minutes, and I suspect it may have been less, Jane had removed the offending “Esq” from my account name. As if that was not enough, she then checked a quick detail with me, asking “does your phone number still end [last three digits]?”
Now, [forename of addressee], I cannot tell you how gobsmacked I was. You told me my number was not up to date, and did not respond to my questions about that. Here, it turns out, your company has had my correct number all along! Your searching capabilities are underwhelming, Jane found that detail so effortlessly that it left me incredulous. In trying to fathom this unexpected change in events, I blurted out “are you kidding on??”
Jane, equally nonplussed by my failure to comprehend how simple this task had been for her, laughed with me as she assured me the matter was fully taken care of.
[Forename of addressee], when I began formulating this letter in my head, I planned to say – perhaps partly in jest – that you have let your company down. I now feel that they have let you down. Why have they not adequately trained you? What does Jane, possibly in accordance with other customer-facing staff, know that you do not? Why are the Bank Of scotland keeping you in the dark?
This entire debacle has highlighted a complete lack of inter-departmental communication within your organisation. For instance, with regard to my phone number, you claimed it was both indicative of a “different geographical location” and “out of date” and repeatedly requested it. Do you know what I realised? I provided it, via private Direct Message on Twitter, before you ever read my initial complaint. It should have been passed to you, and was not. However, in that same regard, you later claimed to be unable to find the very number which was immediately retrievable when I went into the branch.
Were you trying to fob me off? You told me that you could not locate my account, then instantly said the number you held was suspect. How did you find a number for me while simultaneously being unable to find my account? That is no small discrepancy, and I like to have things in writing in case of such contradictions.
I have been wholly unimpressed with your responses thus far. You contradicted yourself, failed to defend that when challenged, did not satisfactorily answer any of my resulting questions, and sent very staid replies despite my attempts to inject humour into what has been a very tedious episode.
Can you confirm that, when Michael Schumacher injured himself earlier this year, they induced his coma by giving him some Bank Of Scotland emails to read? Frankly, I put far more effort than was strictly necessary into this communication, and have been left thoroughly bored as a result.
I would take this further, if I thought there was any point. Congratulations, incompetence and drudgery wins to live another day. You fought the battle well, successfully defeating the customer by blindly ignoring his questions asked on the back of your own inconsistent statements. Well done. They will probably promote you.
Jordan R.A. Mills Esq Esq Esq Esq Esq Esq
PS: I have published my first three letters to you online. They have totalled 118 views. If you want to get anywhere near the 5000 views I reached at the weekend, you need to be far more interesting or drastically increase your contentiousness. Your previous replies are so dull there is little merit in reproducing them. They would fail to set the world alight even if soaked in petrol and used as tinder.
PPS: If you can find an up-to-date, geographically accurate number for [my local] branch, you should call it. Maybe Jane will share some of her warmth and wisdom, and reveal to you how she was able to find my own phone number just by – shock, horror – looking at the same records you have access to.
*Jane is definitely not her name, I have changed it for publication.
In addition, I received a letter in the mail the day after I sent this, in which the complaint handler announced a stalemate and said he was closing the complaint.