The Anonymous Widower

How To Handle Complaints

I reported the ticketing problems, I had on Wednesday to National Express East Anglia by e-mail to the company yesterday morning. I received a reply late in the afternoon, which was in my view pretty quick, as they needed a bit more information.  At ten o’clock last night, after an exchange of e-mails, the issue reached a conclusion, which was very satisfactory for me. I hope it was satisfactory for the company too, as it wasn’t anything serious and more of a computer or handbook glitch.

It just shows how companies can handle problems quickly if they put the right systems in place, with the right people manning them.

Other companies should take note!

July 29, 2011 - Posted by | Transport | ,


  1. A Good Outcome . . . The Man in Grey {helping Fellow Travellers} or the Travel Office always has TWO features missing in the Age of Technology: Sharing & Caring.

    THe Flexibilty & Understanding of a Person, {now Via email} is much better Outcome, than many Web Sites, that contain problems, errors or are not up to date.

    What do other Train Lovers think . . . Trains aren’t much good, if we can’t get EASY TRAVEL arrangements

    Comment by "Steam Lover" Downunder | July 29, 2011 | Reply

    • Complaints by comments and e-mail seem to be getting very good in the UK. But like the guy with National Express East Anglia, they all seem to put their name to the e-mail now. So they’ve put their neck on the line.

      I do wonder if this is one of the consequences of the recession. I think too, some big UK companies have been finded millions for bad customer services. So are managers making sure they don’t drop their company in it.

      Comment by AnonW | July 30, 2011 | Reply

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