Signs of poor customer understanding start pouring in, to the point that I’m starting to lose my cool. Just spent another 15 minutes during lunch for another “feedback”. Am I bitching too much?
Hello,
I have been a GO rider for 3 years and I, like many more fellow
passengers I see every evening, am quite (to put it mildly) aggravated
by the latest of what seems to be a series of new policies aimed at
making our trip home less safe and more inconvenient.First there was the dangerous and unnecessary 5-car-door measure that
the explanation of having one less customer service ambassador just
could not justify, and when we thought that nightmare was over, we had
seen nothing yet:Now it seems some of the cars just open one out of two doors at
Richmond Hill. A GO employee needs to press the open button from the
outside, get in, and 30 seconds later the other door would open.No announcement, no justification, not even an excuse.
Half of the customers in the car trapped in front of a door that would
not open, and today, I guarantee you that you’ll see all of them
jammed at the door that will open first. It also makes one wonder
about things that would happen if the door-tender isn’t there. Would
everyone be trapped?What is so wrong about having both of the doors open automatically, at
the same time, like the way it has been working for years a mere 3
weeks ago?This sort of management was simply inconceivable during the days GO
Trains were run by CN staff and if anything, I can now understand why
those who long for the return of CN management are growing in numbers:
at this rate, I can perfectly foresee GO Transit’s service level
running off some certain precipice in the near future.I expect and look forward to receiving a prompt reply on:
1. the justification of this new affront to our convenience and safety, which is more serious than the 5-car-door fiasco, and
2. steps that will be taken to ensure that future measures of this kind will come with justifications that are communicated clearly to GO customers when the measures are announced, not after we ask for them.
Thank you.
Comments
Stop Bureaucracy at GO Transit - GO FxxK GO
As a daily patron of GO transit, I chose to purchase 10-ride tickets from either Langstaff or Unionville station because I live in between 2 stations. When I make the purchase, I usually pay 3 × 10-ride at a time. This being said, I have already PRE-PAID my fee to the GO transit which is yet to deliver. But I am very dissatisfied about the service they delivered (like many other commuters).
Until recently, I cannot tolerant the bureaucracy of this company no more and I must speak up !
To avoid commuter from abusing the honest system, GO hire some low-skill (lack of any skills in my opinion) ticket officers on the train to verify the ticket. I can understand why they do that and it’s esp. important for GO to impose a fair system – everyone must pay when they travel. But I figure that GO train may have intimidate our PRIVACY when they ANNOUNCE the passengers’ NAME AND DATE OF BIRTH in front of 200 passengers in each cart while they are verifying the repeated offenders via their walkie-talkie. What is that ?
Second, it happened to me that I used a wrong 10-ride ticket that I bought from Langstaff station and travel via Unionville station. The ticket officer followed the same procedure as if I have not paid and he verified my ticket via the walkie talkie. To my utmost surprise, I was treated like a repeat offender ? !!!! Why don’t he just let me pay the difference via wireless VISA/MC payment system ? That handheld little help will save (1) my possible lawsuit against them that announcing my name and year of birth WITHOUT my permission ! and (2) get the right missing revenue they should have lost ! Why play bureaucratic and mind game to embarrass a passenger ? I honestly forgot where I purchased those tickets and just used them as I pleased. I don’t even know which station is cheaper or not. What is the difference for 10-ride from Langstaff ($47/10 ride) vs Unionville ($52/10 ride) ? For $0.50 difference, I got the embarrassement and insult by the low-skill officer who made me following him after he took all my 3 × 10 ride ticket (2 of them are unused and my driver licence)…he got my ID and tickets and kept walking without letting me know where we are going to and what he was trying to do with those things. I have no choice but was treated like a 4-year-old while I am actually a 40-year-old grown woman !!!!!! As a result of this verification, GO officer learned that I am not a repeat offender and instead of asking me to pay the difference, he gave me back everything and said that he is just doing his job. I don’t blame him. But what kind of procedure is that when the GOAL is to play mind game with the passenger ? Why don’t they use the officer to collect the missing revenue ? What is the point of having hired a salaried staff that don’t produce revenue in this case ? Again, do you see that there is a mis-management here ? I understand why GO never make good money nor the TTC, it’s the management problem !
What is that ?
I must tell you – I can’t help but to keep saying in my mind that ’Go transit ! Go fuck your CEO and fuck all of you stupid management group. GO fuck GO !
Sorry for my language. But this is how serious and hurtful they created toward an honest passenger.
Another suggestion
The ticket meter is set outside the waiting podium and not always work. As a result, when a ticket officer come to verify our ticket, we are forced to view as someone that did not pay. They will issue a ticket worth of $200 to a passenger when it is actually their ‘trap’ and ‘their fault’ not to maintain the meter in a workable condition. Why not impose a system on the train somewhere so that everyone can punch the ticket in another machine or just let the ticket officer to charge us to pay via debit or credit ? The management at GO totally missing the point to manage their business ! If they can’t do the job, please have a consultant group to give them advice and fire all managers in this company.
Please feel free to share this story with the CEO (hopefully, he doesn’t sleep with a mistress on his office coach).
My condolence
Great story to share. Have you thought about writing to GO directly like I did?