Avanti customer service fail (again)

[SteveM70]

Trying to make a pair of seat reservations for my elderly parents to go from Coventry to Wolverhampton. They'll be using their local authority passes so won't have to pay, but they need to be guaranteed seats.

So I sent a Twitter/X direct message to Avanti explaining this and asking for them to do me the seat reservations.

Good news - reply within two minutes

Bad news - they can't create the reservations without seeing either a ticket or a pass, can I send photos? No, I live 150 miles away, and my parents don't have a smartphone. Oh dear, computer says no. So I asked if they could apply a bit of common sense. The reply was if they can't send me a photo of their passes, they would need to go to the station. I pointed out that's either a taxi or two buses each way (they don't drive) for someone in his 80s, but no dice.

Why, why, why can't Avanti look at stuff which doesn't exactly fit how they expect customers to behave and adapt a little bit to provide good service?

(They're coming back on XC, who were absolutely fine about it. Going on XC would mean being on the 9:30, which would mean getting through the gateline before their passes become valid, something they've had issues with more than once before - thanks to Avanti staff of course - and don't want to do again)

 

[Bletchleyite]

You can use the GWR site to make seat reservations if you haven't managed to do so yet. Create an account, go to the "my account" bit and it's in there somewhere. You can't choose seats but it should give you two together.

However between Cov and Wolves don't assume people will respect reservations - they probably won't, particularly on any train that terminates at Wolves. I suspect it will be more stressful to reserve than not to - it shouldn't be too hard to find two seats northbound at Cov at most times of day.

 

[Merseysider]

What service (date/time)? It’s possible to do online using GWR - I could do it for you if needed. Alternatively you could try phoning them on 0345 528 0253

 

[D6130]

Trying to make a pair of seat reservations for my elderly parents to go from Coventry to Wolverhampton. They'll be using their local authority passes so won't have to pay, but they need to be guaranteed seats.

So I sent a Twitter/X direct message to Avanti explaining this and asking for them to do me the seat reservations.

Good news - reply within two minutes

Bad news - they can't create the reservations without seeing either a ticket or a pass, can I send photos? No, I live 150 miles away, and my parents don't have a smartphone. Oh dear, computer says no. So I asked if they could apply a bit of common sense. The reply was if they can't send me a photo of their passes, they would need to go to the station. I pointed out that's either a taxi or two buses each way (they don't drive) for someone in his 80s, but no dice.

Why, why, why can't Avanti look at stuff which doesn't exactly fit how they expect customers to behave and adapt a little bit to provide good service?

(They're coming back on XC, who were absolutely fine about it. Going on XC would mean being on the 9:30, which would mean getting through the gateline before their passes become valid, something they've had issues with more than once before - thanks to Avanti staff of course - and don't want to do again)

Should you happen to be back in Calderdale before the date of your parents' journey, the staff at Hebden Bridge would make the reservations for you if you explain the circumstances.

 

[SteveM70]

However between Cov and Wolves don't assume people will respect reservations - they probably won't, particularly on any train that terminates at Wolves

It's the Edinburgh one. I'm hoping that if their seats are occupied whoever is in them would do the right thing and not make two frail oldies stand up!

You can use the GWR site to make seat reservations if you haven't managed to do so yet

It’s possible to do online using GWR - I could do it for you if needed

Thanks, didn't know that. I asked the Avanti customer "service" bod to escalate it to their manager, so I'll see what that achieves and then fall back on this

Should you happen to be back in Calderdale before the date of your parents' journey, the staff at Hebden Bridge would make the reservations for you if you explain the circumstances

Unlikely, but again worth knowing, thanks

All bloody hard work for something straightforward though!

 

[SteveM70]

Update

Avanti manager has had a look and backed his member of staff and they're refusing to give seat reservations without seeing my parents' concessionary passes

Went on the GWR site (thank you again @Bletchleyite and @Merseysider) and got them myself within two minutes

The GWR site did ask me to choose a ticket type, and I had to choose anytime single as there was no more suitable option, but they'll have details of the seats and the booking reference so it should be fine

Absolutely insane, but such is the modern railway

 

[Blindtraveler]

As you say, such is the modern Railway, it's funny how they make such a song and dance about encouraging disabled travellers and every train now has to have at least one enormous toilet that takes up the footprint of at least four rows of seats. But yet there are times when the system just falls apart and the above is one of them and indeed one which is very familiar to me. As when I lived in Scotland, the Scottish government issued free rail travel to people with visual impairments and sometimes obtaining reservations for trips was hard going, I tended to use several station booking offices that I knew were reliable

 

[Towers]

OP I’d be inclined to send an email to someone senior within Avanti, who will probably have this dealt with swiftly to prevent future occurences; particularly mention the fact that GWR are more able to book seats on an Avanti train than Avanti!

 

[Bletchleyite]

OP I’d be inclined to send an email to someone senior within Avanti, who will probably have this dealt with swiftly to prevent future occurences; particularly mention the fact that GWR are more able to book seats on an Avanti train than Avanti!

I wouldn't, because they might well just remove the facility (or restrict it to GWR only) if Avanti find it annoying that it's there!

 

[SteveM70]

I wouldn't, because they might well just remove the facility (or restrict it to GWR only) if Avanti find it annoying that it's there!

Exactly my thoughts!!

 

[RAPC]

I wouldn't, because they might well just remove the facility (or restrict it to GWR only) if Avanti find it annoying that it's there!

100% agree with this. Avanti are fully aware of their own policy and are happy to maintain it that way.

 

[ValleyLines142]

Trying to make a pair of seat reservations for my elderly parents to go from Coventry to Wolverhampton. They'll be using their local authority passes so won't have to pay, but they need to be guaranteed seats.

So I sent a Twitter/X direct message to Avanti explaining this and asking for them to do me the seat reservations.

Good news - reply within two minutes

Bad news - they can't create the reservations without seeing either a ticket or a pass, can I send photos? No, I live 150 miles away, and my parents don't have a smartphone. Oh dear, computer says no. So I asked if they could apply a bit of common sense. The reply was if they can't send me a photo of their passes, they would need to go to the station. I pointed out that's either a taxi or two buses each way (they don't drive) for someone in his 80s, but no dice.

Why, why, why can't Avanti look at stuff which doesn't exactly fit how they expect customers to behave and adapt a little bit to provide good service?

(They're coming back on XC, who were absolutely fine about it. Going on XC would mean being on the 9:30, which would mean getting through the gateline before their passes become valid, something they've had issues with more than once before - thanks to Avanti staff of course - and don't want to do again)

Was going to say if it's not too late, Coach C is fully unreserved on a 9 car and C, U and G I believe are fully unreserved on 11 cars. Failing that, if you were book them passenger assistance, the platform staff may find them seats?

Also, regarding the passes on the gateline for the XC, they shouldn't have any issues getting through the gates. The gateline may be set to reject from the time, but it's based on departure of the train, not the time they enter the station, so if it means they pass through the gates before 0930 then so be it and if the staff are rejecting them entry, then a complaint needs to be made.

 

[SteveM70]

Also, regarding the passes on the gateline for the XC, they shouldn't have any issues getting through the gates. The gateline may be set to reject from the time, but it's based on departure of the train, not the time they enter the station, so if it means they pass through the gates before 0930 then so be it and if the staff are rejecting them entry, then a complaint needs to be made

Thanks

I appreciate all of that but it’s the people, not the gates. Two of them are notoriously difficult and my dad thinks it’s just not worth it

As it is they’ve now got reservations on the Avanti service courtesy of the GWR website

 

[ValleyLines142]

Thanks

I appreciate all of that but it’s the people, not the gates. Two of them are notoriously difficult and my dad thinks it’s just not worth it

As it is they’ve now got reservations on the Avanti service courtesy of the GWR website

Yes, and in that case a complaint needs to be made. Seems as if the gateline staff are just being difficult for the sake of being difficult.

Glad to see they're sorted for some reservations anyway!