Overly-eager customer services are out of order

5 July 2009

Nexus are the people who run the Metro in Tyne & Wear - the underground/overground (wombling free) public transport system serving Newcastle, Gateshead and Sunderland. They've just been awarded £300 million to improve the service, build new stations, improve services etc etc.

Their current workload involves replacing six of the older lifts at stations on the Metro system, and amongst these is the lift at the Gateshead Interchange. There'll be no lift at the station for eight weeks, so Nexus have obviously apologised for any inconvenience caused. That would have been enough in the circumstances - it's a pain but it's unavoidable.

Nexus have gone one step further when there wasn't any need to, and it makes the situation worse, not better. According to commuters there's a sign at Gateshead suggesting those travellers who need to use a lift between street level to platform level - mothers with prams, wheelchair users, etc - should instead use the lift at Central Station - the next station along the line. While that sounds sensible in theory, those who know the geography of the area will realise in practise it has FAIL written all over it:

Not only is there the small case of the River Tyne flowing between the two, but it's over a mile's walk between them - up hills and across bridges. A case of Nexus customer services trying far to hard to be too helpful, when the standard apology would have done the job.

TOPICS:   Travel

8 comments

  • Shooter M.
    "While that sounds sensible in theory, those who know the geography of the area will realise in practise it has FAIL written all over it" Sounds like a description of Mike Ashley's tenure at the helm of the Good Ship Toon (sank without trace, May 2009)
  • Gus
    Who is Alexa Powell?
  • Brian
    Posted by Gus | July 5th, 2009 at 11:17 pm "Who is Alexa Powell?" She posts here when the others are too drunk to use their key boards.
  • Andrew R.
    8 weeks of not having to stand in the piss-ridden panic room they call a lift at Gateshead Metro? Mint! Only 9 weeks before I get to stand in a less piss-ridden panic room at Gateshead Metro. Wait, who am I kidding. I haven't used the Metro in years. Is it still covered in piss? Or is it sick these days?
  • Mary s.
    hop on baby
  • Gus
    LOL Fair enough!
  • Designing M.
    [...] Overly-eager customer services are out of order | BitterWallet [...]
  • Simple M.
    [...] Overly-eager customer services are out of order | BitterWallet [...]

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