We at Tubeworker are always saying that our unions should do more to get the public on our side. Here is yet another example to show that we as workers want to deliver the best service for customers, while our employer actively prevents it.
If you have been charged 'the maximum cash fare' for failing to complete an Oyster journey (now £4.30 or £6 in peak!), the company tells ticket sellers not to refund customers but to refer them to the 0845 number. The cost of the call often virtually wipes out the refund due.
Some caring member of staff found an 0207 number to give customers, allowing you to call Oyster at local rate. This arrangement was working quite well, with customers satisfied that they weren't being COMPLETELY ripped off.
But London Underground were not happy with these levels of customer satisfaction and had to intervene.
A note in the Traffic Circular told staff to stop giving out the cheaper number. So staff have been told off for being too helpful.
Tubeworker thinks you should give them out anyway. In fact, do everything you can to offer the best possible customer service! If LU is determined to undermine jobs by limiting what we can do for customers, we should be trying to do MORE for them. A brilliant way to resist LU's de-staffing agenda and get the public on our side if we have to fight.
