Dear Mr Ribsskog,
Thank you for your email, and my apologies for the delay in replying.
I was most concerned to learn of the incident that occurred at Liverpool Central, on November 13th.
We have stringent standards here on Merseyrail, with regards to the behaviour of our staff, and I can assure you that we take incidents such as this extremely seriously.
As soon as your letter was received, the details were passed to the Station Manager for his investigation. He has spoken at length to the member of staff concerned, and is satisfied that a genuine misunderstanding occurred on this occasion.
This does not, however, in any way excuse the manner in which you were treated and spoken to on this occasion, as it is clear, as you have stated in your comments, that the tickets were only purchased a view minutes prior to your arrival at Central, and you could not, therefore, have already travelled.
I can assure you that the ticket inspector has been reminded of his responsibilities to our customers, and of the consequences of such behaviour. The Station Manager is currently considering the options available with regards to the most appropriate training course for the member of staff, to prevent a reoccurrence. In addition to this, a note of your complaint has been added to their personnel file for future reference.
I hope that you will accept our sincere apologies for the inconvenience and upset caused, and will be assured that such behaviour will not be tolerated, and will be acted upon immediately.
Thank you for taking the time to contact Merseyrail, and for bringing this matter to our attention.
Yours sincerely,
Debbie Hunter
Customer Relations
Merseyrail once again will not be sending Christmas cards this year. Instead, we will donate the money saved to our Charity of the Year for 2010, Woodlands Hospice.
Everyone here at Merseyrail wishes all our partners, colleagues and friends a very Merry Christmas and a Happy New Year!
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