They obviously had the work experience kid running the Twitter feed.
That's no way to respond to any customer, let alone the guy who is giving your company £100 million a year in public subsidy.
Oh, and Carwyn was right. Where were the bloody Welsh announcements?
I can understand the subsequent response from Arriva. Apparently the through-put of trains is too great to do full bi-lingual announcements at this station. Given they do have full announcements in English and Welsh at Central, Swansea, Newport and others with automatic announcements, it does seem they take their Welsh language responsibilities seriously.
Carwyn probably shouldn't have tweeted in the first place - unless he never uses the train he is probably aware of Welsh announcements at all the other stations, and should have guessed there was a legitimate reason.
But the initial response was outrageous. Although not surprising. The quasi-monopoly situation with the railways means that rail staff often give terrible service - they forget that they are there to serve customers. I've had loads of poor experiences in London and imagine the staff aren't much better in Wales (although I do find the train conductors/ticket sellers generally courteous).
Perhaps focussing on the bilinguality issue helped to take his mind off the piss poor state of the second busiest station in Wales.
So let's get it clear - an employee of a second-rate train company who gives a rude response to a reasonable and polite complaint somehow deserves a knighthood? I don't think so.
I hope the guy isn't sacked but he - and other ATW staff - need to be taught some basic lessons about customer service. It's an example of the appalling attitude those of us who use Arriva have grown used to.
I would hardly call Deutsche Bahn a second rate company
Jantra - I hope you don't use the same reasoning in your dealings with your customers.
As I said, Carwyn's initial tweet was probably somewhat unwise. And, yes, a little bit "flippant". But he is the customer. The ATW representative should be respectful to the customer even if the customer is being a bit flippant and a bit sarky. Its called customer service. It's what I had to provide at PC World when I was faced with people who shouted at me about a problem caused by their own misuse of their equipment, or a technical fault of the equipment not of the store's making. We couldn't always offer them the solution they wanted, but we always dealt with them respectfully and politely.
The fact of the matter is that too many people working in public transport have no concept of customer service. Bus drivers who shrug why you ask why the bus is 25 minutes late. Train station staff who back-chat when you ask why they've allowed 20 people to try their credit cards on a ticket machine they know and have reported to not be accepting cards (the staff in question were standing around chatting, when they could have been informing people of the problem, or have stuck a little note on the machine). Or social media people who respond to a customer with thinly veiled contempt. Public transport is getting my money in fares, and in tax-payer funded subsidy, and their employees should remember that.
Jantra, sometimes I cannot help but feel you become a parody of yourself. Is your dislike of Welsh Labour and the state so engrossing that it biases your views in everything involving them?
What I find interesting about the exchange is the way that ATW assume that Carwyn is offended by the use of the English language. To be fair I think most Welsh speakers accept the use of English they would just like the announcements also made in their mother-tongue.
I'm by no means an inward looking Welshman but it bugs me when Celtic identity is interpreted as just anti-Englishness.
As a Welsh speaker, I think ATW do pretty well with regards to the Welsh language. I also find it interesting that Welsh-speaking Carwyn chose to tweet in English when ATW tweet bilingually. Still, Anton should have killed him with kindness and given an honest and polite reply. Sadly, Anton will go down in EPIC PR fail history and Carwyn has still won.
Also depressing that this has overtaken the controversy about sacking Alun Davies last week. And any Cymro Cymraeg will tell you that Carwyn and Welsh Labour will always have the Welsh language at the bottom of the list.
Back to ATW - they still have some problems. All automated announcements on board their trains are still in English only, while their buses here in north Wales have bilingual announcements. The Carmarthen station sign only has the English name of the town there and they need to correct the station announcements for Port Talbot Parkway, Leominster and Llanhilleth in Welsh as they're all wrong.
I agrees that Carwyn was being a twat! Lets send a sarcastic tweet and then get offended when one comes back.
People use English for station announcements because nobody pay attention to the dull monotonous bi-lingual ones.
Often been at central when the long Rhymney automated one starts in Welsh and the guard talk over it to shout "THIS IS THE RHYMNEY TRAIN!" to the drunk hoards
On the motorway the bilingual signs "lets teach Welsh" are never used when there is an accident etc.
It would be like the police trying to evacuate an area and repeating the message in Welsh.
Good on the bloke from Arriva for standing up to "Jones the Waffle".
i've tried many times, see my post in the other thread. the spam filters have gotten the better of me.
A loaded question in one poll. I can list you the polling data if you want - but it's really not worth getting into the arguement.
We live in a democracy. You anti-Welsh language and anti-devolution people, if you're so confident the 'people' and the 'majority' support you - start your own political party and see how you do. No, I thought not.
No Zach it is not -
Polish - 0.6 per cent or 17,000 people
Welsh - 19 per cent or 562,000 people
Or to put it in other terms 33 Welsh speakers for every Polish speaker.
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