I just came across your blog when searching about how to make a complaint about a member of TFL staff…guess who I wanted to write in about? Yes it was Keith from Stratford! I have just experienced a similar encounter today. I had just lost my monthly travel card on an oyster. I went to the front and one of the staff, (a helpful and friendly gentleman) who let me out and told me that I could sort it out at the window.

I queued up and waited for my turn behind the line of people. The minute I got to the window (before speaking to me) the customer service agent (Keith) shouted at a woman in a Sari who was behind me in the line to get back BEHIND the painted yellow line, then muttered something about people speaking English (I believe she had made the unfortunate mistake of standing ON the line.) He refused to serve me until she had gotten much back behind the line and then proceeded to ask me if she was with me (she and I were both Asian.) I said no (but I doubt he would have apologised to her had we been together.) Ignoring his power trip, I proceeded to ask him about how to replace my lost monthly pass.

Whilst talking to him he wasn’t listening so I had to repeat myself, (despite talking clearly and loudly) and he continually talked down to me. He eventually told me to call the number and they would sort it out and was rather dismissive about it but said I would need to get a new Oyster Card. I had my phone in my hand and was holding it as I had been searching through my bag for a spare Oyster card I had. I told him I wanted to top up the spare Oyster card. As I was typing in the pin to pay for the topup I looked at my phone to check the time. He got aggressive when he noticed my phone and told me that to get away from the window as I can’t use my phone and type my pin at the same time. I informed him that I was not using my phone, but was just checking the time and showed him the screen. He said he didn’t care and cancelled the transaction and told me to take my credit card out of the machine as he would not serve me. I didn’t believe what he was saying, and just stood there. I had just lost an oyster worth about £120 and had been directed to the window for assistance so I could sort out a replacement and now he was refusing to serve me because I checking the time on my phone?

He told me if I didn’t like the way I treated I could “fuck off and use a machine.” I actually couldn’t believe what he just said. When I told him that was unacceptable to talk like that and I didn’t like the way he was talking to me, he switched off the microphone and started talking while looking at me, so I couldn’t hear what he was saying, but then it is not that hard to lip-read expletives and insults.

I requested he turn the microphone back on and he was adamant he wouldn’t serve me and told me to get lost or ask someone else. He was the only window open. I was plainly shocked by his behaviour as I was cordial and had not invited this abuse. I am 24 and was born and brought up in London, have an estuary accent (so I have been told.) English is my first language and I was speaking clearly to him throughout my dealing with him. This is beside the point, if he was speaking slow to me because he thought I couldn’t speak English then ignorance I could deal with, (if he has a problem with the colour of my skin, or whatever the reason he has for talking down, this is his problem and not mine.) However utter rudeness and an unprovoked and unnecessary verbal attack is not acceptable.

I asked him to call a manager as I was not happy with the way he just spoke to me, and it was unacceptable to experience that level of service. I said I was not moving until I got to speak to his supervisor and he just pointed at a sign and insinuated that I couldn’t read despite me having one of my textbooks with me on the counter and told me no calls.

In the end after abusive language he let me top up £5 and I had to register a card by filling in a form, so he told me to get to one side. Disturbed by his behaviour I had to go around the station to look for the manager, the other staff let me in the barriers again and the manager came out to talk to me. When I saw the manager I told him it was unacceptable the way I had been spoken to, and what had just transpired. He immediately knew which staff member I talked about and hinted he had complaints before.

The manager went to talk to Keith who had been looking smug, but now looked a little panicked. He denied saying anything and the manager asked me if there were any witnesses. Keith was working alone and the only other people who were behind me had long paid and gone. The manager had to sort out my Oyster card query, standing next to me as Keith served me and I asked him whether he had to intervene in all this staff members dealings.

I was quite irate and in the end the manager took my details and told me he had to speak to Keith further but that’s all he could do, and if I was not happy I could write or call into TFL. I told him I would. It was patronising that the manager apologised if “I was feeling upset”, but not for what had just transpired.

The other staff at the station were sympathetic as I left they did ask what he had said to me, and they confirmed what the manager had hinted at, that they had complaint(s) before about Keith.

I am sorry this comment is so long, I felt compelled to post, especially as I have had a similar experience with the same staff member today, and will be following up a full complaint about it.

There are staff members who have been polite and courteous, but I have also seen staff and ticket inspectors on a power trip who have been abusive to passengers. Why should members of the public have to put up with the bad behaviour of staff especially when we pay so much to travel? I am a graduate student and work at a full time job and it is not easy having to pay a sizable amount of my income for travel. I have seen posters all over the underground warning people that abuse to members of staff will not be tolerated by TFL. I sincerely hope this work both ways and I will be following this complaint through thoroughly!

Contrary to your opening statement though I would say I generally receive helpful, friendly and correct advice from TFL staff.

You need to get better so I can show you how much better I am than you

Anyways, Fingers crossed in japan.