Northern Rail’s Freephone Help Line discontinued ….
Posted on September 28th, 2009, by The Chairman
Northern Rail’s Freephone 0800 number has recently been discontinued. This used to connect through to a phone in their Western Control in Manchester. The advice now is to ring Northern Rail’s Customer Helpline (0845 00 00 125) or National Rail Enquiries (08457 48 49 50). Many of the stations along the line have phones installed for previous operator, First North Western. These are of the BT Card variety and do not accept cash. Thus, unless a potential passenger has a credit or debit card and is prepared to pay at least 60p for the call, these cannot be used.
If you have experience with the new system, please let us know. MCRUA will collect these for discussion with Northern Rail.
4 comments 
Category:
September 28th, 2009 at 11:54 am
I have not used the new number but is what you are saying we will pay 60p to find out why our train service is late?
This is not what I would expect from a “Community Railway”.
September 28th, 2009 at 12:38 pm
Hi, Nigel! The cost of at least 60p only applies where potential passengers are looking to use the BT Cardphone at certain of our stations, such as Plumley. If they are using another phone, the cost is the same as for any other 0845 number which I think has just been changed nationally to being the same as the local call rate. From phone boxes which take cash I think this is now 40p. MCRUA is not aware of the justification for this change.
September 30th, 2009 at 12:05 am
Thanks Mr Chairman for your prompt response.
Could I suggest to you this could be another revenue stream for Northern Rail as it is for all other companies that have 0845 numbers at 60p.
I might of course be wrong but running a business is all about perception and not only meeting but exceeding your customer’s expectations.
I expect my train service to arrive on time and when it doesn’t and I need to know how long it has been delayed, I don’t expect to pay for the priviledge.
Does Northern Rail really think they are adding value to their business by removing the 0800 number? I don’t think so.
October 14th, 2009 at 8:27 pm
Just to note there is also the TrainTracker live (but automated) service too, which costs 10p per minute (from BT landlines, more from mobiles/other operators), on 0871 200 49 50.
If you call on your mobile, it ‘remembers’ your previous requests.
It is a shame that, considering the lack of PIS (Passenger Information Systems) or staffing, that Northern decided to remove the freephone number.