Sunday 9 March 2008

Ticket Refund Request: Response From First Great Western


From: FGW Customer Relations <fgw.feedback@firstgroup.com>
Date: Sun, Mar 9, 2008 at 10:43 AM
Subject: Case Ref: 3853903
To:


First Great Western
Customer Services Team
FREEPOST
SWB40576
Plymouth
PL4 6ZZ

Tel: 08457 000 125
Fax: 08456 008 363
fgwfeedback@firstgroup.com

www.firstgreatwestern.co.uk

Ref: 3853903

Dear Mr

Thank you for your email of 6 March. I was very sorry to hear that you missed your train on your journey from Bristol Temple Meads to Henley on 23 February. I know how frustrating this can be but the train doors were locked because we had already started to dispatch the train. We lock the doors about 40 seconds before a train is due to leave, for passenger safety and to avoid delays.

Our Train Manager was following our very strict procedure, as normal. The doors are locked when the platform staff signal that the doors are clear, which they do when the track signal is green and the train has been cleared to leave the platform. Once the doors are locked the platform staff give a second signal to the Train Manager, who tells the driver it's safe to take the train out.

We never send out a train against a red signal, so the doors remain open until the signal goes green. However, once the signals are green the doors stay locked, as it would be dangerous to open them when the train could be sent out at any moment.

Although I am sorry that you could not board your train, I have to point out that it is up to passengers to make sure they are on board before the departure time.

I understand that you are disappointed that you had to purchase another ticket for travel on 23 February as you had missed the service your Advance tickets were valid for. These Advance Purchase tickets have very strict conditions, which allows us to offer them for such a reasonable price.

I regret that one of the conditions of the Advance ticket is that it is only valid on the time of service printed on the ticket and also carries no refund value after purchase and therefore I will be unable to offer you any reimbursement on your ticket. I appreciate that this will be a disappointment to you. I am sorry that you were not aware of this when you purchased your tickets but it is the customer's responsibility to ensure that they are fully aware of the restrictions of their tickets. I also cannot offer you a refund on your full price ticket as we can only offer refunds on unused tickets or if you had to abandon your journey.

I understand that despite planning ahead, buying in advance, choosing an off-peak train, buying a single ticket and being flexible, you were not happy with your journey but, as mentioned before, it is the customer's responsibility to leave enough time to pick up tickets and board the train and also that they are aware of the restrictions of their ticket.

I also note your comments regarding the number of Fast Ticket Machines at the station and I have passed these comments on to the Station Manager. I was very sorry to hear you had such an unusually long wait at Bristol Temple Meads booking office. I realise how frustrating and inconvenient it is to queue when your train is due.

Whilst we aim to avoid queues building up, there are times when we have more customers than usual and the waiting time goes up as well. We're constantly monitoring the number of staff in the booking office and if a queue forms we open extra windows whenever we can. I am sorry we couldn't do this while you were queuing but it isn't always possible, especially when there are no extra staff available.

On this occasion, the service we delivered was not up to our usual high standard, so I will be happy to send you £49.00 in Rail Travel Vouchers to cover the amount you had to pay on the later service. So that I can do this please send your original journey tickets and proof of the excess paid to the above address and quote reference number 3853903.

Once again, I am sorry you missed your train, but I hope I have managed to explain the background clearly for you, and that future journeys with us will be trouble-free.

Thank you for contacting First Great Western.

Yours sincerely


Helen Hall
Customer Services Advisor

FirstInfo Limited, registered in England and Wales
Registration number: 2180352
Registered address: 50 Eastbourne Terrace, Paddington, London, W2 6LX

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Friday 7 March 2008

First Great Western: Ticket Refund Request

From:
Date: Thu, Mar 6, 2008 at 4:10 PM
Subject: Ticket Refund: First Great Western
To: fgwfeedback@firstgroup.com


Re: Ticket Reservation 9CWXHB34



Dear Sir or Madam,

I recently ventured back on to the British railways following a lengthy abstinence after the debacles of 2000 - 2001 which cost all of us so much time, money and lost business. In the meantime, a two year assignment in Switzerland had not only restored my confidence in public transport, but positively won me over to it.
So when a recent opportunity arose for me to put the British system back to the test to attend a friends wedding, I jumped at the chance and purchased a single advance ticket from Bristol Temple Meads to Henley on Thames for 23rd February for a very reasonable £19 on your website. It was with disappointment to find that the system would not allow me to print the newly purchased ticket immediately, but instead that I would have to take my reservation details to the station to obtain a print of the ticket . This in mind, I duly arrived with 15 minutes to spare, but was less than pleased to discover that a mere four self service terminals were available and queues for these, and the main ticket office, extended right back to the doors of the station. Twelve minutes later, tickets finally in hand, I made a quick dash to the platform and with a full forty five seconds still to spare, approached the carriage door and turned the handle, musing that this was a rather novel method for door opening in a 21st century developed nation.
It was at this point that I noticed four or five station guards running at me from both the left and the right, arms flailing and yelling incomprehensibly. Looking around to discover the source of their excitement, it dawned on me that it was I to whom this cacophony was directed, in a somewhat uncivilised attempt to prevent me boarding. Checking the station clock, I pointed at that, with forty seconds to spare, there ought to be no problem allowing me to board but sadly, to no avail. I noticed several other would be passengers who had presumably suffered a similar fate bemoaning this appalling treatment.
One hour's wait later, aboard the next service, I thought that the troubles of the day were over, and in spite of missing my lunch appointment, would still be in time for the wedding. Alas, this illusion was shattered by the ticket collector kindly enlightening me to the fact that my ticket was not valid on this train, having only been valid on the 1030 train for which I had originally booked. Asking to whom I might enter mitigating circumstances, he informed me that I could do so to him, but in spite my best explanation, I was still refused permission to travel on my ticket and was thus relieved of a further £49 in order to be allowed to continue my journey and was not allowed to use my original unused ticket to offset the cost.
Perhaps you would be so kind as to compare the following five points on 'How to get the best value tickets' that you recommend on your website with my own travelling experience described above.

How to get the best value tickets

  • Plan ahead.
  • Buy in advance.
  • Choose to travel on off-peak trains.
  • Buy single tickets not returns.
  • Try to be flexible as to when you can travel.
Despite planning ahead, buying in advance, choosing to travel on off-peak trains, buying a single ticket AND being flexible with my travel time, I still ended up incurring a total cost of £68 for a one way ticket to Henley on Thames and being an hour later than expected.

Therefore, I would be most greatful if you would refund the £49 costs incurred due to the lack of online ticket printing functionality, the failure of the station operator to provide an efficient ticket printing service, the failure of the guards to allow me on my intended train in spite of my arriving on time and your own lack of flexibility in terms of ticket charging and transfers. A copy of all tickets are attached.


Further Feedback:

Boarding Times:

Nowhere can I find in your website and passengers charter any reference to boarding rules, leaving me even more bemused as to why I was prevented from boarding with a plentiful forty seconds to spare. I kindly request that you would consider making such rules more clear on your website and charter. I am aware that other UK operators request boarding sixty seconds prior to departure and lock the doors thirty seconds prior to departure. A sensible measure which at least prevents guards exerting themselves as they did in my case, and instead allowing them to smugly watch as latecomers try in vain to open the doors.

Self Service:

Furthermore, you will have already noted my displeasure at the meagre assignment of self service machines to such a major station, and I believe it would be in everyone's interest if you took this up with the appropriate persons in an effort to have enough installed to properly service your customers.

Pricing Structure:

Finally, I find it ironic, that in spite of my own flexibility in travel, something you have recommended, you would refuse to be flexible in your own ticketing system regarding transfer to an alternative service. I am riled by the fact that the ticket pricing and booking structure is so complicated. Why should one be penalised by so heavily for failing to make an advance booking? I understand that early sales puts money in the coffers and allows you to plan train capacity, but do such enormously high prices for on the day tickets not suppress the spontaneity of travel by the British public and unfairly hit those without advance booking facilities the hardest?
I look forward to a swift refund of the outstanding sum and an acknowledgement of the feedback provided.
Best Regards,