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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