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,