Best of our snowboarding 2008. Shot on location in La Plagne, France. Starring Louis, Luke & Scott and a 6 foot snowman. Produced and edited by Luke. Thanks to Fran for assisting with titles!
Thursday, 5 February 2009
Wednesday, 7 January 2009
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
Dear Sir or Madam,
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:
Pricing Structure:
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,
Friday, 10 August 2007
A Gmail Gmix
A GMail GMix! Our entry for the GMail behind the scenes video.
Thanks to:
Fran: Initial Idea!
Ralph: Cool Acting!
Luke: Director / Camera / Producer.
Audio by Roni Size
Scene 1 Location, Montpelier Train Station, Bristol
Thanks to:
Fran: Initial Idea!
Ralph: Cool Acting!
Luke: Director / Camera / Producer.
Audio by Roni Size
Scene 1 Location, Montpelier Train Station, Bristol
Wednesday, 8 August 2007
Matthew & Katie-Jo's Wedding
Matthew & Katie-Jo's Wedding
Stowe School
17th July 2006
This is the internet cut (10 minutes). All footage is from the original wedding video (35 minutes). Photography and Production by tumblingtumbleweed.
Stowe School
17th July 2006
This is the internet cut (10 minutes). All footage is from the original wedding video (35 minutes). Photography and Production by tumblingtumbleweed.
Plym Lodge - B&B woes strike again
The service at this bed and breakfast was as abysmal as the bedroom was bizarre and, along with the appalling breakfast, simply made a mockery of the term B&B. It would be better called an ampersand because both the B's would fall foul of trade descriptions. Avoid.
Upon arrival, we were met, not with a smile or friendly welcome, but by the irritable question 'are you my guests?', as if we might simply have turned up on the doorstep to sell double glazing. This was followed by some story about why, being the last to arrive, and because last weeks guest had put their foot through the bath, we were to be consigned to the basement room with an unfinished bathroom. No apology, and no offer of a reduced board for taking the second rate sleeping quarters.
Although of grandiose proportions, this stark basement bar area turned bedroom lacked any of the usual refinements. Mirrored walls made a vain attempt to make up for the scarcity of natural light, cold white linoleum floor, the remains of a mirror ball on the ceiling and mirrored pillars in the centre of the room left the place looking more like a cheap karaoke bar than a bedroom. At least we didn't fight over the mirror in the morning. The only items of furniture to give an indication that this was actually a sleeping quarter was the musty smelling double bed at the far end of this enormous space and two unmade single beds down the side of the room.
Tea was provided, but no milk, so unless you like it black, you'll have to do without. The tiny television was so far from the bed that extension leads had to be procured to bring it within viewing range. Even then, it was still too far away for the remote control to work. Not that it mattered because it only received two channels and hence, little channel surfing was necessitated. Romantics among you, don't expect too much privacy as the freestanding blind in front of the glass door at the entrance to the basement was far too short, providing a front row seat for any peeping Tom that may be lurking amongst Plympton's locals. The en suite bathroom had a brand new but cheap white suite, and still managed to look tired with broken floor tiles, and unfinished bath tiling. The knobs on the electric shower had been installed incorrectly making it almost impossible to work out how to set properly. Toilet roll was in short supply and non-existent shower gel, shampoo or tissues, left us wishing we'd brought our own.
Vegetarians beware, for when we informed our hostess, she oddly asked if we wanted any breakfast at all. As though abstinence from meat somehow implied that we didn't eat at all. We provided our own veggie sausages for her to cook with our breakfast and let her know we'd be there at 0830. 0830 and she was knocking on our bedroom door to inform us that cooked breakfast was ready. Never mind the fact we might have liked a leisurely cup of tea and bowl of cereal first. We were shown to an untidy dining area and placed at a table pushed into the corner and sat facing the wall like naughty schoolchildren, in spite of the fact there would have been plenty of room to bring the table into the room. Breakfast arrived, lukewarm and covered in cat hair. Stale bread had been poorly disguised by a quick toasting, and what had been our veggie sausages were microwaved to sludge. A request for more orange juice was met by scowls and we left hurriedly.
Having decided to ask for a discount from the quoted £50, I was told upon paying, that it would actually be £60 because we'd only stayed one night and she could have had people in for three nights if it weren't for us. When I refused I was asked if I thought £60 was expensive and I promptly replied that yes, for a substandard accommodation it was expensive, at which our hostess took great offence. We eventually agreed on the originally quoted £50, but it felt like robbery after the nightmare of our one night stay. I've spent 7 years travelling with work, stayed in more B&B's and hotels than you can shake a stick at, and can honestly say, this is the worst....
Upon arrival, we were met, not with a smile or friendly welcome, but by the irritable question 'are you my guests?', as if we might simply have turned up on the doorstep to sell double glazing. This was followed by some story about why, being the last to arrive, and because last weeks guest had put their foot through the bath, we were to be consigned to the basement room with an unfinished bathroom. No apology, and no offer of a reduced board for taking the second rate sleeping quarters.
Although of grandiose proportions, this stark basement bar area turned bedroom lacked any of the usual refinements. Mirrored walls made a vain attempt to make up for the scarcity of natural light, cold white linoleum floor, the remains of a mirror ball on the ceiling and mirrored pillars in the centre of the room left the place looking more like a cheap karaoke bar than a bedroom. At least we didn't fight over the mirror in the morning. The only items of furniture to give an indication that this was actually a sleeping quarter was the musty smelling double bed at the far end of this enormous space and two unmade single beds down the side of the room.
Tea was provided, but no milk, so unless you like it black, you'll have to do without. The tiny television was so far from the bed that extension leads had to be procured to bring it within viewing range. Even then, it was still too far away for the remote control to work. Not that it mattered because it only received two channels and hence, little channel surfing was necessitated. Romantics among you, don't expect too much privacy as the freestanding blind in front of the glass door at the entrance to the basement was far too short, providing a front row seat for any peeping Tom that may be lurking amongst Plympton's locals. The en suite bathroom had a brand new but cheap white suite, and still managed to look tired with broken floor tiles, and unfinished bath tiling. The knobs on the electric shower had been installed incorrectly making it almost impossible to work out how to set properly. Toilet roll was in short supply and non-existent shower gel, shampoo or tissues, left us wishing we'd brought our own.
Vegetarians beware, for when we informed our hostess, she oddly asked if we wanted any breakfast at all. As though abstinence from meat somehow implied that we didn't eat at all. We provided our own veggie sausages for her to cook with our breakfast and let her know we'd be there at 0830. 0830 and she was knocking on our bedroom door to inform us that cooked breakfast was ready. Never mind the fact we might have liked a leisurely cup of tea and bowl of cereal first. We were shown to an untidy dining area and placed at a table pushed into the corner and sat facing the wall like naughty schoolchildren, in spite of the fact there would have been plenty of room to bring the table into the room. Breakfast arrived, lukewarm and covered in cat hair. Stale bread had been poorly disguised by a quick toasting, and what had been our veggie sausages were microwaved to sludge. A request for more orange juice was met by scowls and we left hurriedly.
Having decided to ask for a discount from the quoted £50, I was told upon paying, that it would actually be £60 because we'd only stayed one night and she could have had people in for three nights if it weren't for us. When I refused I was asked if I thought £60 was expensive and I promptly replied that yes, for a substandard accommodation it was expensive, at which our hostess took great offence. We eventually agreed on the originally quoted £50, but it felt like robbery after the nightmare of our one night stay. I've spent 7 years travelling with work, stayed in more B&B's and hotels than you can shake a stick at, and can honestly say, this is the worst....
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