You would think, wouldn't you, that standing on an isolated country platform late at night in the cold; waiting for a train that turns out to be nearly one hour late, and a so-called 'Help Point' that doesn't work was ground for complaint.
But the company that used to call itself First Great Western - the same company that used to claim it was 'transforming travel' - apparently doesn't think it grounds for complaint at all. Here is the text of a letter we sent to the Company that has transformed itself into Great Western Railway:
Apparently 'signalling problems' caused the extreme delay to this 'service'. As I understand it, these were in the Southampton area, so how come the delay increased even more in the Westbury area, causing a delayed final arrival of over one hour at Bath?
You will wish to pass the blame, no doubt, on others in the railway industry - but how come, when I arrived at Dilton Marsh for my wait, did your so-called 'Help Point' on the platform not work at all?
This was a miserable effort by an organisation that is happy to pay dividends to shareholders; is vigilant in everything to do with 'revenue protection', but is lacking in basic customer service.
No pitiful refund, please.
You are managing my expectations downwards very effectively.
That was back in November. So far we have not had the courtesy of a response. Maybe their 'customer relations' people find the multiple points raised too complex to process. So, we are posting our comments here for you to decide.
They're transforming travel all right.
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