Working in partnership with London TravelWatch

That’s the way to do complaints!

29 August 2014

A friend of mine missed her train back up to London as the branch line service from Falmouth was late – the London train was not held. Very frustrating as that meant the next London train was heaving.

First Great Western (FGW) answered her complaint in a great way:
“Thank you for your email of 19 July 2014 and for supplying further information for your case a requested by my colleague. I was sorry to hear of the delay you experienced whilst travelling with us on 1 June 2014 and for the impact this delay had on your work plans.
“As we delayed you by over an hour you are due £32.50 in compensation which will be in the form of Rail Travel Vouchers. I will also be issuing you with a further £32.50 in Vouchers as a gesture of goodwill by way of a more tangible apology for the difficulties faced. These vouchers will be sent to the postal address that you have already provided.
“Thank you again for contacting us and I trust you’ll receive the vouchers in due course.”

Nice. My friend now feels much more positive about FGW again.

Transport Focus Transport Focus Transport Focus
Like the blog? Please share on your social channels.