Transport User Voice December 2024 – Helping passengers

28 November 2024

Assisting with an unsatisfactory service

This month we’ve been helping rail passengers across the country to find a solution to long standing problems. Find out how we supported a passenger who experienced a difficult long-distance journey.  

While travelling on an overcrowded Great Western Railway (GWR) service from Bodmin Parkway to London Paddington, Mr R was unable to use his reserved seats and had to stand for five hours with no refreshments. Further to this, there was limited access to toilets and no staff members around to assist. Having received an unsatisfactory response, they approached Transport Focus for help. 

The Transport Focus case worker took up the case and asked for confirmation from the GWR to find out if any prior plans or safety measures in place as there was an expectation of a busier service on this date due to Boardmasters Festival taking place.  

We were advised that a detailed event plan was in place with a website post relating to the festival and the expected travel disruption. However, as Mr R booked via Trainline and had an amended train plan in place – they were unable to be sent an advance warning for this particular journey. 

Recognising that the journey was difficult for the passenger, the operator issued a full refund and an additional e-voucher. 

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