A long wait for GWR
I fear that Ian Smith may have a long wait for a response from Great Western Railway customer services ( Open Access, RAIL 821).
In my case, I sent an email in November last year. I was told that the team dealing with the issue in question (in this case, an online booking) would be in touch very shortly. But no reply was forthcoming.
Chasing a response has only resulted in automated email replies - each with a different reference number - giving an increasingly pessimistic timescale for a reply and no doubt adding to the backlog. Even writing to Managing Director Mark Hopwood didn’t help - at the time of writing the response is still eagerly awaited.
Separately, a Delay Repay claim submitted early in December took almost three months to settle.
These long delays in dealing with customer complaints is really not acceptable, and should be taken into account when the franchise is next up for renewal. John Woods, Twickenham