A long wait for GWR

Rail (UK) - - Letters -

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

Newspapers in English

Newspapers from UK

© PressReader. All rights reserved.