Thursday, March 29, 2007

More Lies From FGW

Received a letter yesterday from FGW saying that I wasn't due any compensation for a half hour delay on the 9th of March

Our passenger's charter explains that the compensation you have requested is only available when you are delayed by more than 59 minutes

This however is not true, since on February 21st I received a letter from Alison Forster (FGW, Managing Director) which said

Compensation for ex Wessex train services should be paid for delays over 30 minutes.... The restriction of compensation for an hour's delay relates to previous First Great Western journeys only... you should have
received compensation and I am sorry you did not.... I have also asked for all operators to be reminded of the distinction in compensation arrangements and I apologise for the error.

But this error has happened twice since I received this letter. I don't believe customer services agents were told about this distinction in compensation payments. So I've written back telling them. See what happens next time.

Also of interest is the excuse for my delay on the 9th March

I regret that your journey was disrupted due to the Driver being taken ill.

Which is strange because I was standing at the front of this train, and was chatting to the driver as he explained to me that the train had failed. He seemed pretty well to me. Yet more lies.

Finally, an interesting point, I have received around 20 letters from FGW customer service agents since January. I've not had the same agent sign a letter twice. Are there that many people dealing with customer complaints? Possible, I'd imagine they're getting a lot. Is there a high staff turn over down there in Plymouth? Also likely, I'd imagine there were lots of temps in dealing with the major problems of Jan/Feb. Or is it that every letter is sent off has a randomly generated name of someone who doesn't exist, so that we can't pin down our complaint on any one person? Maybe I'm getting too cynical.

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