I booked online two return train tickets from London to Exeter. When I went to collect them the station machine didn’t recognise my reference number. Nor did the ticket office computer. I was advised to ring Great Western. Ten minutes before departure I was still queuing on its automated system so gave up and found a GWR official on the concourse. He told me my only option was to buy two singles to Exeter at a cost of £73 and to try to resolve the issue of the return ticket and a refund on board.
I emailed GWR from the train and was told my case would be dealt with within six weeks unless I complained via Facebook. Over Facebook an operative confirmed there had been a mistake with my ticket but there was nothing she could do, other than offer a refund at some unspecified future date and £25 of vouchers (which can’t be used for online bookings) as a goodwill gesture.
Station staff, on hearing my story, let me travel back to London without buying another ticket. Back home I emailed again and received a reply nearly a month later asking for proof of purchase of the replacement ticket. I supplied this and heard nothing for another month. I tried Facebook again and was told to ring the helpline, which involved a 30-minute wait. I was promised a refund and goodwill vouchers within 28 days – they didn’t come. Twice more I phoned and was given the same assurance and twice more nothing happened. The two hours I’ve spent waiting on and chatting to the helpline used up all of my iPhone minutes for the month. Three days ago I received a letter from GWR to say that I would be receiving at some unspecified future date a refund of only £50. I’m still waiting. GB, London
GWR blames improvements to its customer services for your four-month saga. “We’ve recently moved our contact centre to a new site, bringing all our customer service work back to the UK, and the move means some detailed responses are taking longer than we would like,” a spokesperson says. “We are working with our new team to improve our response rates.” You have now been refunded the £73 and the vouchers have been turned into a more useful £50 cheque.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
