Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
I accidentally bought two tickets for the same journey last weekend and wanted to cancel one of my orders. I looked online for a contact number and could not find any clearly posted... it angers me in this day and age that everything has to be done via the internet! A little customer service goes a long way! However after speaking to them on the phone a few months before (when my tickets hadn't arrived the day after they were supposed too...) I decided to use their live help.
My experience with the live help was better than previous experiences on the telephone; however they were very slow at getting back to me. I asked them simply whether or not I could get a refund and they kept asking me questions about my order before they would answer me...this process lasted most of my lunch break and could have been done in ten minuets.
I was informed that they would refund me for my journey and my second ticket would still be valid. It was, and my journey there was fine.
However, my journey on the way home took a turn for the worse. The train stopped in the middle of the tracks and we were informed that there had been a signalling failure. Whilst I understand that these things are inevitable, I was disappointed with the lack of communication and updates regarding the situation. We ended up being stuck on the tracks not moving for two hours! Updates were far in between with passengers unsure of what was going on and how long we would be there for.
The whole situation was very uneasy, with everyone constantly waiting for an update. No one came down the aisle to talk to us, instead we were spoken to by a speaker every half an hour about how they were unsure how long they would be there for....not helpful! We were also told that no matter how long we were there for we would eventually get home....again, how is this helpful or informative?!
With everyone in bad spirits, lots of customers went to buy snacks and drinks...until the food and drink ran out! Surely in likely hood of such even occurring stock levels should be higher?
The whole experience was dreadful and I was glad to finally get home three hours later than expected.
Whilst I have had fair experiences with first great western in the past I will be avoiding them from now on.
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
My experience with the live help was better than previous experiences on the telephone; however they were very slow at getting back to me. I asked them simply whether or not I could get a refund and they kept asking me questions about my order before they would answer me...this process lasted most of my lunch break and could have been done in ten minuets.
I was informed that they would refund me for my journey and my second ticket would still be valid. It was, and my journey there was fine.
However, my journey on the way home took a turn for the worse. The train stopped in the middle of the tracks and we were informed that there had been a signalling failure. Whilst I understand that these things are inevitable, I was disappointed with the lack of communication and updates regarding the situation. We ended up being stuck on the tracks not moving for two hours! Updates were far in between with passengers unsure of what was going on and how long we would be there for.
The whole situation was very uneasy, with everyone constantly waiting for an update. No one came down the aisle to talk to us, instead we were spoken to by a speaker every half an hour about how they were unsure how long they would be there for....not helpful! We were also told that no matter how long we were there for we would eventually get home....again, how is this helpful or informative?!
With everyone in bad spirits, lots of customers went to buy snacks and drinks...until the food and drink ran out! Surely in likely hood of such even occurring stock levels should be higher?
The whole experience was dreadful and I was glad to finally get home three hours later than expected.
Whilst I have had fair experiences with first great western in the past I will be avoiding them from now on.
Back