Another sterling effort in setting new levels of incompetence tonight. Thought I'd drop my mate Mark another line. Ended up sending him 2 letters, must be a record, as his organisation has wasted so much of my time tonight. Here's the first. I think he may realise that I'm more than a tad miffed. However my wee notes of rebellion will never waste as much of his time as his organisation wastes of mine, they are however highly cathartic. And don't forget to use #FGWarerubbish on Twitter if you have a bad experience....imagine if that started trending, someone may actually have to pay some attention.
Anyway here's the first letter;
Dear Mark,
Tonight your service has hit a new low. The delays caused by an incident at Ealing Broadway I can understand. However as a now rather weary traveller at the end of a long day who finally left Paddington on the 2027 service to Radley, I and my fellow passengers are more than a tad frustrated to pull into Reading, think we are only a few stops from home (a family I spoke to who were also travelling to Cholsey were relieved they only had 20 mins to go as their young daughters were obviously ready for bed) when the driver, without warning nor explanation said "I'm very sorry ladies and gentleman but I've just been told this service has been cancelled. If you leave the train please listen for platform announcements advising you on how to make your onward journey."
I, and the family did - and the garbled announcement may as well have been made in Serbo-Croat!
I asked one of the platform staff what the alternatives were, given it was 21.24 and I was due to be home by 21.41. I was even more over-joyed to discover that my alternatives were to hang around on a rather chilly platform 10 and wait for the 2157 local stopping service. Also no one could give me a reason for cancelling the train, not that that would change things, may have helped me be a bit more understanding.
I went to the info desk in the main foyer to double check and see if there was an alternative to hanging around wasting yet more of my precious time thanks to FGW, but there was no one there, apart from a queue of 10-12 customers hoping to get advice.
I work in retail, and if we treat our customers as poorly as your company routinely does we have to give them a refund, and some compensation. However, I know from previous correspondence that's not how your company works.(I do remain slightly grateful for the train tickets to Cornwall, however things really aren't getting better, and memories of that trip and the goodwill it made me have towards FGW are fading fast.)
It really isn't good enough, especially given the price we regular commuters pay to 'enjoy' your service. I look forward to hearing how you are seeking to resolve the service issues, as more rolling stock etc isn't really working. I also look forward to hearing how you will attempt to restore my previous good will, as I am finding it a challenge to be constructive.
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