Anyone know who can help at First Great Western???

9 replies
Found 12th Aug 2010
So - totally my fault I understand, but could really do with some help trying to rectify this.

I booked some tickets through FGW Trains from Redruth to London Paddington on the 3rd Sept and all was fine.

Went back to book the return tickets for the 5th Sept and all was well, as I was going through the motions - I noticed the date had flipped back to the 3rd Sept. So I changed it back to the 5th and continued.

I scanned my confirmation emails and all was well until tickets arrived today.

Seems that when I booked the return journey, not only had the date kicked back - but so too had the loactions. So I have two sets of tickets from Redruth to London instead of a return leg.

Clearly my ageing brain only noticed the date kick back and didn't realise the destinations were the wrong way around.

I've called several departments which say they cannot do anything at all to help. Even their complaints dept can't do anything but lodge a complaint, and although I can complain that their system kicked back to previous details - I can't really complain about my foolishness.

So - does anyone know of a number/ department that can help? Or does anyone know of somewhere I might be able to sell the tickets on? I can't afford to be out of pocket and pay again for the return leg....

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9 Comments

You can get a refund on the tickets but you have to pay an admin fee of about £10 i think

Mod & Ed

Managing director.Mark Hopwood.
Head office.
Milford House
1 Milford Street
Swindon
SN1 1HL

Original Poster

lilsmithy

You can get a refund on the tickets but you have to pay an admin fee of … You can get a refund on the tickets but you have to pay an admin fee of about £10 i think


Apparantly not as they are advance tickets. =(

wishihadadonkey

Managing director.Mark Hopwood.Head office.Milford House1 Milford … Managing director.Mark Hopwood.Head office.Milford House1 Milford StreetSwindonSN1 1HL


Thanks, but what do I do with the details? Post a complaint?

I wouldn't mind paying an admin fee to change them, the tickets I want are the exact same price. You would think someone would just be able to transfer them!

Mod & Ed

lilsmithy

You can get a refund on the tickets but you have to pay an admin fee of … You can get a refund on the tickets but you have to pay an admin fee of about £10 i think

wishihadadonkey

Managing director.Mark Hopwood.Head office.Milford House1 Milford … Managing director.Mark Hopwood.Head office.Milford House1 Milford StreetSwindonSN1 1HL




Well I wouldn't complain, I would write a nice letter explaining the circumstances and asking for his help, being nice can sometimes get you further than complaining

Original Poster

wishihadadonkey

Well I wouldn't complain, I would write a nice letter explaining the … Well I wouldn't complain, I would write a nice letter explaining the circumstances and asking for his help, being nice can sometimes get you further than complaining


Have been as nice as I possibly can, I agree that's the only way to get anyone to want to help. No luck so far. Will give it a go if nothing else crops up. Thanks.

Hi MonkeyWhiskers - Sorry you've had some problems booking through our website - we always try and help out when customers make genuine mistakes. If you had noticed the error a little earlier and given us a call we could have cancelled the tickets before they were processed and let you rebook without any admin/cancellation fee.

Advance tickets are the best value tickets we do, which is why we don't give refunds on these types of ticket. As a one-off, we might be able to help you out this time. If you drop me a private message with your email address, we'll get in touch.

Thanks for giving us the chance to help out, and we hope you enjoy your journey with us.

Dan
First Great Western

Mod & Ed

FGWCustomerService

Hi MonkeyWhiskers - Sorry you've had some problems booking through our … Hi MonkeyWhiskers - Sorry you've had some problems booking through our website - we always try and help out when customers make genuine mistakes. If you had noticed the error a little earlier and given us a call we could have cancelled the tickets before they were processed and let you rebook without any admin/cancellation fee.Advance tickets are the best value tickets we do, which is why we don't give refunds on these types of ticket. As a one-off, we might be able to help you out this time. If you drop me a private message with your email address, we'll get in touch.Thanks for giving us the chance to help out, and we hope you enjoy your journey with us.DanFirst Great Western




Aah, thats nice of you to take the time to post on here

Original Poster

FGWCustomerService

Hi MonkeyWhiskers - Sorry you've had some problems booking through our … Hi MonkeyWhiskers - Sorry you've had some problems booking through our website - we always try and help out when customers make genuine mistakes. If you had noticed the error a little earlier and given us a call we could have cancelled the tickets before they were processed and let you rebook without any admin/cancellation fee.Advance tickets are the best value tickets we do, which is why we don't give refunds on these types of ticket. As a one-off, we might be able to help you out this time. If you drop me a private message with your email address, we'll get in touch.Thanks for giving us the chance to help out, and we hope you enjoy your journey with us.DanFirst Great Western




Wow! Thanks, will drop you a message. And thanks to wishihadadonkey for the heads up - wish I could rep you.

Original Poster

Well - that turned out to be pointless and a great reflection of the service I received all together. No help, no suggestions.....NO REPLY!
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