Great Western Coffee Shop

Written by myself on 17th January, web site to FGW Customer service:

My wife and I travelled up to London with FGW yesterday evening from Chippenham. Ticket trouble (wrong ticket issues - 2 saver singles at 41 pound each rather than returns at 42).

Conductor on train says "go to ticket office to get it sorted at Paddington". Excess fares clerk says "Can't do that here" and lets me out through the
barrier, directing me to the ticket office. Seated behind bullet proof glass (I wonder why?), ticket clerk says "Too late - you've used it" and I've no option but to spend more money to get home.

Frankly, I feel cheated by FGW.

Can we put this right / get a refund of the excess money paid?

Response email, timed at 05:43 this morning (9th February)

Dear Mr Graham

Thank you for contacting us. I was concerned to hear that your journey was not as pleasant as it should have been as a result of a different ticket being issued than the one you asked for.

However I am unable to offer any compensation as the National Conditions of Carriage does specify that it is the customer^s responsibility to check that the correct tickets have been issued. It is also the customer^s responsibility to check travel restrictions beforehand so that the service they use is relevant to the ticket they have purchased (this is written on the front of the ticket). In these situations it is possible to obtain a refund from the station where you purchased the tickets but i regret that this can only happen if the tickets are unused. I regret that on this occasion this is not possible and i apologise for the inconvenience caused.

Thank you for bringing this matter to my attention, and I am sorry I cannot
be of further assistance.

Yours sincerely

Tara Francis
Customer Service Advisor