What do you get for your money when you pay a ^10 Administration Fee?

JayMac

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Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #15 on: November 24, 2014, 22:14:35 »

Quote from: richwarwicker on November 24, 2014, 22:00:45

6 weeks sounds quick. Took them 8 weeks to refund me back in the summer!

I'd be interested to know if you were given a reason for that wait. Once (or if) I've heard from management in the relevant department their reasons for the time taken to process refunds, I plan to take my concerns to Passenger Focus.

In the spring I had a 6+ week wait blamed on February's storms. That was just about acceptable although that reason was only given after I'd complained. An 8 week wait in the Summer and now my 6 weeks wait in October/November says to me there are systematic problems that need addressing. It just isn't on to charge for a service and then provide a service that is nowhere near commensurate with the fee being paid.


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Western Pathfinder

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Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #16 on: November 24, 2014, 22:36:00 »

Quote from: ChrisB on November 24, 2014, 19:47:06

Western Pathfinders comment about FGW^▸ making a profit (hinting that it would be better nationalised), hence my response.

Not for one moment did I wish anyone here to think that things would be better if the rail network were to be nationalised again.


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JayMac

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Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #17 on: November 24, 2014, 22:50:49 »

Although a few Swindon built diesel hydraulics on the mainline again wouldn't go amiss, eh? Wink


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"Build a man a fire and he'll be warm for the rest of the day. Set a man on fire and he'll be warm for the rest of his life."

- Sir Terry Pratchett.

Western Pathfinder

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Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #18 on: November 24, 2014, 23:06:28 »

Quite so BNM mind you being old enough to remember when a class 52 was a usual way to be hauled from A2B and of course the introduction of the HST^▸ which was the end of the hydraulic era I wonder how much longer it will be before the HST is regarded as heritage traction ?.


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Pb_devon

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Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #19 on: November 25, 2014, 16:40:17 »

A current report...
I didn't use a ticket for a Bristol-Plymouth journey that I purchased on-line from FGW^▸ . I submitted the online refund form on 15th November, and posted the tickets that day (a Saturday). I have just had an email advising the refund is approved and will appear back in the paying account within 5 days.
^10 deducted as per booking conditions, with which I have no problem.
A different experience (and acceptably speedy) than that reported above!


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JayMac

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Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #20 on: November 25, 2014, 17:48:45 »

Could that be perhaps because the online purchase process is contracted out to a third party? ATOS provide the service on behalf of FGW^▸ and it is presumably they that process the refund.


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"Build a man a fire and he'll be warm for the rest of the day. Set a man on fire and he'll be warm for the rest of his life."

- Sir Terry Pratchett.

Pb_devon

Transport Scholar
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Posts: 287

Re: What do you get for your money when you pay a ^10 Administration Fee?

« Reply #21 on: November 26, 2014, 08:10:04 »

Indeed, BNM.......and the cynic would observe that the quicker they process the refund, the greater amount of the ^10 is profit!!


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