Making up the rules, again?

[whole diary]

[NickB]

I have a regular relationship with fgw customer services regarding the fact that I have a first class season ticket and they don't supply enough seats. So, every month, I fire them a claim under National Conditions Of Carriage claiming a refund because I have to stand despite having a first class ticket.

Within the past month these are getting rejected on the grounds that I didn't reserve a seat and, quote "no reservation equals no refund". Lovely.

Before I go nuclear on them does anyone have any insight into how fgw have decided to change their terms?

If they are making up lies to suit themselves and disputing the national conditions of carriage I will not rest until they suffer as much as I have.

Thanks

[LiskeardRich]

I've found the following on national rail

If you've treated yourself to a first class ticket and there's no first class accommodation available on your train or a replacement train, you can get a refund for the difference in price between the first class and standard class ticket for the relevant part of your journey. You can do this at the ticket office where you arrive.

[NickB]

Those are the rules as I understand them and even quote in my templated letters. I cannot convey how much these cheats peeve me.

[Oxonhutch]

I noticed after recent disruption that my compensation for a First Class stand had dropped from ^18.70 (17 months ago) to ^8.50.  I sense a resistance to compensate.

[didcotdean]

NRCoC^▸ (National Rail Conditions of Carriage):

38. Travelling in standard class accommodation with a first class ticket If you have a first class ticket (or the equivalent) and the first class accommodation (or the equivalent) shown in the National Rail Timetable is not available in any train you travel in, you may claim a refund of the difference in price between the first class and the standard class ticket for the relevant part of your journey.

Now is there a quibble over what 'available' means and whether seats come into it ...

[NickB]

FGW^▸ (First Great Western) passenger charter
If you hold a First Class ticket and there are no seats available we will offer compensation in National Rail Travel Vouchers or as an e-voucher credit to your online FGW account, based on the cost of your ticket.

I'd like to take suggestions on how to have a face to face with someone at fgw that doesn't involve me travelling to Plymouth or waiting until August for a meet the manager?

[Timmer]

FGW^▸ (First Great Western) passenger charter
If you hold a First Class ticket and there are no seats available we will offer compensation in National Rail Travel Vouchers or as an e-voucher credit to your online FGW account, based on the cost of your ticket.

I'd like to take suggestions on how to have a face to face with someone at fgw that doesn't involve me travelling to Plymouth or waiting until August for a meet the manager?

FGW HQ^▸ (Headquarters) is based in Swindon. Plymouth is where Customer services is based.

[Tim]

Those are the rules as I understand them and even quote in my templated letters. I cannot convey how much these cheats peeve me.

Tradings standards?  Small Claims Court?   

- first step would be to write  second letter threatening those

[bobm]

I would be inclined to write to FGW^▸ (First Great Western) asking for a face to face meeting without threatening anything else at this stage.

They do have some staff at offices in Paddington, but I am not sure whether any of them would be relevant to your complaint.

[chrisr_75]

Why not try emailing the MD first, as an email exchange is a little less emotive than a face to face meeting with someone and also provides you with a record:

<firstname>.<surname>@ firstgroup.com, I'm sure you know the MD's name...

I believe that approach has been used with some success in the past.

I also found things were resolved very rapidly when I contact a national tyre retailer in this way with regards to a complaint that was poorly dealt with (i.e. ignored) at branch level. It can be surprising how swiftly board level management will react to something that otherwise might not get picked up on their radar.

[NickB]

Thanks one and all.  I'll start off with a full and polite email to the top and work down from there.

Thanks

[LiskeardRich]

Why not try emailing the MD first, as an email exchange is a little less emotive than a face to face meeting with someone and also provides you with a record:

<firstname>.<surname>@ firstgroup.com, I'm sure you know the MD's name...

I believe that approach has been used with some success in the past.

I also found things were resolved very rapidly when I contact a national tyre retailer in this way with regards to a complaint that was poorly dealt with (i.e. ignored) at branch level. It can be surprising how swiftly board level management will react to something that otherwise might not get picked up on their radar.

I've certainly had success from emailing MD. Use "power" language without threatening any other action initially.
I cc'd my MP^▸ (Member of Parliament) but that isn't possible right now in the lead up to the election.
My experience is emailing the MD gets results, but it took a while.

[Chris from Nailsea]

In my experience, e-mailing Mark Hopwood (Managing Director, FGW^▸ (First Great Western)) and / or Sue Evans (Director of Communications, FGW) (their names are in the public domain) with a politely expressed enquiry has produced a quite specific reply.

However, it may take a little time, as they will obviously have to pass the query on to the particular team who can help. 

[broadgage]

I noticed after recent disruption that my compensation for a First Class stand had dropped from ^18.70 (17 months ago) to ^8.50.  I sense a resistance to compensate.

Did they state on what grounds the reduction was made ?

[TaplowGreen]

You might want to look at the "1st class reduction - ongoing discussion" thread in Across the West too.