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February 18, 2018, 03:08:27 AM *
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Author Topic: GWR’s compensation scheme is all delay and no repay  (Read 11896 times)
grahame
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« Reply #120 on: October 23, 2017, 03:53:13 PM »

Speaking with GWR customer service about the cancellation of the 18:39 Westbury to Swindon (trying to work out what to do about passenger counts and surveys), they were advising passengers to wait for the next available train which was the 19:41.   "As it's over an hour's delay, they can claim a full refund"; I asked how long that would take and was informed the current estimate is 28 working days.
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ChrisB
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« Reply #121 on: October 23, 2017, 03:59:32 PM »

Nearly 6 weeks....I guess that has dropped slightly
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t0m
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« Reply #122 on: October 23, 2017, 06:13:23 PM »

Nearly 6 weeks....I guess that has dropped slightly

You would be lucky to get a reply to an email in that timeframe!
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t0m
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« Reply #123 on: January 19, 2018, 10:38:10 PM »

So the compensation saga continues..

I renewed my HSS season ticket in December only to find the ticket office refused my 5% season ticket renewal discount because they couldn't find any record of my season ticket on their computer systems (apparently because I purchased it online).

They told me to write to the customer relations team. Customer relations managed to reply within 3 weeks (must be a record) but to tell me that they don't deal with such compensation claims. Stations do.

So from pillar to post.. I still have a zero% success rate in getting GWR to pay out compensation without unbelievable pain.
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TaplowGreen
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« Reply #124 on: January 20, 2018, 09:05:53 AM »

So the compensation saga continues..

I renewed my HSS season ticket in December only to find the ticket office refused my 5% season ticket renewal discount because they couldn't find any record of my season ticket on their computer systems (apparently because I purchased it online).

They told me to write to the customer relations team. Customer relations managed to reply within 3 weeks (must be a record) but to tell me that they don't deal with such compensation claims. Stations do.

So from pillar to post.. I still have a zero% success rate in getting GWR to pay out compensation without unbelievable pain.

email Hopwood directly and cc it to as many newspapers/MPs/Local Councillors as possible, in my experience that tends to light a fire under their arses and provokes a very swift response.
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t0m
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« Reply #125 on: January 20, 2018, 09:45:04 PM »

email Hopwood directly and cc it to as many newspapers/MPs/Local Councillors as possible, in my experience that tends to light a fire under their arses and provokes a very swift response.

I did eventually get my last one resolved via that method.. took 6 months.

Went back to the station today. They once again denied they could help. Have agreed to investigate and call me back at some point.. at least someone has finally taken some responsibility!
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bignosemac
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« Reply #126 on: February 13, 2018, 12:00:47 AM »

I've had no correspondence with GWR for many months.

But guess what? Despite all the requests, despite the promises to cease and desist, made directly to me and through the ICO,  the marketing muppets have started sending me unsolicited and unwanted emails AGAIN. Which means they still hold personal information about me that they promised would be deleted.

I'm not giving GWR any chances this time. Straight back to the ICO.
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