Thank you for your email relating to your journey from Bedminster to Patchway 11th February 2019 and for the offer to pay for the ticket from Bedminster to Patchway.
I am sorry you are unhappy with our offer to settle this matter.
The offer of £84.40 remains outstanding and is available until 22nd March 2019.
Buying a ticket on the train
As my colleague (name redacted) advised in his email, as you had come from a station with no facilities it would have been your responsibility to seek out the person selling tickets on the train.
It is not up to our member of staff to come to you as they do not always get time to go through the whole of the train as something could prevent them from doing so.
Allowing extra time
Whilst I appreciate that there was little time before your connecting train at Bristol Temple Meads Station, it would be up to you to go and purchase your ticket from the facilities there or to wait for the next train.
Online ticket purchase
There would also have been the option to purchase an e-Ticket before you started your journey at Bedminster.
Retrospective ticket purchases
We do not allow the purchase of a ticket once a travel irregularity has taken place.
Late trains
Having looked carefully into this case and your email, I can see that our inspector has followed the correct procedures and taken the correct action. I can also see from your email that you are not happy with some of our services, we cannot deal with this here in this team. In order to formally raise this issue, you need to get in touch with our Customer Services team, their details are below. Please remember to resolve your ticket issue, here with this team, Customer Services will not be able to help with this.
• By telephone on 0345 7000 125
• By e-mail at
[email protected]
• By post at Freepost GWR CUSTOMER SUPPORT
What happens next
If we receive payment of £84.40 by 22nd March 2019 this case will be closed with no further action. If we do not receive payment you will incur further costs.
How to pay (etc.)