headshot119
Established Member
I've sent a similar email off to customer services at ATW this afternoon, after receiving the most fantastic service I've ever had off a TOC during a period of disruption.
Arriving at Cardiff Central last night in time to catch the 21:17 to Chester, intending to change at Shrewsbury for onward connections to Wrexham, I found that the train had been cancelled. And at that point I was a little bit concerned about getting home after the last time the last train was cancelled.
The gate line staff at Cardiff Central where amazing, and within a couple of minutes they'd arranged to have a duty manager come down and speak to me and another passenger (who was going to Manchester Airport), but both of them assured me we'd get home and they wouldn't strand us.
The duty manager came down and said they'd organised onward taxis for both of us, and that Shrewsbury / Crewe stations had been informed. He asked us to travel on the 21:55 to Crewe and we'd only be home a little bit later than if we'd got the earlier train.
The stock for the 21:55 pulled in and a member of platform staff made a point of letting us know to go and keep warm and he'd ensure the guard knew our situation and what had been planned for us.
On departure the guard came round and on seeing my ticket quoted my name, and said he'd ensure a taxi was sorted out for me at Shrewsbury.
On arriving at Shrewsbury I (and two other passengers) where greeted at the door and by name, and got quickly whisked into a taxi with profuse apologies for the delay.
Every single member of staff who helped me last night was a credit to there company, everyone was so apologetic, and seemingly couldn't do enough to ensure we all got home.
It's a shame we don't see more stories like this on this forum.
Arriving at Cardiff Central last night in time to catch the 21:17 to Chester, intending to change at Shrewsbury for onward connections to Wrexham, I found that the train had been cancelled. And at that point I was a little bit concerned about getting home after the last time the last train was cancelled.
The gate line staff at Cardiff Central where amazing, and within a couple of minutes they'd arranged to have a duty manager come down and speak to me and another passenger (who was going to Manchester Airport), but both of them assured me we'd get home and they wouldn't strand us.
The duty manager came down and said they'd organised onward taxis for both of us, and that Shrewsbury / Crewe stations had been informed. He asked us to travel on the 21:55 to Crewe and we'd only be home a little bit later than if we'd got the earlier train.
The stock for the 21:55 pulled in and a member of platform staff made a point of letting us know to go and keep warm and he'd ensure the guard knew our situation and what had been planned for us.
On departure the guard came round and on seeing my ticket quoted my name, and said he'd ensure a taxi was sorted out for me at Shrewsbury.
On arriving at Shrewsbury I (and two other passengers) where greeted at the door and by name, and got quickly whisked into a taxi with profuse apologies for the delay.
Every single member of staff who helped me last night was a credit to there company, everyone was so apologetic, and seemingly couldn't do enough to ensure we all got home.
It's a shame we don't see more stories like this on this forum.