Do GWR outsource their customer enquiries?

[AdamWW]

In the course of an incredibly frustrating dispute with GWR, I have just received the following in my most recent response:
"Thank your contacting Avanti West Coast"

Does this mean that GWR and Avanti both outsource their customer enquiries to a third party?

(One which appears to have no ability to actually address a straightforward question)

 

[HamworthyGoods]

In the course of an incredibly frustrating dispute with GWR, I have just received the following in my most recent response:
"Thank your contacting Avanti West Coast"

Does this mean that GWR and Avanti both outsource their customer enquiries to a third party?

(One which appears to have no ability to actually address a straightforward question)

I believe all First Customer Services are done ‘in house’ by the centralised ‘First Contact Centre’ in Sheffield.

 

[Bletchleyite]

They are both FirstGroup TOCs, and I believe FirstGroup has a single customer contact centre for all their rail companies, though I'm fairly sure it's internal and not outsourced.

 

[AdamWW]

They are both FirstGroup TOCs, and I believe FirstGroup has a single customer contact centre for all their rail companies, though I'm fairly sure it's internal and not outsourced.

I believe all First Customer Services are done ‘in house’ by the centralised ‘First Contact Centre’ in Sheffield.

Ah yes I had forgotten that Avanti was a First company. Less obvious these days.

Thanks.

Shame that they appear to have no ability to actually do something useful.

 

[gray1404]

I think however their tele sales and refunds department is outsourced to capita based in Runcorn.