(1) Raising with issue with GWR not only draws the attention of management, but also provides an opportunity to praise the helpful member of staff.
(2) Can someone explain for me, please, why the "U1-6 - Crawley" ticket wasn't anyway valid on the GWR train from Ealing Bdwy to Paddington. Isn't the "U1-6" part just a travelcard for Zones 1-6? Thanks.
Just to let you know that I submitted a letter to GWR, complaining about the attitude at the Gate Line, praising the RPI for their consideration and pointing out that there actions resulted in my overall journey being delayed by over 30 minutes. I received the following reply, which actually explains nothing;
Dear Mr XXXX
Making sure we give you great service
Thank you for getting in touch about your trip to Crawley on 4 April. I was concerned to learn about the incident you described after getting to Paddington.
We work hard to make sure we give our customers a great service, so its disappointing you feel so let down this time.
We do our best to help you wherever we can
We train all of our staff to a very high standard. That way they can help our customers stay safe, and get the right information when they need it. They can also help them with any requests they have.
When they are unable to help, we expect our staff to explain why they cant help, be polite, and see if theres anything else we can do. If that wasnt the case with the person you spoke to, Im sorry. Well be going through all the details of your complaint with them, and their manager, so we can make sure that the right policy is being followed.
Thanks for getting in touch
Thank you for taking the time to write. If there is anything else we can help you with; please do not hesitate to contact us again.
Yours sincerely
XXXX XXXX
Customer Support Advisor