Could you possible post a copy of your reply from Customer Relations? We can then see what they are saying and help you draft a reply back to GWR Customer Relations acting for the case to be reviewed by a Manager and for them to look at their reply again. If this is still not to any avail then you can take the case to Transport Focus (I see your problem started on 30 November).
Thank you for the various comments. Here is the reply I received:
"Thank you for your email regarding your e- tickets.
I can confirm that you will be able to amend your tickets, however there are some restrictions that we need to make you aware of, which I have listed below.
There are only two changes you can make to your ticket, these are;
• the date of travel,
• the scheduled departure time.
If you would like to amend these, you must do this at the original point of purchase, and there is a £10.00 admin fee applied per ticket.
For tickets purchased online, you must complete the amendments a minimum of 5 days before the original date of travel.
For tickets purchased at the station, you must complete the amendments a minimum of 24 hours before the date of travel.
However, if you would like to change any of the station details, unfortunately this is not something we can amend. You would need to purchase a new ticket, but your original unused ticket may be eligible for a refund. Please feel free to contact our customer support team for more information on this.
Just to let you know, there may be times when you have to pay the difference between the ticket you originally held and the cost of amended ticket. What this means is that if, for example, you held a super off peak ticket and wanted to travel at peak times, you may have to pay an extra fee to make your ticket valid at that time of day.
As mentioned above, if you do require any further information or would like to discuss your options in more detail, please feel free to call our customer support team on 03457 000 125
Thank you for contacting us
Once again, thank your for your contact. I hope this has helped with your query. If you are travelling with us soon, we hope you have a pleasant and enjoyable journey."
So, as I said above, just quoting the terms and conditions.
The gist of my complaint was that Paddington ticket office were unwilling to amend Mobile e-tickets. The original agent I spoke to there was unsure what to do and called another over who said that e-tickets could not be amended because the system would allow it to be done multiple times from one original. In the course of our discussion, he said :"It's not just you, I've told hundreds of people that e-tickets cannot be amended!". So there is clearly a knowledge gap between Customer Services and ticket offices.
I am now out of pocket because I have had to buy two new tickets to replace those that I could not amend.