Very unsatisfactory handling by GWR (Bristol-Worcester : 10-12-2017)

[CentralTrainer]

Wonder if anyone can help with what to do as a result of events today.

Was down in Bristol for work and was due to come back to Worcester tonight.

Checked NRE that stated the last service back had been cancelled due to shortage of train crew - leaving the only option to get home being 2E44 (1641 Bristol Temple Meads to Worcester Shrub Hill).

Got to TM at 1630 - to see that the screens were showing the 1641 going only as far as Cheltenham Spa.

Checked the NRE app - which was showing 2E44 as still going to Worcester SH. Indeed when querying it for the service from Cheltenham to Worcester it was saying that that portion of the journey was still running to time.

Ran it past the GWR member of staff on the concourse who was tasked with Passenger Queries - who, when shown the app output, advised to still get 2E44 and sort things out at Cheltenham if necessary.

So - boarded the service. Half way through (around the time we hit Yate) - the Cheltenham to Worcester leg was now showing as cancelled.

Then as we pulled into Gloucester - we were informed by the Guard that we would terminate here - and any passengers who would have made the onward journey on this service to make ourselves known to platform staff.

The gateline guys had no idea of what was to be done so directed me to the Customer Assistance Office on the platform.

Showed the member of staff there my ticket for Worcester and asked what to do. He advised us all to get on the ATW service to Cheltenham that was about to leave from Platform 4 - and on arrival in Cheltenham to see the GWR station staff there who would “Sort it all out for you”.

Got to Cheltenham. Station staff there said that onward transport would be arranged for only those passengers who were going to Birmingham.

Spoke to the station office staff there to request what could be done for the 7 of us who were going to either Ashchurch or Worcester (which were the two calling points on 2E44). The two station office staff mysteriously disappeared - and one of the dispatchers (the ones wearing the GWR branded hi-viz) simply said “not my problem” and “you should get a taxi then” before flatly refusing to offer any further assistance to the 7 of us stood there.

Meanwhile we watched the coach arranged depart for Birmingham up the M5 - where the next major city - three or so junctions directly up the M5 was - Worcester.

In the end I managed to get myself alternative transport arranged at cost to myself.

So - what is the best course of action as a result of this “encounter” with GWR?

 

[najaB]

So - what is the best course of action as a result of this “encounter” with GWR?

Write to their Customer Services team, explaining exactly what happened and ask for a refund of your taxi fare in addition to any delay compensation to which you're entitled.

 

[CentralTrainer]

How would I work out the delay compensation - would it be to the time we reached Gloucester, Cheltenham or what time I arrived in Worcester in the taxi?

 

[najaB]

How would I work out the delay compensation - would it be to the time we reached Gloucester, Cheltenham or what time I arrived in Worcester in the taxi?

It would be the time that you reached your destination station (or a close approximation if your taxi didn't go directly there).

 

[gray1404]

Defiantly write to GWR complaining. There is also an argument that they are in breach of the National Rail Conditions of Travel as they have failed to get you to your destination. Please include a full and detailed description of all the staff you spoke to including the one who said "not my problem" and refused to assist further.

 

[farleigh]

Spoke to the station office staff there to request what could be done for the 7 of us who were going to either Ashchurch or Worcester (which were the two calling points on 2E44). The two station office staff mysteriously disappeared - and one of the dispatchers (the ones wearing the GWR branded hi-viz) simply said “not my problem” and “you should get a taxi then” before flatly refusing to offer any further assistance to the 7 of us stood there

This is disgraceful.

 

[cuccir]

As with the above. And if they don't respond appropriately then take note of this thread!

 

[pdeaves]

Defiantly write to GWR complaining. There is also an argument that they are in breach of the National Rail Conditions of Travel as they have failed to get you to your destination. Please include a full and detailed description of all the staff you spoke to including the one who said "not my problem" and refused to assist further.

I wouldn't write defiantly, it won't elicit a helpful response. Definitely, yes. (That's probably what you meant, but just clarifying!)

 

[StarCrossing]

I would complain about your treatment at Cheltenham. The encounters at Bristol and Gloucester may well have been frustrating, but it sounds like the staff there gave you the right advice.

 

[nanstallon]

Some of their staff - if they went to charm school, they should ask for their money back!

 

[bb21]

Everything went OK by the sound of it until Cheltenham, and that was a poor show.

If you already held a ticket, they have an obligation to get you to your destination at no extra cost to you. It is inevitable that in an industry the size of the railway you sometimes end up with less than helpful people in customer facing roles. I hope you took their names so that a targeted effort can be made to try and ensure that this absolutely does not happen again.