Arriva Trains Wales customer relations query.

[Xenophon PCDGS]

I sent them a letter on 8th September regarding a seat reservation query and received an e-mail acknowledgement from them on 13th September, stating that their usual target response time for general queries is ten working days. Nineteen working days have elapsed, so I rang them to monitor matters and was told that there was a very large influx of complaints concerning matters in the first working week of September and that I should amend the time period to twenty-eight working days, until this sudden backlog was cleared.

Mine was just a general query....not a request for a refund, as I know that this takes longer to progress their system. Does anyone know what occurred that might have caused them to be inundated with complaints in the first working week of September ?

 

[Gareth Marston]

I sent them a letter on 8th September regarding a seat reservation query and received an e-mail acknowledgement from them on 13th September, stating that their usual target response time for general queries is ten working days. Nineteen working days have elapsed, so I rang them to monitor matters and was told that there was a very large influx of complaints concerning matters in the first working week of September and that I should amend the time period to twenty-eight working days, until this sudden backlog was cleared.

Mine was just a general query....not a request for a refund, as I know that this takes longer to progress their system. Does anyone know what occurred that might have caused them to be inundated with complaints in the first working week of September ?

sorry nothing Cambrian wise.

 

[atclfc]

I've written to complain to them on several occasions and never received an answer within 2 weeks. And if you're after a refund, whether obligatory or not, expect to jump through hoops before you get it.