Really nice experience on GWR when the signalling went down back in May. Thanks to them keeping the trains moving, even if I had to change at Swansea on a trip to Cardiff which was supposed to be direct, I got there earlier than my Advance ticket had suggested, thanks for being able to hop on a late running earlier service and staff keeping things flowing on the station platforms.
Also I got on the wrong train at Plymouth a few years back when two Reading trains were sat in the station at the same time. I only noticed I was on the wrong one when I thought it was very strange that nothing much was happening as we nearest departure time. Then -- with a lot of luggage in tow as it was just after a sci-fi convention and I pack a different costume for every day plus street clothes, plus merchandise I'd bought at the convention, so I doubt it would have been easy to change trains anyway -- I saw the other train leaving on time.
The train crew were great and updated my advance ticket with an excess. I think it was because I'd tried to find them immediately when I realised what had happened, and I was able to pay when she came round. I actually thought that was pretty much standard practice before finding this forum, although to be frank it's also why now I budget for a walk-up ticket because it was still embarrassing to have made the mistake. Advances are useful and I use them a fair bit, but I also remember it not being very fun being hours early for a train in Hereford when I'd exhausted what there was to do there (seeing Mappa Mundi) and couldn't get on a train immediately.
I've been commuting with GWR for nigh on 13 years and they have always been helpful. They sent me back my purse and provisional licence when I lost it on board, even after I'd given up on getting it back. (Obviously I'd cancelled my bank card and it was missing along with a small amount of cash, but getting the provisional licence renewed is a PITA, particularly when you use your married name in ordinary life but still have documents in your maiden name -- long story, cancer widow within three years of being married etc etc -- so actually it was much better to have it back because it had my address on it.)
(I also have to recommend one of the ticket clerks at Hartley Witney. He used to be the postman in my parents village and was an integral part of the local church. I moved away but I saw him again earlier in the summer and we had a nice chat before he had to go back to work and I had to catch my train.)
I can't say I've ever had a problem on the railways at all, though. Some mysterious gentleman paid a £50 'fine' for me at Reading when I'd lost my ticket from Bristol (can't remember the specifics as it was 2007) and had no money on me except the bus fare home. Whether that says more about me or the people I come into contact with I don't know, but as a former frontline worker in the NHS myself it's important to me to treat other service workers with respect and sort out any problems before they end up in having to pay money I don't have to get out of a station gate line!
