Great Western Coffee Shop

I feel such a fraud. I took my wife to see an exhibition in London today as a treat. Booked the tickets ages ago and got myself a pretty good deal (could've been cheaper, but I plumped for First Class since, as I say, it was a treat). Parking at Westbury - admittedly requiring a ten mile drive from home to get there, but I'm sure I don't need to mention here that the train service from Melksham is pitiful - was plentiful and, after 10am, tremendously good value. The train (from Penzance) arrived in Westbury right on the button, and was on time into Paddington too despite there being an eight minute hold-up in Reading, so top marks for that. Service on board was exemplary. The train manager even publicly wished a particularly good day to two ladies who he'd moved into 1st Class from Coach A during the journey for some unspecified reason, which brought a smile to everyone's face (or at least, all those around me).

Coming back, the First Class Lounge at Paddington was clean, well-stocked (the cake looked home-made!) and super-friendly; the train left on time; and the staff couldn't have been more helpful, even adjusting the air-conditioning to suit one customer who'd remarked on it.

All in all, a faultless day out - largely thanks to First Great Western staff, who without exception went the extra mile to demonstrate great customer service.

People are understandably quick enough to complain when things go wrong. And I feel such a fraud, because I'd be at the forefront normally. I just thought it was worth saying publicly therefore that occasionally things can also go spectacularly right, and it was my lucky day today. Thanks, FGW!

FGW certainly have their faults, but MOST of my journies go well, unfortunatly it is the ones that dont that tend to be more memorable.

My most frequent trip is on the Golden Hind from Paddington to Taunton. First open ticket to be virtualy certain of a seat in the Pullman.
This service is very busy and in years gone by I have complained about not getting a seat in the restaurant despite paying the full first fare, this is now much improved I am pleased to say.
Also in years gone by I have complained about the regular non appearance of the Pullman, it has been much more reliable in the last couple of years I am pleased to say.

I return to London on the 13-34 from Taunton, purchasing only a steerage ticket for this journey, nothing is gained by paying the first class fare in this case as space is usually available in the restaurant for steerage customers.
If the Pullman fails to appear or is full, then I wait for 14-23 which also has a restaurant. It is rather a wait but better than paying well over ^100 extra for first class, still unfed, or putting up with steerage.

I believe the vast majority of long distance Inter-City journeys are pleasant experiences (if passengers are sensible enough to reserve a seat).

Sadly, this positive always seems gets drowned out by London-bound commuters. Thus any discussion in the media always revolves around the cost of commuting, getting to work late etc, etc.

Now they have my sympathy, honest, but it would be nice to hear from satisfied Inter- city punters once in a while.

My inter city journeys are usually fine, I have been subjected to the odd memorable cockup, but not very often.
My regular inter city journeys are however not very typical, being largely confined not only to HSTs but also to services with restaurants.
If I had to regulary use the so called inter city services from London liverpool street (downgraded to inner suburban seating layout) or services from Waterloo (downgraded to DMUs) or anything innvolving Voyagers, I would probably be rather less satisfied.

My potential rail commuting journey is so bad that I have virtually given up on FCC and use the much slower but cheaper, more reliable, more comfortable, and less stressful bus instead.