Great Western Coffee Shop

Hi,

This is probably a stupid question, but I'm a new monthly ticket holder...

Can you claim a refund for cancelled trains on a monthly ticket, or does it all add into the performance percentage?.

The FGW website isn't very clear & with two cancelled trains in the first 10 days of a monthly ticket, it will soon be cheaper to go back to weeklies & claim the refunds!  ;)

All into the Charter PPM % unfortunately.

Welcome to the forum Quoasis!  :)

Details of compensation arrangements for Season Ticket holders can be found in FGW's Passenger Charter. I'm mobile at the moment so can't provide a link, but a Google search for "FGW Charter" should get you to right information.

Indeed: Welcome to the Coffee Shop forum, Quoasis.  :)

Full details are set out in the First Great Western document referred to by my learned friend 'bignosemac' - see page 12 onwards at http://www.firstgreatwestern.co.uk/~/media/PDF/AboutUs/Passenger%20charter/Passenger_Charter_2013.ashx

Hi Quoasis Welcome to the forum, when you come to renew your season ticket you go to the ticket office any void days or discount should be offered to you without having to ask... void days can be used against the cost of the new ticket or in cash .... if the service mainly ran by the company who run the station then the amount will be automatically calculated... if for example you purchase your ticket from salisbury which is a south west trains station but travel to bristol which is a fgw flow, then swt will have to manually calculate the total due to you and or discount if applicable, hope this helps  :)

Hi Everyone & thanks for your comments & greetings ;D

The time has come to renew my monthly ticket.... I have tried to do this online, but the fabled discount doesn't seem to be kicking in - is that only applied when brought via stations? (I have asked FGW but given the normal delay in replying I thought I would ask the experts...)

Also. does the renewal have to run continuously for the discount to be applied? (I'm assuming so, a grace period would be too customer friendly  :P) - I'm off at the end of next week, so if I renew from 01/05 I'm paying for a few days I won't be using.

Thanks

In answer to your second question, yes you do have to renew, but you can take somwe holiday in between and they don't have to follow on without a gap....I think it's renew within 4 weeks (definitely at least two - ask when you renew or at any ticket office)...

Unfortunately, I think there's a discount on punctuality on only two flows at the moment and you don't say what your journey is. Also, cancelled trains get shown in the reliability charter rather than the punctuality charter discount, and all those are within % so no discounts on reliability at the moment.

Depending on what your journey is, you may or may not get punctuality discount of 5%...

Hi Chris,

Thanks for your reply - my journey is Didcot to Maidenhead, so I think this is classed as London - Thames Valley services?

thanks

FYI - just received the following from FGW:

At current, it may be in your best interest to book your next season ticket
at the station ticket office. Although you are welcome to book your season
ticket online, we do not currently offer the functionality to provide the
5% charter discount in advance and it would be calculated and refunded
retrospectively.

There's your answer then - do it online & it seems that your 5% discount (if applicable - or 10% for both reliability (canx trains) or punctuality (lateness) will be refunded after purchase if you renew online - that means finding the whole amount upfront before getting the discount)

Go renew at the station - but there's no discount for cancelled trains currently.

But there is a 5% discount for punctuality, and I suspect the poster was using cancelled trains as a generic term for poor performance, maybe being less familiar with the terminology.

And I explained the difference further up the thread.

The OP repeated then that he wanted comp for cancellations, so I needed to repeat that there is no comp for reliability

And I was helping clarify for the OP that he does have an entitlement to a discount, albeit not the one he specifically mentioned, as I believe your post may have left the impression that he wasn't entitled to any.

Apologies for any confusion caused - the start of the thread was indeed about if cancelled trains, but once this was mentioned they were included in the punctuality figure & not separate that was clear...

The second post was about renewing the ticket (perhaps I should have started a new thread) - I knew that it was a 5% punctuality discount (& nothing for cancellations  ;))but was curious as to when this was applied when renewing via the website as I didn't want to get right to the end of the process & find I had paid full price.

After speaking to FGW the discount can't be applied when renewing online.