Great Western Coffee Shop

Hi,

On the day of the Fare Strike, I met the FGW Director of Customer Excellence (the best-ever example of an oxymoron!) at Swindon station.

After voicing my disappointment at the level of service, I also mentioned how annoyed I was at the stopping of the Forward scheme. A bribe of a free cup of coffee once a month goes a long way to keeping me happy!

She assured me that I would receive something in the next week detailing some sort of replacement to the Forward scheme, as I haven't received anything, I was hoping that someone here would have her contact details, so I can chase it up with her...

Any help will be gratefully received!

Thanks.

That would be Barbara Hollman.

You could try ringing FGW at Milford House HQ on 01793 499400 and asking to be put through to her office.

Hi JPR, welcome to the forum, and you have illustrious initials for those of us who are Welsh rugby supporters for the last 30 years.

I don't disagree with you, and you are right in the comment about her title being an oxymoron, but I'd much rather they sort out the rolling stock, don't remove most of the buffet cars, etc than spend management time worrying about their loyalty scheme.

Mind you, had a "good customer experience" at the buffet car this morning, but will post that separately. 

Its not an oxymoron - the customers are excellent.

I'd be interested in hearing anything you find out about the proposed replacement for the Forward scheme as
well, JPR. My wife and I used to regularly (well, once a month anyway) make use of the free weekend upgrades to first class and the free weekend parking at Chippenham station as an excuse to go on trips and outings - we don't bother now though, so FGW have lost that extra business altogether through their short-sightedness.

Like you say, details of a replacement scheme were definitely promised though, so I'd be intrigued to hear what's in store. (Probably nothing - a measure of the value FGW place on customer loyalty now they know the franchise is secure I suppose)

Well, FGW themselves are not particularly forthcoming about what's happening: see http://www.firstgreatwestern.co.uk/Content.aspx?id=54

E-mail addresses at FGW are apparently in the format, firstname dot surname (at) firstgroup dot com , so you could always try asking Barbara Hollman on that basis ...  ;D

Thanks to all of you for your help and the welcome to the Forum.

To John R - I'm not just upset about the lack of the Forward scheme, that's just a bit of the conversation I had with Barbara Hollman.  I spent more per month on my travel than i do on my mortgage, and I think that the removing of the scheme doesn't really tie in with any concept of customer excellence.

I'd much rather that FGW were investing in better trains, but an occasional free coffee as a thank you for throwing tons of cash at them would be nice.

You'll be lucky to get to pay for a coffee at all in future, let alone get it free. Travelled on the 1530 ex Padd today. No buffet car, trolley service with not much choice, and train rammed. First Transforming Travel again. They'll be selling scratchcards on trains soon.