Great customer service all round.

[whole diary]

[JayMac]

Today (13/10/2010) after sorting out things that needed be done at the tax office and Jobcentre I took myself off to Temple Meads so's I could get to Reading and return on the down Golden Hind as far as Taunton or Exeter with the hope of getting a seat in the Pullman restaurant for a slap up meal.

I took the 1523 (Cardiff-Pompey) ex BRI^» (Bristol Temple Meads - next trains) to connect into the 1606 WSB^» (Westbury - next trains)-PAD^» (Paddington (London) - next trains) to get me to Reading in time for the Golden Hind back down to Taunton/Exeter.

The 1523 was running 5 late all the way to Westbury, and it looked likely that I would miss the connection at WSB. A quick chat with the Conductor, who liaised with WSB staff and Swindon Control saw that I made the connection. There was two other people who also wanted connections for Pewsey and Newbury and the Conductor managed to arrange for the 1606 to be held at WSB should we be late. As it happened we arrived into WSB at 1604 and there was enough time to stroll through the subway to board the 1606. When I chatted to the TM^▸ (Train Manager, or Ticket Machine, or Temple Meads (Bristol), depending on context) onboard the 1606 he said he'd recieved the call from control allowing him to delay his train until 1608 at the latest. Turns out that this service, whilst advertised publically to depart WSB at 1606, is actually in the working timetable as a 1607:30 departure!

Top marks though for the staff doing their upmost to ensure connections were made.

After my turnaround at Reading I was disappointed to discover there were no seats available in the Pullman restaurant on the 1832 - it was fully booked from PAD - but the lead Customer Host said I could order a main course (they had sufficient stock for me to have had the baked trout!) and take it to my seat (plated and everything!) in coach E or eat it stood in the Buffet! I declined but was nonetheless impressed by the kind offer.

Now, that's my idea of great customer service! Email sent to FGW^▸ (First Great Western) towers naming the Conductor on the CDF^» (Cardiff - next trains)-PMH and the lead CH on the down Golden Hind.