What do you get for your money when you pay a ^10 Administration Fee?

[whole diary]

[JayMac]

6 weeks sounds quick. Took them 8 weeks to refund me back in the summer!

I'd be interested to know if you were given a reason for that wait. Once (or if) I've heard from management in the relevant department their reasons for the time taken to process refunds, I plan to take my concerns to Passenger Focus.

In the spring I had a 6+ week wait blamed on February's storms. That was just about acceptable although that reason was only given after I'd complained. An 8 week wait in the Summer and now my 6 weeks wait in October/November says to me there are systematic problems that need addressing. It just isn't on to charge for a service and then provide a service that is nowhere near commensurate with the fee being paid.

[Western Pathfinder]

Western Pathfinders comment about FGW^▸ (First Great Western) making a profit (hinting that it would be better nationalised), hence my response.

Not for one moment did I wish anyone here to think that things would be better if the rail network were to be nationalised again.

[JayMac]

Although a few Swindon built diesel hydraulics on the mainline again wouldn't go amiss, eh? 

[Western Pathfinder]

Quite so BNM  mind you being old enough to remember when a class 52 was a usual way to be hauled from A2B  and of course the introduction of the HST^▸ (High Speed Train)  which was the end of the hydraulic era I wonder how much longer it will be before the HST is regarded as heritage traction ?.

[Pb_devon]

A current report...
I didn't use a ticket for a Bristol-Plymouth journey that I purchased on-line from FGW^▸ (First Great Western).   I submitted the online refund form on 15th November, and posted the tickets that day (a Saturday). I have just had an email advising the refund is approved and will appear back in the paying account within 5 days.
^10 deducted as per booking conditions, with which I have no problem.
A different experience (and acceptably speedy) than that reported above!

[JayMac]

Could that be perhaps because the online purchase process is contracted out to a third party? ATOS provide the service on behalf of FGW^▸ (First Great Western) and it is presumably they that process the refund.

[Pb_devon]

Indeed, BNM.......and the cynic would observe that the quicker they process the refund, the greater amount of the ^10 is profit!!