Swindon - Guildford Season Ticket Renewal

[whole diary]

[Pedros]

Hi all,

Hoping someone could help...

I've just had to renew my season ticket from Swindon - Guildford, which I did over t'internet. Whilst renewing it said something along the lines of "you may be entitled to a discount or void days under the discount rules...and any discount will be applied at purchase"  However, when everything got processed, no discount or void days were added, and I now have the ticket which is as standard.  Is this right?  Should I, or could I of received some form of discount for my renewal? 

I appreciate its probably a cheeky question, and I should 'take it on the chin son' but I thought that I'd ask (especially considering some of the 'joyful' journeys that have taken place) and you guys know everything...

Another question that has just popped into my brain...I'm aware that FGW^▸ (First Great Western) offer compensation when there are delays that are in their control, but what happens if it is someone else's doing (e.g. Network Rail over running engineering works/ points failure etc)?  I presume that FGW are compensated, but I gather they don't have to pass any compensation on to passenger (sorry, customer)  What happens to this compensation?  Is it a side-revenue stream (cynical wording, but couldn't think of another way of putting it.

Look forward to hearing your thoughts.

[ChrisB]

Another question that has just popped into my brain...I'm aware that FGW^▸ (First Great Western) offer compensation when there are delays that are in their control, but what happens if it is someone else's doing (e.g. Network Rail over running engineering works/ points failure etc)? 

Any rail-related delay will fall under compensation, assuming the length of delay qualifies othwerwise for compensation - regardless of who causes it. So a NRail points or signal failure both count & you can claim.

The things you can't claim for are those caused by outside influences - suicides, vandalism, theft of cables, that kind of thing.

However, I scored a point with another TOC^▸ (Train Operating Company) recently - they had a herd of cows escape onto the line & several were hit & killed. Caused delays of over 3 hours.

I showed that, as NRail are charged with maintaining railside fences, that cows that escape through ill-maintained fences (rather than through an open gate left open by a walker - which wouldn't score) is a reason for compensation as a rail-related delay.
This was after they refused to pay - and so they re-engaged with those that had claimed to offer proper compensation. Hat's off to that TOC!

[Pedros]

Thanks Chris, as ever very helpful

I've done a little more digging now, and looked on FGW^▸ (First Great Western) Passenger Charter with regards to performance figures and the discounts applicable for Season Tickets info.  The web says for 'High Speed services punctuality is below trigger 5%discount applies' and 'London- Thames Valley services below the trigger 5% discount applied', however, how would a Swindon - Guildford apply to these 'regions'?

Sorry, for the stupid questions, but if I am entitled to a discount I'd really would like to know.

Thanks again

[Andrew1939 from West Oxon]

I would have thought you would be eligible for a 5% discount because as far as I know there is no direct Swindon/Guildford service and if you should be delayed by bad punctuality in getting to Reading you could well miss your connection to Guildford. I suggest you argue it out with who ever you renewed your season ticket.

[ChrisB]

Call Custyomer Services and ask them which group of services your journey is included in.

If the recognised route is Swindon -> Reading / Reading -> Guildford then it'll either fall in LTV^▸ (London [and] Thames Valley) or HST^▸ (High Speed Train (Inter City class 43 125 units)), so yes, I'd agree, 5% ought to be offered.

If they do advise it is one or other of those groups, ask a follow-up about your renewal....

[Pedros]

Thanks again guys, I'm so glad I asked the question.

So, I spent about 50minutes being passed from pillar to post and being told to phone a different department/ company etc.  Basically speaking, after a lot of too-ing and fro-ing, FGW^▸ (First Great Western) told me to phone The TrainLine who ,after much hold musak, said that no discount should be applied, but when I asked for them to explain why, they said they couldn't and I should phone FGW Customer Enquiries.  Phoned FGW and much more hold musak, they said that in fact, I was correct and that I should receive the 5% discount.  "Great, so how do I get The Trainline to speak to you guys to confirm this?"
"Well, you just need to call them and hope they follow it up"  So I phoned The Trainline back again and after a lot more tinnitus-inducing hold musak, I spoke to someone who at least appeared to be a little more helpful, but the upshot is, they need to do "some investigating" and "some calling of people" to see what happens or how this should work...they took my number and said they will call me back. 

I'm highly frustrated, and am giving both organisations a damn good frowning (its about as aggressive as I get!) but I now have the bit between my teeth and will follow this through until I'm satisfied.  If I do get the discount, thats ^290 I could've missed out on, which ain't insignificant.  I will keep you posted, but wanted to say a big thank you for at least humouring me, and encouraging me to take this up.

We wait...

[JayMac]

Put all the issues regarding being passed from pillar to post in a strongly worded letter to FGW^▸ (First Great Western).

If the issue of your 5% discount is not resolved (how many others have not received it after purchasing online?) then I'd advise you escalate the matter and bring it to the attention of Passenger Focus.

[Pedros]

Well guys, I owe you all a pint!  After much 'investigating' I received a voiemail from the Trainline saying that I WAS entitled to a discount, and that I should call them up, give them my details and they will arrange a refund.  Huzzah, well thats is ^290 that I didn't expect to see (and which my missus has allocated already!)

The odd thing was, and I'm not sure whether this is just an attempt to palm me off, but despite them saying that both parts of my journey were below the trigger point for punctuality, the excuse they said was that they'd only just been passed the up to date performance figures, which frankly I find an astonishing excuse. I will ask them for a little more detail on this when I call this morning.  But as Bignosemac said, who else is blissfully unaware that they should have received a discount?  Also, would this be any different if I'd have bought the ticket in person?

Anyway, despite the frustrations of the calls (and yes, I will be writing a letter about the debacle to FGW^▸ (First Great Western) and Trainline) a positive outcome was achieved. 

Thank you thank you thank you