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Worcester_Passenger
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« Reply #135 on: December 19, 2016, 14:21:32 » |
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Hooray. I've had a "we're sorry for the delay" letter from GWR▸ , which includes
To help put things right a cheque for £60.00 will be sent to you, to cover the cost of your journey. This will be with you soon.
This relates to a journey that I made on August 15, when a bridge bash meant that the 17:22 Paddington - Hereford was cancelled beyond Moreton-in-Marsh and we ended up with road transport.
Four months...
I'll report back when the cheque arrives.
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JayMac
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« Reply #136 on: December 19, 2016, 17:45:45 » |
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May I suggest that you avoid holding your breath waiting for the cheque.  |
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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Chris from Nailsea
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« Reply #137 on: December 19, 2016, 18:28:26 » |
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On the other hand, why couldn't the writer of that letter have simply enclosed a cheque with their letter?  In one of my previous employments, working in the complaints team of a large organisation, I would have strolled over to the accounts team and asked them to issue a cheque for the relevant amount, payable to the complainant, so that I could tuck that into the envelope with my letter of (genuine) apology.  And we didn't (weren't allowed to!) take four months to get to the stage of even writing such an apology letter. |
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William Huskisson MP▸ was the first person to be killed by a train while crossing the tracks, in 1830. Many more have died in the same way since then. Don't take a chance: stop, look, listen.
"Level crossings are safe, unless they are used in an unsafe manner." Discuss.
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JayMac
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« Reply #138 on: December 19, 2016, 18:34:24 » |
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What you have to remember though is that GWR▸ customer Service has gone from crap (Serco) to Crapita.
It's no wonder one of the brightest stars of GWR Customer Service (well known to many on this forum) has jumped ship. I suspect he's not alone.
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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Worcester_Passenger
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« Reply #139 on: December 19, 2016, 18:36:14 » |
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May I suggest that you avoid holding your breath waiting for the cheque. Agree completely. On the other hand, why couldn't the writer of that letter have simply enclosed a cheque with their letter? In one of my previous employments, working in the complaints team of a large organisation, I would have strolled over to the accounts team and asked them to issue a cheque for the relevant amount, payable to the complainant, so that I could tuck that into the envelope with my letter of (genuine) apology. And we didn't (weren't allowed to!) take four months to get to the stage of even writing such an apology letter. Agree completely |
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jdw.wor
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« Reply #140 on: December 19, 2016, 18:55:18 » |
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I have had a slightly different experience today. I have received a compensation cheque for a journey in the summer. The accompanying letter starts; "Further to your recent contact with us"!! My claim was sent the day after the delay
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LiskeardRich
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« Reply #141 on: December 19, 2016, 19:06:04 » |
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On the other hand, why couldn't the writer of that letter have simply enclosed a cheque with their letter? In one of my previous employments, working in the complaints team of a large organisation, I would have strolled over to the accounts team and asked them to issue a cheque for the relevant amount, payable to the complainant, so that I could tuck that into the envelope with my letter of (genuine) apology. And we didn't (weren't allowed to!) take four months to get to the stage of even writing such an apology letter. My former employer, financial insdustry, we had a maximum of 8 weeks or we had to pay an automatic fine. We also when agreeing to compensate or refund, could raise a BACs form, through a support central form on the intranet. It submitted to the cash office, who processed BACs requests at 1300 daily. |
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All posts are my own personal believes, opinions and understandings!
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grahame
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« Reply #142 on: December 21, 2016, 07:29:06 » |
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What you have to remember though is that GWR▸ customer Service has gone from crap (Serco) to Crapita.
It's no wonder one of the brightest stars of GWR Customer Service (well known to many on this forum) has jumped ship. I suspect he's not alone.
There's a public (world) post here on Facebook. I am noting that a career and role change may sometimes be triggered by a desire to leave something behind, but that's often outweighed by a desire to take on new challenges ... no assumptions should be made about any one individual. |
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Coffee Shop Admin, Chair of Melksham Rail User Group, TravelWatch SouthWest Board Member
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TaplowGreen
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« Reply #143 on: December 23, 2016, 08:17:00 » |
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.........almost 7 weeks in we have some progress (well, sort of) - after being told it was likely to take another 3 weeks to get a reply, I emailed Hopwood directly and have just received this......... Dear Neil I am writing to acknowledge receipt of your email to our Managing Director, Mark Hopwood. Thank you for writing and we will respond to you as soon as possible. Kind regards Kellyann Steer| MD Correspondence |Great Western Railway "MD Correspondence" is certainly a grand title, let's see if it carries any influence!!!  ..............odds on a reply this side of 2017 anyone? Still no reply................and I had an awful nightmare last night, I dreamed I was going to catch the 1903 to Plymouth tonight............can you imagine what it's going to be like??? I assume it's pretty futile to ask if any extra services to the Westcountry are being laid on tonight? |
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« Last Edit: January 05, 2017, 16:44:38 by TaplowGreen »
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LiskeardRich
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« Reply #144 on: December 23, 2016, 09:11:48 » |
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Westcountry services though cornwall yesterday were full and standing. Struggled to get to the door at destination
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All posts are my own personal believes, opinions and understandings!
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Bob_Blakey
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« Reply #145 on: December 23, 2016, 09:23:27 » |
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Looking at RTT» it seems that GWR▸ are running 3 additional services today as follows:
1Z78 1033 PAD» - PNZ
1Z93 1236 PAD - PLY»
1Z85 1436 PAD - PLY
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grahame
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« Reply #146 on: December 23, 2016, 10:02:55 » |
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Looking at RTT» it seems that GWR▸ are running 3 additional services today as follows:
1Z78 1033 PAD» - PNZ
1Z93 1236 PAD - PLY»
1Z85 1436 PAD - PLY
I'm already getting a lot of "out of office" messages so it's probably a sensible day to redistribute resources this afternoon / evening. Who knows - the 19:03 may not be quite so bad tonight with some traveling earlier, and others perhaps waiting until tomorrow as they don't have to rush back late on Sunday (come to think of it - they can't rush back late on Sunday!) |
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Coffee Shop Admin, Chair of Melksham Rail User Group, TravelWatch SouthWest Board Member
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JayMac
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« Reply #147 on: December 23, 2016, 10:11:23 » |
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Or early on Monday.
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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plymothian
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« Reply #148 on: December 23, 2016, 10:35:18 » |
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Looking at RTT» it seems that GWR▸ are running 3 additional services today as follows:
1Z78 1033 PAD» - PNZ
1Z93 1236 PAD - PLY»
1Z85 1436 PAD - PLY
I'm already getting a lot of "out of office" messages so it's probably a sensible day to redistribute resources this afternoon / evening. Who knows - the 19:03 may not be quite so bad tonight with some traveling earlier, and others perhaps waiting until tomorrow as they don't have to rush back late on Sunday (come to think of it - they can't rush back late on Sunday!) I also expect the lifting of restrictions today is also a deliberate decision to spread the super/off-peak load across the whole day. |
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Please be aware that only the first 4 words of this post will be platformed on this message board.
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IndustryInsider
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« Reply #149 on: December 23, 2016, 10:39:48 » |
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Three extra daytime trains is a good move by GWR▸ using stock when it available - we all know that later in the evening it isn't. I see that all three are healthily reserved. We'll wait and see what the 19:03 looks like tonight. I would imagine there will be a few less commuters using it as a reasonable percentage won't have gone in today or will be leaving work early (or possibly staying late for post work drinks) - more so than on Maundy Thursday for example. And 'plymothian' makes a valid point about spreading the load.
That being said I doubt it will be empty!
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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