First Great Western say "Sorry". Well sort of...
"UNDER-fire train company First Great Western (FGW) is offering regular passengers a Christmas bonus in the form of compensation for its shoddy service.
Andrew Haines, FGW’s chief operating officer, has said sorry to disgruntled commuters by offering vouchers, worth the equivalent of two days’ travel, to all season ticket holders.
In an open letter to customers on the company’s website, Mr Haines said he knew that passengers “will judge us on our results” and promised FGW journeys would improve soon.
He said: “I know from my own experience just how frustrating it can be when your train is late and I want to say sorry for our recent poor performance and the inconvenience it has caused.
“Signalling and track problems, overrunning engineering work by Network Rail, freight and passenger train failures, trains without enough carriages and crew shortages have all caused problems.
“I want you to know that I am committed to getting these problems sorted.”
Mr Haines said Network Rail would spend £750 million over the next 18 months to make the region’s track and signals more reliable, and promised FGW would recruit an extra 40 drivers and 60 guards to reduce crew shortages.
He also said train reliabilty would be a priority in 2008 as the company’s programme of installing new engines in its high-speed fleed nears completion.
Season ticket holders can claim their free travel vouchers by sending a copy of their ticket to MPR10368: Customer Services, Freepost SWB40576, Plymouth, PL4 6ZZ.
Emailed claims can be made by sending a scanned image of your season ticket to fgwfeedback@firstgroup.com."
Andrew Haines, FGW’s chief operating officer, has said sorry to disgruntled commuters by offering vouchers, worth the equivalent of two days’ travel, to all season ticket holders.
In an open letter to customers on the company’s website, Mr Haines said he knew that passengers “will judge us on our results” and promised FGW journeys would improve soon.
He said: “I know from my own experience just how frustrating it can be when your train is late and I want to say sorry for our recent poor performance and the inconvenience it has caused.
“Signalling and track problems, overrunning engineering work by Network Rail, freight and passenger train failures, trains without enough carriages and crew shortages have all caused problems.
“I want you to know that I am committed to getting these problems sorted.”
Mr Haines said Network Rail would spend £750 million over the next 18 months to make the region’s track and signals more reliable, and promised FGW would recruit an extra 40 drivers and 60 guards to reduce crew shortages.
He also said train reliabilty would be a priority in 2008 as the company’s programme of installing new engines in its high-speed fleed nears completion.
Season ticket holders can claim their free travel vouchers by sending a copy of their ticket to MPR10368: Customer Services, Freepost SWB40576, Plymouth, PL4 6ZZ.
Emailed claims can be made by sending a scanned image of your season ticket to fgwfeedback@firstgroup.com."
Labels: compensation, first great western, sorry
posted by www.loial.co.uk at 4:10 AM
1 Comments:
sadly no compensation though for the many of us who travel on short journeys, only 4 or 5 days a week, for which a season ticket is actually more expensive than daily tickets...
unless they'll acccept a lot of ticket stubs as proof and give out vouchers in response?
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