The Weekly Gripe

Late trains and poor customer service travelling to Paddington

First Great Western train service

First Great Western

I sent some rather angry feedback via their website and after only 3 days, received a response.  A completely stock response, "Sorry to hear you are unhappy, we will refund the single journey ticket price."



My experience recently went like this. I had a job interview in London, to which I needed to travel from Devon. I checked train times, and found that the earliest train arrival was 08:49 into London Paddington.

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Posted Comment Visitor
25-5-2008I sympathise with you, and I think it would be a wonderful world if every train was on time - I have been on some pretty horrific and protracted train journeys myself. Unfortunately that is a completely unrealistic expectation - there are some fairly systemic problems with the railway infrastructur...moreElla
08-5-2008I've travelled on FGW trains into London Monday to Friday for 6 Months. The service has been pretty good. I do have a car but travelling to London by car would be stupidly inpracticle. Problems that have caused my train to be delayed: Tresspassers on the line, not FGWs fault. A fatality a...moreThat same youth you all hate.
02-2-2008some of the comments here are a bit unfair, leaves do slow trains down, because they form a slippy residue on the Rail head as does light rain/frost/snow meaning trains are more prone to wheel slip/spin, and take longer to brake from 60mph a modern electric train takes 3/4 of a mile to stop in emerg...moredaniel
02-2-2008Last Late Western really suck, I have to get their trains everyday. they are falling apart, over crowded a three car train turns up to transport 600 or so college students (they know fall well turn up for the 16:21 service) monday to friday. they turn up late up to 2 hours late, and leaving nearly 8...moredaniel
12-1-2008That's an unfortunate tale Anna but an all too common scenario with travel by FGW. I travel around London and SE daily for work and use part public transport/part car depending on the usefulness of rail connections. There have been many switches of franchise operators and varying levels of impro...moreJames
22-11-2007Sorry about the typo in previous posting should read.....they travel to work/meetings in cars or taxis once again, at the tax payers expense.Gugs
22-11-2007Dave writing to MP will achieve nothing but a standard response. I am sure Alison Forster, previous Great Western Director, got her fat bonus and so will the new MD, Andrew Haines. Like those who were running Metronet despite its demise. No doubt many MP's are on executive boards of the train c...moreGugs
20-11-2007I ask: why spend all that money on printing timetables when the trains very rarely run on time or are cancelled at the spur of the moment. Why doesn't FGW publish a general statement: "First Great Western trains may depart/arrive at any time due to no fault of their own but because of: ...moreGugs
20-11-2007I usually commute into London on the 7.03 FGW from Iver, which is almost always late. The return journey (4.45PM) in evening is no better. The displays, when they work, show the trains are running on time, which are, almost always late. It is quite apparent that the definition of 'On Time...moreGugs
06-11-2007Now you see the whole point here is, a company advertised a time of arrival and departure. The customer believing these details would of gone based on that information. Your saying it’s the fault of the customer for using the details that the company has given him? I use First ‘Great...moreDave, Bristol
02-11-2007As Dave from Oxfordshire says, any train over 10 minutes late counts as "late". As for the over-running engineering works, that ISN'T First Great Western's fault - that's Network Rail, who maintain the tracks/signals across the UK railway network. Leaving only 30 minutes ...moreANDREW
12-8-2007As Dave from Oxfordshire says, any train over 10 minutes late counts as "late". As for the over-running engineering works, that ISN'T First Great Western's fault - that's Network Rail, who maintain the tracks/signals across the UK railway network. Leaving only 30 minutes ...moreRailway_Bob



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