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“Please help me persuade First Great Western Railway to fix their broken air conditioning and doors” – Jack Malvern


Jack Malvern

If anyone else is dissatisfied with the heat and noise from faulty air conditioning and doors on First Great Western's London to Bristol service then add your voice here.

Problem History

  • 1 Jack Malvern reported the issue on FixMyTransport. close 11:14 12 Aug 2011
  • 2 Jack Malvern wrote to First Great Western Railway close 11:14 12 Aug 2011

    Here is the letter that Jack Malvern wrote.

    air conditioning failure

    Carriage A on the 1630 First Great Western service from London Paddington to Taunton on Thursday August 11 was stifling because of a defective air conditioning system. The door from the forward vestibule of carriage B was also broken. The same was true of the 1100 service from Bristol Temple Meads to London on Friday, August 12, which was probably the same train. I do not feel that the poor conditions justified the £59 I spent on the return ticket.

  • 3 First Group Response responded to Jack Malvern close 11:26 12 Aug 2011
    Thank you for contacting First Great Western. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. If you have a more urgent issue that needs resolving please telephone on 08457 000125 where we will try to give a faster resolution.

    Please note that you will not be able to reply direct to this email, however if you wish to contact us further by email then please use the address below.

    [email address]
  • 4 FGW Customer Relations responded to Jack Malvern close 23:46 22 Aug 2011
    First Great Western
    Customer Services Team
    PL4 6ZZ

    Tel: 08457 000 125
    Fax: 08456 008 363
    [First Great Western Railway problem reporting email]

    Ref: FGW 6134516

    Dear Mr Malvern

    Thank you for your recent correspondence. I was very sorry to hear you had an uncomfortable journey on our 16:30 service between London Paddington and Taunton on 11 August 2011, because the air conditioning failed and the door in the forward vestibule of carriage B was also broken. I am sorry that this defect had not been rectified when you travelled on the same train on our 11:00 service from Bristol Temple Meads to London Paddington the next day.

    We do thoroughly check each train overnight, and depending where the train is stabled, aim to put right any problems before the train goes out again. As a rule, if the air conditioning fails in one carriage we try and move passengers into others wherever possible. Even if the train's whole air conditioning system were to fail, we would normally keep the train running until we could repair the fault. Naturally we'd do that at the earliest opportunity.

    I am sorry you were disappointed with the service you received. Please be assured I have fed this back.

    Thank you again for contacting us and I trust your future journeys will be much more enjoyable.

    Yours sincerely

    Mark Webber
    Customer Relations Senior Officer

    *** Your feedback is really important to us so we would be very grateful for a couple of moments of your time to complete our customer satisfaction survey. If you would like to participate, please click on the link below. ***

    First Great Western Limited. Registered in England & Wales No. 05113733.
    Registered office: Milford House, 1 Milford Street, Swindon, Wiltshire, SN1 1HL.

    First Rail Holdings Limited. Registered in England No. 5154485. Registered office: 50 Eastbourne Terrace, Paddington, London W2 6LG.

    This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

    Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

    For more information on our range of services or to book your tickets online, please visit:-
  • 5 Jack Malvern added an update close 22:45 29 Aug 2011

    Received a letter of apology from First Great Western but no offer of compensation. I'm not sure whether a platitudinous letter is a case of "problem fixed" or not.

  • 6 Myf Nixon advised Jack to write to Passenger Focus. close 11:31 01 Sep 2011

    Hi Jack,

    I reckon it's up to you whether you regard the problem as fixed or not! If you want to take the issue further you can always write to Passenger Focus - or maybe just keep them in mind if the problem occurs again.

  • started 12 August 2011
  • supporters 3
Train route between Bristol Temple Meads and London Paddington operated by First Great Western Railway
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