“Please help me persuade First Great Western Railway to improve platform facilities” – DAVID SNELL

Description

DAVID SNELL

I travelled on the 17.54 service from Plymouth to Paddington on Saturday 23.6.2012. The service was delayed by 18 minutes and despite there being a strong cold wind and driving rain the waiting room on platform 7 was closed for no apparent reason.
My previous complaint has been ignored.

Problem History

  • 1 DAVID SNELL reported the issue on FixMyTransport. close 12:25 26 Jun 2012
  • 2 DAVID SNELL wrote to First Great Western Railway close 12:25 26 Jun 2012

    Here is the letter that DAVID SNELL wrote.

    Platform facilities

    I travelled on the 17.54 service from Plymouth to Paddington on Saturday 23.6.2012. The service was delayed by 18 minutes and despite there being a strong cold wind and driving rain the waiting room on platform 7 was closed for no apparent reason.
    My previous complaint has been ignored.

  • 3 First Group Response responded to DAVID SNELL close 12:55 26 Jun 2012
    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 DAVID SNELL close 14:25 27 Jun 2012
    First Great Western
    Customer Services Team
    FREEPOST
    SWB40576
    Plymouth
    PL4 6ZZ

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

    www.firstgreatwestern.co.uk

    Ref: FGW 6615481

    Dear Mr Snell

    Thank you for your recent correspondence regarding the Waiting Room on platform 7at Plymouth station. I am sorry that this was unavailable for use when you were waiting to travel on our 17:54 service to London Paddington on 23 June.

    The Waiting Room and Toilet facilities on this platform are currently being re-furbished and receive new seating. This is in line with work in other areas of the station and as a part of this plan, they were scheduled to be closed for a period of 8-9 weeks.

    Posters announcing this were in place at the Gateline in the concourse as well as on the platform and I am sorry if you were unaware of this.

    Our records show that we have not received any previous contact from you but if you would like to contact us again using the contact address or email address at the head of this email, we would be more than happy to further address your concerns.

    Thank you for bringing the matter to my attention and for allowing me an opportunity to respond.

    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. ***

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    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:- http://www.firstgroup.com
  • 5 DAVID SNELL commented close 18:21 07 Aug 2012

    First Greeat Western claimed that waiting room facilities were in course of being renovated and that there were notices displayed to this effect - they were not!!

Comment
  • started 26 June 2012
  • supporters 1
Plymouth Rail Station in Plymouth City Centre operated by First Great Western Railway
Problem Reporter
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