Here is the letter that Kelly Exton wrote.

Late last train

On 8th August I was due to take a train from Castle Cary to Westbury and then take a connecting train on to Southampton Central. The train from Castle Cary was 20 mins late, which meant that I missed my connecting train at 22:03 to Southampton. I was told by the staff at Westbury station (which I believe is operated by you..?) to get the later train to Salisbury and they would look after me there and all would be fine despite the time.

When I arrived at Salisbury there was one member of staff who said he didn't know what I was talking about and that he couldn't help me. I had to then call a friend who had to drive from Southampton and back to collect me in the early hours of the morning - over 50 miles in all.

Not only did I have a disastrous and stressful journey during which none of your staff helped me at any point. My friend was inconvenienced in time and petrol and I am also concerned as to what you would do if a female was left stranded over 30 miles from their destination in the middle of the night?

I apologise for the delayed response, we were going away the day after- a lovely start to the journey - thank you. I also have my original travel tickets if you wish to check.

I look forward to hearing your response about this terrible, expensive, time consuming and potentially dangerous experience which I endured.

Regards

Matthew Knight
[email address removed, but sent to FGW]