“I mistakenly booked on line the wrong time for the outbound section of my journey and had a little panic as I didn't know how to rectify this. I decided to go to the ticket office of Reading station and talk to an actual person. I was lucky enough to go to the window of Charlie Stuart who changed the time for me without having perhaps cancel that section of the journey and re-book. He was patient and kind and gave no indication that this old lady was causing him a problem not of his making. This has renewed my faith the the young people of today with his good manners and demeaner and a great example of good customer service.”
“The trains smell as the toilets are badly designed. They trains are usually late. The seats are very uncomfortable. Sometimes you stand due to over crowding. I hate having to use this awful train 'service'”
“I am appalled at your customer service and the absolute arrogance of your ticket collectors! I was told that my tickets were valid but had to buy another 2 tickets costing over £50.00. Total cost £90.00!! Disgusting!!!”
“Having recently booked in advance a return ticket from Heathrow Airport to Tiverton parkway at a cost of nearly £60, I was then refused travel as the information I had was not deemed valid as it was not an ' E ticket ' inspire of proof it had been paid for by way of demonstrating bank statements etc, I then had to purchase A NEW TICKET that was unable to sustain the duration of travel needed....
Suffering from severe anxiety as well as other mental health issues, I feel that the customer services and advice I was given / received was beyond compare!
I have never felt so humiliated, ignored and degraded EVER before. Just HORRENDOUS... I am utterly disgusted and with seriously have to consider if I will ever use Great Western Railway services again... As far as being a ' cost effective and environmentally ethical alternative to cars, busses or flying to London... '. Forget it! :( :( :(
1/10.
Angry and upset beyond words!!! I will be seeking compensation!! / Refund!!!”
“Expensive fares always increasing at more than inflation, delays, overcrowding, non-working lavatories, queues to buy tickets at Reading station. They only survive owing to lax or non-existant regulation.”
