What do you think I should do about this!?

Question

Great Western Railways sent me an E Mail offering discounts on rail tickets. As I was planning a weekend in London I booked 2 return tickets.
The cost was £58.00 for one ticket and £38.00 for the other one.
The price for return was shown on the ticket and although we had no problems on the outward journey, on the return we met the most arrogant man either of us had ever met ( he was in the guise of a ticket inspector) He questioned the prices on the tickets and told us they were wrong. I went through the rigmarole of explaining exactly how I had bought them etc. but he would not accept the explanation. I had a booking reference with me and asked him to check. He told us he did not have time and if I did not pay an extra £20.00 we would be put off at the next stop.
The conversation had obviously been overheard by other passengers, and his attitude was as if we were trying to steal a ride back to Devon. I had no alternative but to pay. I sent GW an E Mail with absolutely no response.

Bill H -- I had to pay on the train otherwise we were off at the next stop.

Answer 1

I would definitely be calling their customer service number and asking to speak to a manager right away.
I hope you have the guy's name so you can reference it when you call. But make sure you TALK TO A MANAGER! Make sure your first question to the manager is and I quote, "May I have your name and title with the company sir/ma'am" This will tell them you mean business. At the end, if you feel they are still giving you the run around, ask the manager directly who is the next in charge and for the number and notify them that you will be calling it directly. It's not the fact of the money, it was the fact that you were embarassed infront of the fellow passengers and bullied. Ask them if this is how they run their business.

The customer is always right. There is always another boss and if you keep going up the ladder, soon you will get the result you are after. I would be requesting a travel vouture for a future trip. If you want more ammo, tell them that you will be sending out mass emails to everyone you know telling them exactly about how you are being treated. I gaurantee you will see results after this call.

Answer 2

You need to assemble any bits of paper you have, copies of the offer and a note of where you bought the tickets. I presume you msut have bought them from GWR - but where? An agent or from the station? You then need to write down in the form of a letter precisely what happend and send it by snail mail, recorded delivery, to GWR. Emails are too easy to ignore (emails are just too easy - full stop) If you receive no response (give them seven days) then refer the matter to the rail regulator. There is a simple principal of contract here, as well!

Answer 3

Go to tripadvisor. com and blast them online so it doesn't happen to anyone else. Do it based on the city you were in when it happened. People from all over the world visit this site. And send an email AND call the place where you bought the tickets from and scream at a few people there until they refund you the $20. Good luck.

Answer 4

Did you get his name? These people are a law onto themselves and need to be taken down a peg or two. For the most part the service offered is appalling. Get in touch with customer services and make as big a stink as you can. In the future if you are convinced you are in the right and can prove it, don’t pay up…..

Answer 5

Call there customer services

Customer Services 08457 000 125 (open 07:00 to 22:00 daily - includes bookings, group bookings, season ticket renewals, reservations, lost property and customer services)

Answer 6

well, you could go to his superoiur, and tell him what happened, and because of his attitude, you no longer feel comfortable doing buisness there again.

And while your still there you intend to tell of this episode to your friends, and others.

Maybe Mr Arrogant, might find him self cleaning rest rooms.

Answer 7

sounds like you've been had.....