arriva trains wales complaint

[littlesmiss]

Hi all.

 

On the 13th of this month myself my partner and my step daughter decided to have a day out in Swansea. So we got to the station in our town to purchase tickets a cost of £21. Got on the train before we got to another of the stations before our destination we were informed that we would have to disembark and catch a bus which would be waiting for us (none of this was explained at point of purchasing tickets) we got to the station in which the bus would be waiting. Low and behold we had to wait 10 mins with around another 30 people.

 

Once we got to swansea i made a point to ask a rail transport coordinator the times of the returning bus which he answered 25 to the hour.

 

We enjoyed our time and arrived at the train station at about 10 to the hour and double checked with customer services in the station to which he confirmed buses left at 25 to so we had a cuppa whilst waiting for the bus. Went out at about half past the hour to wait on the bus. To which we were informed the bus has actually left at 25 PAST the hour.

 

Now i was furious especially with a 6 year old who was tired from walking around etc. The reply i had was you will have to wait until the next bus. I explicitly told the guy i wss told that buses left at 25 TO the hour. So he wasnt much help.

 

When i arrived home i sent an email to arriva trains wales and so far havent recieved a relpy. It does say on their website all dealings via telephone they hope to resolve within 3 days but there is mention about email.

 

If i had have known about the disruption i wouldnt have gone on that day and would have waited until normal services had resumed.

 

What should my next step be?

 

Thanks

Edited October 25, 2012 by littlesmiss

[Old-CodJA]

Sadly I cannot offer any better suggestions than to call the Customer Services office on 0845 606 1660

 

or post a complaint to:

 

The Head of Customer Services

Arriva Trains Wales

St. Mary's House

47 Penarth Road

Cardiff

CF10 5DJ

[MARTIN3030]

I would put the complaint in writing.One of our local stations has a bus instead of a last train at weekends,but it is listed on the internet train sites and also appears on the timetable at the station.

In some cases they do this when there is rail maintenance,but I think in many cases its because of costs for under demand times but they have to consider maintaining operating targets.

[littlesmiss]

Thanks both. Will write to them then!

 

Martin in our case i was unable to check online as our internet was down. And like i mentioned in the post there was no information at the station.