First Great Western

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Amanda's complaint against First Great Western

Amanda Stone


FGW stop avoiding refunds for train delays

Complaint against First Great Western

I use FGW every week between London and Newport. While I appreciate delays can happen, FGW uses weasel words to avoid paying customers for delays over an hour and often doesn't pay out by saying it's not their fault or explaining at length why they'll deny compensation. They get millions of insurance to cover all issues so should prioritise customer service regardless. I've missed hospital appointments, family birthdays, work meetings and theatre bookings as a result of delays and expect a refund of my train fare at the very least.

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