newspaint

Documenting Problems That Were Difficult To Find The Answer To

First Great Western Refund Fees Outrageous

So I made an online booking for a ticket but accidently chose the wrong day (I picked today instead of 2 days into the future). It was through First Great Western’s web booking site and so I simply logged on expecting to be able to change the date or refund the ticket (I hadn’t collected it from a ticketing machine, so the ticket hadn’t even been issued yet):

Here is what I saw:

First Great Western Fee For Ticket Refund

First Great Western Fee For Ticket Refund

Incredibly, for a £5.90 ticket, which would cost exactly the same two days later, would cost a whopping £10 to refund – and the site will refuse to let me cancel the ticket.

Oh, and it won’t let me change the date on the ticket:

Booking Details Page Refusing Amendment To Ticket

Booking Details Page Refusing Amendment To Ticket

So TEN POUNDS just to perform a few actions through an automated service. This is what is legally defined as a penalty fee – which is illegal in the United Kingdom. There is no possible way it costs First Great Western TEN POUNDS to process an unissued ticket refund.

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