A couple of weeks ago, I wrote an email of complaint to South West Trains, regarding my season ticket, which I'd had to replace several times this year, due to it failing to work in the ticket barriers. I guessed I probably wouldn't be getting a reply any time soon, and that if and when it did arrive, it would be a stock answer of some sort.
Well, after a week went by with no comeback from SWT, I thought things were going just as I expected. Then today, I saw a letter popping through my front door, and when I turned the envelope over, I saw it was from the train company. It had written me an actual letter. How exciting! A
What's even more amazing is that the person who wrote the letter, a Ms Georgina Bush (Custom Relations Officer), actually took the time to consider what I'd said and come up with a) possible reasons for my problem, and b) potential solutions to it as well. Thank you, Ms Bush; you're a credit to your profession and your employer.
I never thought I'd say it, but well done South West Trains. Your ticket prices are still hideously expensive, and your bosses are still paying themselves way too much, but at least you get some of the basics right.
I'm guessing it helps matter that I have an annual season ticket (known rather impressively as a 'Gold Card'), so I can't help but wonder what sort of response I would have got if I paid for first-class travel. Perhaps the envelope would have been made out of chocolate?
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