Letter to Customer Services

Dear Sir,

The 06:19 Swindon to Westbury (06:44 from Melksham) is cancelled yet again this morning.

I was assured by Andrew Griffiths that the service should be running reliably from the end of January, and I also read Alison Forster's press adverts that services would be running reliably from an earlier date.  On a line where your run such an infrequent service, waiting for the next train (at 19:08 from Melksham) is not a viable option.

I understand that most recent cancellations have been caused by a shortage of crews and a shortage of trains - something of a surprise after the vicious service reductions you made in December which I would have expected to leave you with an adequate pool of available trains and train crew.

1. Can you tell me from what date we might reasonably expect to have a 98% plus service running on the "TransWilts" line? 

2. Can you confirm that your cancellation policy biases you towards cancelling "TransWilts" services, rather than towards other more frequent services where you customer would suffer only a delay?

3. I wrote to you on 17th January and again on 31st January concerning a ticketing error where my wife and I were each charged 41 pounds for single tickets rather than 42 for returns (Chippenham to London for an evening) and had to pay out again to get home.  I am surprised that this apparently common issue (according to the train staff) is taking so long to answer.   Can you please tell me when this might be resolved.

Many Thanks,

Graham Ellis