GWR struggles to process refunds as customer service gets derailed

Strain started showing after Capita won contract to run passenger contact centresI have been trying to get a refund from GWR since February for a Super Off-Peak return ticket. This is refundable, according to the terms and conditions. I applied for the refund the day after ordering the ticket in error – on 1 February 2017 – but it has shown up as “refund pending” for several months.Continue reading...