LIKE many other rail travellers from Chippenham, I’m often annoyed at having to stand, missing connections due to late running, and inevitably curse First/GWR. As a non-driving pensioner, I make regular use of my Senior Railcard which quickly earns its annual cost in just two or three cross-country excursions.
Typically, last September, frustratingly a Saturday journey to Northampton via London was delayed by an hour due to a signal failure at Acton. In order to endeavour to make up for lost time I was forced to spend £14 on a taxi to dash between Paddington and Euston rather than rely on the tube. 
That day I dutifully filled in a claim form but more or less abandoned any hope of redress. 
Amazingly, just before Christmas, I eventually received a letter from GWR promising a belated cheque for £50 which arrived on Christmas Eve. Thank you.
Despite all the exciting engineering changes, let’s hope that during 2017 GWR can achieve improved customer satisfaction whilst sending out fewer cheques to recreational users like me.
TERRY WILSON
Tile Court
Derry Hill