Great Western Railway's refund was way overdue
It took four months for me to receive my money back after the station machine and ticket office couldn’t trace my ticket
I booked online two return train tickets from London to Exeter. When I went to collect them the station machine didn’t recognise my reference number. Nor did the ticket office computer. I was advised to ring Great Western. Ten minutes before departure I was still queuing on its automated system so gave up and found a GWR official on the concourse. He told me my only option was to buy two singles to Exeter at a cost of £73 and to try to resolve the issue of the return ticket and a refund on board.
I emailed GWR from the train and was told my case would be dealt with within six weeks unless I complained via Facebook. Over Facebook an operative confirmed there had been a mistake with my ticket but there was nothing she could do, other than offer a refund at some unspecified future date and £25 of vouchers (which can’t be used for online bookings) as a goodwill gesture.
Source: Guardian Transport