September 2 - a reply (of sorts)

Thank you for your email of 25 August 2011. I am really sorry for the problems you had on your journey with us from Maidenhead to London Paddington on 23, 24 and 25 August. Our 0708 service was disrupted due to over running rail improvement works on the North Cotswolds line and I apologise for the inconvenience this caused.

Network Rail are ultimately responsible for rail improvement works and they are working hard to renew the track, which is a massive project. So that the least inconvenience is caused to our customers, most of the work takes place through the night. Unfortunately sometimes this can over run, which can disrupt the performance of morning services. This is very frustrating and we are working closely with Network Rail to make sure it doesn't happen.

Where this happens if you held a daily or weekly season ticket you would be due compensation for delays of more the 1 hour. We compensate Season Ticket holders in two ways. A discount on renewal will be applied if we have failed to meet our targets for punctuality or reliability. Also, if our overall performance on any day falls below an unacceptable level we will declare a void day for the charter groups affected and refund the daily ticket cost. As we didn't declare a void day on this occasion, I am afraid no compensation is due.