My feedback for First Great Western trains

Excuse me for deviating from talking about science for a minute, but I need to vent.

I tried to make a complaint to the train company, First Great Western, about the lack of baby changing facilities on their trains. Apparently, my feedback “contains content that may present a security risk” and I was told to “enter more appropriate information” to allow me to submit.

I have absolutely no idea what content was inappropriate and, after 3-4 attempts, had no desire to go through a further lengthy trial-and-error process to push through a simple letter. So I have posted it below. (If anyone can point out the security-threatening content then please do!)

I hope someone from FGW is able to respond:

I took the 0859 to Bath from Brighton (3+ hr journey) on 17th May, with my wife and
2 children (both under 2). I was shocked when I went to change my
10-week old daughter’s nappy, only to be told that there were no baby
changing facilities on board.

It was odd that there were symbols on the toilet doors indicating baby
changing facilities but no such facilities inside. The conductor told
me that FGW had taken them out. I find this utterly incredible.

I had to change my daughter on the dirty floor at the end of a
carriage. The conductor was extremely helpful in the circumstances and
made sure no-one came passed (and gave us £5 for refreshments), but it
was pretty disgraceful I had to do it at all.

It is very family unfriendly and unhygienic, and the decision to take them
OUT seems even more unbelievable. I would love to know the rationale
for this decision.

Matt

I guess I can just be thankful my 22-month old son didn’t have a dirty nappy, then they might have had a few more complaints.

P.S. I did tweet @FGW and had this unenlightening exchange:

[View the story “Baby changing facilities on FGW trains” on Storify]

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2 thoughts on “My feedback for First Great Western trains

  1. masodo

    Shall we assume the last tweet was the last word? Somebody must have thought it would be a good idea to remove the changing station for some reason. Hopefully the right person caught wind of your complaint.
    The threat: “take them OUT” (?)

    Reply

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