(08 Apr 2017, 10:25 pm)Adrian wrote Most large companies don't give a toss in my opinion. They're not saying 'sorry' to you because they mean it, but more that because its what they think you want to hear. However, two of the best I've had the pleasure of dealing with though - Virgin Trains East Coast and Sainsburys.
I had an issue with the service on one leg of a 1st advance ticket, and VTEC gave me a 1st class return complimentary ticket, valid anywhere on their network, to compensate. Well over and above what I would have expected.
I second this VTEC praise, without a doubt the best company I've dealt with. Similar issue to yourself in that I had an issue with one leg of a journey (train cancelled due to late running at Edinburgh, then buses to Aberdeen), and they also gave me a 1st class return ticket. All I wanted was an explanation as to why they cancelled the train at Edinburgh, as if I recall correctly it would have had time to turn around at Aberdeen and still leave near enough on time.
I don't expect anywhere near this level of compensation when I complain to companies, I do however expect a response that some thought has gone into, and one that details what has happened as a result (if appropriate).