1. Dominic Utton spent two years commuting between Oxford and London on First Great Western trains.
2. One day, fed up with the lousy service, he wrote a letter of complaint to Managing Director Mark Hopwood.
4. To his surprise, Mark wrote back.
6. And so began an epic correspondence that ultimately spanned 94 letters, and 100,000 words.
The reason for such insane verbosity?
“I tailored the length of each of the emails to reflect the length of the delay,” explains Dominic. “The reasoning being that I would waste as much of his day reading them as he had wasted of mine.”
8. The first thing you have to know about these letters is that they are enormously long and rambling.
“Sue,” by the way, is Sue Evans, director of communications for First Great Western trains. She never responds.
11. The letters are full of pointless digressions.
13. And pop culture references.
15. They are also extremely funny.
17. As the months go by, and the letters get angrier, the whole thing becomes funnier and more absurd.
19. Thankfully, Dominic’s persistence ultimately paid off.
21. That’s not to say that the service ever got any better. It didn’t.
23. However Dominic’s blog, Letters To FGW, has been viewed 80,000 times, and now been turned into a book. Result!
Read every one of Dominic’s missives at Letters To FGW.