Cheltenham Spa railway station

After returning from bristol, the announcements caused myself and numerous others to miss the train to swindon by informing passengers that the train we were expecting to board and the train on the other platform were to be switched. We were also told to ignore the bulletin board for the train departures.

Once many of us had rushed to the other platform, the train did not arrive. Upon asking a member of staff at the station we were then told that the train would be still arriving at the original platform, only to depart as we go to the steps down to the platform.

The assistant in the office at the platform aggressively informed us that an announcement was allegedly sent through the speakers (which could not be heard due to another train waiting at that platform) stating that the train would be arriving at the original platform again.

The next train wouldn’t be arriving for another hour at least.

Disgusting behaviour towards me today by 3 staff who obviously had nothing better to do but to pick on me over seeing my Carer off on his train, which I've done many times before. They started on me only once I was on my own of course and I was the only person in the station! The threatening behaviour was instigated by a passive aggressive male, who ordered his colleague not to let me through the exit barrier. I was told I had committed a 'criminal offense' having entered the station without a ticket. The aggressive behaviour continued when I was interrogated and my repeated apologies and explanations ignored. Then I was aggressively told I had to wear a mask(i am exempt). GWR Customer Services (Vicky B) also does not understand statutory regulations regarding exemption saying I need to show 'proof' (WRONG!!!). These people are bullies, jobs worths, unprofessional and should not in any way be in jobs dealing with the public.

Nikki was absolutely brilliant at helping me sort out my ticket yesterday as I was heading to Birmingham. She made my experience stress free and enjoyable.
I was so grateful for her hard work and dedication. She is incredible, thank you again.

Could do with somewhere to get a drink and enough seating for those waiting for connecting trains.
Bit grim here tbh

Not really the stations fault but the taxi lot were parking in the disabled bays. Which my girlfriend needs access to. Its bad enough that none disabled users are parking in the spaces, just because they can't be bother to walk a bit further.

The staff at Cheltenham spa were incredible! I had to change at Cheltenham spa and I noticed that I had lost my wallet. I was so flustered and upset and the staff noticed and asked me if everything was okay, they were so quick to help me and assure me they would do everything they could to help me. Unfortunately I had another train to get so they took my contact details and after searching the train I had just gotten off and the station they contacted me to let me know they had found my wallet!! The staff were so kind it brought tears to my eyes, help in such a stressful situation is so meaningful! I feel incredibly lucky my change was at Cheltenham Spa, thank you so much for your kindness and help!

Missed a connection as a previous train was delayed. Tried to change my ticket here. A guy called Paul who definitely had a badge on saying "customer service" but really didn't understand the concept of it, spectacularly unhelpful, the kind of unhelpful that takes honing and practice, you can't just achieve that level of unhelpfulness with simple incompetence, he had it down to an art form, condescending to the point of bordering on outright rude from the start before I'd even began to explain the situation, really unpleasant air of smug superiority combined with a whole bag of chips, large cod, battered sausage and curry sauce on his shoulder. I struggle to envision him sat opposite someone at a job interview and them thinking "yep, this is the guy we want representing us"..... I can only assume he has photographs of somebody quite important there in a compromising position.

Poor information boards.

The information boards do not show the location of the different coaches in a train. I turned up to catch a Cross Country train to Darlington. There was no indication of the position of the coach where I had a reserved seat. The station guard did not know. The train had nine coaches (in fact, two trains joined together). Running from one end to the other with heavy luggage is not fun!!

Update. Made the same journey in August 2021. Still no information on carriage letters for Cross Country trains. The information board does not cope when two trains are joined. Station guard only appears a minute or so before train is due, making it difficult to ask for help.