I pray that they don't have a marketing department. If they do – they should hand their heads in shame. The customer experience is shocking, and they either haven;t bothered to trial it for themselves, or they're too scared of the growly Ops and Finance directors who concern them with the real business of running a railway…hitting bonus.

For the first time in ages we thought long and hard about driving down to London this week.

In the end we went for the train and regretted every second. Cold, draughty, uncomfortable. Disgusting toilets – like third world disgusting, I won't go into detail.

The disregard for customers has extended to the train guard. She read a 10 minute announcement outlining who was allowed to be a customer on that train and who wasn't. Anyone who didn't qualify (i.e. had the temerity to purchase a cheap a ticket) would be penalised by having to pay the 'correct' (i.e. full price) fare.

When she did come round, it felt like our tickets were being inspected by the a Soviet border guard "papers! you are not authorised to travel. Come vith me….".

And the worst thing…the bloody a announcer as you leave every single station offering teas, coffees, hot and cold sandwiches… Why does the phone always ring at that point?!

Let's get together and commission a PR and marketing agency Leeds to London minibus service. We could probably get an EU grant for it!

Was thinking what to write here and it inspired me to go and post and link to this

http://pr-media-blog.co.uk/biggest-social-media-opportunity-of-2009/

And a couple of weeks ago I wrote an engry email to the wi-fi people echoing your thoughts – I know the service is free now, but I'd rather pay for something that worked. Unfortunately I couldn't send it as there wasn't a working connection…

Similarly I experimented with commuting via NEEC to work instead of the cheaper First Capital service. It more expensive I thought but better seating/tables and free wifi. Unfortunately my suspicions were confirmed. *Finding* a seat was difficult most mornings and wifi was all but non-existent.

Something must be done.

Brilliant post. You know I use the Newcastle to London service each week. I've turned against National Express I'm afraid after blatant cost cutting across the service, and changes to the restaurant service and the frequent traveler programme.

The service is now run by a team of staff that were contracted across from GNER that are completely demoralised, particularly in the dining service.

Like you, none of the people I regularly travel with were surveyed about the dining services, but National Express has clearly used this as a ruse to change the terms under which it won the contract.

I've always found the web site pretty good to be fair.

There's nothing wrong with traveling first class if you want to use the time to work. I always do, and I laughed out loud when I saw your table photo with all the clutter. Wholly agree.

Seriously, shall we do something about it? My MP travels back and forth on the route each week, and would be supportive (in fact he was on the train last night).

Keep up the rants. But it needs to change.

All the best,
Stephen

I thought Top Gear did a brilliant take on our rail system when they bought a car each and drove it from Scotland to London for less than the rail fare.

Bring back GNER!

I pray that they don't have a marketing department. If they do – they should hand their heads in shame. The customer experience is shocking, and they either haven;t bothered to trial it for themselves, or they're too scared of the growly Ops and Finance directors who concern them with the real business of running a railway…hitting bonus.

For the first time in ages we thought long and hard about driving down to London this week.

In the end we went for the train and regretted every second. Cold, draughty, uncomfortable. Disgusting toilets – like third world disgusting, I won't go into detail.

The disregard for customers has extended to the train guard. She read a 10 minute announcement outlining who was allowed to be a customer on that train and who wasn't. Anyone who didn't qualify (i.e. had the temerity to purchase a cheap a ticket) would be penalised by having to pay the 'correct' (i.e. full price) fare.

When she did come round, it felt like our tickets were being inspected by the a Soviet border guard "papers! you are not authorised to travel. Come vith me….".

And the worst thing…the bloody a announcer as you leave every single station offering teas, coffees, hot and cold sandwiches… Why does the phone always ring at that point?!

Let's get together and commission a PR and marketing agency Leeds to London minibus service. We could probably get an EU grant for it!