East Coast had much to offer passengers | Letters
As a fairly regular user of the east coast mainline I fail to see what improved “commitment to customer service” is being offered (Is East Coast on the right track?, 28 February). East Coast offered me an efficient web booking service that did not charge me for booking online or for using a credit card. Claire Perry cites future goodies such as “free Wi-Fi, customer offers and Nectar points’” There was already free Wi-Fi and an excellent customer loyalty scheme.
Faster journeys are also promised. Regular rail travellers will tell you that reliability is more essential than speed. A Manchester-London Virgin service once trumpeted that the journey “had been completed in under two hours for the first time”. Only the announcer was overly pleased with this; certainly not the passengers who had suffered the turbulence when cornering. The journey has since reverted to the standard 2 h 10 min.
Dr Neil Denby
Denby Dale, West Yorkshire
Source: Guardian Transport