An Open Letter To East Coast Trains pt2

East Coast Trains have just replied to my letter to them about our horrific journey to and from Edinburgh with them… While I contemplate my reply, I thought I’d share their response with you…

“Dear Spandex Ballet

Thank you for your email received on 26 August 2011 regarding air conditioning on our services.

I am sorry that the air conditioning and heating failed on your journeys with us. We want all our customers to have a pleasant and enjoyable journey experience. We let you down on this occasion, and I sincerely apologise for the discomfort we caused you.

We carry out regular checks on our air conditioning systems and heating systems. It is designed to keep carriages at a comfortable level, approximately ten degrees cooler than the ambient temperature outside. As with any electrical system, there are occasions when mechanisms fail and attention is required. Although it may be possible to repair minor faults on the route, we usually have to make major repairs when the train returns to the depot.

Your comfort is important to us, and we train our staff to move customers to another carriage in such circumstances. I am sorry if this option was not offered to you.

I have made sure that your complaint has been logged for both of your journeys and that this matter will be brought up in future meetings.

Thank you for contacting us. We do value your custom and I hope you will continue to use East Coast services.

Yours sincerely
Customer Relations Consultant”

One comment

  1. [...] got your reply. Thanks. (Sort of.) Now, you’re not gonna want to hear this, but I’m afraid [...]

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