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“Please help me persuade East Coast to display reserved seating ” – Sarah Newman-Holden

Description

Sarah Newman-Holden

I travelled on the 6.30pm train back home for Edinburgh with my two children after a day trip on Saturday 8th December.We had bought our tickets in advance and had reserved seats in coach G. This train was very busy and coach G was full of travellers who had been told they could sit anywhere in the coach as no seat reservations had been allocated. Our seats were taken and resultingly me and my 5 and 7 year old had to stand for the entire 2 hour journey home which was incredibly stressful.
I am disappointed that people with the foresight to book in advance lose their seats to people who have just struck lucky. It sadly ruined what had been a lovely day out as my children were tired and teary and desperately needed their seats.

Problem History

  • 1 Sarah Newman-Holden reported the issue on FixMyTransport. close 10:24 13 Dec 2012
  • 2 Sarah Newman-Holden wrote to East Coast close 10:24 13 Dec 2012

    Here is the letter that Sarah Newman-Holden wrote.

    Reserved seating

    I travelled on the 6.30pm train back home for Edinburgh with my two children after a day trip on Saturday 8th December.We had bought our tickets in advance and had reserved seats in coach G. This train was very busy and coach G was full of travellers who had been told they could sit anywhere in the coach as no seat reservations had been allocated. Our seats were taken and resultingly me and my 5 and 7 year old had to stand for the entire 2 hour journey home which was incredibly stressful.
    I am disappointed that people with the foresight to book in advance lose their seats to people who have just struck lucky. It sadly ruined what had been a lovely day out as my children were tired and teary and desperately needed their seats.

  • 3 Customer Relations Mailbox responded to Sarah Newman-Holden close 10:29 13 Dec 2012
    Thank you for contacting the East Coast Customer Relations
    department.  As stated within our East Coast Passenger's
    Charter, we aim to respond to all written correspondence within
    10 working days.

    If your enquiry is time critical, such as lost property please
    do not hesitate to contact us on 08457 225333 (Option 3), Monday
    to Sunday 07:00-22:00 and we will of course be happy to help.

    Thank you again for contacting East Coast.

    Regards

    Customer Relations Team

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  • 4 Myf Nixon commented close 11:37 13 Dec 2012

    Ugh, sympathy! I think the blame is also on the passengers that wouldn't give up their seats when they saw a parent with two young kids. With one on your lap, it would only have taken two kind souls...

    anorak
    admin
  • 5 East Coast Customer Relations responded to Sarah Newman-Holden close 10:25 26 Dec 2012
    East Coast Customer Relations

    Freepost RSRJ-LJCX-GHST

    Plymouth

    PL4 6AB

    Tel: 08457 225 333

    Email: [East Coast problem reporting email]

    Website: www.eastcoast.co.uk

    Ref: EC121213BBKV

    Dear Customer

    Thank you for your email received on 13 December 2012 regarding
    seat reservations.

    I sincerely apologise that we failed to provide a seat
    reservation on your journey with us from to on. We were unable
    to provide your reserved seat due to a last minute change to
    your carriage.

    Unfortunately, there are occasions when we have to remove a
    coach from the train for emergency repairs. In such
    circumstances, we do what we can to find a replacement vehicle
    of the same configuration so that we keep the inconvenience to
    customers to a minimum. For the most part, we are successful in
    this, although sometimes this is not possible or the replacement
    coach is not of the same layout and this can cause a degree of
    confusion. I am sorry for the inconvenience and discomfort we
    caused you and your children.

    In cases where seat reservations are lost, we recommend that you
    contact a member of our staff who will be pleased to find you an
    alternative seat on the train if possible.

    We would like to provide you with some compensation for the
    incident under our Seat Guarantee scheme. In order to do so, we
    need the tickets for your journey as proof of travel along with
    a covering letter including you personal details with your
    address and a brief mention of the service and the issues with
    it.

    Please can you send these, by post, to the address below:

    East Coast Customer Relations

    Freepost RSRJ-LJCX-GHST

    Plymouth

    PL4 6AB

    Thank you again for contacting us. We look forward to receiving
    your tickets shortly.

    Yours sincerely

    Derek Morgan

    Customer Relations Advisor

    East Coast

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Comment
  • started 13 December 2012
  • supporters 2
Train route between Edinburgh and Stonehaven
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