Hi @CalSleeper. As a customer last night who opted to turn around and go home again, I have some hopefully constructive criticism for you

1/n

The disruption last night wasn't of your making. Infrastructure faults will happen occasionally so you need a robust contingency plan for when that happens

2/n

You market yourself as a Hotel on Wheels. It seems to me that you have two kinds of customers.

1) those making time sensitive journeys. Those people need to be sent on their way, by bus if necessary. You did that so great

3/n

2) the other kind (of which I was one) aren't as fussed about being on time, but are buying a Hotel experience and a need for the night.

4/n

For those people, you should offer a static bed on your train; food and drink, breakfast; and ticket acceptance on 1st morning train out of London.

You didn't do that, but it should be a core part of your SOP for Northbound customers when WCML is blocked

Thx 4 listening!

n/n