First chance to travel 1st class today as I journeyed from Morpeth to Leuchars. It was difficult to think how the excellent service provided by East Coast could be exceeded, but I think Virgin has pulled it off. The food offer on East Coast only really seemed to work once you left a major station. That meant nothing until Newcastle going south, and sometimes nothing until Edinburgh going north if the staff had already passed your seat. But on the 08.56 from Morpeth, my breakfast order was being taken almost as soon as I got into my seat, and coffee quickly followed. So well done to VTEC and keep it up. BUT, back off service is equally important. Let’s see the end of standard template letters from the contact centre often referring to an issue elsewhere on the network which did not affect my journey and give me the conviction my letter or email has actually been read, and constructive points or suggestions raised will be genuinely considered.
