How to Lose Friends and Alienate People


On Saturday, two friends and I travelled from Cardiff to London by National Express coach. Yesterday I received a market research email asking for my feedback on the journey. Here's what I told them:

I booked three seats on 31 May 2017, to travel on 29 July. Two months' clear notice. We were unable to sit close to each other because a large family was monopolising one seat each (to the extent of placing luggage on vacant seats), and ended up sitting some distance apart for the entire journey. We were travelling light. If we'd had luggage, we would have observed the guidelines and placed it in the baggage compartment – not taken it on board, so it would fill up a seat which someone had paid for well in advance. The British railway companies sell pre-booked seats (not tickets – seats), and National Express would do well to follow their example.

This morning I received the following reply:



Dear Steve,

Thank you for taking time to submit your review.

I am really sorry you were unable to sit next to your friends due to other passengers taking up seats with their baggage. I understand this is an unfair thing to do and the driver should have done checks to ensure that luggage was placed in the overhead hold if allowed on the coach, if this was not done I apologise. We do in fact have a seat reservation ready to be rolled out certain journeys travelling from London Victoria, you will however have to reserve this online.

I hope this does not dishearten you travelling with us in future.

Kind Regards,

Nicole


It's certainly a step in the right direction. Always assuming that the 'certain journeys' include the 509 service to Cardiff, there's a possibility that we might be able to sit together on the way home next time. It sounds as though the outward journey will continue to be a free-for-all scramble, though. 3/10 for effort.

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