“Thank you for contacting First Capital Connect and telling us about your journey on 23 May 2009. I was sorry to learn that you experienced problems when you travelled on this occasion.

We expect all of our staff members to conduct themselves in a professional and courteous manner at all times and was sorry to read that you felt that this was not the case on this occasion. In order for me to log a report of this incident I need some further information. Please could you provide me with a description of the individual who served you at King’s Cross and approximately what time this occurred.

On contacting thetrainline.com (the ticket issuers) and informing them that you were having difficulties collecting your tickets; they should have been able to contact the booking office directly and arrange for your tickets to be printed. I am sorry that this was not the case and for the resulting difficulties. In order for this to be investigated I have forwarded your correspondence to them at the address below.

therainline.com
PO BOX 222333
Edinburgh
EH11 3AF

Tel: 0870 010 1296
Email enquires can be submitted through thetrainline website: http://www.thetrainline.com

Thank you once again for contacting First Capital Connect and I hope you receive a timely response.

Yours sincerely

Eugene Theron
Customer Relations Advisor

First Capital Connect Limited. Registered in England & Wales No. 05281077.
Registered office: 50 Eastbourne Terrace, Paddington, London, W2 6LX.”

My reply was this:

Dear Eugene,

Thank you so much for your email. If I had thought for a moment that my complaint would have been taken seriously rather than filed immediately in the bin as a disgruntled idiot’s maundering I would perhaps have been less florid in my expression of irritation. The gentleman who ‘served’ me at King’s Cross was black, aged between 25 and 35 (at a guess – though of course it’s difficult to tell with people you don’t know), had a small, pencil-thin goatee beard and moustache and short hair. I wouldn’t want him to get in to trouble but I don’t think it unfair to suggest that he was rude, aggressive, and unhelpful. The incident itself took place from approximately 13:15 hours. I hope this helps your investigation. As well as complaint, however, I would like to commend the supervisor Gary for his help throughout the situation.
However, my original point still stands. If, as must often be the case, such a situation arises, surely it would be better to have a more useful way of dealing with the problem of lost tickets than to have to rely on a fax machine? This is a matter of procedure rather than something for which to blame an individual.

Thank you for your help.

Clearly you don’t understand what you’re talking about. You seem to imagine that the railway system is somehow run for the benefit of paying customers when that is obviously not the case. Loon!