Control is done by a different TOC, often treated as a second priority and is (I think) half a full-time "head" every day.
On their line of route there is only one other TOC who can provide ticket acceptance, at cost and only usually on specific trains nominated by the TOC. Customers may be waiting for an hour or two for that train.
Alternative services rarely go to Sunderland themselves so taxis and buses are usually required from Darlington/Newcastle etc
The 180s are absolutely dreadful trains, especially from a reliability perspective.
GC competes on price and so the customer base is heavily skewed towards students, day trippers and the like (clueless passengers in disruption who often need a metaphorical hand holding).
The staff base is very small which can put rosters up the creek when there is severe disruption.
Some customers still think GC is some family run outfit and therefore have unreasonable expectations about what can be delivered.
