Interesting to see how you do with Scotrail Customer Relations in the new era. I had a right palaver with them a month or so ago. By contrast I find Caledonian Sleeper to be swift and totally personalised in their response to email.
The origins of the case I had with Scotrail wasn't so much the problem, it could just as easily have happened under First, it was the customer relations process itself that was alarming.
Two things worried me: first there doesn't seem to be an automated acknowledgement of the email any more, so you can't be sure you've contacted the right address. This may have been a oneoff failure - did you get an acknowledgment back straight away?
Secondly, it was clear to me that the staff dealing with me were under far more pressure than before. It took the best part of a week for the first reply, which only half answered half of my email (ie it was around 25% adequate) so I had to quite crossly repeat myself together with a threat of Transport Focus. This got more or less the right result, but it does look like they've made some cutbacks in this area. They didn't read my stuff properly and their replies were terse and unapologetic, all signs that they're under some stress for whatever reason.
