47271
Established Member
- Joined
- 28 Apr 2015
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@alistairlees - only this morning I've had this subject highlighted to me locally on Speyside.
The current arrangement on the Highlander whereby all berths are made up as 'Classic' twins is generating quite a bit of irritation amongst Flexipass regulars who have been summarily re categorised from First Class to Classic with no alternative product available. Cramped two berth cabins, no inclusive breakfast and no lounge access, a fine end to many years of loyal travel and a ticket that costs £1550 a go.
By contrast if they book on the Lowlander they get automatically upgraded to Club with all of those benefits as a 'thank you". The problem is, they need to use the Highlander on a weekly basis.
It's probably not thought through in the circumstances of delayed introduction of the new stock, rather than deliberately punitive, but it isn't a great recipe for retention of their best customers.
The current arrangement on the Highlander whereby all berths are made up as 'Classic' twins is generating quite a bit of irritation amongst Flexipass regulars who have been summarily re categorised from First Class to Classic with no alternative product available. Cramped two berth cabins, no inclusive breakfast and no lounge access, a fine end to many years of loyal travel and a ticket that costs £1550 a go.
By contrast if they book on the Lowlander they get automatically upgraded to Club with all of those benefits as a 'thank you". The problem is, they need to use the Highlander on a weekly basis.
It's probably not thought through in the circumstances of delayed introduction of the new stock, rather than deliberately punitive, but it isn't a great recipe for retention of their best customers.