As a Public Transport service, supported by taxpayers, SERCO need directed to cut the marketing of 'hotel on wheels', the catering and drinks service, provide an inclusive breakfast pack to all, included in the price, and let the staff be focused on advising and attending to passengers free from all this hubris of social class /tourist expectations.
I’m definitely no fan of Serco’s marketing strategy, but I do think that the evening meals and drinks in the lounge car are a nice touch and make the journey enjoyable. There’s no need for this to be extravagant, though, as it’s in danger of becoming at the moment- a return to the menu as was in First Group days would be absolutely fine. This winter (when the well heeled tourists will largely be far away and gone) will prove a stiff test as to whether Serco’s strategy works. If it doesn’t, I sincerely hope that they will reconsider and maybe try to restore (with the new Mk5 stock) some of the more popular elements of the First Group operation (like the Bargain Berths, other special discounted fares, the possibility to share a berth to keep the cost down, with a reasonably priced option for single occupancy of a standard twin berth if sharing not acceptable, a complimentary breakfast box for both first and standard, etc.).
Most of the crews I find are generally very helpful at times of disruption, and do tend to put the needs of passengers with onward connections/whose journeys are otherwise severely disrupted first. When the train is running normally, there’s not actually that much (if anything) to attend to other than breakfast orders and the odd query, so there’s no reason why the lounge car can’t stay as it is, as a way of utilising staff who are there anyway (with perhaps a better value and less touristy menu- though keep the haggis as everyone enjoys that).
