We had a reply regarding the smoking train today. Here it is:
Dear Ms XXXXXX,
Thank you for contacting us regarding the problems you experienced on one of our services.
I was very concerned to read of the problems you and other customers experienced in one of the carriages. I know that you changed trains for your own safety.
It is a requirement for all of our trains to have Passenger Communication Cords to alert the Driver of any incidents as there are no Conductors on board these trains. These are very well sign posted on the train. I am unsure why these cords would not be working. Although if you can advise me of the date train in which you travelled I will happily get the train checked to ensure that all of the cords are working correctly.
Unfortunately the staff selling refreshments on the train are not employed by National Express East Anglia. If there was an incident such as this where customers would be at risk you would have thought that either the member of staff selling refreshments or customers would have alerted the Driver.
I am sorry that you experienced such serious events on one of our trains and I hope that you travel with us again despite your disappointing experience this time.
Kind Regards
Emma Cruize
Thank you, Emma, now all I have to do is remember what time train we caught…
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Off with Nicktor (and James who is chaperoning us) to see Aldershot tonight. I’m hoping the rain stops soon.