In reply to Neil Williams:
Thank you for your email received on 13 March 2013 regarding bicycle space on your recent journey with us.
I was sorry to read that you were unable to travel on the 1100 service from London King’s Cross to Edinburgh on 8 March due to on board issues with your bicycle. East Coast welcomes cyclists who wish to access our services. However, I note your comments regarding the lack of specified restrictions detailing what constitutes a fold up bicycle and what does not. In these circumstances, please be aware that the Train Guard will use his or her own discretion in these circumstances. Nonetheless, please rest assured, your comments have been logged and passed on to the relevant members of staff to review at the upcoming ‘Carriage of Stowed Items’ managers meeting.
We do make space for bicycles on all our trains but, as you can appreciate, space is limited. Generally our main line trains can carry five bicycles. All customers wishing to take a bicycle on their journey must make a reservation. Your bicycle will be stowed in the Guard’s Van.
To make sure you are able to travel with your bicycle next time, please reserve a space with us free of charge 24 hours in advance. You can do this:
• when you book tickets online at www.eastcoast.co.uk;
• when purchasing tickets with our telephone sales team on 08457 225 225 option 2, option 6; or
• if you have already purchased a ticket, by calling into any station travel centre.
As long as you give us at least 24 hours notice, our retail outlets will be happy to help, but please do bear in mind spaces are subject to availability. Please note that you do not have to make a reservation to carry a folding bicycle on one of our trains, as long as it does not exceed our size restrictions, which as I have previously stated, is at the Guards discretion. For more information on our cycle policy please see our website www.eastcoast.co.uk/on-board-our-trains/Baggage-and-Pets/cycles/.
Further to this, I note your request for compensation. At East Coast, our Passenger’s Charter compensates over and above the levels set out in the National Rail Conditions of Carriage (NRCOC) and unfortunately, I must inform you that we do not compensate for matters such as this. I apologise for any disappointment that you may feel from this.
Thank you for getting in touch with us and giving me the chance to explain. We do value your custom and we hope you will use our services again in the future.
Yours sincerely