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The customer charter can't cope with seat reservations thats the problem if you is offered seat E51 you should get seat E51 problem is this is now and there is no recourse available today
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Which is why it's useless. That and the biased late arrival times. Why not make it that if the train is 6 hours late we'll give you a free hotel bed in the Great Southern Hotel (doesnt apply if your train gets cancelled, only if its 6 hours late or more) or, if your train is 10 hours late we'll give you a new Ferrarri, presented to you by Dick Fern wearing a nappie. That's how biased it is.