Even this was not the end of it, however. The website now gave me what it called the “total cost” and asked me to press the “continue” button if I agreed to it. I did so, only to discover that the next page had added a further £6 for reasons that I was quite unable to discover.
Since the airline was the only one going to my destination, I swallowed my rage[9].
A lack of straightforwardness in dealing with customers is now commonplace,[10] and it seems worse in Britain than elsewhere. On the very same day, I booked a four-hour train journey on a route that I know is always very busy. I tried to book a seat online but found I could not do so, and so I called the telephone number indicated.
The assistant who answered my call told me I could not reserve a seat. “But,” she added brightly, “you may take any seat subject to availability.”[11]
It was reassuring that passengers on trains are permitted to sit in available seats.
“You mean that I might have to stand,” I said, “if the train is full, as it often is?”
“No, sir, you can sit in any seat, subject to availability.”
Try as I might I could not get her to admit that this meant that I might have to stand. She had evidently been trained not to deny the possibility, but rather not to admit it. She was like a common-or-garden[12] politician answering—which is to say, not answering—questions put to him by an interviewer.
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