The experience of Martin Speight (Your Letters, June 16) should come as a surprise to nobody.

As a frequent rail commuter to London, my return journey has seldom gone well. While things have improved since the dreadful days of Thames Trains, afternoon services are always delayed, seriously overcrowded (to such a degree that a cattle haulier would lose his licence) and devoid of basic services. The health and safety folk should look into both of the latter aspects.

I have been off-loaded anywhere from Oxford to Worcester as First Great Western tries to get the services back on schedule. Its lack of respect for passengers is unacceptable as is its 'train cancelled, make your own arrangements' attitude.

As regards staff - well! I recently went to Malvern Link to get a form for a refund of an unused ticket. Whilst the ticket office was closed I could hear voices within so I knocked on the door, to no avail. On knocking a third time, the door was opened ajar and I was told 'We're closed'. When trying to say 'I only want ....' I was interrupted by 'We're closed' and the door was shut. Customer service - what customer service!

J J E Parr, Suckley.