WTF is a "customer service experience"?
How long have you got?
I don't actually use Kings Cross, but the experience I have of our train system to London is beyond bleak.
Right from the fact that our Station office is only open 06.00-12.15 Monday to Friday, if and only if, the staff turn up.
Usually I have to buy a permit to travel and a ticket on the
train and the operator never offers the cheapest price despite saying they're trained to always sell the cheapest ticket
Oh and so called First Class on our trains is just a section of the regular carriages, not even a door between them. It's always an empty area while fare paying passengers have to stand.
Now we hear someone talking about trains breaking down because there was a 'malfunction' checking the fuel gauge