An open letter to... Mary Grant, First ScotRail managing director

The train chief has called on her staff to provide a service as good as that at upmarket store John Lewis

Dear Mary,

Have you travelled on a First ScotRail train recently? I only ask because I have. I've travelled on a First ScotRail train almost every day of every week of the last eight years. I'm a commuter. You may have heard of us.

The thing is...