If you undertake a rail franchise you must be prepared to improve services for customers, not cut service provision to try and maintain a failing business. Charging customers to reserve seats didn’t go down very well. Cost cutting on new staff uniforms didn’t go down well either. As for cutting ticket office hours, that wasn’t a very bright thing to do. The delays in December didn’t help public perception. All this appears to have been done in the name of saving money so that the franchise can be maintained.