For what it’s worth, I got this this email response:
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Thank you for your email. I am sorry you have had cause to complain. We have made these changes to improve the booking process but your feedback on the new system is appreciated.
We constantly review the service we provide and your comments will form part of our review of the website as we are keen to ensure we can make it as user friendly as possible. However, if you do experience any problems when making a booking, help is available via the web chat link on the booking screen. We also have a dedicated web support team that is available via 0844 556 5605 or by email at scotrail.websupport@firstgroup.com.
I can advise that the former availability chart for Bargain Berth tickets is no longer used. Bargain Berth tickets are now selected as a fares type when booking through the Mixing Deck. The Bargain Berth fares type will not be displayed if there is no availability on the specified service.
Thank you again for contacting us and also for bringing your experience to our attention. Should you need to reply to this email, please respond to scotrailcustomer.relations@firstgroup.com.
Yours sincerely
Customer Relations Advisor
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As Jen says, perhaps they could indeed not give a shit. But I still think there’s no harm in at least making our views known to them in writing. Okay, probably it won’t change anything, if they have decided to go with the new system they’ll stick to that regardless. It would be worth asking if customer feedback led in any way to these changes; I seriously doubt it.