Consequences of hidden content and bad UX

We recently took a short train break around the Highlands: it was a great trip to a beautiful area we’d not visited before. When we travel, we carry medication that has to be kept cool. It can survive some period out of refrigeration, but generally needs to be kept at fridge-like temperatures. We were travelling on the Caledonian Sleeper: for anyone unfamiliar, it’s an overnight train that runs between London and various locations in Scotland. One of the great things about long-distance trains is that they have fridges and, in our experience, many train companies are happy to use these to store medication. We hadn’t needed to refrigerate the medication on our outbound journey. But on our return, the staff onboard told us they couldn’t store medication in fridges and it was strictly against company policy. This was a surprise, to say the least. Naturally, I’d scoured the site for information on medication when I’d booked, and couldn’t see any mention that this wouldn’t be possible. The…

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