London North Eastern Railway (LNER) First Class service

[Greenback]

this illustates very well the flaws in the 'complimentary' offering for travel that is not point-to-point (as is air travel). The USP of FC should be comfort and quiet plus catering arrangements that ensure that long distance travelers do not go hungry - and perhaps can delight in good food given that they have not opted for the quicker plane.
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the latter can be achieved by asking the customer to pay for their food - as they would ordinarily (some airlines do provide but the cheaper ones dont) - or by including a voucher in some types of ticket*.

* the bargain hotel prices come without breakfast

I agree StrollerEd. I can't believe how many TOC's want to turn their trains into imitation planes that are slower than the real thing! The real USP of first class rail travel is that it's not a plane!

 

[ApAp]

The ability to have as much or as little as you wanted.

What is the rule anyway? I'm sure before it was launched silentone said that we could have as much as we wanted but the containers had to be opened at seat so people couldn't take them off the train.

However, in reality it seems like it's one drink per round, I've managed two on just a single occasion.

What is the actual rule if any? I suspect if they gave people multiple drinks they'd often run out.

Has anyone recently managed to get at seat service for buffet items on a weekend? I'm sure silentone mentioned it was up to staff discretion (at least for drinks).

 

[amcluesent]

The only rule is there is no rule. I've experienced -

1) Alcohol provided from the trolley on the way down and back up, all be it some harrumphing. Same also refused point blank.
2) Drinks all poured by EC staff and miniature taken away then and there!
3) Miniatures\cans handed out unopened
4) Alcohol provided but request for soft drink refused ("only water with a drink"). Also plenty of times where this hasn't been a problem...
5) The 'G&T now and a wine for later with the meal, please!' request has worked once or twice

Honestly, you'd think the cost was coming off their salaries!

It's not like you're asking for bevvies and there's already loads of empty cans of McEwans Export on the table. That prompts a thought, why don't EC have Buckfast Tonic Wine available on the 'Chieftain'?

I've certainly seen FC staff walking back down with wee blue bags of stuff from the buffet. I assume it wasn't for themselves...

 

[YorkshireRider]

Official line to staff is one drink per run, but if its an evening meal service wine is allowed extra, water is also allowed with any drink, in practice it depends on the crew and more to the point the crew leader, only reason id refuse a request is if i thought there wasnt going to be enough for everyone, which is rare. Way i see it is if the company wants this to work, been arsey and refusing reasonable reqests for another drink isnt the way to go about it

 

[Butts]

Official line to staff is one drink per run, but if its an evening meal service wine is allowed extra, water is also allowed with any drink, in practice it depends on the crew and more to the point the crew leader, only reason id refuse a request is if i thought there wasnt going to be enough for everyone, which is rare. Way i see it is if the company wants this to work, been arsey and refusing reasonable reqests for another drink isnt the way to go about it

If people want more than one drink why shoudn't they be able to have two or three ??

If they were up and down regularly fair enough.

Has anyone raised this with customer services ?

If they don't want to provide the service then specify one drink per customer.

I also would be curious to know how the consumption is monitored - ie is there a stock check - it does seem wide open to abuse by staff (not that I am suggesting this is happening)

 

[Furrball]

Did notice that the onion bhaji sandwich had reappeared on the weekend menu when travelling on Saturday.

(And a few tweets from today seeming indicating the same)

 

[ApAp]

Did notice that the onion bhaji sandwich had reappeared on the weekend menu when travelling on Saturday.

(And a few tweets from today seeming indicating the same)

I wouldn't mind trying that, but it's no replacement for a proper menu.

I've noticed they've added the buffet menu to the website now. Shame they couldn't add a bit more detail, like the sandwiches that are available. I notice they don't sell full bottles of wine or prosecco any more.

Apparently they still accept cheques with a valid cheque guarantee card, even though this scheme has been discontinued. Does anyone still pay with cheques on EC services. Might be useful when the card machines are playing up, but I've never seen anyone carry them about with them anyway.

 

[rmt-driver]

Anyway I am currently awaiting the 1405 train which I am booked on from kings X , I shall of course let you know how it is throughout the journey, I am just keeping my fingers crossed for enough booze and a bit of decent HOT grub... Just in case I am not adequately watered I am currently enjoying a few pre-departure pints in the Betjamin , so if they OVER-PLY me with booze (not likely from what I have read here) I will be very tipsy probably by the time I arrive
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15 mins into journey got coffee before leaving London , wine and ordered hot quiche so far not bad.. Depends how many top ups I get
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Scrub that quiche is poxy, wudnt feed a budgie

 

[Greenback]

Scrub that quiche is poxy, wudnt feed a budgie

I always think of quiche as a light snack, or a light lunch with a bit of salad and brown bread to bulk it out a bit. Nice to hear EC's described as poxy!

 

[rmt-driver]

Also now over one hour in, trolly with wine bottles passed going back in opposite direction a while ago. I said "oh excuse me, could I get a top up" they told me soon it's not time yet.. That was ages ago ! Over an hours journey with just one glass of wine so far .. Disgraceful !
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Now at a stand south of Newark. Lineside fire south of donny. And still only had two glasses of wine. When she came round to give the 2nd glass we already knew of delays, I asked since were delayed can I have a gNt too.. She snapped NO, if the delay is long I'll give you one.

I couldn't believe it ! In one word... APPAULING !!!!!!!!!!!

 

[Butts]

Also now over one hour in, trolly with wine bottles passed going back in opposite direction a while ago. I said "oh excuse me, could I get a top up" they told me soon it's not time yet.. That was ages ago ! Over an hours journey with just one glass of wine so far .. Disgraceful !

Forgive me for thinking it was supposed to be on demand not discretionary on the part of staff (to provide alcohol)

Tell her to leave the bottle - that should induce a coronary
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Also now over one hour in, trolly with wine bottles passed going back in opposite direction a while ago. I said "oh excuse me, could I get a top up" they told me soon it's not time yet.. That was ages ago ! Over an hours journey with just one glass of wine so far .. Disgraceful !
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Now at a stand south of Newark. Lineside fire south of donny. And still only had two glasses of wine. When she came round to give the 2nd glass we already knew of delays, I asked since were delayed can I have a gNt too.. She snapped NO, if the delay is long I'll give you one.

I couldn't believe it ! In one word... APPAULING !!!!!!!!!!!

What the hell is going on - anyone would think it was her Gin - that wouldn't happen on Virgin (from my experience)

Is there a black market in miniatures at major stations frequented by East Coast Trains

 

[Blindtraveler]

if there is I want some, seeing as like RMT Driver im being refused when requesting

 

[rmt-driver]

if there is I want some, seeing as like RMT Driver im being refused when requesting

What train are you on?
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Disgusting. ..... Now over 2 HOURS late.,,,, still drink-wise only had 3 glasses of wine !!!!! About 4 hour journey now, less than one drink an hour... This is appalling. Even asked and asked fo a gin, nobody cares !!!

 

[ApAp]

Disgusting. ..... Now over 2 HOURS late.,,,, still drink-wise only had 3 glasses of wine !!!!! About 4 hour journey now, less than one drink an hour... This is appalling. Even asked and asked fo a gin, nobody cares !!!

Of course, if you want to have as much to drink as you want without being accused of being greedy you need to travel standard.

Perhaps we should start buying stuff from the buffet and then sending in our buffet receipts and first class tickets to customer relations asking for a refund as the food and drink is advertised as complementary in first class and apart from the restrictions on weekends and under 70 minutes there's no mention on any limits to the complementary offer.

 

[Blindtraveler]

think il try that. X

 

[calc7]

Does the weeknight 1830 KGX-EDB service come with full evening meal in 1ST?

 

[amcluesent]

Does the weeknight 1830 KGX-EDB service come with full evening meal in 1ST

Yep. That's a 'showcase' service for EC and they strive to get everything as it should be from the complimentary menu (and with competent crew)

 

[HST Power]

Does the weeknight 1830 KGX-EDB service come with full evening meal in 1ST?

Yes. You can see what services come with which offers by looking at the timetable. Trains highlighted pink have breakfast services, yellow indicates the all day offer and grey indicates an evening meal.

 

[calc7]

Yep. That's a 'showcase' service for EC and they strive to get everything as it should be from the complimentary menu (and with competent crew)

That's good to know! A further question; if I did KGX-EDB and a friend joined 1ST at YRK, would they get the same offering?

 

[rmt-driver]

First hull trains all the way for me from now on. 2 hour journey, extended to over 4 due to delays... And only 3 glasses of wine offered! Not even option to buy a bottle .. Terrible!

 

[thefab444]

Creating a train full of drunks during major disruption is probably not a good idea.

 

[EltonRoad]

That's good to know! A further question; if I did KGX-EDB and a friend joined 1ST at YRK, would they get the same offering?

No, it's the all-day offering from York. Download the timetable here and check the shading. It's the full meal until Doncaster, then all-day till Alnmouth,

 

[Butts]

Creating a train full of drunks during major disruption is probably not a good idea.

Have you seen the measures they serve

The problem is they are advertising a complementary drinks service and seemingly reneging on it (regardless of delays) in what appears to be at the whim of the individual staff.

As has been remarked on before either a quantity is stated with regard to the free ale or it is on request as the current policy would indicate(in theory at least)

 

[HST Power]

A few weeks ago, I was on an East Coast service between Newcastle and London. As we left Peterborough, this Indian man walked up to me and asked for the tab on my coke can, which obviously I had received as part of the FC offer. I thought this was a strange request, but I gave it to him anyway. I watched in shock as he returned to his seat, sat down and started using the tab to pick breakfast remains out of his teeth.....

 

[Darandio]

A few weeks ago, I was on an East Coast service between Newcastle and London. As we left Peterborough, this Indian man walked up to me and asked for the tab on my coke can, which obviously I had received as part of the FC offer. I thought this was a strange request, but I gave it to him anyway. I watched in shock as he returned to his seat, sat down and started using the tab to pick breakfast remains out of his teeth.....

 

[Greenback]

Have you seen the measures they serve

The problem is they are advertising a complementary drinks service and seemingly reneging on it (regardless of delays) in what appears to be at the whim of the individual staff.

As has been remarked on before either a quantity is stated with regard to the free ale or it is on request as the current policy would indicate(in theory at least)

I remember back int he days when FGW used to offer complimentary wine on a Friday afternoon in FC, that on one journey so much was dished out on request to passengers early on in the journey, that there was none left for those who joined later on. Naturally, those who boarded the train wer enot too happy that supplies had run out!

Of course, FGW didn't state explicitly in the publicity that the offer wa slimited to oen glass per person (though IIRC it was worded as something line 'enjoy a complimentary glass of wine), so passengers were well within their rights to ask for, and receive more glasses. One table of four friends go through four glasses each in an hour!

I wouldn;t be surprised if some staff are reluctant to provide additional drinks if they are concerned that supplies might run out. I also wouldn't be surprised if they are asked to explain where stock has gone if there is a particularly 'thirsty' train.

 

[HST Power]

I was just grateful I was in a single seat and not next to him!

 

[Butts]

I remember back int he days when FGW used to offer complimentary wine on a Friday afternoon in FC, that on one journey so much was dished out on request to passengers early on in the journey, that there was none left for those who joined later on. Naturally, those who boarded the train wer enot too happy that supplies had run out!

Of course, FGW didn't state explicitly in the publicity that the offer wa slimited to oen glass per person (though IIRC it was worded as something line 'enjoy a complimentary glass of wine), so passengers were well within their rights to ask for, and receive more glasses. One table of four friends go through four glasses each in an hour!

I wouldn;t be surprised if some staff are reluctant to provide additional drinks if they are concerned that supplies might run out. I also wouldn't be surprised if they are asked to explain where stock has gone if there is a particularly 'thirsty' train.

The "supplies" should be sufficient for normal consumption based on previous usage. At the policies instigation teething problems would be expected.

If they find they have insufficient stock due to consumption perhaps they could pick up on route at a major station ( CA leaps off and runs into off licence -"twenty bottles of red ") No seriously this is all about stock control and basic catering management.

In this scenario of "free booze" some will always have more than others and some will have none at all. It all averages out . A bit like an "all you can eat breakfast" stock model.

The reluctance of staff to provide the advertised service is leading to suspicion (probably unfounded) that they are up to no good in relation to the stock.

Speaking from experience on East Coast on my one journey where alcohol was available I had no problem in procuring a cider and a miniature spirit at the same time. I have never been refused the same request on Virgin either.

In conclusion either they change the terms of the offer to one drink per person per trolley visit - or provide enough stock to fulfil their obligations with regard to complementary drinks.

 

[HST Power]

Maybe they could save on supplies by serving drinks every alternative stop, rather than every stop, as was the case aboard my service a few weeks ago. I'd already had three cuppas by the time we'd got to York.

 

[YorkshireRider]

First hull trains all the way

Or more likely turn up to be told your going EC anyway because the HullTrains service is cancelled