VT 1st Lounge Euston: Poor

[tgsh2011]

Over the past few years I've taken the view that the offering in the Virgin Trains 1st Class Lounge at Euston has become very poor compared to other lounges on the network (such as Manchester and Liverpool). Since the turn of the year the offering at Euston is appalling. The usual selection of dry almost unedibale cookies, and now no selection of decent soft drinks. No regular Pepsi (only Pepsi Max), R Whites Lemondae and not much else.

Why is it that the offering at what should the the flagship lounge has become awful? And what is it with the often empty fridges and lack of any decent selection of snacks or soft drinks?

 

[Bletchleyite]

Here's something I've wondered - why do the established airport lounge providers not consider opening up commercially in or right next to stations? I've certainly been in the position where I'd happily pay 20 quid to get somewhere comfortable to sit for a couple of hours and work in a major terminus, with a decent selection of drinks and snacks available self-service.

 

[Polarbear]

My guess would be that the offering at Euston is limited, simply to discourage people from taking away stuff that's intended for consumption in the lounge. If you think about it, most of the food offerings that are provided there, (nuts, small pretzels etc) aren't easily portable, whereas crisps and biscuits offered in other lounges are easy to take away.

Euston is easily the busiest 1st class lounge on VTWC and if it were stocked in a similar manner to the other lounges, I suspect the staff would spend most of the day replenishing supplies - at VT's expense of course.

I understand that the offerings in the lounges are "complementary", but at the end of the day, it costs someone, somewhere, something.

 

[scrapy]

Probably because it's not as common for people to arrive so early at stations so the demand isn't there. A lot of people arrive 2 to 3 hours before their flight whereas I'd say that less than 1% of people arrive at a station more than an hour before their train is due and a lot of those who would use a lounge are on flexible tickets so would just get on the next train as most routes have a least an hourly service. Many air routes only have one or two services a day so people may have longer to wait after a meeting.

 

[paddington]

Euston is easily the busiest 1st class lounge on VTWC and if it were stocked in a similar manner to the other lounges, I suspect the staff would spend most of the day replenishing supplies - at VT's expense of course.

I understand that the offerings in the lounges are "complementary", but at the end of the day, it costs someone, somewhere, something.

Why have a lounge at all then? Is it a requirement of the franchise?

 

[DarloRich]

Over the past few years I've taken the view that the offering in the Virgin Trains 1st Class Lounge at Euston has become very poor compared to other lounges on the network (such as Manchester and Liverpool). Since the turn of the year the offering at Euston is appalling. The usual selection of dry almost unedibale cookies, and now no selection of decent soft drinks. No regular Pepsi (only Pepsi Max), R Whites Lemondae and not much else.

Why is it that the offering at what should the the flagship lounge has become awful? And what is it with the often empty fridges and lack of any decent selection of snacks or soft drinks?

imagine all those free drinks. Downstairs in the pleb areas they cost about £2.50.............................

 

[Bletchleyite]

imagine all those free drinks. Downstairs in the pleb areas they cost about £2.50.............................

To be fair the new Ritazza coffee place in the "pleb area" is quite nice compared with the old dingy food court, I sat working in there for a few hours last week (paying for it by buying coffees).

 

[rebmcr]

Probably because it's not as common for people to arrive so early at stations so the demand isn't there. A lot of people arrive 2 to 3 hours before their flight whereas I'd say that less than 1% of people arrive at a station more than an hour before their train is due and a lot of those who would use a lounge are on flexible tickets so would just get on the next train as most routes have a least an hourly service. Many air routes only have one or two services a day so people may have longer to wait after a meeting.

Why have a lounge at all then?

Indeed.

 

[Bletchleyite]

If anything, it's more likely Advance ticket holders will be arriving early - and they're more likely to "get their money's worth" by eating and drinking lots. I know I used to do that when I was younger!

Those really funding it - the purchasers of £400+ tickets like 1st Anytime Return tickets between London and Manchester - will be on the next train which will depart, on average, in 10 minutes.

 

[DarloRich]

To be fair the new Ritazza coffee place in the "pleb area" is quite nice compared with the old dingy food court, I sat working in there for a few hours last week (paying for it by buying coffees).

has it got free wifi?

Actually Euston is the least likely place I would use a lounge if i could. I can be home in 45 minutes drinking my own tea!

 

[Dr Hoo]

Is there any reason why these issues aren't being debated in the 'sticky' lounge thread?

 

[Bletchleyite]

has it got free wifi?

The whole station has.

Actually Euston is the least likely place I would use a lounge if i could. I can be home in 45 minutes drinking my own tea!

It's a unique (ish) thing that relates to my work pattern - if I need to be in London early evening I can travel in my lunch break and work somewhere suitable for the afternoon.

 

[DarloRich]

the whole station has.

oh! :d

 

[Tio Terry]

Have to agree it's very poor. Went in there a couple of weeks ago and it was like going back in time! Some of the furniture looks like it comes out of the 1960's, it's also in poor repair with slits in the PVC seats in some places. The food was OK if basic and when I was there - early morning - the fridges were well stocked. But for what should be the Virgin Flagship Lounge it's in pretty poor shape, a lick of paint and some up to date branding wouldn't go amiss, along with much better way finding signage.

Have to say that the staff were all well turned out in their uniforms and were very friendly, there was also a continual clear up presence so that the lounge was kept presentable.

The toilets were something else! Hard to find one that was not blocked and unusable, it was quite clear that the staff were losing the battle to keep them in an acceptable state despite a valiant effort.

I do wonder if Virgin Senior staff ever undertake any form of clandestine usage of the facilities to see for themselves just how poor this particular lounge is?

 

[AlterEgo]

Have to agree it's very poor. Went in there a couple of weeks ago and it was like going back in time! Some of the furniture looks like it comes out of the 1960's, it's also in poor repair with slits in the PVC seats in some places. The food was OK if basic and when I was there - early morning - the fridges were well stocked. But for what should be the Virgin Flagship Lounge it's in pretty poor shape, a lick of paint and some up to date branding wouldn't go amiss, along with much better way finding signage.

Have to say that the staff were all well turned out in their uniforms and were very friendly, there was also a continual clear up presence so that the lounge was kept presentable.

The toilets were something else! Hard to find one that was not blocked and unusable, it was quite clear that the staff were losing the battle to keep them in an acceptable state despite a valiant effort.

I do wonder if Virgin Senior staff ever undertake any form of clandestine usage of the facilities to see for themselves just how poor this particular lounge is?

The VT lounge has been poor for years.

I was there a couple of weeks back when taking the Highland Sleeper. It's still busy, lacks atmosphere, and I noted with disappointment that two badly-concealed rat traps were still in the same place.

I was there for about an hour and there really is no premium feel about the place. The showers are also not that well-kept.

What Virgin need is a space two or three times as big if they're going to do this properly - possibly even a two-storey affair.

 

[Polarbear]

Why have a lounge at all then? Is it a requirement of the franchise?

The lounge is there as a bespoke waiting area for 1st class customers. I've used it occasionally & the offering has changed over the years-and I agree it's been dumbed down.

Unfortunately, there are some out there who will take full advantage of anything that's free & not nailed down. In most 1st class lounges, it's not a major issue as the footfall is relatively low for most of the day. Euston is almost always busy throughout the day so I expect someone at Virgin has worked out how much it was costing & have adapted things accordingly.

I doubt having the 1st class lounge is a franchise requirement. They certainly didn't exist in BR days.

 

[Tio Terry]

The lounge is there as a bespoke waiting area for 1st class customers. I've used it occasionally & the offering has changed over the years-and I agree it's been dumbed down.

Unfortunately, there are some out there who will take full advantage of anything that's free & not nailed down. In most 1st class lounges, it's not a major issue as the footfall is relatively low for most of the day. Euston is almost always busy throughout the day so I expect someone at Virgin has worked out how much it was costing & have adapted things accordingly.

I doubt having the 1st class lounge is a franchise requirement. They certainly didn't exist in BR days.

I agree that it's almost certainly not a franchise requirement.

However, I also use the Virgin 1st class lounge at Heathrow and it's a totally different experience. If Virgin want to preserve their brand as a market leader they really do need to step up to the mark at Euston. It's not just about what it costs directly, it's also about what it costs to have a poor conception of customer service for those prepared to pay the premium fares. The image failure they must be suffering will adversely affect their sales, the next time I travel it will be standard because First is not worth the extra with those facilities.

 

[Starmill]

I noted with disappointment that two badly-concealed rat traps were still in the same place.

Which is better than the time I was there when I saw one of the rats.

Euston Lounge wants closing for refurbishment and enlarging to make better use of the space. Remodel the bar, reception area and toilets to try to create as much space as possible. Could some of the balcony be appropriated into it? It's too small, it's always a mess and they really need to do something about the rodents.

The frustrating thing is the lounge was closed for refurbishment just a few years ago and it now looks awful. One of the trolleys has had the words "I'm a first class virgin" painted onto it by the staff who work there.

Even more annoying is that they once used to decent things like crisps and packaged biscuits. On one memorable occasion I even got a tiny pre-packed ploughmans sandwich in 2015. The cost of these things must be tiny by comparison with the cost of running the facility and employing loads of staff and cleaners to work there all the time. Why not do it properly? The London Paddington Lounge is quite a good example to follow.

 

[47271]

I use the business centre (the desks) section of the Euston lounge most weeks and don't have a problem with it. It does the job for me.

I've got wifi, unlimited free coffee, a biscuit or two if I want one and can use the pay bar in the evening. The staff are all well turned out and pleasant.

I agree that the 2015 refurb (it was shut for around six weeks about this time that year) did the area few favours but Euston isn't alone in this respect. The more recent refits in Edinburgh, Newcastle and King's Cross have replaced knackered fittings (or brand new ones at King's Cross, what was that all about?) with cheap tat that'll fall apart within a couple of years. I don't know what the strategy is, but it doesn't make sense to me.

Just as a side note, BR did operate a First Class lounge in the same location at Euston, I think it was opened as part of the creation of the InterCity sector in the eighties, but I may be wrong. For sure it was there in the mid nineties.

 

[sheff1]

If Virgin want to preserve their brand as a market leader ...

These sort of comments always make me smile, as do those praising Virgin's customer service. For many years Virgin, to me, means a brand to be avoided whenever possible and I know plenty of others who feel the same.

Fortunately, I have never had the pleasure of using the lounge at Euston and intend to keep it that way - from the comments on this thread the facility is exactly what I would expect from this third rate outfit.

 

[Clip]

My guess would be that the offering at Euston is limited, simply to discourage people from taking away stuff that's intended for consumption in the lounge. If you think about it, most of the food offerings that are provided there, (nuts, small pretzels etc) aren't easily portable, whereas crisps and biscuits offered in other lounges are easy to take away.

.

How are nuts and small pretzels not as easily portable as crisps and biscuits which I know from experience come in bigger packs?

 

[cf111]

The staff in the lounge are brilliant, the setting not so much. I too have seen one of the furry interlopers scurrying about from the corner of my eye...

 

[All Line Rover]

1. The suggestion (which Neil might indirectly be making, though I can't be certain) that it doesn't matter if the Euston lounge is mediocre because passengers on the most expensive first class tickets (Anytime 1st) will take the next available service which will inevitably be within a few minutes, is not a suggestion I can agree with. There is only an hourly service to Rugby, Stafford, Chester, Runcorn, Liverpool, Preston, Macclesfield and Wolverhampton. Some major destinations there. The frequency is even worse for stations on the Trent Valley, stations west of Wolverhampton, stations west of Chester and selected stations north of Preston. And for Stoke-on-Trent, a passenger missing the xx:20 has a 40 minute wait for the following hour's xx:00. Anytime 1st fares from Euston to any of these stations are very expensive. Passengers purchasing such fares to these destinations deserve a comfortable waiting facility at Euston.

2. The Euston lounge needs to be at least twice its current size; preferably triple. VTWC had the opportunity to expand it (along the balcony and/or onto the ground floor), but chose not to do so. 47271 seems to suggest that the 2015 refurbishment did little to improve the ambience of the lounge, and I agree. The business desks were needed to provide a decent work space; it's a pity this had to be at the expense of the quiet seating area. The Euston lounge is no longer a comfortable place to sit and relax. If I have a long wait before a train, I'll go and read a book in the British Library (open to all, not just first class ticket holders!). If the lounge was larger these compromises would not be needed and there would be sufficient capacity during peak hours.

3. What is worse than not offering what customers expect, is not offering what customers expect and yet advertising the very service you are not offering (in this case, canapes). The small canapes in the attached screenshot of the VTWC website were only ever offered in the Euston lounge between 5pm and 6:30pm on weekdays. It was bad enough that the VTWC website implies they are available in the Edinburgh Waverley and Glasgow Central "lounges" (I struggle to describe the seating area at Glasgow Central as a "lounge"); even worse is continuing to display them on the website even though they haven't been offered in the lounge for at least six months. The canapes don't look special on the website, but they were decent. Are some posters in this thread really suggesting that business passengers on Anytime 1st tickets, about to board an evening meal service, are going to shove twenty canapes into their briefcase or handbag before leaving the lounge? They are hardly going to keep well. They were useful for passengers who were peckish while waiting up to an hour for their evening meal departure.

4. Overall, the Euston first class lounge is better than the Euston standard class waiting room. That's not saying much. At least there are private shower facilities.

 

[deltic]

I dont see what the problem is with it, pick up a copy of the FT and the Times, have a cup of tea, charge laptop and phone and do some work in peace and quiet - toilets always been clean and tidy when I have used them

 

[All Line Rover]

The more recent refits in Edinburgh, Newcastle and King's Cross have replaced knackered fittings (or brand new ones at King's Cross, what was that all about?) with cheap tat that'll fall apart within a couple of years. I don't know what the strategy is, but it doesn't make sense to me.

IMO the King's Cross lounge now has a worse ambience than Euston. Seems more like a day care centre. I wouldn't bother visiting on a cheap 1st AP, let alone a Season or Anytime.

 

[Butts]

Is there any reason why these issues aren't being debated in the 'sticky' lounge thread?

Probably because half the participants don't realise it exists

 

[Starmill]

The last time I was in the Lounge at Euston I had a Manchester to Lymington Pier ticket. The train from Manchester Piccadilly had arrived 37 minutes late, so I went up to the lounge, showed them my ticket and asked reception a very simple question, what's the fastest way to Lymington Pier? They couldn't answer.

If anyone is interested I thought that was so ridiculous that rather than look it up myself I decided to play along - after all it was an Advance and I'd been hoping they'd give me a note with the station stamp to confirm the delay. They had me queue up in the booking office (took around 15 minutes to be served) and the booking office staff couldn't tell me what to do either. They also refused to provide me with a note until I insisted too. All in all I spent around 45 minutes (admittedly with 10 minutes getting a coffee and using the facilities) at Euston on top of the delayed arrival. Class 'customer service'.

 

[Iskra]

I use the business centre (the desks) section of the Euston lounge most weeks and don't have a problem with it. It does the job for me.

I've got wifi, unlimited free coffee, a biscuit or two if I want one and can use the pay bar in the evening. The staff are all well turned out and pleasant.

I agree that the 2015 refurb (it was shut for around six weeks about this time that year) did the area few favours but Euston isn't alone in this respect. The more recent refits in Edinburgh, Newcastle and King's Cross have replaced knackered fittings (or brand new ones at King's Cross, what was that all about?) with cheap tat that'll fall apart within a couple of years. I don't know what the strategy is, but it doesn't make sense to me.

Just as a side note, BR did operate a First Class lounge in the same location at Euston, I think it was opened as part of the creation of the InterCity sector in the eighties, but I may be wrong. For sure it was there in the mid nineties.

It's not cheap. In a small VTEC 1st class lounge in the North of England that I know about, the furniture cost £15,000, made in Italy. So while it does look cheap and like a childs play area, it certainly wasn't through lack of investment, just taste. Just to add, I think the lounge at Edinburgh is now better than it used to be.

 

[tgsh2011]

I doubt having the 1st class lounge is a franchise requirement. They certainly didn't exist in BR days.

The Euston lounge was there long before privatisation!

 

[Polarbear]

How are nuts and small pretzels not as easily portable as crisps and biscuits which I know from experience come in bigger packs?

Ah-because at the Euston lounge, they're not in packets. Instead, they're served loose in large containers.

You could take a load away, but I doubt it'd do your pockets any favours!