London North Eastern Railway (LNER) First Class service

[GuyGibsonVC]

I may have spoke too soon. Lovely service on the way back from Edinburgh to Morpeth on the 1830.

Water and crisps just as we moved off swiftly followed by hot food orders. I opted for the Lamb Rogan Josh.

This was then followed by cold drinks and beer and I got a Hop on Board Ale to accompany my curry all before Dunbar.

Berwick Upon Tweed seen a tea and biscuits run which I didn’t partake in.

All staff were friendly, engaging and even gave me biscuits to take away. From famine to feast!

Do LNER have a consistency problem or is it luck of the draw?

 

[Haywain]

Do LNER have a consistency problem or is it luck of the draw?

It's always been luck of the draw, in my experience.

 

[NER1621]

Do LNER have a consistency problem or is it luck of the draw?

Aren’t they the same thing? Surely “It’s luck of the draw if you get a customer-focussed crew” =“LNER have a consistency problem”?

I’ve always been taught that inconsistent customer service is far worse than service which might not hit the heights but is predictable so the customer has a sound basis on which to make purchasing decisions.

FWIW, for journeys between Darlington & London, if going solo I’ll consider upgrading to First mainly to get a single seat, but if travelling with my other half we now never bother given the diminution of the offer and the lack of paired seats: instead we book an Standard airline pair with decent legroom ideally in the quiet(er) coach, and bring decent food and drink with us from the local Sainsbury’s en route to the station.

 

[Discuss223]

But whilst you can buy a cheapie discounted Advance for £15, take a 70-minute hop, and avail of the full offer, I wouldn’t expect too much more

The last time I took a 70 minute hop, from Doncaster to the Cross, it was £74 Advance Single 1st. Some flexible 1st singles can be in excess of £300. That's fine, as a nation, we are happy to pay a premium for great things, but in return, LNER should be providing a consistently great service (including a refreshment run after Doncaster on West Riding services) and they shouldn't be fobbing customers off with the option of a satsuma for breakfast, that sort of thing should be a snack. Doncaster lounge is also often understocked and understaffed, I've seen several customers trying to get in through the buzzers.

In fairness, there are some great Hosts at LNER, and the lemon posset pots are delicious.

 

[Haywain]

Doncaster lounge is also often understocked and understaffed,

Has it ever been staffed? I thought it was always a self service arrangement, hence the buzzer.

 

[Sealink]

Was looking forward to the full LNER breakfast and Toulouse Sausage and Mash from Inverness to London, it's now been "upgraded" to the "Festive feast" of a Bacon Roll then a sausage roll or sandwich.

 

[voyagerdude220]

Was looking forward to the full LNER breakfast and Toulouse Sausage and Mash from Inverness to London, it's now been "upgraded" to the "Festive feast" of a Bacon Roll then a sausage roll or sandwich.

Ouch! I think LNER needs to look up the definition of the word feast in the dictionary.

 

[Butts]

Ouch! I think LNER needs to look up the definition of the word feast in the dictionary.

Festive Fast more appropriate?

 

[Willie Bee]

I may have spoke too soon. Lovely service on the way back from Edinburgh to Morpeth on the 1830.

Water and crisps just as we moved off swiftly followed by hot food orders. I opted for the Lamb Rogan Josh.

This was then followed by cold drinks and beer and I got a Hop on Board Ale to accompany my curry all before Dunbar.

Berwick Upon Tweed seen a tea and biscuits run which I didn’t partake in.

All staff were friendly, engaging and even gave me biscuits to take away. From famine to feast!

Do LNER have a consistency problem or is it luck of the draw?

I had a similar great experience on the same 18:30 train from Edinburgh, heading for Newcastle on 29th October. I posted a comment here too, on the 30th. My wife and I were very pleased with the service, apart from the lounge at Waverley being out of action.

 

[voyagerdude220]

Festive Fast more appropriate?

Defo!
"Darlington Diet?"
"Stevenage Snack?"
Certainly not a "Berwick Banquet."

 

[Sealink]

"East Coast Economy"

 

[williamn]

Currently southbound from Newcastle. Decent service but an hour and fourty mins away from London they’re packing everything up. Obviously no more service for the rest of the trip!

 

[ainsworth74]

Currently southbound from Newcastle. Decent service but an hour and fourty mins away from London they’re packing everything up. Obviously no more service for the rest of the trip!

I reckon (or perhaps that should be hope!) there'll be a crew change at York.

 

[williamn]

I reckon (or perhaps that should be hope!) there'll be a crew change at York.

This is after York!

 

[williamn]

I stand corrected, despite having packed all glasses and cups away they’re doing another run!

 

[800Travel]

I stand corrected, despite having packed all glasses and cups away they’re doing another run!

By packed away, do you mean they were coming through collecting them in or that they were putting them back away in trolleys in the kitchen? Just asking, as they do come through and collect and give out new glasses etc. for new drinks when numbers of items allow.

 

[Vespa]

Why is LNER staff having a very poor attitude is this a first class thing or common throughout the train, is it a company work culture problem ?

FWIW I've stopped using Avanti first class for that reason as you're paying virtually double the standard class rate for a very basic service and grudging entry to the first class lounge.

 

[Blindtraveler]

I have a passing acquaintance that works as a first class host based at Edinburgh and whilst he personally tries to go above and beyond, and I'm not just blowing his trumpet, I have actually been on a couple of his trains. He says that staff morale isn't great across much of the business and there's probably a deal of penny pinching going on and maybe targets as well but he won't divulge on this. Avanti first class has become a pale shadow of its former self and the Virgin both on train and at station and so now if I want the big comfy seat and some peace and quiet when there's a human zoo in standard I just do the upgrade into standard premium

 

[800Travel]

Why is LNER staff having a very poor attitude is this a first class thing or common throughout the train, is it a company work culture problem ?

FWIW I've stopped using Avanti first class for that reason as you're paying virtually double the standard class rate for a very basic service and grudging entry to the first class lounge.

Seems to vary a lot crew to crew. Same on other operators like cross country too. Most staff are fantastic and go above and beyond in my experience.

 

[Discuss223]

He says that staff morale isn't great across much of the business and there's probably a deal of penny pinching going on and maybe targets as well but he won't divulge on this. Avanti first class has become a pale shadow of its former self and the Virgin both on train and at station and so now if I want the big comfy seat and some peace and quiet when there's a human zoo in standard I just do the upgrade into standard premium

I find it hard to think of reasons why morale would be low amongst First Class Hosts at LNER - they are paid circa £15-£17 per hour (based on annual salaries on advertised vacancies) have pension schemes etc sick pay if ill (which doesn't happen in all circumstances for rail staff) complimentary travel on LNER, priv tickets too. And also given that the First Class Hosts on LNER don't have revenue obligations or take any payments I doubt they receive much hassle from customers in comparison with say a Revenue Protection Officer. It's not all of the staff that have low morale, but it's a sizable number of crews that have a can't be bothered attitude and also act as though the stock they serve to customers comes out of their wages. In comparison, the First Class Hosts on EMR have always been excellent in my finding and EMR now have more of a complimentary offering than ever before.

 

[Killingworth]

Had lunch on LNER service from Newcastle to Doncaster today and couldn't fault staff or the food. Service in First class lounge at Newcastle was also good. A pleasure to travel with LNER and good to see seats well taken up.

 

[Andy Pacer]

Had lunch on LNER service from Newcastle to Doncaster today and couldn't fault staff or the food. Service in First class lounge at Newcastle was also good. A pleasure to travel with LNER and good to see seats well taken up.

Refreshing to see a positive view on this thread. Thanks for sharing it.

 

[Killingworth]

Refreshing to see a positive view on this thread. Thanks for sharing it.

However, on our outward journey to Newcastle in the morning we'd travelled standard class. No announcements about catering heard in Coach A. We knew about ordering at seat refreshments via QR code from emails and notices by seat. We tried but neither of us managed to complete orders for tea coffee etc. By the time we'd passed Darlington we gave up and sampled the impressive Centurion Bar at Newcastle instead. It would have helped if we'd ar leaat heard that there was catering aboard in Coach X.

 

[Blindtraveler]

The QR code at seat ordering is clunky and for what it's worth, and this is largely irrelevant to most here. Totally unfriendly to those using screen readers. LNER customer relations somewhat hilarious. Answer to this was travel first class. Good bit of marketing but funnily enough my reply email asking if they were going to pay the upgrade for me on the equivalent of a standard class advance was never replied to. Moot point anyway as I just don't do stand-up class on lner for anything more than an hour as the seats are terrible as built and significantly worse now with the much loved metal bar issue haunting them

 

[Butts]

Had lunch on LNER service from Newcastle to Doncaster today and couldn't fault staff or the food. Service in First class lounge at Newcastle was also good. A pleasure to travel with LNER and good to see seats well taken up.

Is the Lounge in Newcastle attended now ?

Looking forward to experiencing the Festive Feast on an Edinburgh to Leuchars and back £8 special each way next month.

 

[Vespa]

I find it hard to think of reasons why morale would be low amongst First Class Hosts at LNER - they are paid circa £15-£17 per hour (based on annual salaries on advertised vacancies) have pension schemes etc sick pay if ill (which doesn't happen in all circumstances for rail staff) complimentary travel on LNER, priv tickets too. And also given that the First Class Hosts on LNER don't have revenue obligations or take any payments I doubt they receive much hassle from customers in comparison with say a Revenue Protection Officer. It's not all of the staff that have low morale, but it's a sizable number of crews that have a can't be bothered attitude and also act as though the stock they serve to customers comes out of their wages. In comparison, the First Class Hosts on EMR have always been excellent in my finding and EMR now have more of a complimentary offering than ever before.

For £17 an hour I can be very professional and courteous, always think of the money.

 

[Butts]

I have a passing acquaintance that works as a first class host based at Edinburgh and whilst he personally tries to go above and beyond, and I'm not just blowing his trumpet, I have actually been on a couple of his trains. He says that staff morale isn't great across much of the business and there's probably a deal of penny pinching going on and maybe targets as well but he won't divulge on this. Avanti first class has become a pale shadow of its former self and the Virgin both on train and at station and so now if I want the big comfy seat and some peace and quiet when there's a human zoo in standard I just do the upgrade into standard premium

Can you ask your acquaintance what the official policy of doing an "Oliver Twist" on the Bacon Rolls is ?

To me this is the greatest outstanding issue that needs to be resolved with LNER 1st Class Catering.

Is it unreasonable to expect and be asked for your desired quantity of said item in lieu of a proper breakfast ?

Not sure if they have a twitter account (I'm not on it) but has anyone ever asked the question on there ?

"Christmas Scrooges at LNER deny traveller a 2nd Bacon Roll after he shells out £100 odd for a ticket"

Perhaps this would force their hand to publicly concede guests are welcome to ask for a second ?

 

[Halwynd]

I well remember being declined a second small packet of crisps by a Newcastle crew member back in East Coast days during a York - Edinburgh journey. Proper school ma'am type, looked down at me like a naughty boy - thought I was going to get 100 lines.

I wouldn't have minded but I'd turned down the 'main' food option of sandwiches, biscuits etc., and up to that point had received just a coffee and one packet of crisps - and they were small, possibly 18g bags.

Over on the WCML in Virgin Trains days the Preston and Glasgow crews were almost always generous - I once had half a box of invididually wrapped chocolate whatevertheyarecalled dumped on my table after saying they were very moreish.

 

[Butts]

I well remember being declined a second small packet of crisps by a Newcastle crew member back in East Coast days during a York - Edinburgh journey. Proper school ma'am type, looked down at me like a naughty boy - thought I was going to get 100 lines.

I wouldn't have minded but I'd turned down the 'main' food option of sandwiches, biscuits etc., and up to that point had received just a coffee and one packet of crisps - and they were small, possibly 18g bags.

Over on the WCML in Virgin Trains days the Preston and Glasgow crews were almost always generous - I once had half a box of invididually wrapped chocolate whatevertheyarecalled dumped on my table after saying they were very moreish.

The big question is one bacon roll conducive to a "Festive Feast"

Or perhaps a "Festive Famine" ?

 

[Blindtraveler]

Year since I had an lner bacon roll. Is it the same microwaved offering as in standard? If so, then not only is it definitely festive famine in my eyes but also an insult to both bacon and rolls