London North Eastern Railway (LNER) First Class service

[ApAp]

Brilliant business plan east coast coast, stand in the queue lose all the benefits of going first class and think you know what next time I will travel standard and save some cash.

Agreed totally. Why would a first class passenger have to queue in the standard class buffet? We pay a premium to get superior service and that's what we used to get.

I can see no reason to take the train to Scotland anymore, for me it was the restaurant that made the trip so much nicer than flying. For Newcastle I'd choose the train v plane solely on price now as in real terms they both take around the same time. York... well I could fly to LBA but that sounds like too much hassle, but without the restaurants then Grand Central suddenly becomes an option if the times suit me.

 

[jon0844]

A quick check:

East Coast: KGX-PBO 1703-1749 (46mins) £124 FC open return
FCC: KGX-PBO 1710-1822 (1hr 12mins) £88 FC open return

So, you arrive about 30 minutes later but save £36. If the FCC service was a 365 or 321, I'd have no hesitating taking that and treating myself to something nice before/after with the money saved. Of course, an HST or Mk4 is even nicer inside - but it's even cheaper for a day return (£38 vs £96) if you can't get an advanced ticket.

Given I get much higher speed data on my 'MiFi', I wouldn't even miss the Wi-Fi.

I really do think EC would rather have the seats left clear for people to book FC to go further than PBO - as if lots of people get off at PBO, how many new FC travellers get on thereafter?

If they don't do anything to satisfy PBO passengers, that will prove my theory. If they back down and change things, I will stand corrected!

 

[StrollerEd]

Agreed totally. Why would a first class passenger have to queue in the standard class buffet? We pay a premium to get superior service and that's what we used to get.

I can see no reason to take the train to Scotland anymore, for me it was the restaurant that made the trip so much nicer than flying.

Agreed. This was where I came in.

EC wake up - smell the coffee!

 

[amcluesent]

>if lots of people get off at PBO, how many new FC travellers get on thereafter?<

A smattering and by the look of 'em they are on AP, I usually get into PBO from the 17:30 or 17:49 out of KGX.

I did once go from EC FC to FCC Std to save £ (pre 22 May). After 1 week I was driven half mad, my back hurt and producivity had slumped.

 

[Skimble19]

[Pedant Mode]Guys, we know you're unhappy about it. The same few people constantly posting essentially the same stuff isn't exactly going to get anyone anywhere (and is a little boring!).. Would it not be better to instead discuss things that East Coast could add / change on the menu's to improve the service than slating it and saying you'll travel FCC? Then if a suitable list is created and sent off you never know who might read it..[/Pedant Mode]

 

[Failed Unit]

Something hot on the all day selection, a steak sandwich, burger, chilli. Anything more than 2 sandwiches. .

Other suggestions I have already mentioned.
Provide the full meal to southbound passengers.
Load the meal further up the line for the long distance passengers, Ie York or Newcastle on trains leaving London between 1500 - 1700 on Anglo Scottish passengers.

I would probably be happy if the evening meal was served at York if I was travelling on the 1600 so I am easily bought.

 

[sidmouth]

Easy.
Remove 70 min rule
Provide food as stated on menu (otherwise remove it and associated advertising rather than raise false expectations)
Provide 4 squares of sandwiches, not 2

Is that too much to ask?

 

[Essexman]

Ham, egg & chips.
I had this at-seat going to Inverness in April and discussing the changes the chap serving me said it doens't need a chef to cook it.
There's plenty of staff - get them to cook simple, non poncy food for those willing to pay.

 

[blackfive460]

Ham, egg & chips.
I had this at-seat going to Inverness in April and discussing the changes the chap serving me said it doens't need a chef to cook it.
There's plenty of staff - get them to cook simple, non poncy food for those willing to pay.

Hear, hear.
Or to put it another way, please can we go back to the way it was?

 

[jon0844]

Having come home on a declassified service on a 321, is this really that bad as a way of saving a fair few quid? I don't find the seats uncomfortable and the table is fine - and I doubt FC is packed even on the semi-fast PBO services out of the Cross.

Besides the service given, or not, it's worth considering. I know you can't be 100% sure what stock will run, but I do think 321s are favoured to Peterborough in the peaks.



Actually, when I said a 317 would be terrible, it is worth remembering that they do have the same IC seats as the old HSTs, so the only real problem is that the open nature of the compartment means many people upgrade and fill it up and the lack of tables. Indeed, the only seats with anything are the airline seats - and the seat back tables are often broken.

365s are nice but seem to be favoured on services to Cambridge.

 

[silentone]

[Pedant Mode]Guys, we know you're unhappy about it. The same few people constantly posting essentially the same stuff isn't exactly going to get anyone anywhere (and is a little boring!).. Would it not be better to instead discuss things that East Coast could add / change on the menu's to improve the service than slating it and saying you'll travel FCC? Then if a suitable list is created and sent off you never know who might read it..[/Pedant Mode]

Exactly and the same 'stuff' is still posted above between that post and this.

 

[Failed Unit]

Exactly and the same 'stuff' is still posted above between that post and this.

Erm - I did make some, but do you really think east coast will add hot options? Provide evening meals southbound not just from kings cross or even start serving dinner post York? I can understand that may of course cause problems with getting the Newcastle passengers served in time but if the order is taken pre York it may work?

Would bangers and mash be hard in the all day offer, it used to be served on the at seat. Pizzas? There are lots of relatively easy to do hot dishes for the all day offer. Toasted sandwiches? But I can see the practicality of this on a train is hard. Pasta based dishes?

 

[amcluesent]

>Provide 4 squares of sandwiches, not 2<

My technique now is to ask for 'two of each please' which I think sounds less greedy than 'I want four'.

Other wee trick is to sit in K facing back and get a G&T and OJ from the trolley on the way down. When they come trundling back up, catch their eye and ask for some vino.

 

[Failed Unit]

>Provide 4 squares of sandwiches, not 2<

My technique now is to ask for 'two of each please' which I think sounds less greedy than 'I want four'.

Other wee trick is to sit in K facing back and get a G&T and OJ from the trolley on the way down. When they come trundling back up, catch their eye and ask for some vino.

That to be honest would make a big difference to the at seat offer. 4 sandwiches at the size the are is the equivalent to 2 sandwiches you would buy from Pret, M&S etc. The fillings are not too risky to be honest.

I know I have yet to see a hot offer, but many people say it doesn't look that good. However on an airline you typically get 3 offers long haul and it is not normal for someone not to like any, so may ask rail gourmet to have a chat with gate gourmet to see what BA offer on 5 hour flights.

I know we have to accept that the at seat is gone, but I am still amazed that no feedback has being requested, a simple survey sent out to anyone that has booked with east coast website would be a start. Not sure if fish and chips is practical to cook on a train. The salmon and potatoe salads they had last summer was wonderful, that would make a good hot option.

 

[Furrball]

Something with mash would seem like an option.

You could offer mash potato with all sort of things (sausage, pie, haggis(as an evening meal on the Chieftain this could be good! The sleeper haggis neeps and taties comes out of a tin but there is nothing wrong with it!))

Or new potatoes during the summer with a beef casserole or the likes, or chicken breast.

Veggie Chilli or veggie spag bol

And then of course chips with anything . . .

Ok, not 'fancy' food but good, honest food.

They really have got the wrong end of the stick - email going to them tomorrow when I have chance to complete it and get it read through
--- old post above --- --- new post below ---
Just remembered that at Edinburgh the same girl was noted northbound and southbound recording something on a pad regarding food loadings. Also southbound a member of the catering crew was having a very heated argument on the platform with what appeared to be a manager. The end of the conversation seemed to be something along the lines of "I will ensure that their is a manager on the service on Thursday . . ."

 

[amcluesent]

They could just install microwaves in the vestibules where the catering trolleys are held, and provide a range of ready meals from a cart on the platforms at the main stations. pax could pick up what they fancy and heat through when peckish. You'd need need to keep an eye out for when the microwave is free, just like with the lavs.

 

[Furrball]

They could just install microwaves in the vestibules where the catering trolleys are held, and provide a range of ready meals from a cart on the platforms at the main stations. pax could pick up what they fancy and heat through when peckish. You'd need need to keep an eye out for when the microwave is free, just like with the lavs.

After my joking comment about getting someone to bring a McD's to me at Edinburgh if I do an EC journey again I may actually try and do it! Be even better if I could get a pizza delivered to the station and onto the train!
Phill Jupitus, Marcus Brigstocke, Andre Vincent and Carrie Quinlan did it with pasties a few years ago!

 

[StrollerEd]

Something hot on the all day selection, a steak sandwich, burger, chilli. Anything more than 2 sandwiches. .

Other suggestions I have already mentioned.
Provide the full meal to southbound passengers.
Load the meal further up the line for the long distance passengers, Ie York or Newcastle on trains leaving London between 1500 - 1700 on Anglo Scottish passengers.

I would probably be happy if the evening meal was served at York if I was travelling on the 1600 so I am easily bought.

+1

seems like a suggestion

 

[Essexman]

EC did an excellent fish & chips for a while.
Last time I had it was in standard and they had no plastic containers, so the chef found me a seat in the standard buffet coach & brought the meal to me on a china plate with metal cutlery.

 

[silentone]

This is just over 4 weeks since launch now, and the plan was always to review the offer continually with a closer look due in a few months.

There is obviously scope for improvement and changes but things like the suggestions here were never going to be seen from day 1. The offer had to be appealing, good quality and easy for crews to produce in bulk. The fallout and problems would have been far worse if the menu's contained far more elaborate and far more choices than they do at present.

 

[StrollerEd]

Take the suggestions with a pinch of salt (sic) by all means, but with all due respect, I'm appearing here as a customer not a consultant.

If you want professional advice, then my rates are published on my website ...

 

[Blindtraveler]

what feedback on menues and likes/dislikes have crews given management? Know some things have been mentioned earlier but would be intresting to hear. We know of course the curry died an early death.

 

[silentone]

Crews had a lot of input pre-launch.

The biggest concern for crews are they just cannot carry out the new service as they expected due to various issues. There are that many I have to report everyday that I could write a book.

 

[Blindtraveler]

wel should EC or its successor ever replace you with a self serve vending machine and a microwave then you woant be skint haha. Bit sad though that there are so many issues for you guys.

 

[Failed Unit]

Crews had a lot of input pre-launch.

The biggest concern for crews are they just cannot carry out the new service as they expected due to various issues. There are that many I have to report everyday that I could write a book.

I just hope they read it. But how quickly can things change? I accept that the old offers are dead but there is a simple and major problem for a lot of passengers they are hungry. Maybe ironing out the supply problems and giving them 4 sandwiches / something hot will resolve this. But this is 4 weeks as you have said and it only takes on bad experience to lose a customer. Then east coast will be advertising te re-launch. I am very forgiving and if the get it wrong and change fair play, but the will need to inform us hungry passengers things have changed first.

 

[38Cto15E]

After reading all the posts, we can safely say that the changeover has been nothing short of a fiasco foodwise.
Surely it would have been better to stage the changeover, ie: firstly do the Kings Cross-Leeds trains, then maybe a month or so later Newcastle then Scotland.

Eurostar used to put on a very nice tray of food a year or so ago, on a 2 and a bit hour journey as well.

Many thanks for the EC staff who are keeping us informed from the inside, you must feel like the meat in a sandwich with customers, rail gourmet and management all offering their opinions.

 

[MidnightFlyer]

We know of course the curry died an early death.

What happened to the curry?

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I don't intend to try it, but is it worth the First Class Upgrade on weekends?

 

[Blindtraveler]

have done a short hop on a weekend mat and its no bad, I think. The curry was so unpopular with all it woant reappear they say.

 

[silentone]

Any reported issues are tackled straight away to find a solution or cause and how to prevent it happening again. No two issues are ever the same.

Weekends have become far easier, but just to point out Alcohol is not complimentary at weekends and must be purchased at the bar, certain crews may sell it to you from your seat but you shouldn't assume they will.

 

[amcluesent]

I think EC should publish the calories for each the options in the menu booklet. Like many FC pax (and not a few staff!) I am carrying a spare tyre and it would be helpful to know which of the complimentary are most fattening.