London North Eastern Railway (LNER) First Class service

[Porty]

I had surly service from an Edinburgh crew the last time I was in First class. Asked whats available to be told bluntly,' its in the menu'

Well, to be honest, if nothing is unavailable it seems a reasonable response to me. If he or she read out the menu options to lots customers it would delay service significantly. If you were sight impaired that's a different issue of course but then I would expect a customer to say ,' I can't read the menu, can you tell me what's available please '

 

[DDB]

In contrast I was on an XC service and there were no menus and when the host asked me I wanted I asked what he had and he wouldn’t tell me and said I had to say what I wanted. So I did and then he said they didn't have it. I tried pointing out that's why he needed to tell me what he had but he wasn't budging and the guessing game went on!

 

[Butts]

In contrast I was on an XC service and there were no menus and when the host asked me I wanted I asked what he had and he wouldn’t tell me and said I had to say what I wanted. So I did and then he said they didn't have it. I tried pointing out that's why he needed to tell me what he had but he wasn't budging and the guessing game went on!

That is ludicrous !!

 

[duffield]

In contrast I was on an XC service and there were no menus and when the host asked me I wanted I asked what he had and he wouldn’t tell me and said I had to say what I wanted. So I did and then he said they didn't have it. I tried pointing out that's why he needed to tell me what he had but he wasn't budging and the guessing game went on!

That's bizarre and somewhat hilarious. I can imagine that guessing game going on for some time! Would they tell you if they had any sandwiches, for example, or require that you asked for a specific sandwich before they'd let you know if they had it?

 

[DDB]

That's bizarre and somewhat hilarious. I can imagine that guessing game going on for some time! Would they tell you if they had any sandwiches, for example, or require that you asked for a specific sandwich before they'd let you know if they had it?

I opened with the sandwich question assuming it was a ploy to get out of dishing out sandwichs but they didn't have any. It was a bizarre encounter he was convinced he had such a variety of stock that his way was quicker. He was of course wrong!

 

[route101]

Well, to be honest, if nothing is unavailable it seems a reasonable response to me. If he or she read out the menu options to lots customers it would delay service significantly. If you were sight impaired that's a different issue of course but then I would expect a customer to say ,' I can't read the menu, can you tell me what's available please '

Yes, it was more the tone of the response.

 

[Jan Mayen]

I opened with the sandwich question assuming it was a ploy to get out of dishing out sandwichs but they didn't have any. It was a bizarre encounter he was convinced he had such a variety of stock that his way was quicker. He was of course wrong!

I'd have have asked for Spam and chips, then Spam and beans, then just Spam on its own.
To be fair, I've probably got the Monty Python Sketch wrong, but your encounter sounds like it was better!

 

[duffield]

I'd have have asked for Spam and chips, then Spam and beans, then just Spam on its own.
To be fair, I've probably got the Monty Python Sketch wrong, but your encounter sounds like it was better!

"OK, how about elephant testicles on toast?"

"Sorry sir, we don't have enough bread"

 

[white43306]

Was on the 0930 service from Kings Cross to Edinburgh to catch a flight (ironically) the Saturday before last.

It was the lunch menu offering.

I had the BBQ chicken croque which was very nice indeed. Shortly after leaving Morpeth a second service occurred and I had the Ploughman’s grazing box. Again, very nice. Also pictured is the St Clement’s dessert pot.

Sorry not sure how to rotate photos.

 

[mad_rich]

Of 6 or 7 scheduled trips on Dine services this year, I think I've actually got the Dine menu twice.

On one of those, I was greeted with "Do you want any food? Preferably something cold."

I was just looking at a Newcastle - York trip, and I didn't realise they have an even lower - somewhat unadvertised - tier for these short services: 'Snacks'. It doesn't appear on the list of menus, presumably because thery're embarrassed to have a menu that just says tea and biscuits.

 

[Jan Mayen]

"OK, how about elephant testicles on toast?"

"Sorry sir, we don't have enough bread"

Yes, Sir. Indian or African Elephant?

 

[ainsworth74]

There must be some bottles of Harrogate Spa water on the train. Perhaps soft drinks aren't loaded on morning services.

At the very least the juices and waters are loaded.

 

[MrJeeves]

Today I managed a full meal service between York and Doncaster twice, with hot and cold drinks. Nothing for the journey Doncaster - York, though.

One was ex-York, which makes sense, but the other was on an ex-Edinburgh which I was more impressed by. Both times I sat in Coach M.

On another note, I plan to head north tomorrow from Doncaster. Does anyone know where the Dine services stop serving proper food? I was trying to work out whether stepping back onto a Dine at York would be worth it, or if they'd step back down to Dish by then.

 

[Siemens Trains]

At the very least the juices and waters are loaded.

If only they would load water for hand washing in the toilets while they're at it. I made two first class journeys again today, on each occasion emerging from the toilet relieved but with slimy hands (from undiluted soap).

 

[ainsworth74]

If only they would load water for hand washing in the toilets while they're at it. I made two first class journeys again today, on each occasion emerging from the toilet relieved but with slimy hands (from undiluted soap).

I've had that once or twice but I always wet my hand first before applying soap so thankfully avoid the curse of slimy hands and instead grab some hand sanitiser from my bag when I return to my seat. What I have seen more frequently is a reluctance of the water dispenser to kick in, I wonder if some of the sensors are losing sensitivity?

That's quite apart from the stupid design that makes the sink incredibly narrow but puts the tap very high above the sink meaning it's basically impossible to avoid spraying water all over the floor

 

[greyman42]

That's quite apart from the stupid design that makes the sink incredibly narrow but puts the tap very high above the sink meaning it's basically impossible to avoid spraying water all over the floor

I always cup my hands around the tap which keeps most of the water in the sink.

 

[Siemens Trains]

Of 6 or 7 scheduled trips on Dine services this year, I think I've actually got the Dine menu twice.

On one of those, I was greeted with "Do you want any food? Preferably something cold."

I was just looking at a Newcastle - York trip, and I didn't realise they have an even lower - somewhat unadvertised - tier for these short services: 'Snacks'. It doesn't appear on the list of menus, presumably because thery're embarrassed to have a menu that just says tea and biscuits.

If you were on a short journey perhaps the length of wait for your hot Dine order might have been the downside (from a customer perspective) rather than the servants being lazy.

I wonder if the list of menus by headcode online is out of date. I used the 0800 departure from Edinburgh and 1330 from London the other day, both advertised as Dine menus but only Dish was on offer. Don't think I've seen Dine on either of these services for ages.

 

[800Travel]

If you were on a short journey perhaps the length of wait for your hot Dine order might have been the downside (from a customer perspective) rather than the servants being lazy.

I wonder if the list of menus by headcode online is out of date. I used the 0800 departure from Edinburgh and 1330 from London the other day, both advertised as Dine menus but only Dish was on offer. Don't think I've seen Dine on either of these services for ages.

The Dine menu wouldn't work for Newcastle to York shuttles as you say. I suppose a menu with snacks, drinks, and the cold food offering would be feasible, idk.

Both services you've listed show as Dine on the booking portal too.

Did you happen to check the travel alerts page on the LNER site when you travelled? Very often it says something like 'the chef prepared meal will be replaced with an alternative offer', I'm guessing because of chef shortages. I've booked on dine services maybe 4 times in the past year, all of which have been downgraded.

 

[Siemens Trains]

Did you happen to check the travel alerts page on the LNER site when you travelled? Very often it says something like 'the chef prepared meal will be replaced with an alternative offer', I'm guessing because of chef shortages. I've booked on dine services maybe 4 times in the past year, all of which have been downgraded.

No, I didn't check their website on the day so perhaps downgrade alerts were issued. I didn't want to query with the onboard crew in case it caused offence resulting in my bacon roll becoming accidentally contaminated before delivery. Lack of a cooked breakfast wasn't a major problem for me, but some passengers may wish to carry a marmalade sandwich in case of such emergencies.
Otherwise both trains were on time, clean and comfortable other than the toilet water shortage. Dish catering, snacks and drinks were all perfectly adequate and overall impression of LNER was positive.

 

[yorkie]

This morning's experience on a non-stop breakfast 'Dine' train from York to London:

I asked if I could have the "Full LNER" but without 3 of the items. I was told "we can't do it like that", I said "no worries; that's fine, I'll just leave those items" and he then proceeded to make a note of it anyway, so I think he changed his mind. I wasn't asking for swaps, just not to have some of the items.

If the items come, then fine, no big deal; I just don't like wasting food that's given to me, that's all.

I then asked if I could have the eggs scrambled (which is listed on the menu as an option); the answer was no, due to staff shortages, they could only be fried today.

Someone opposite me asked if they could have a biscuit, but the person taking food orders didn't have any items with them, which seems a little bit of an odd way of doing it to me. Edit: they finally got their biscuit near Peterborough, having asked soon after departure from York! For anyone wondering, there were two drinks runs on the journey.

The train is lightly loaded in 1st; definitely a lot less busy than usual, perhaps due to it being the school holidays (I expect 'off peak' trains will be much busier than usual, as 'peak times' refers to market based pricing, rather than actual travel demands on LNER).

Given there are so many empty seats, I am surprised that the service has to be reduced, but anyway no big deal, just reporting here, so others know what to potentially expect.

Also, due to staff shortages, there is no Standard at-seat service, though the café bar is open. Is that the same person who would be helping out in 1st class, or does that mean they are two people down? (I've seen two people in 1st, plus - presumably - there will also be a chef).

Does anyone know if LNER read the comments here, with a view to improving the service and see what customers are experiencing? My guess, based on my experiences, would be a firm no. But I am aware many people in the rail industry do, so I could be wrong.

 

[voyagerdude220]

If the items come, then fine, no big deal; I just don't like wasting food that's given to me, that's all.

I then asked if I could have the eggs scrambled (which is listed on the menu as an option); the answer was no, due to staff shortages, they could only be fried today.

This reminds me of when I used to travel regularly over a decade ago on Pendolinos from Preston to Glasgow. Despite it being very lightly loaded most of the time, they'd refuse to accept my request of Scrambled instead of Fried egg. It wasn't on the menu but they did offer Smoked Salmon and Scrambled Egg.

(Ironically I once travelled on a Pendolino and knew the Chef via a mutual friend, they recognised me and they said they'd very happily make me a Breakfast with Scrambled Egg, just sit in coach K and She kindly served me Breakfast herself in person) So maybe the Chefs weren't bothered, it was more a case of the Catering staff not wanting to complicate things.

I don't understand why the Crew/Chef on your train today didn't just cook your full Breakfast then maybe distribute the unwanted elements of the Breakfast amongst other Breakfasts.

 

[Butts]

Had a great experience on the 1028 Edinburgh to Leuchars and back on the 1624 today.

Outward Bacon Roll , Crisps, Pudding, Whisky (with take away Pepsi) Coffee and Biscuits.

Inward substitute wrap for Bacon Roll rest the same.

Lounge in Edinburgh 2 Cappuccino's Orange Juice and a Pan aux Chocolat.

£8.65 each way with a Railcard - absolute bargain why does anyone use XC or Scotrail on this route ? = booked 3 days ago.

One minor criticism it's time they had proper Coffee Machines in the 1st Class Kitchen - the current product let's the offer down.

 

[GuyGibsonVC]

This morning's experience on a non-stop breakfast 'Dine' train from York to London:

I asked if I could have the "Full LNER" but without 3 of the items. I was told "we can't do it like that", I said "no worries; that's fine, I'll just leave those items" and he then proceeded to make a note of it anyway, so I think he changed his mind. I wasn't asking for swaps, just not to have some of the items.

If the items come, then fine, no big deal; I just don't like wasting food that's given to me, that's all.

I then asked if I could have the eggs scrambled (which is listed on the menu as an option); the answer was no, due to staff shortages, they could only be fried today.

Someone opposite me asked if they could have a biscuit, but the person taking food orders didn't have any items with them, which seems a little bit of an odd way of doing it to me.

The train is lightly loaded in 1st; definitely a lot less busy than usual, perhaps due to it being the school holidays (I expect 'off peak' trains will be much busier than usual, as 'peak times' refers to market based pricing, rather than actual travel demands on LNER).

Given there are so many empty seats, I am surprised that the service has to be reduced, but anyway no big deal, just reporting here, so others know what to potentially expect.

Also, due to staff shortages, there is no Standard at-seat service, though the café bar is open. Is that the same person who would be helping out in 1st class, or does that mean they are two people down? (I've seen two people in 1st, plus - presumably - there will also be a chef).

Does anyone know if LNER read the comments here, with a view to improving the service and see what customers are experiencing? My guess, based on my experiences, would be a firm no. But I am aware many people in the rail industry do, so I could be wrong.

That is a microcosm of what is deemed as service in the UK these days.

Market a product or service as premium, take the money and then erode/change/dismiss/deny until the service no longer delivers what is promised.

I got fed up of ultra processed food, the mountain of plastic wrapping that came with it and the lack of availability of what is being advertised. It is just a coffee and bigger seat for me these days!

 

[WesternLancer]

That is a microcosm of what is deemed as service in the UK these days.

Market a product or service as premium, take the money and then erode/change/dismiss/deny until the service no longer delivers what is promised.

I got fed up of ultra processed food, the mountain of plastic wrapping that came with it and the lack of availability of what is being advertised. It is just a coffee and bigger seat for me these days!

FWIW I very much agree.

 

[D6130]

why does anyone use XC or Scotrail on this route ? = booked 3 days ago.

Could it possibly be anything to do with the extreme discomfort of the seats and the poor riding qualities of the Azuma fleet?

 

[Butts]

Could it possibly be anything to do with the extreme discomfort of the seats and the poor riding qualities of the Azuma fleet?

The Free Alcohol somewhat eases the "ironing board"

 

[D6130]

The Free Alcohol somewhat eases the "ironing board"

I think I would have to consume more free alcohol than the journey time between Edinburgh and Leuchars allows to numb the pain from my shattered back! However my wife and I will be making our annual pilgrimage to St Andrews in a couple of weeks time - she attended uni there and we were married there - for our anniversary. Maybe we'll give it a try?

 

[sh24]

I'd far rather have Scotrail HST comfort than some ho-hum snacks and booze sat in an Azuma.

 

[A S Leib]

absolute bargain why does anyone use XC or Scotrail on this route ?

Apart from the fact that travelling at a more convenient time would take precedence over focusing around 4tpd to me, I'd use ScotRail or CrossCountry to Leuchars if the price of other services between Newcastle and Edinburgh meant it made more sense to do so.

 

[Butts]

I'd far rather have Scotrail HST comfort than some ho-hum snacks and booze sat in an Azuma.

You'll pay through the nose for it, but each to their own.