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Catering entitlement with Seatfrog upgrade

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styles

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I agree with you here, and I suspect you'd have a strong legal case if no food is forthcoming! Have there been any cases about this?
I am not sure of any cases actually going to 'small claims court'.

I suspect most people just shrug and deal with sub-par service. A small number of people might persist with a complaint and get a travel voucher, partial refund, or a free ticket.

The operators get away with it more than (I believe) they ought to.
 
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I am not sure of any cases actually going to 'small claims court'.

I suspect most people just shrug and deal with sub-par service. A small number of people might persist with a complaint and get a travel voucher, partial refund, or a free ticket.

The operators get away with it more than (I believe) they ought to.

Yeah I guess I can't really disagree - though it's standard commercial practice right, just rely on 99% of people not making a fuss and paying up for those who do.
 

styles

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Yeah I guess I can't really disagree - though it's standard commercial practice right, just rely on 99% of people not making a fuss and paying up for those who do.
Maybe someone should take it up with ORR/Martin Lewis/whatever consumer rights programmes exist now.
 

redreni

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Being really pedantic, food and drink is provided free. The first class premium applies regardless of the level of service provided, and (for flexible tickets) there is no difference between the prices on (say) LNER and Hull Trains.

I do then agree about the unreasonableness, absent genuinely exceptional circumstances, of not providing it.
The first class premium applies if you buy a first class ticket but choose to sit in standard. The Anytime premium applies if you travel at a time when off-peak tickets are valid. That doesn't mean somebody with a First Class Anytime ticket has had anything for free if he travels at peak time and sits in First Class. It's whether you've been given something you didn't pay for.
 

Mark J

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Yeah that's a fair point, just as how in the old days I'd have been peed off if my PC Pro magazine came without a free demo disk.
Is that back in the day when you had an often quoted 'over £150 of Software for Free' - on a single floppy disk. :D
 

signed

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I agree with you here, and I suspect you'd have a strong legal case if no food is forthcoming! Have there been any cases about this?
Doubt it, the question is what remedy do you have? Breach of contract is limited to the contract amount itself, and no judge will be insane enough to give you a sizable portion of your ticket price back.

Assuming action is successful you may get like £‎10 + court costs, but even that I would be skeptical you can get.
 

styles

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Doubt it, the question is what remedy do you have? Breach of contract is limited to the contract amount itself, and no judge will be insane enough to give you a sizable portion of your ticket price back.

Assuming action is successful you may get like £‎10 + court costs, but even that I would be skeptical you can get.
If the TOC has laid it on thick about food/drink in 1st class when selling 1st class tickets, I see no reason it wouldn't be successful. However you are right that you wouldn't get much back, especially when the service is typically a bacon roll and hot/soft drinks.

I'm petty enough to pursue a claim for such amounts. I nearly did recently against Just Eat for the sum of around £13 for a pizza which arrived having been carried diagonally by a courier, but they caved after I mentioned I'd file a Money Claim Online claim and gave me a full refund. Problem is, I suspect the operators would do the same, meaning the cases never come to court. This is a favourable outcome for the individual passenger who gets compensated, but unfortunately means the operators/retailers continue to get away with it against 99% of passengers. The only way the operators and retailers will learn is when they're held to account by consumers and consumer rights groups unfortunately.

The amount wouldn't strictly be limited to the contract amount, but to damages. If you happened to get a £9 SeatFrog upgrade but no food/drink on a 5 hour journey normally serving hot food and booze, you could probably claim for more than £9 worth, plus the filing fee. It would be a bit of a trick though as you'd need to show that you ended up spending say £10 on something equivalent at your destination.

I've had a successful civil claim against WizzAir and found the whole process a breeze actually (except the first time I filed I made a typo in their address and thus lost that filing fee as I had to file a new claim).
 
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Newbury

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As someone who uses both CrossCountry and SeatFrog fairly often I have had to flight quite hard with them to be reimbursed if catering isn’t available, but have always gotten the fee back after enough back-and-forth with their (XC’s) CS.
 

Steddenm

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Travelled today on a Seatfrog upgrade on CrossCountry from Newcastle to Leeds and was told quite matter-of-fact that "Seatfrog customers only now get tea, coffee and a biscuit" in First Class and that's all that was given. When I asked for a second cup of coffee I was told that it is "one per customer".

Coming back on Transpennine Express though with a Seatfrog upgrade I received the full first class menu on the 802 which was very nice.

I called XC customer support when in Leeds and was told that "it is at the discretion of the host" and that "upgraded tickets are based on weekend upgrades and the first class service offered then", yet when I spoke to XC when I got home I was told that this was incorrect and Seatfrog customers are entitled to the same as any other first class ticket holder as per their agreement with Seatfrog Ops Ltd. XC were then very apologetic and agreed to send me a "complimentary" ticket for travel at any future date by calling them with a code they've given me.
 

styles

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Travelled today on a Seatfrog upgrade on CrossCountry from Newcastle to Leeds and was told quite matter-of-fact that "Seatfrog customers only now get tea, coffee and a biscuit" in First Class and that's all that was given. When I asked for a second cup of coffee I was told that it is "one per customer".

Coming back on Transpennine Express though with a Seatfrog upgrade I received the full first class menu on the 802 which was very nice.

I called XC customer support when in Leeds and was told that "it is at the discretion of the host" and that "upgraded tickets are based on weekend upgrades and the first class service offered then", yet when I spoke to XC when I got home I was told that this was incorrect and Seatfrog customers are entitled to the same as any other first class ticket holder as per their agreement with Seatfrog Ops Ltd. XC were then very apologetic and agreed to send me a "complimentary" ticket for travel at any future date by calling them with a code they've given me.
Sounds like an absolute shambles.

And again, you've been compensated for pursuing this in a way 99% of passengers won't and they will continue to lose out.

I would actually raise this with SeatFrog as well as XC. SeatFrog need to be aware of antics like this because at the end of the day they're the ones the customer enters into a contract with over the upgrade.
 

Djgr

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Sounds like an absolute shambles.

And again, you've been compensated for pursuing this in a way 99% of passengers won't and they will continue to lose out.

I would actually raise this with SeatFrog as well as XC. SeatFrog need to be aware of antics like this because at the end of the day they're the ones the customer enters into a contract with over the upgrade.
If I was SeatFrog I would want compensation from XC because these antics will kill SeatFrog's business.

Seriously when will the rail industry ever get its act together?
 

alistairlees

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If I was SeatFrog I would want compensation from XC because these antics will kill SeatFrog's business.

Seriously when will the rail industry ever get its act together?
Only when it employs management who are product- and customer-focused, and instils that culture from top to bottom.
 
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