London North Eastern Railway (LNER) First Class service

[Xenophon PCDGS]

Only reason I can think of for tables missing menus is customers removing them.

It seems to happen in many places where food is served, especially when viewed as "souvenirs" of a visit.

 

[Blindtraveler]

i think, not sure though vt can zone pendo pa's, may wel be wrong though.
--- old post above --- --- new post below ---
and i know someone who has every
wetherspoons menue since 2003 so pauls point is true

 

[devon_metro]

It is indeed true, I work in a pub/restaurant and the number of menus we get through as people decide to walk off with them!

 

[philjo]

Can they do announcements for only certain carriages? I can see why you might want to brag to standard about what they're missing, but it would be quite annoying. Far better to annoy only those in FC once before serving.

This can be done on the pendolinos. I was sitting opposite the train manager's compartment once & could see that the PA had buttons to allow announcements for just first class or just for standard class as well as for the whole train.

 

[All Line Rover]

This can be done on the pendolinos. I was sitting opposite the train manager's compartment once & could see that the PA had buttons to allow announcements for just first class or just for standard class as well as for the whole train.

It's not just the TM who can do this. Staff also seem to be able to do it from the kitchen in Coack K.

I was on a Manchester to London Evening Meal train and the "catering manager/leader" announced (to the First Class customers only) what was on the menu. It's so much easier when they do that! Why don't they do it on all trains? :roll:

 

[MidnightFlyer]

It's not just the TM who can do this. Staff also seem to be able to do it from the kitchen in Coack K.

I was on a Manchester to London Evening Meal train and the "catering manager/leader" announced (to the First Class customers only) what was on the menu. It's so much easier when they do that! Why don't they do it on all trains? :roll:

Well maybe because it would require a massive PA upgrade costing millions?

On 220s/221s/390s, the PA can be controlled to be heard in one area / coach only. You can see this on the screens in the Shop (especially on Voyagers) and in the TM's office on 390s.

 

[All Line Rover]

Well maybe because it would require a massive PA upgrade costing millions?

On 220s/221s/390s, the PA can be controlled to be heard in one area / coach only. You can see this on the screens in the Shop (especially on Voyagers) and in the TM's office on 390s.

When I said "why can't they do this on all trains", I meant all Virgin Trains - not every single train in the UK!

 

[MidnightFlyer]

When I said "why can't they do this on all trains", I meant all Virgin Trains - not every single train in the UK!

They do, it is just optional to use it or not!

 

[All Line Rover]

They do, it is just optional to use it or not!

I know that too!

I just think that staff should do it on all VT trains. It's so annoying when every customer has to ask what's available - it slows down the staff in the process.

 

[MidnightFlyer]

I know that too!

I just think that staff should do it on all VT trains. It's so annoying when every customer has to ask what's available - it slows down the staff in the process.

How does it slow down staff? Further, I would think that mentioning it to every coach would be useful as it would encourage others to upgrade next time!

1,000th post!

 

[All Line Rover]

How does it slow down staff?

When the staff announce what is available, each customers says: "I would like the chicken please" or "I would like the vegetarian please." It's very quick, and the staff have done all 4 coaches in less than 5 minutes!

When the staff don't announce what is available, each customers asks what is available, the staff say what is available, the customer pauses for a moment to choose what they want, and then the customers makes their order. This is repeated for every customer. It's so slow, and it takes the staff forever to do the 4 coaches!

Further, I would think that mentioning it to every coach would be useful as it would encourage others to upgrade next time!

Good idea! Although from my recent ALR experience, I would never consider paying £77+ for a Crewe to London First Class fare - the ATW Premier Service is so much better and costs only £59. £46 is the most I would ever pay. I'm not too bothered about the Breakfast or Evening Meal.

 

[Squaddie]

I would never consider paying £77+ for a Crewe to London First Class fare - the ATW Premier Service is so much better and costs only £59.

But the ATW Premier service isn't much use if you actually want to go from Crewe to London. Choosing a train for its catering rather than destination is just slightly insane.

 

[All Line Rover]

But the ATW Premier service isn't much use if you actually want to go from Crewe to London. Choosing a train for its catering rather than destination is just slightly insane.

No, no, you don't understand.

When travelling from Cardiff to Crewe, I would consider paying £59 for a First Class ticket because the catering is so good.

When travelling from London to Crewe, I would never consider paying £77 for First Class when Standard Class costs £30.50. The catering doesn't justify a mark up of almost £50!

Likewise, I would never pay £34.50 for First Class on a "Light Bites" service when Standard Class costs £11.50, because it seems a lot of money for just a sandwich!

 

[voyagerdude220]

the ATW Premier Service is so much better and costs only £59.

I've now been able to get the 16-25 discount offered on the Arriva Premier service.

I'm definately going to use it at least once, if not more this week, before I get my free time greatly reduced over summer. Just a shame I don't live somewhere along the route/more time to use the Premier, otherwise I'd be on it alot of the time.

 

[Failed Unit]

It does sound like the delivery is getting better but still far to inconsistant.

I am going to give them another try in September - although my expectations will be low so anything better than 2x sandwich quarters and no hot option will be a bonus.

The only concern is that most people that have experience the better service and the 4 sandwiches are on the Leeds route.

 

[davidgiles]

Live update from 1S20, the 1400 Kings Cross to Aberdeen...

Tea/coffee served within 3 minutes of departure, followed by cold drinks trolley.

All-day menu offered about 30 mins later - only two quarters of sandwich offered but the crayfish salad and hot option (cauliflower cheese tart) were both available. The salad was well presented and tasty, but fairly small. They did offer crisps, cake, shortbread and fruit as well though.

Further hot drinks before York, then a reprise of the same all-day offering between York and Newcastle. Cold drinks coming round again on departure from Newcastle - seems to be a different crew.

No newspapers on offer - is that part of the 'improvements'?

Wi-fi is much better than my experience of the system in Standard Class though.

 

[Failed Unit]

All-day menu offered about 30 mins later - only two quarters of sandwich offered

Will east coast ever offer 4 sandwiches, or at least ask the customer if they want 4. How is someone who does not use the service supposed to know they are entitled to 4!

Unless East Coast will give it the we listen to customers and the only want 2 (by forcing them into accepting 2 as most of them are too polite to request what they are entitled to!)

 

[All Line Rover]

Live update from 1S20, the 1400 Kings Cross to Aberdeen...

Tea/coffee served within 3 minutes of departure, followed by cold drinks trolley.

All-day menu offered about 30 mins later - only two quarters of sandwich offered but the crayfish salad and hot option (cauliflower cheese tart) were both available. The salad was well presented and tasty, but fairly small. They did offer crisps, cake, shortbread and fruit as well though.

Further hot drinks before York, then a reprise of the same all-day offering between York and Newcastle. Cold drinks coming round again on departure from Newcastle - seems to be a different crew.

No newspapers on offer - is that part of the 'improvements'?

Wi-fi is much better than my experience of the system in Standard Class though.

I have a few comments to make.

A. Two quarters of sandwich is not good enough, especially for a King's Cross to Aberdeen service! People who experience this level of service must complain to East Coast's Customer Services department, as well as to Elaine Holt. (Her e-mail address is out there if you know who to ask. ) East Coast must standardize the number of sandwiches customers receive, and should make all staff aware of this! It should be 4 quarters all of the time. Why? Because at weekends the sandwiches are prepacked, and there are 4 quarters in each pack. It is not good enough for customers to receive different levels of service on different trains.

B. I did not pay attention to whether newspapers were available last time because I still had the ones from Virgin.* So I can't comment. But they'd better still be available! No newspapers for a King's Cross to Aberdeen journey would be ridiculous!

*Before anyone claims that I am "stealing" The Independent and The FT from Virgin, I would point out the following. From my very frequent journeys with Virgin in First Class, I have observed that the cleaning staff simply chuck any "used" newspapers into the bin. (Occasionally this has happened when I just popped to the toilet!) If I have not finished reading the newspapers by the end of my journey, I consider it to be more-environmentally friendly to take the newspapers with me (after all, they will be thrown in the bin!) instead of having to take a new copy for each journey. So there!
--- old post above --- --- new post below ---

Unless East Coast will give it the we listen to customers and the only want 2 (by forcing them into accepting 2 as most of them are too polite to request what they are entitled to!)

If I was only offered 2 I would definitely complain and ask for 4. I don't care what people think. Half a sandwich is not good enough!

 

[Failed Unit]

What is ms Holts email address? You can PM me if you want, I am annoyed that east coast have not even acknowledged my compliants and now I need to go to passenger focus - very poor.

 

[telstarbox]

When's Amcluesent going to give us another limerick?

 

[DaveNewcastle]

When's Amcluesent going to give us another limerick?

When, (after travelling FC with EC and eating one of their hot meal-ettes, if available) Amcluesent gets home without feeling hungry enough for a (proper) hot meal.

 

[amcluesent]

When's Amcluesent going to give us another limerick?

Never. Broad humour is not welcome on RailUKforums it would seem.:roll:

Anyhow, by way of sign-off I did well on EC tonight, after having waited for a premier 0x:30 service rather than the wayward HST on 0x:03 and 0x:19.

Drinks trolley rolled by, G&T provided then offered wine too! Just past Huntingdon, and drinks trolley returning to base and I was offered a top-up of vino.

Amazing. Fell out at PBO humming a h-h-happy song, and her indoors refused to give me the keys to drive home...

 

[premier01]

I have a few comments to make.

A. Two quarters of sandwich is not good enough, especially for a King's Cross to Aberdeen service! People who experience this level of service must complain to East Coast's Customer Services department, as well as to Elaine Holt. (Her e-mail address is out there if you know who to ask. ) East Coast must standardize the number of sandwiches customers receive, and should make all staff aware of this! It should be 4 quarters all of the time. Why? Because at weekends the sandwiches are prepacked, and there are 4 quarters in each pack. It is not good enough for customers to receive different levels of service on different trains.

B. I did not pay attention to whether newspapers were available last time because I still had the ones from Virgin.* So I can't comment. But they'd better still be available! No newspapers for a King's Cross to Aberdeen journey would be ridiculous!

*Before anyone claims that I am "stealing" The Independent and The FT from Virgin, I would point out the following. From my very frequent journeys with Virgin in First Class, I have observed that the cleaning staff simply chuck any "used" newspapers into the bin. (Occasionally this has happened when I just popped to the toilet!) If I have not finished reading the newspapers by the end of my journey, I consider it to be more-environmentally friendly to take the newspapers with me (after all, they will be thrown in the bin!) instead of having to take a new copy for each journey. So there!
--- old post above --- --- new post below ---


If I was only offered 2 I would definitely complain and ask for 4. I don't care what people think. Half a sandwich is not good enough!

I wouldn't suggest that the newspapers aren't to be taken off the train-sure VT say they are complimentary-the staff are so much more organised on VT-some times they even give out the newsapers so u don't have to try to find 1 in the luggage rack area.


--- old post above --- --- new post below ---

What is ms Holts email address? You can PM me if you want, I am annoyed that east coast have not even acknowledged my compliants and now I need to go to passenger focus - very poor.

I would've guessed it would simply be elaine.holt@ectrains.co.uk or something like that-try variations of eholt or e.holt then the domain name-should be the same as the customer relations domain name-very unlikely her E-mail address is secret but whether E-mails are filtered by a PA or team of PA's is another story.

They most likely are and any complaints just not read by Elaine Holt and sent to the customer relations team to draft a reply with perhaps sending it back on behalf of Elaine Holt-if they reply at all!

As for the business of 2 sandwiches it's a joke-the all day food options sound disgusting-a simple burger or lasagne as per the original at seat option would be more than acceptable-with free booze

 

[thefab444]

I would've guessed it would simply be elaine.holt@ectrains.co.uk or something like that-try variations of eholt or e.holt then the domain name-should be the same as the customer relations domain name-very unlikely her E-mail address is secret but whether E-mails are filtered by a PA or team of PA's is another story.

They most likely are and any complaints just not read by Elaine Holt and sent to the customer relations team to draft a reply with perhaps sending it back on behalf of Elaine Holt-if they reply at all!

If it's anything like emailing SWT's MD, your email will mostly likely be read by a PA and then forwarded to a senior customer relations person. I only do this if the normal customer services people either haven't replied within the charter time, or their reply hasn't been satisfactory.

 

[Turbocharger]

Even if you get the right email address, most CEO's or COO's etc all have PA's and other staff who have access to their mailbox to pull out the customer emails.

So it will go back to the usual route sadly.

 

[yorkie]

I've noticed poor loadings in FC on trains where standard has spare capacity and the FC offering isn't substantial, and I suspect this is because people know the upgrade simply isn't worth it.

I noticed loads of spare sandwiches on the 20:00 ex-King's Cross yesterday.

Last week I counted 35 passengers in FC on the 21:00 ex-King's Cross approaching York, but yesterday I'd say it was even less on the 20:00.

My ticket was so cheap I simply could not justify the extra cost of FC. I don't think I can report back as to how good the offer is, as I doubt I will be using it much! But given poor loadings it does not appear to be enticing many people.

 

[Failed Unit]

Even if you get the right email address, most CEO's or COO's etc all have PA's and other staff who have access to their mailbox to pull out the customer emails.

So it will go back to the usual route sadly.

To be honest expect the filtering to happen by the PA and forwarding onto the compliants department - but it is more likely to be actioned for the reasons above.
--- old post above --- --- new post below ---

Even if you get the right email address, most CEO's or COO's etc all have PA's and other staff who have access to their mailbox to pull out the customer emails.

So it will go back to the usual route sadly.

To be honest expect the filtering to happen by the PA and forwarding onto the compliants department - but it is more likely to be actioned for the reasons above.

As for Yorkies point, the loadings were always better at the times the decent offer existed, but as Yorkshire Rider says revenue is up so the won't care. However this could be a blip try it find it is rubbish and don't use it again as revenue on the train is front loaded before the journey anyway. The quarter also had more public holidays than normal (late Easter)

 

[Blindtraveler]

have to agree with Yorkie not great loadings and on the service I was on tonite a lot of former FC Pacs moaning how its nolonger worth it!

 

[davidgiles]

Oh dear, oh dear.

I'm on board the 0755 Inverness to Kings Cross, unlike the rostered staff it would seem. 'The advertised breakfast service will not be provided'.

Distinctly un-first class of them not to mention that before we left - could have bought a bacon sandwich on the station concourse.
--- old post above --- --- new post below ---
In honour of amcluesent (who I appreciated in any case)...

When travelling south with East Coast
Despite the corporate boast
The breakfast is fiction,
It's gross dereliction -
There's not even a slice of toast

 

[jon0844]

Even if you get the right email address, most CEO's or COO's etc all have PA's and other staff who have access to their mailbox to pull out the customer emails.

So it will go back to the usual route sadly.

To be fair, Elaine Holt usually replies directly - even if someone else may read/screen the emails initially.