London North Eastern Railway (LNER) First Class service

[Failed Unit]

Dear Mr Unit

Thanks for your correspondence received 28 June 2011, regarding the complimentary food and drink in first class

I am sorry to learn that the quality of our complimentary food and drink service did not meet your expectations. We aim to provide a wide range of high quality products for our customers and I was therefore concerned to read your comments

From the details you gave, I am not sure whether you informed the staff at the time regarding your dissatisfaction. If ever you feel our goods are not up to standard it is helpful if customers inform staff about their dissatisfaction. This gives us the opportunity to fully check standards and put things right on the day

I did explicitly say in the letter that it was the member of staff on the 1600 that told me to write to east coast!

I have taken note of the points you make and will ensure they are made known to the people responsible for making improvements to our catering services.

With the introduction of any new service we understand there may be lessons for us to learn. I would like to assure you we are working hard to resolve these as quickly as possible. We know that people are let down and disappointed when, for whatever reason, we fail to deliver. The development of our First Class complimentary food and drink service is a key part of our business plan and we know we will fail in our aspiration if we cannot deliver this reliably for our customers

I have heard this before somewhere! The solution is simple deliver what is on the menu consistantly, the is months the introduction and we still hear of only 2 sandwiches offered and no Breakfast on the chieftain.

I would like to assure you that a great deal of work has gone on at all levels within our organisation to ensure we deliver a high quality service our customer. We are determined to get this right and we are grateful to you for taking time to write and let us know about you experience

Finally, I want to re-iterate our apologies for you bad experiece. I sincerly hope that you will continue to use our service and have a better journey next time.

Looks like a standard letter to me, but no I have not use east coast first class since mid June, which may not sound that long but that is now 4 returns by air, 2 in standard and 4 on Virgin!

I also mentioned I was not impressed by the slowing down of Northbound services from Edinburgh and the fact this has broken connections in Scotland in place for the last 20 years.

 

[jon0844]

I think it's odd to sign off with 'I sincerly hope that you will continue to use our service and have a better journey next time.'

Why not say;

'Please continue to use our service even though you have been let down more than once. If you do so enough times, maybe you'll get lucky sooner or later and get the service you expect us to provide, based on what we advertise'.

 

[ainsworth74]

Speaking of loadings in FC I was on board the 17:30 off the Cross a week ago in first class and the loading was abysmal (or so I thought) for a train departing at that sort of time. I had a bay of four between myself and my mum and looking down the rest of the carriage (M) it was a similar story very lightly loaded. Now maybe that is regularly lightly loaded but it certainly seemed weird to me for it to be so empty at a peak time out of Kings Cross.

Also as a side note that train was supposed to have the evening meal but the chef was not available so it was the all day offer instead. Had the Ham Hock salad which was quite tasty (though something hot like the Chicken Korma you would have had if there was no chef before 22 May would have been nice).

 

[Failed Unit]

Speaking of loadings in FC I was on board the 17:30 off the Cross a week ago in first class and the loading was abysmal (or so I thought) for a train departing at that sort of time. I had a bay of four between myself and my mum and looking down the rest of the carriage (M) it was a similar story very lightly loaded. Now maybe that is regularly lightly loaded but it certainly seemed weird to me for it to be so empty at a peak time out of Kings Cross.

Also as a side note that train was supposed to have the evening meal but the chef was not available so it was the all day offer instead. Had the Ham Hock salad which was quite tasty (though something hot like the Chicken Korma you would have had if there was no chef before 22 May would have been nice).

The thing is here is the timetable, there are so many alternatives for most people.

Peterborough and Newark will probably use the 1719 (unless the AP price is the swinging factor) - but then saying that York, Darlington, Durham and Newcastle should be prime for this service, it is not like the 1630 where for by Darlington the 1700 has nearly caught up with it so you wait for a faster service.

It is a bit odd that loadings on the peak trains are not working out, considering they the real meal. Pre-timetable change I would often take the 1730 to Edinburgh if I arrived at KX early, not much point now. Same with the 1630 I can take it, get starved and arrive Edinburgh 7 minutes earlier or wait in Kings Cross and get a better meal!

 

[YorkshireRider]

Speaking of loadings in FC I was on board the 17:30 off the Cross a week ago in first class and the loading was abysmal (or so I thought) for a train departing at that sort of time. I had a bay of four between myself and my mum and looking down the rest of the carriage (M) it was a similar story very lightly loaded. Now maybe that is regularly lightly loaded but it certainly seemed weird to me for it to be so empty at a peak time out of Kings Cross.

I dont have much experience of working anglo-scot but from mid-July to start of September (school hols) and also if you travelled at beginning of the week (mon or tues) then i would say this is probably the norm for peak services, it certainly is for Leeds/Yorkshire services and has been for as long as ive worked there. Standard will also have been pretty quiet, especially after Pbro.

 

[ainsworth74]

I dont have much experience of working anglo-scot but from mid-July to start of September (school hols) and also if you travelled at beginning of the week (mon or tues) then i would say this is probably the norm for peak services

Well it was the 18th July when I was travelling which wasn't school holiday yet (or at least not up in these parts) but it was a Monday so that might help to explain why it was so quiet.

 

[ApAp]

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.

When GNER did their 'mallard' refurb they mentioned in their magazine that one of the benefits would be the ability to make selected announcements to just one section of the train.

Does anyone on East Coast actually do this?

 

[davidgiles]

Well, my First Class journey is at an end. Thought you might like to see the email I've just sent to Ms Holt (making the most of the free wi-fi)...

Dear Ms Holt,



Your recent advertising campaign to try out East Coast’s new First Class offering for £25 seemed too good to be true, so I was initially delighted when I was able to book a round trip from London to the north of Scotland. As a connoisseur of rail travel, I was genuinely looking forward to spending a couple of days using your trains as a ‘mobile office’ while glamorous assistants attended to my every need.

Having now just completed the journeys (Kings Cross to Aberdeen on the 1400 service, 26 July; Inverness to Kings Cross on the 0755 service, 27 July), I would like to respond to your original ‘25 reasons’ email with details of my own experience.

1. Our fantastic £25 one-way fare for travel across the East Coast route
The £25 fare is undeniably good value. Are there any plans to run the promotion again? I feel that I may be able to persuade others to partake on the strength of the recommendations that follow.

2. Enjoy a genuinely warm welcome the moment you step on board
I wasn’t specifically welcomed on board either train that I used. Nor even greeted, in fact. No-one said ‘hello’ or helped me find my seat. There were no newspapers – not even an East Coast magazine – on either train. Coffee (of sorts) was served within three minutes of departing London, though, which was quite welcome.

3. Stretch out in your roomy, reclining seat and watch the beautiful East Coast scenery pass by

The table for four on the return journey was amply proportioned, but the table for two on the outward journey was surprisingly cramped for those of us who are blessed with a full complement of legs.

4. Spread your newspaper, computer, books or magazines on the table and relax in comfort with that extra leg room

There was only just room for an average-sized laptop on the outward journey (table for two). The ride quality was poor, especially on the 0755 Inverness – Kings Cross between Edinburgh and York. Are you also trialling a new type of wheel on your trains? Of a pentagonal design? With no table cloths, the crockery was sliding all over the place with some alacrity.

5. Take time to enjoy the calm and peace of the First Class Quiet Coach
I wasn’t in the Quiet Coach for either leg, but I did observe train crew laughing and joking loudly with platform attendants about the under-staffing on the 0755 Inverness – Kings Cross. The crew change at Newcastle appeared to introduce characters from the cast of Fawlty Towers, one of whom was to be heard shouting ‘don’t you start, bloody woman’ from the vestibule. Sadly I didn’t hear the punchline.

6. Relax and tuck into one of our vegetarian breakfasts
Was not available on the 0755 Inverness – Kings Cross. Although, to be fair, I didn’t spot many people clad in hemp.

7. Opt for a hearty full English instead
Was not available on the 0755 Inverness – Kings Cross. Staff were very matter-of-fact about this, not especially apologetic. Although, to be fair, they were predominantly Scottish and may not have appreciated the south-of-the-border reference.

It is particularly annoying that the absence of breakfast service was not advised to passengers prior to boarding. If it had been, there would have been an opportunity to buy a half-decent breakfast on Inverness station. It is very poor customer service not to admit to serious deficiencies until after departure when this must surely have been known about. I note that the departure boards en route failed to mention any issues with the catering either.

Denying a man bacon that has been previously promised is, I’m sure you’ll agree, a discomfiting precedent and one that would be viewed dimly by, say, the European Court of Human Rights.

8. Or be virtuous and choose a healthy breakfast of Greek yoghurt with fruit compote and granola
Was not available on the 0755 Inverness – Kings Cross. Although, to be fair, I didn’t spot many Greeks.

9. Whatever you choose, enjoy it served to you at your seat
Due to ‘being understaffed’, there was only a choice of bacon or sausage sandwiches – and only then after a stomach-rumblingly long wait. The bread was not toasted and the filling was not remotely warm. A far cry from the feast of bacon, egg, sausage, tomato, mushroom and potato cake that had been promised. And not even hot toast available. How many staff does the breakfast service require? There didn’t seem to be a shortage of bodies.

10. Alongside a nice cold glass of fresh fruit juice

The orange juice was nice, cold and in a glass. I faintly recall apple juice (and pineapple juice?) being available before the changes to the service provision though.

11. Sip a cup of freshly-ground coffee or English Breakfast tea

Are you sure the coffee is ‘freshly ground’? It didn’t smell like it to me, and it tasted suspiciously like something that Anthony Head might have promoted before he took up vampire slaying.

12. Admire stunning East Coast scenery framed by your window
This was indeed admirable, although I’m not sure East Coast can take all the credit for that…

13. Nibble complimentary snacks and refreshments
I’ll allow ‘nibble’.

14. Indulge yourself with a complimentary glass of Sauvignon Blanc

This was available – but there used to be a whole wine list before the ‘improvements’.

15. Email your friends to tell them how great your journey is with free Wi-Fi

The wi-fi worked well, although seemed to think I was in Sweden. Aldrig åtanke! I would have been able to work profitably for the duration, had I not been so moved by my experiences that I was compelled to write this riposte.

16. Revive your laptop by hooking it up to the power socket

This worked well. Not so good if you’re sitting in the aisle seats of the tables for four, where such facilities did not appear to exist.

17. Peruse the menu and choose your complimentary lunch

There were no menus to peruse (or make paper aeroplanes with) on the 0755 Inverness – Kings Cross, despite a verbal announcement advising customers to consult them for details. The menus on the 1400 Kings Cross – Aberdeen raised high hopes in the anticipation of a proper sausage-and-mash dinner with lemon cheesecake to follow. Sadly, this proved not to be one of the trains that said ‘evening meal’ is served on, despite the journey running right through what most people would consider to be dinner time. Do you not have dinner until after 9:30pm? How do you survive?

18. Again, served to you at your seat

Not really a ‘reason’, I’d venture. If only you'd made it a £10 offer, you wouldn't have had to conjure up so many reasons. Hindsight, eh?

19. Choose from a selection of mouth-watering sandwiches

The crew were offering two small triangles of a sandwich, which didn’t really satisfy the appetite of someone who had earlier been denied their full cooked breakfast! Someone sitting nearby had the temerity to ask for more, in a scene reminiscent of Oliver Twist. I’m not sure that I saw them again after that.

20. Or a delicious hot meal

The ‘hot meal’ on offer northbound was actually a lukewarm-ish ‘cauliflower cheese tart’ – with no discernable trace of cauliflower. It was served with a light flurry of dressed leaves, which was very disappointing. A snack – yes. A hot meal – absolutely not. Had it been served with new potatoes and French beans, for example, or a decent hunk of warm bread, it would have been far more suited to the task. Both the Aberdeen and Inverness journeys are in excess of 7 hours long – a substantial meal is a necessity.

The ‘hot meal’ offered southbound was something called beetroot risotto. The name alone was sufficient to put me off, although the person sitting opposite me was clearly of a braver disposition. It looked worse than it sounded, and my unknown companion pushed it around the plate for a while before going in search of something from the buffet car.

21. And finish your meal off with a tempting slice of cake

This was quite tasty. I’m not usually a fruit cake fan, but the spiced cake concoction was admittedly pleasant.

22. Treat yourself to one of our National Trust-inspired creations – like our handmade Nunnington Spiced Fruit Loaf

Is there an echo in here? See 21.

23. Have just one more bite of our delightful Marmalade Cake

No sign of that on either leg of my journey. Would be more appropriate for First Great Western services to/from Paddington anyway.

24. Or lick your lips at the thought of a complimentary scone oozing with strawberry jam and cream

The thought of a scone oozing with jam and cream was as close to reality as I got. Which ‘selected services’ are these mythical scones served on? It’s impossible to tell from the menu and/or the timetable. Who ‘selects’ them? I thought the 1400 departure from Kings Cross would be the ideal timing for afternoon tea… alas I was very much mistaken.

25. Immerse yourself in culture along a route that covers some of the UK’s most historic and beautiful cities

Not sure East Coast can take the credit there either, but a tantalising bit of PR spin I grant you.

In summary, as you will probably have gathered, I am not a convert to your revised First Class arrangements. The ability to order hot, freshly prepared meals in the restaurant car and from the at-seat dining service is a sad loss. The replacement offering is, if my two experiences are representative, poorly executed and inadequate.

To conclude, if you’d like me to help with your next ‘25 reasons’ campaign, my rates are very reasonable. But you must excuse me for now as I duck into Burger King on Kings Cross station. Having just got off one of your trains, I am hungry.

 

[YorkshireRider]

When GNER did their 'mallard' refurb they mentioned in their magazine that one of the benefits would be the ability to make selected announcements to just one section of the train.

Does anyone on East Coast actually do this?

There is a switch on the buffet PA only which allowed you to talk just to standard passengers, but was soon isolated after the refurbs due to a fault and has never worked since, but even if it did it was for standard only, not first. But the idea of the first class food menu over the PA is a sh*t one anyway, two thirds of passengers dont listen too them anyway which is understandable given how long they can go on for, lets not add more crap to it.

 

[cuccir]

That is how to complain.

 

[YorkshireRider]

Well it was the 18th July when I was travelling which wasn't school holiday yet (or at least not up in these parts) but it was a Monday so that might help to explain why it was so quiet.

Local govenment run schools didnt break up till friday just gone but academys and private schools had a good week or 2 before, you always see a lull of business passengers from the 3rd week in July and yes Monday is always quiet on evening trains.

 

[STEVIEBOY1]

Well, my First Class journey is at an end. Thought you might like to see the email I've just sent to Ms Holt (making the most of the free wi-fi)...

Dear Ms Holt,



Your recent advertising campaign to try out East Coast’s new First Class offering for £25 seemed too good to be true, so I was initially delighted when I was able to book a round trip from London to the north of Scotland. As a connoisseur of rail travel, I was genuinely looking forward to spending a couple of days using your trains as a ‘mobile office’ while glamorous assistants attended to my every need.

Having now just completed the journeys (Kings Cross to Aberdeen on the 1400 service, 26 July; Inverness to Kings Cross on the 0755 service, 27 July), I would like to respond to your original ‘25 reasons’ email with details of my own experience.

1. Our fantastic £25 one-way fare for travel across the East Coast route
The £25 fare is undeniably good value. Are there any plans to run the promotion again? I feel that I may be able to persuade others to partake on the strength of the recommendations that follow.

2. Enjoy a genuinely warm welcome the moment you step on board
I wasn’t specifically welcomed on board either train that I used. Nor even greeted, in fact. No-one said ‘hello’ or helped me find my seat. There were no newspapers – not even an East Coast magazine – on either train. Coffee (of sorts) was served within three minutes of departing London, though, which was quite welcome.

3. Stretch out in your roomy, reclining seat and watch the beautiful East Coast scenery pass by

The table for four on the return journey was amply proportioned, but the table for two on the outward journey was surprisingly cramped for those of us who are blessed with a full complement of legs.

4. Spread your newspaper, computer, books or magazines on the table and relax in comfort with that extra leg room

There was only just room for an average-sized laptop on the outward journey (table for two). The ride quality was poor, especially on the 0755 Inverness – Kings Cross between Edinburgh and York. Are you also trialling a new type of wheel on your trains? Of a pentagonal design? With no table cloths, the crockery was sliding all over the place with some alacrity.

5. Take time to enjoy the calm and peace of the First Class Quiet Coach
I wasn’t in the Quiet Coach for either leg, but I did observe train crew laughing and joking loudly with platform attendants about the under-staffing on the 0755 Inverness – Kings Cross. The crew change at Newcastle appeared to introduce characters from the cast of Fawlty Towers, one of whom was to be heard shouting ‘don’t you start, bloody woman’ from the vestibule. Sadly I didn’t hear the punchline.

6. Relax and tuck into one of our vegetarian breakfasts
Was not available on the 0755 Inverness – Kings Cross. Although, to be fair, I didn’t spot many people clad in hemp.

7. Opt for a hearty full English instead
Was not available on the 0755 Inverness – Kings Cross. Staff were very matter-of-fact about this, not especially apologetic. Although, to be fair, they were predominantly Scottish and may not have appreciated the south-of-the-border reference.

It is particularly annoying that the absence of breakfast service was not advised to passengers prior to boarding. If it had been, there would have been an opportunity to buy a half-decent breakfast on Inverness station. It is very poor customer service not to admit to serious deficiencies until after departure when this must surely have been known about. I note that the departure boards en route failed to mention any issues with the catering either.

Denying a man bacon that has been previously promised is, I’m sure you’ll agree, a discomfiting precedent and one that would be viewed dimly by, say, the European Court of Human Rights.

8. Or be virtuous and choose a healthy breakfast of Greek yoghurt with fruit compote and granola
Was not available on the 0755 Inverness – Kings Cross. Although, to be fair, I didn’t spot many Greeks.

9. Whatever you choose, enjoy it served to you at your seat
Due to ‘being understaffed’, there was only a choice of bacon or sausage sandwiches – and only then after a stomach-rumblingly long wait. The bread was not toasted and the filling was not remotely warm. A far cry from the feast of bacon, egg, sausage, tomato, mushroom and potato cake that had been promised. And not even hot toast available. How many staff does the breakfast service require? There didn’t seem to be a shortage of bodies.

10. Alongside a nice cold glass of fresh fruit juice

The orange juice was nice, cold and in a glass. I faintly recall apple juice (and pineapple juice?) being available before the changes to the service provision though.

11. Sip a cup of freshly-ground coffee or English Breakfast tea

Are you sure the coffee is ‘freshly ground’? It didn’t smell like it to me, and it tasted suspiciously like something that Anthony Head might have promoted before he took up vampire slaying.

12. Admire stunning East Coast scenery framed by your window
This was indeed admirable, although I’m not sure East Coast can take all the credit for that…

13. Nibble complimentary snacks and refreshments
I’ll allow ‘nibble’.

14. Indulge yourself with a complimentary glass of Sauvignon Blanc

This was available – but there used to be a whole wine list before the ‘improvements’.

15. Email your friends to tell them how great your journey is with free Wi-Fi

The wi-fi worked well, although seemed to think I was in Sweden. Aldrig åtanke! I would have been able to work profitably for the duration, had I not been so moved by my experiences that I was compelled to write this riposte.

16. Revive your laptop by hooking it up to the power socket

This worked well. Not so good if you’re sitting in the aisle seats of the tables for four, where such facilities did not appear to exist.

17. Peruse the menu and choose your complimentary lunch

There were no menus to peruse (or make paper aeroplanes with) on the 0755 Inverness – Kings Cross, despite a verbal announcement advising customers to consult them for details. The menus on the 1400 Kings Cross – Aberdeen raised high hopes in the anticipation of a proper sausage-and-mash dinner with lemon cheesecake to follow. Sadly, this proved not to be one of the trains that said ‘evening meal’ is served on, despite the journey running right through what most people would consider to be dinner time. Do you not have dinner until after 9:30pm? How do you survive?

18. Again, served to you at your seat

Not really a ‘reason’, I’d venture. If only you'd made it a £10 offer, you wouldn't have had to conjure up so many reasons. Hindsight, eh?

19. Choose from a selection of mouth-watering sandwiches

The crew were offering two small triangles of a sandwich, which didn’t really satisfy the appetite of someone who had earlier been denied their full cooked breakfast! Someone sitting nearby had the temerity to ask for more, in a scene reminiscent of Oliver Twist. I’m not sure that I saw them again after that.

20. Or a delicious hot meal

The ‘hot meal’ on offer northbound was actually a lukewarm-ish ‘cauliflower cheese tart’ – with no discernable trace of cauliflower. It was served with a light flurry of dressed leaves, which was very disappointing. A snack – yes. A hot meal – absolutely not. Had it been served with new potatoes and French beans, for example, or a decent hunk of warm bread, it would have been far more suited to the task. Both the Aberdeen and Inverness journeys are in excess of 7 hours long – a substantial meal is a necessity.

The ‘hot meal’ offered southbound was something called beetroot risotto. The name alone was sufficient to put me off, although the person sitting opposite me was clearly of a braver disposition. It looked worse than it sounded, and my unknown companion pushed it around the plate for a while before going in search of something from the buffet car.

21. And finish your meal off with a tempting slice of cake

This was quite tasty. I’m not usually a fruit cake fan, but the spiced cake concoction was admittedly pleasant.

22. Treat yourself to one of our National Trust-inspired creations – like our handmade Nunnington Spiced Fruit Loaf

Is there an echo in here? See 21.

23. Have just one more bite of our delightful Marmalade Cake

No sign of that on either leg of my journey. Would be more appropriate for First Great Western services to/from Paddington anyway.

24. Or lick your lips at the thought of a complimentary scone oozing with strawberry jam and cream

The thought of a scone oozing with jam and cream was as close to reality as I got. Which ‘selected services’ are these mythical scones served on? It’s impossible to tell from the menu and/or the timetable. Who ‘selects’ them? I thought the 1400 departure from Kings Cross would be the ideal timing for afternoon tea… alas I was very much mistaken.

25. Immerse yourself in culture along a route that covers some of the UK’s most historic and beautiful cities

Not sure East Coast can take the credit there either, but a tantalising bit of PR spin I grant you.

In summary, as you will probably have gathered, I am not a convert to your revised First Class arrangements. The ability to order hot, freshly prepared meals in the restaurant car and from the at-seat dining service is a sad loss. The replacement offering is, if my two experiences are representative, poorly executed and inadequate.

To conclude, if you’d like me to help with your next ‘25 reasons’ campaign, my rates are very reasonable. But you must excuse me for now as I duck into Burger King on Kings Cross station. Having just got off one of your trains, I am hungry.

This was a brilliant e-mail, love to hear what their response is? Stevieboy1

 

[davidgiles]

That is how to complain.

It surprised even me, actually. I received a personal response from Ms Holt within half an hour. She is going to investigate the issues which affected my trains.

 

[Greenback]

It surprised even me, actually. I received a personal response from Ms Holt within half an hour. She is going to investigate the issues which affected my trains.

You have done a good thing in comparing the glossy marketing to the actual realities experienced on board. Ther eis little point, apart form a short term revenue gain, in attracting new customers with these types of offer if those very customers will feel so let down with what they received, as compared to what they were promised, that they never return to the railway or East Coast first class. In that respect I am pleased, bt not particularly surprised, that you got a respnse quickly from a senior member of staff.

All I hope is that the investigation of the issues reveal that this is not a one off, and that the whole concept has been badly thought out and poorly executed.

 

[ainsworth74]

and yes Monday is always quiet on evening trains.

Not surprising really and I would guess Friday is always a busy day

 

[All Line Rover]

It surprised even me, actually. I received a personal response from Ms Holt within half an hour. She is going to investigate the issues which affected my trains.

She is definitely a very zealous woman, always quick to respond!

But I can't imagine her switching back to the previous offering.

 

[Greenback]

She is definitely a very zealous woman, always quick to respond!

But I can't imagine her switching back to the previous offering.

She is indeed a formidable, zealous and very focussed lady. Good managers will always keep their products and services under review, and will take all feedback nto account. That may not mean going back to what was done before, but I wouldn't rule it out either, rare though such steps may be.

My favurite blunder and complete backtrack was Consignia!

 

[All Line Rover]

She is indeed a formidable, zealous and very focussed lady. Good managers will always keep their products and services under review, and will take all feedback nto account. That may not mean going back to what was done before, but I wouldn't rule it out either, rare though such steps may be.

My favurite blunder and complete backtrack was Consignia!

I can't imagine East Coast going back to the previous offering because the "new" offering is fairly good (on the whole).

The two main problems are: a. A lack of consistency (2 sandwiches instead of 4, no menus on the tables, etc.) and b. An insufficient amount of food on the London to Edinburgh route (except at Breakfast and perhaps the Evening Meal services).

East Coast must get their act together by having a measure of consistency with the new offering (which would mean laying down some solid rules, such as how many pieces of sandwich customers are supposed to receive!).

Eventually, if there is enough pressure about insufficient food, East Coast will have to re-introduce some items from the "At-Seat Dining" menu (for free, if they want to stay with the new "complimentary" offering!) as well as some items from the "Restaurant" menu on Evening Meal services.

 

[Greenback]

I can't imagine East Coast going back to the previous offering because the "new" offering is fairly good (on the whole).

The two main problems are: a. A lack of consistency (2 sandwiches instead of 4, no menus on the tables, etc.) and b. An insufficient amount of food on the London to Edinburgh route (except at Breakfast and perhaps the Evening Meal services).

East Coast must get their act together by having a measure of consistency with the new offering (which would mean laying down some solid rules, such as how many pieces of sandwich customers are supposed to receive!).

Eventually, if there is enough pressure about insufficient food, East Coast will have to re-introduce some items from the "At-Seat Dining" menu (for free, if they want to stay with the new "complimentary" offering!) as well as some items from the "Restaurant" menu on Evening Meal services.

I don't expect them to go back to the previous offering either, but it may be an option IF all the feedback indicates that first class customers generally don't like it, and revenue revelas that people are down grading, and new customers are not being tempted in.

Even if all of the operational and delivery issues can be sorted out, and they don't seem to have been as yet, then if the product is not good enough to satisfy the discenring palates of regular first class customers, or to attract new first class customers, they will have to consider improving it. Whether this is by the reintroduction of restaurants (highly unlikely IMHO) or by 'upgrading' the food offered, or by introducing a whole new approach matters little, they will have to do something!

 

[amcluesent]

They should have the carbonnade of beef on all the time, its by far the best evening hot option.

Actually this is the preferred rotation with the egg, bacon and tomato sarnies too.

 

[38Cto15E]

East Coast 'spin' department could do worse than read all of these posts.

I shall be submitting a TR for the 1200 Kings Cross-Inverness and 0952 Aberdeen-Kings Cross next week, again only £25ew so I will not be complaining at all, just offering observations.

 

[robertbishop]

Well, my First Class journey is at an end. Thought you might like to see the email I've just sent to Ms Holt (making the most of the free wi-fi)...

Dear Ms Holt,



Your recent advertising campaign to try out East Coast’s new First Class offering for £25 seemed too good to be true, so I was initially delighted when I was able to book a round trip from London to the north of Scotland. As a connoisseur of rail travel, I was genuinely looking forward to spending a couple of days using your trains as a ‘mobile office’ while glamorous assistants attended to my every need.

Having now just completed the journeys (Kings Cross to Aberdeen on the 1400 service, 26 July; Inverness to Kings Cross on the 0755 service, 27 July), I would like to respond to your original ‘25 reasons’ email with details of my own experience.

1. Our fantastic £25 one-way fare for travel across the East Coast route
The £25 fare is undeniably good value. Are there any plans to run the promotion again? I feel that I may be able to persuade others to partake on the strength of the recommendations that follow.

2. Enjoy a genuinely warm welcome the moment you step on board
I wasn’t specifically welcomed on board either train that I used. Nor even greeted, in fact. No-one said ‘hello’ or helped me find my seat. There were no newspapers – not even an East Coast magazine – on either train. Coffee (of sorts) was served within three minutes of departing London, though, which was quite welcome.

3. Stretch out in your roomy, reclining seat and watch the beautiful East Coast scenery pass by

The table for four on the return journey was amply proportioned, but the table for two on the outward journey was surprisingly cramped for those of us who are blessed with a full complement of legs.

4. Spread your newspaper, computer, books or magazines on the table and relax in comfort with that extra leg room

There was only just room for an average-sized laptop on the outward journey (table for two). The ride quality was poor, especially on the 0755 Inverness – Kings Cross between Edinburgh and York. Are you also trialling a new type of wheel on your trains? Of a pentagonal design? With no table cloths, the crockery was sliding all over the place with some alacrity.

5. Take time to enjoy the calm and peace of the First Class Quiet Coach
I wasn’t in the Quiet Coach for either leg, but I did observe train crew laughing and joking loudly with platform attendants about the under-staffing on the 0755 Inverness – Kings Cross. The crew change at Newcastle appeared to introduce characters from the cast of Fawlty Towers, one of whom was to be heard shouting ‘don’t you start, bloody woman’ from the vestibule. Sadly I didn’t hear the punchline.

6. Relax and tuck into one of our vegetarian breakfasts
Was not available on the 0755 Inverness – Kings Cross. Although, to be fair, I didn’t spot many people clad in hemp.

7. Opt for a hearty full English instead
Was not available on the 0755 Inverness – Kings Cross. Staff were very matter-of-fact about this, not especially apologetic. Although, to be fair, they were predominantly Scottish and may not have appreciated the south-of-the-border reference.

It is particularly annoying that the absence of breakfast service was not advised to passengers prior to boarding. If it had been, there would have been an opportunity to buy a half-decent breakfast on Inverness station. It is very poor customer service not to admit to serious deficiencies until after departure when this must surely have been known about. I note that the departure boards en route failed to mention any issues with the catering either.

Denying a man bacon that has been previously promised is, I’m sure you’ll agree, a discomfiting precedent and one that would be viewed dimly by, say, the European Court of Human Rights.

8. Or be virtuous and choose a healthy breakfast of Greek yoghurt with fruit compote and granola
Was not available on the 0755 Inverness – Kings Cross. Although, to be fair, I didn’t spot many Greeks.

9. Whatever you choose, enjoy it served to you at your seat
Due to ‘being understaffed’, there was only a choice of bacon or sausage sandwiches – and only then after a stomach-rumblingly long wait. The bread was not toasted and the filling was not remotely warm. A far cry from the feast of bacon, egg, sausage, tomato, mushroom and potato cake that had been promised. And not even hot toast available. How many staff does the breakfast service require? There didn’t seem to be a shortage of bodies.

10. Alongside a nice cold glass of fresh fruit juice

The orange juice was nice, cold and in a glass. I faintly recall apple juice (and pineapple juice?) being available before the changes to the service provision though.

11. Sip a cup of freshly-ground coffee or English Breakfast tea

Are you sure the coffee is ‘freshly ground’? It didn’t smell like it to me, and it tasted suspiciously like something that Anthony Head might have promoted before he took up vampire slaying.

12. Admire stunning East Coast scenery framed by your window
This was indeed admirable, although I’m not sure East Coast can take all the credit for that…

13. Nibble complimentary snacks and refreshments
I’ll allow ‘nibble’.

14. Indulge yourself with a complimentary glass of Sauvignon Blanc

This was available – but there used to be a whole wine list before the ‘improvements’.

15. Email your friends to tell them how great your journey is with free Wi-Fi

The wi-fi worked well, although seemed to think I was in Sweden. Aldrig åtanke! I would have been able to work profitably for the duration, had I not been so moved by my experiences that I was compelled to write this riposte.

16. Revive your laptop by hooking it up to the power socket

This worked well. Not so good if you’re sitting in the aisle seats of the tables for four, where such facilities did not appear to exist.

17. Peruse the menu and choose your complimentary lunch

There were no menus to peruse (or make paper aeroplanes with) on the 0755 Inverness – Kings Cross, despite a verbal announcement advising customers to consult them for details. The menus on the 1400 Kings Cross – Aberdeen raised high hopes in the anticipation of a proper sausage-and-mash dinner with lemon cheesecake to follow. Sadly, this proved not to be one of the trains that said ‘evening meal’ is served on, despite the journey running right through what most people would consider to be dinner time. Do you not have dinner until after 9:30pm? How do you survive?

18. Again, served to you at your seat

Not really a ‘reason’, I’d venture. If only you'd made it a £10 offer, you wouldn't have had to conjure up so many reasons. Hindsight, eh?

19. Choose from a selection of mouth-watering sandwiches

The crew were offering two small triangles of a sandwich, which didn’t really satisfy the appetite of someone who had earlier been denied their full cooked breakfast! Someone sitting nearby had the temerity to ask for more, in a scene reminiscent of Oliver Twist. I’m not sure that I saw them again after that.

20. Or a delicious hot meal

The ‘hot meal’ on offer northbound was actually a lukewarm-ish ‘cauliflower cheese tart’ – with no discernable trace of cauliflower. It was served with a light flurry of dressed leaves, which was very disappointing. A snack – yes. A hot meal – absolutely not. Had it been served with new potatoes and French beans, for example, or a decent hunk of warm bread, it would have been far more suited to the task. Both the Aberdeen and Inverness journeys are in excess of 7 hours long – a substantial meal is a necessity.

The ‘hot meal’ offered southbound was something called beetroot risotto. The name alone was sufficient to put me off, although the person sitting opposite me was clearly of a braver disposition. It looked worse than it sounded, and my unknown companion pushed it around the plate for a while before going in search of something from the buffet car.

21. And finish your meal off with a tempting slice of cake

This was quite tasty. I’m not usually a fruit cake fan, but the spiced cake concoction was admittedly pleasant.

22. Treat yourself to one of our National Trust-inspired creations – like our handmade Nunnington Spiced Fruit Loaf

Is there an echo in here? See 21.

23. Have just one more bite of our delightful Marmalade Cake

No sign of that on either leg of my journey. Would be more appropriate for First Great Western services to/from Paddington anyway.

24. Or lick your lips at the thought of a complimentary scone oozing with strawberry jam and cream

The thought of a scone oozing with jam and cream was as close to reality as I got. Which ‘selected services’ are these mythical scones served on? It’s impossible to tell from the menu and/or the timetable. Who ‘selects’ them? I thought the 1400 departure from Kings Cross would be the ideal timing for afternoon tea… alas I was very much mistaken.

25. Immerse yourself in culture along a route that covers some of the UK’s most historic and beautiful cities

Not sure East Coast can take the credit there either, but a tantalising bit of PR spin I grant you.

In summary, as you will probably have gathered, I am not a convert to your revised First Class arrangements. The ability to order hot, freshly prepared meals in the restaurant car and from the at-seat dining service is a sad loss. The replacement offering is, if my two experiences are representative, poorly executed and inadequate.

To conclude, if you’d like me to help with your next ‘25 reasons’ campaign, my rates are very reasonable. But you must excuse me for now as I duck into Burger King on Kings Cross station. Having just got off one of your trains, I am hungry.

That made my evening, a perfect letter of complaint. Well done sir.

 

[caliwag]

excellent report...please pass to Elaine...more of these please.

 

[DaveNewcastle]

You have done a good thing in comparing the glossy marketing to the actual realities experienced on board. Ther eis little point, apart form a short term revenue gain, in attracting new customers with these types of offer if those very customers will feel so let down with what they received, as compared to what they were promised, that they never return to the railway or East Coast first class. In that respect I am pleased, bt not particularly surprised, that you got a respnse quickly from a senior member of staff.

(Although I've made regular posts on this thread as 'a complainer', I've bitten my lip and kept quiet more often). This (Greenback's analysis) is what really rankles!
I'm used to crap service, crap products, crap contracts and crap media - we all are, they're all around us, but the phenomenal 'spin' about the East Coast 'offering' is one of the worst insults. Even the floor of the main concourse at Kings Cross has been overlaid with their deceipt of "complimentary meals". On just how few trains a week do you have to provide a 'complimentary' demi-meal to justify that statement? Just how many this Saturday, for example? Just how many beetroot tartlettes on the 8 hours between Inverness and London tomorrow accumulate to 'a meal'?

Makes the lie about the fresh coffee seem like a mere distraction from the real deceipt. And as a personal gripe, I'm really becoming fed up with something I used to enjoy - a spiced mozarella panino. Why? because its all I can get to eat on some EC trains - you know, those with 'complimentary meal's - when I have to pay for it 'cos they don't offer the 'complimentary meals'.

Anyway, I must stop posting, I've got to proof read the brochures for the new business I'm starting next week. It provides free washing machines with every pack of 'premium' washing powder. I'm not bothering with the washing machines though, that's just the spin on the brochure - I've got some great friendly staff to hand out the leaflets and there's even a picture of a washing machine with a person looking happy!! Its got to be a winner!

 

[northernchris]

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.

Same happened to me earlier this year. Was coming back from London and was delayed by an hour and a half beause of a track fault. Spoke to station staff at Leeds regarding compensation as trip was booked via Superbreak. They were extremely rude and sarcastic, and didn't even listen to what was being said. A complaint was sent to Karen Boswell yet no response was received. Passenger Focus were contacted and within days I received an email from her PA offering to refund the money in cash as well as offering 4 free first class tickets, although it did take 4 months for East Coast to post out the cheque. My advice would be to definately involve Passenger Focus

 

[ainsworth74]

I'm used to crap service, crap products, crap contracts and crap media - we all are, they're all around us, but the phenomenal 'spin' about the East Coast 'offering' is one of the worst insults. Even the floor of the main concourse at Kings Cross has been overlaid with their deceipt of "complimentary meals".

Well said! Every time I see those adverts on the billboards at KGX or on the floor as well I just chuckle to myself thinking "used to be that you could get a proper meal on the vast majority of EC services. Now however..."

 

[YorkshireRider]

There are some massive issues with power to the buffet cars on HSTs, so much so that on all HSTs the coffee brewers have been taken out and on a lot of them one oven and the fridges trip switches isolated, so only instant coffee on HSTs. May i point out however that the coffee brewers produce fresh FILTER coffee and not fresh ground coffee, if it does say that on the website then that is a bit of a porky. It would take far too long to fill the coffee pots if you were using fresh beans been ground by a machine. The power issue is currently being discussed but im not holding my breath. If the fridges have been isolated then im afraid this does cause problems for the morning Aberdeen/Inverness crews as the food was loaded the evening before in Edinburgh and is then spoiled and has to be wasted. A lot of this thread is taken up by the Inverness/Aberdeen trains, my own personal opinion on this one is that north of Edinburgh it should only be the buffet that is manned with first class compliementaries avaliable over the bar on production of your ticket, this could include the prepacked sandwiches you get on a weekend, i believe this is what FGW do west of Plymouth and it does make sense. Granted they can sometimes be busy but usually with cheap advance tickets and retired priv passes, 2 staff serving for their safety and also speed of service would mean hot sandwiches could also be served on a morning. I know its a long journey but its one 99.9% of EC customers dont make.

 

[kkong]

my own personal opinion on this one is that north of Edinburgh it should only be the buffet that is manned with first class compliementaries avaliable over the bar on production of your ticket... they can sometimes be busy but usually with cheap advance tickets and retired priv passes... I know its a long journey but its one 99.9% of EC customers dont make.

A lot of people, including myself, use East Coast to travel between Aberdeen and Edinburgh and v.v. They are part of the overall timetable on this route and dovetail between the ScotRail services.

I don't see why these passengers should be provided with a lower quality of First Class service than other East Coast passengers (like they are on the abysmal Cross Country "service" north and west of Edinburgh).

 

[amcluesent]

There are some massive issues with power to the buffet cars on HSTs

I avoid the HST (although theres a lot of them at the moment), the FC service is almost certain to be worse than on the 91s

 

[Failed Unit]

Typical the 2 business services to Edinburgh are now HSTs. 1700 and 1800, look like I will be booking on Virgin rather than having a September "have they improved" trip!