First Great Western - First Class Service

[mralexn]

Do you think that First Great Western Should upgrade their First Class service?

By this i mean, like East Coast, EMT, & Virgin to name a few have done,

IE. Having Proper Cups layed out on each table and having a dedicated First Class Host on each or more of their trains.
Also it would be nice if they done what EMT to and offer Hot food served on a plate for around £5.
I know they do this, but its only one Very few of their trains, and im sure that things like Ham egg and chips for say £5 or even say £8 would prove very popular.

Another thing i have found is (i travel from Plymouth to Penzance a lot!) that most people when their is no trolly service don't even know they are entitled to go up to the buffet and get a free cup of tea etc.
I know this is made clear in announcements, but its very clear people do not pay much attention to them. So what could be done about that? maybe a card on every table that says "come to the buffet for complementary X Y & Z"


So yeah, do you think First Great Western should improve their First Class service?

and what do you think that they could improve on?

 

[ainsworth74]

I would agree with most of your points. I agree that they really should have proper cups and whatnot on the tables as I've always thought tea (don't drink coffee) tastes better from proper cups than it does from those carboardy things they use instead.

As for the food I think that an EMT style offer could work quite nicely as that's a good blend of price/quality/quantity and if EMT think it's worthwhile on their two hour journeys to Sheffield and Nottingham than it's got to be on the five and half hour journey to Penzance or the three and half hour journey to Plymouth! This would also leave room for their Travelling Chef as well (certainly in the morning at least) as EMT still run some breakfast trains with chefs to cook proper full breakfasts.

Certainly compared with the other true long distance operators (like EC and VT) their first class is rather poor (especially the lack of a host between Penzance and Plymouth). Perhaps a future operator (or perhaps first themselves should they win again) will think about making improvements (though I don't hold out much hope as the only way seems to be down when it comes to the service side of things on the railway these days).

 

[mralexn]

I would agree with most of your points. I agree that they really should have proper cups and whatnot on the tables as I've always thought tea (don't drink coffee) tastes better from proper cups than it does from those carboardy things they use instead.

As for the food I think that an EMT style offer could work quite nicely as that's a good blend of price/quality/quantity and if EMT think it's worthwhile on their two hour journeys to Sheffield and Nottingham than it's got to be on the five and half hour journey to Penzance or the three and half hour journey to Plymouth! This would also leave room for their Travelling Chef as well (certainly in the morning at least) as EMT still run some breakfast trains with chefs to cook proper full breakfasts.

Certainly compared with the other true long distance operators (like EC and VT) their first class is rather poor (especially the lack of a host between Penzance and Plymouth). Perhaps a future operator (or perhaps first themselves should they win again) will think about making improvements (though I don't hold out much hope as the only way seems to be down when it comes to the service side of things on the railway these days).

You make the point of saying "no FC host between PNZ - PLY" but on pretty much all bar a few of the services operated down here, there is no first class host at all, all the way to Penzance to London

 

[ainsworth74]

You make the point of saying "no FC host between PNZ - PLY" but on pretty much all bar a few of the services operated down here, there is no first class host at all, all the way to Penzance to London

Oh really? I did not know that, my experience is based on second hand information and the one journey* I undertook myself last year from Penzance to Paddington and on that journey from Plymouth we had a very nice CSA serving in first class (she was kind enough to fetch me a bacon baguette from the buffet not sure if they're supposed to do that or not). If they're only a few services with CSA then that is something that should really be improved.

I actually mentioned that in my post originally but managed to close the tab this thread was in and when I re-wrote the post forgot to mention it

 

[mralexn]

Oh really? I did not know that, my experience is based on second hand information and the one journey* I undertook myself last year from Penzance to Paddington and on that journey from Plymouth we had a very nice CSA serving in first class (she was kind enough to fetch me a bacon baguette from the buffet not sure if they're supposed to do that or not). If they're only a few services with CSA then that is something that should really be improved.

I actually mentioned that in my post originally but managed to close the tab this thread was in and when I re-wrote the post forgot to mention it

well, i must say that you were very lucky,
and well another problem, is that on weekends, there is no trolly service at all,
so everyone get weekend 1st upgrades, then they swamp the buffet for there free stuff.
Take into consideration that the majority of FGW servies only have 1 Customer Host, 1 Train manager, and a driver.. and thats it!
Compair that to say, East Coast where they seem to have 5 FC hosts, a crew leader , a chef, a guard, a standard class trolly person and a driver!
or Even EMT where most services that i have been on, have had 2 FC hosts, a Chef and a Train manager

 

[WillPS]

well, i must say that you were very lucky,
and well another problem, is that on weekends, there is no trolly service at all,
so everyone get weekend 1st upgrades, then they swamp the buffet for there free stuff.
Take into consideration that the majority of FGW servies only have 1 Customer Host, 1 Train manager, and a driver.. and thats it!
Compair that to say, East Coast where they seem to have 5 FC hosts, a crew leader , a chef, a guard, a standard class trolly person and a driver!
or Even EMT where most services that i have been on, have had 2 FC hosts, a Chef and a Train manager

EMT services don't have a First Class host at weekends, just the Rail Gormless trolley.

 

[rmt-driver]

Yes FGW 1st is crap. Only good thing is leather seat.. Even that travelling chef was crap when I last travelled (I think he'd travelled straight from mc donalds)

 

[Essexman]

I generally find it to be very good.
Personally I find the constant rattle of cups & cutlery on other TOC's annoying.
Would just like to see more Travelling Chef trains though.

 

[Squaddie]

First class accommodation on trains should have the feel of a travelling lounge, not a travelling restaurant. Having cups, saucers and other catering paraphernalia on the tables is ludicrous.

All I want from first class is a comfortable seat and a peaceful environment in which to work or relax. But I accept that this may be a minority view on this forum, where the quality of first class is frequently measured in terms of the "free" catering on offer (even though you can generally get better quality food at or near your departure station for a few pounds).

 

[Hydro]

First class accommodation on trains should have the feel of a travelling lounge, not a travelling restaurant. Having cups, saucers and other catering paraphernalia on the tables is ludicrous.

I agree. I can see having all that rubbish lying around by default as annoying, especially if you require to use a laptop or do paperwork on the table. I found myself getting irritated by my own mess eating lunch with a drink on a 395 and using my laptop at a table yesterday, what a pain it'd be if half of it was already there.

 

[F Great Eastern]

Yes FGW 1st is crap. Only good thing is leather seat.. Even that travelling chef was crap when I last travelled (I think he'd travelled straight from mc donalds)

FGW First Class is crap? Are you kidding me?

You get:
- Table at Every Seat
- Leather Chairs
- Plug Sockets
- Free Refreshments
- Free Newspapers
- At Seat Service

On some TOC's you get extra legroom and that is it, so it's amusing that it's called crap.

 

[Hydro]

On some TOC's you get extra legroom and that is it, so it's amusing that it's called crap.

On some you get a different coloured seat.

 

[WelshBluebird]

My only problem with FGW's 1st class is the position of the plug sockets! Because they are on top of the tables, there often isn't enough room to plug some things into the socket (as the plug is too large and cannot fit between the table and the socket).

 

[Squaddie]

You get:
- Table at Every Seat
- Leather Chairs
- Plug Sockets
- Free Refreshments
- Free Newspapers
- At Seat Service

Not to mention:
- Industrial-strength fluorescent lighting
- Cold, stark colour scheme
- Intrusive announcements throughout the journey
- Grumpy train staff

... and, frequently, automatic doors that will not close (or repeatedly open and close throughout the journey) and toilets that are out of order.

How much nicer the carriages would be if the stark leather seats were replaced with soft fabric in a warm brown or beige colour, the lighting were turned down a little and announcements were restricted to a brief "The next station is..." a couple of minutes before arrival.

 

[All Line Rover]

Personally I find the constant rattle of cups & cutlery on other TOC's annoying.

Yep... I couldn't agree more. When I'm travelling on Virgin and want true peace and quiet, I often wonder why I'm not sitting in the Standard Class quiet coach!

 

[Bridge189]

People are mentioning first class hosts a lot and the only TOC that has those is XC because they only have 2 catering staff onboard. Everyone else on the Intercity scene has onboard CSAs or CSH that work a mix of FC/STD buffet, trolley etc.

 

[tsr]

FGW First Class is crap? Are you kidding me?

You get:
- Table at Every Seat
- Leather Chairs
- Plug Sockets
- Free Refreshments
- Free Newspapers
- At Seat Service

On some TOC's you get extra legroom and that is it, so it's amusing that it's called crap.

Quite. I would never, ever use First Class on Southern's 377s (i.e. all my local services, most of which are actually London-Portsmouth/Southampton/Bognor Regis) because you get:

• A seat which may or may not be sideways, and therefore have no view
• Power sockets in a few trains, some of which are labelled "Not for passenger use"
• A free cup of tea or coffee or mineral water (wow, what luxury - a Rail Gourmet cuppa), should the service be equipped with a trolley
• Smaller armrests
• A headrest cover, which has sometimes been stolen
• Other passengers often walking through
• No newspapers, free food, noticeably better seats or the guarantee of a table

If you want WiFi... no chance.

 

[CC 72100]

FGW First Class is crap? Are you kidding me?

You get:
- Table at Every Seat
- Leather Chairs
- Plug Sockets
- Free Refreshments
- Free Newspapers
- At Seat Service

On some TOC's you get extra legroom and that is it, so it's amusing that it's called crap.

I'm also a fan of FGW 1st class. They certainly came through with the trolley when I was travelling 1st class between Exeter and Bristol TM. Although, and not wishing to get onto another voyager bashing thread, I'd travel standard class in a mark 3 over 1st on a voyager. I liked the price too when I experienced 1st class - EXD - BRI standard class = £7.90 , EXD - BRI 1st class + £7.90. Was a bit of a no-brainer really

 

[All Line Rover]

All I want from first class is a comfortable seat and a peaceful environment in which to work or relax. But I accept that this may be a minority view on this forum, where the quality of first class is frequently measured in terms of the "free" catering on offer (even though you can generally get better quality food at or near your departure station for a few pounds).

East Coast claim that their new complimentary offering has been a "great success," even they have had to dramatically lower First Class ticket prices through numerous sales to compensate. With so many sales, I suspect that they would have had an even greater success with the old offering!

The problem I experience with Virgin is that on half of my journeys I don't like the complimentary food. I personally would be in favour of Virgin introducing "East Coast Old Style" At-Seat Dining / Restaurant Dining on their long distance routes, and East Coast reintroducing it on all their routes - with both TOC's having slightly lower ticket prices to compensate (say £30 for a First AP from Manchester to London), as this would encourage extra custom, and be fair considering that food is no longer included in the ticket price.

I suspect it would even be profitable. How can Virgin make a profit serving free food and alcohol to people travelling from Manchester to Wilmslow, Manchester to Stoke, Liverpool to Stafford, Preston to Warrington, etc...?
--- old post above --- --- new post below ---

My only problem with FGW's 1st class is the position of the plug sockets! Because they are on top of the tables, there often isn't enough room to plug some things into the socket (as the plug is too large and cannot fit between the table and the socket).

I've always considered that a rather large safety hazard - someone might get electrocuted one day.

 

[Bungle73]

Actually one of the perks for me, when I've travelled in EC FC, is having a china mug, plate and metal cutlery.

On some you get a different coloured seat.

Southeastern, I'm looking at you.

 

[Flamingo]

Monday-Friday we do have dedicated First Class CH for most of the day on Intercity trains. I don't know where the OP gets the idea we don't. We don't at weekends, but for the difference in price between a weekday 1st class and a weekend upgrade, I don't think this is unreasonable.

Maybe he should contact Customer Services with his other points http://www.firstgreatwestern.co.uk/About-Us/Customer-services/Contact-us

Otherwise, I think my basic point to the OP is if you don't like it, don't use it.

 

[mralexn]

FGW First Class is crap? Are you kidding me?

You get:
- Table at Every Seat
- Leather Chairs
- Plug Sockets
- Free Refreshments
- Free Newspapers
- At Seat Service

On some TOC's you get extra legroom and that is it, so it's amusing that it's called crap.

1. i was talking about "long distance TOC's
2. the plug sockets that you cant plug anything into? at leaste 95% of mobile phone chargers do not fit.
3. Im not moaning about the Stock , i mean, IMO you can't beat a HST :P
4. At seat service... if your lucky enough to be on the very few "select" trains that has it.
5. Free newspapers, yes that is a plus, but they only really seem to be there on "morning peak" trains, from my experience anyway.
6. Leather chairs, personally, i do not like the leather seating FGW decided to use. I prefer the Mallard Standard that XC and EC decided to use on their HST sets.

 

[YorkshireRider]

I think people have a point about the amount of crap on the tables, on quieter trains i think EC should just give a cup out to anyone wanting tea and coffee, although on peak time morning trains that would not be practical and slow service down. A good move by NXEC was to get rid of the saucers and just have mugs, this got rid of a lot of the 'rattle'. I would also agree the lighting is too bright on most TOCs.

 

[Hydro]

I will throw my lot in with the "Next to useless plug sockets on FGW HSTs". I ran up from Plymouth before Xmas and thought my laptop cable was going to end up with substantial damage the way I had to bend it through some ungodly angle between the socket and the table in order to plug it in. Even then it took some force to get the plug all the way in due to the semi solid connector between cable and plug.

 

[Squaddie]

Monday-Friday we do have dedicated First Class CH for most of the day on Intercity trains. I don't know where the OP gets the idea we don't. We don't at weekends, but for the difference in price between a weekday 1st class and a weekend upgrade, I don't think this is unreasonable.

So full-fare paying first class passengers receive an inferior service at weekends because the TOC allows standard passengers to upgrade so cheaply? Is that really fair?

 

[SS4]

First class is more than the tangible benefits though. You get the peace of quiet, the extra legroom, the probability that other passengers are better behaved/quieter and often these all combine to give a more pleasant journey leaving a better feeling at one's destination.

Free food and drink is largely superfluous except on long distance journeys. Like ALR I don't like most of Virgin's complimentary food anyway so end up with a banana. Hot food and drink (especially the latter) are better than the cold sandwiches since you can get cheapish food outside the station in huge varieties.

I've never been on FGW or EC so can't comment but I'd be tempted to say most who use first advances want to get away from the riff-raff
--- old post above --- --- new post below ---

So full-fare paying first class passengers receive an inferior service at weekends because the TOC allows standard passengers to upgrade so cheaply? Is that really fair?

Conversely would it be right for someone who upgraded so cheaply as you put it to get the same benefits as a full-fare paying passenger?
It may not be fair but it has to be expected at weekends.

 

[All Line Rover]

So full-fare paying first class passengers receive an inferior service at weekends because the TOC allows standard passengers to upgrade so cheaply? Is that really fair?

I would expect anyone who has some common sense to buy a Standard Class ticket and upgrade. I would also expect any FGW ticket office to recommend such an option.

 

[cjp]

FGW First Class is crap? Are you kidding me?

You get:
- Table at Every Seat
- Leather Chairs
- Plug Sockets
- Free Refreshments
- Free Newspapers
- At Seat Service

On some TOC's you get extra legroom and that is it, so it's amusing that it's called crap.

Hmm
FGW have First class on their London Oxford and London Reading routes which have none of the above.

What you do get are standard class travellers filling the accommodation that know there are not going to be a revenue protection person to charge them or to turf them out.

FGW could mitigate this and increase their revenue if the allowed their Train Dispatch Staff at Paddington to check tickets at seats in the quiet five or six minutes before departure.
Too simple to do I guess :cry:

 

[burneside]

I travel to Devon first class pretty regularly on Advance tickets, and always used FGW until about 18 months ago when I realised that Southwest Trains first class Advance fares are a hell of a lot cheaper. I travelled on Friday afternoon a week ago and booked only three days ahead, the outward fare on SWT cost me £39, on FGW it would have been over £100. Of course on SWT you do not get the complimentary refreshments, or use of a lounge at Waterloo, but I can live with that when I saved £65. SWT have lovely fabric seats too, much nicer than the hard leather seats on FGW.

 

[fgwrich]

I travel to Devon first class pretty regularly on Advance tickets, and always used FGW until about 18 months ago when I realised that Southwest Trains first class Advance fares are a hell of a lot cheaper. I travelled on Friday afternoon a week ago and booked only three days ahead, the outward fare on SWT cost me £39, on FGW it would have been over £100. Of course on SWT you do not get the complimentary refreshments, or use of a lounge at Waterloo, but I can live with that when I saved £65. SWT have lovely fabric seats too, much nicer than the hard leather seats on FGW.

Sorry...But i really do have to laugh about that last bit - SWT Have Lovely Fabric Seats too, much nicer than the hard leather seats on FGW - Are you sure youve actually travelled in SWTs Class 159 First Class section? I did Yeovil Junction to Basingstoke in First on a 159 reccently and found that they were some of the hardest most uncomfortable seats ive come across on any toc whatsover! Especially with the so called reclining button! As opposed to the leather seats on FGWs HSTs which by comparison, ive found that comfortable i can actually get to sleep in them! Each to their own i suppose!