Couple allowed to remain in first class with standard class tickets - should I complain?

Cdd89 · 30 Jul 2026

LNER 2109 London to Leeds, the couple in front of me have standard class tickets. They knew they had entered the first class carriage as they commented on it as they sat down. Upon being challenged by the conductor they complained about how difficult it would be to move their huge bags now they've settled down and have been given permission to remain in situ albeit without the complimentary F&B.

They're now engaged in gigglesome conversation and light petting (plus a bit of vaping, but not in sight of the staff) - although arguably this is irrelevant since First class ticket holders could be doing this.

Is this worthy of a complaint to LNER? I'm in two minds. On one hand the ticket status of other passengers should not be my concern and I wouldn't expect a conductor to move people out. On the other hand it's worsened my experience and it's frustrating they've been given permission to stay as this presumably now precludes any option to charge them extra.

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Ashley Hill · 30 Jul 2026

If there was room in standard class they should have been moved. Were they asked to pay the excess fee?

Cdd89 · 30 Jul 2026

Ashley Hill said:
If there was room in standard class they should have been moved. Were they asked to pay the excess fee?

There was plenty of room in standard class, and no they were not asked to pay any fees. Given that they have been given permission to remain I expect there is now no lawful basis to demand any further fee.

Krokodil · 30 Jul 2026

Cdd89 said:
Upon being challenged by the conductor they complained about how difficult it would be to move their huge bags now they've settled down

When I was a TM I'd have offered to help them carry them.

Cdd89 said:
Given that they have been given permission to remain I expect there is now no lawful basis to demand any further fee.

The vaping ought to get them ejected from the train. I'd have a quiet word with the steward.

Ashley Hill · 30 Jul 2026

Krokodil said:
When I was a TM I'd have offered to help them carry them.

Likewise.

gray1404 · 30 Jul 2026

I'd speak to either a steward or the TM about the vaping.

The TM is allowed to give people permission to remain in first. Could it have been conflict avoidance?

bramling · 30 Jul 2026

Cdd89 said:
LNER 2109 London to Leeds, the couple in front of me have standard class tickets. They knew they had entered the first class carriage as they commented on it as they sat down. Upon being challenged by the conductor they complained about how difficult it would be to move their huge bags now they've settled down and have been given permission to remain in situ albeit without the complimentary F&B.

They're now engaged in gigglesome conversation and light petting (plus a bit of vaping, but not in sight of the staff) - although arguably this is irrelevant since First class ticket holders could be doing this.

Is this worthy of a complaint to LNER? I'm in two minds. On one hand the ticket status of other passengers should not be my concern and I wouldn't expect a conductor to move people out. On the other hand it's worsened my experience and it's frustrating they've been given permission to stay as this presumably now precludes any option to charge them extra.

Yes IMV it’s reasonable to complain. From what you’ve said there was no good reason for them to have been given permission to remain in first, therefore the train manager wasn’t really doing their job properly in essentially not bothering to either insist they pay the excess, or move them - which has then had a detrimental impact on your journey.

Cdd89 · 30 Jul 2026

To their credit they have now paused their heavy petting to leave their seats and go to the toilet together. I assume one of them required assistance and it's a sobering reminder that disabilities are not always visible.

The TM was very nice and I feel bad reporting them, but if they were going to afford this discretion within earshot of other passengers I think they should have proactively ensured they were on their best behaviour.

CrazyClerk · 30 Jul 2026

I would complain, see if you can get the difference in cost back due to having an unpleasant experience. It is the guards discretion to allow people to sit in first class but when you purchase first class, you generally expect a better atmosphere.
Take care

Ashley Hill · 30 Jul 2026

gray1404 said:
The TM is allowed to give people permission to remain in first. Could it have been conflict avoidance?

Quite possibly, but I’d have to be 100% in my head that this would be the easiest solution.

bramling · 30 Jul 2026

Cdd89 said:
To their credit they have now paused their heavy petting to leave their seats and go to the toilet together. I assume one of them required assistance and it's a sobering reminder that disabilities are not always visible.

Unless there were facilities out of use elsewhere on the train, this isn’t really a justification. By the sound of it they have tried it on, in the hope of getting something for free, and got away with it. Perhaps they do it all the time or perhaps it was a one-off, but either way getting away with it will empower them to do again.

Ashley Hill · 30 Jul 2026

bramling said:
Unless there were facilities out of use elsewhere on the train, this isn’t really a justification. By the sound of it they have tried it on, in the hope of getting something for free, and got away with it. Perhaps they do it all the time or perhaps it was a one-off, but either way getting away with it will empower them to do again.

I agree. The guard should have taken a harder stance.

== Doublepost prevention - post automatically merged: 30 Jul 2026 ==

Cdd89 said:
To their credit they have now paused their heavy petting to leave their seats and go to the toilet together

Are they a honeymoon couple?

BrianW · 30 Jul 2026

Cdd89 said:
To their credit they have now paused their heavy petting to leave their seats and go to the toilet together. I assume one of them required assistance and it's a sobering reminder that disabilities are not always visible.

The TM was very nice and I feel bad reporting them, but if they were going to afford this discretion within earshot of other passengers I think they should have proactively ensured they were on their best behaviour.

For OUR sakes, do take it up with LNER, but don't put yourself in harm's way. I can see that staff too should not put themselves at risk, or cause delay to others.
So frustrating ... Peace be with you.

speedy1 · 31 Jul 2026

They'll now tell their mates they got first class for free and they they should give it a go.

There's definitely an element of paying for First about not wanting to be around certain types of people (not that many would admit it, and may even recoil at that statement :lol:

).

It's not all LNER guards though - I think it does highly depend on the passenger. I saw a guard ask for – well, more like sternly told – the upgrade fee (2 x £39) and whip out the card machine in a millisecond after seeing their tickets the other week.

Andy Pacer · 31 Jul 2026

Agree with the other posters, yes think you should complain. It really annoys me when I pay the extra to be in First and then people flout it unchallenged, even worse when they are challenged but not evicted!

Gareth1990 · 31 Jul 2026

Why do people have to get involved in others business and then shout about it? (Or make a forum post…)

artrdr · 31 Jul 2026

gray1404 said:
I'd speak to either a steward or the TM about the vaping.

The TM is allowed to give people permission to remain in first. Could it have been conflict avoidance?

Agreed

Andy Pacer · 31 Jul 2026

Gareth1990 said:
Why do people have to get involved in others business and then shout about it? (Or make a forum post…)

Peculiar retort.

Perhaps because they want to gauge other people's opinions as to whether they thought it out of order as well.

Gareth1990 · 31 Jul 2026

Andy Pacer said:
Peculiar retort.

Perhaps because they want to gauge other people's opinions as to whether they thought it out of order as well.

It’s peculiar to make a thread about making a complaint, either do it or not you don’t need to announce to the world you’re doing so

Andy Pacer · 31 Jul 2026

Gareth1990 said:
It’s peculiar to make a thread about making a complaint, either do it or not you don’t need to announce to the world you’re doing so

The OP was asking the forum's opinion as to whether we think a complaint is justified.

Sun Chariot · 31 Jul 2026

Gareth1990 said:
It’s peculiar to make a thread about making a complaint, either do it or not you don’t need to announce to the world you’re doing so

Post 1: Is this worthy of a complaint to LNER? I'm in two minds
The OP wanted to canvass and consult with a wider audience.

Couple allowed to remain in first class with standard class tickets - should I complain?

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