Caledonian Sleeper

[matacaster]

Is there widespread reports of there being chronic stock shortages and/or poor quality food on Caledonian Sleeper? Or are we just getting whipped up into a frenzy because someone said you might not get haggis if you board at Crewe at midnight one night?

We are well on our way to 4,000 posts in this thread and there hasn't been much mention, if any of stocks continually being exhausted or the quality being poor nor are there many posts about poor quality food. The Highland Breakfast seems to draw the most criticism and having tried it I understand why, however most of the posts on here have been quite complementary about CS's food offering and they certainly seem to get fairly regular compliments about the food on social media whilst there certainly isn't widespread complaints about it being rubbish.

Signing up high street names and partnering with celebrity chefs etc comes at serious expense and there is no guarantee that it will be a success (James Martin only helped VTEC/LNERs complaints go through the roof from what I understand) furthermore high street and station retailers are as likely to run out of stuff as CS are. High street retailers may be able to make good stuff in small places but they usually have decent sized storage places to keep all the ingredients etc until they are needed in the kitchen. It is simply unfair on CS to compare the two.

Yes they could team up with another retailer and get more stock enroute. The principal stations that CS call at/originate at are Inverness, Aberdeen, Fort William, Dundee, Perth, Stirling, Edinburgh Waverley, Glasgow Central, Glasgow Queen Street, Carlisle, Preston, Crewe, London Euston. The only retailer that all these stations have in common with each other AFAIK is WH Smith which hardly the retailer of choice unless you want bag of Haribo and a packet of salt & vinegar. The four most likely restocking stations are Edinburgh, Carlisle, Preston and Crewe. With the exception of Edinburgh none of the other three exactly have and enticing range of eateries that CS could team up with. It's simply not as easy as ringing up the next station and saying chuck us another half dozen portions of X, Y and Z.

How about coming to a deal with M&S to provide food? Their ready meals are pretty decent and they seem to be moving into the rail station market in a big way.

 

[bastien]

How about coming to a deal with M&S to provide food? Their ready meals are pretty decent and they seem to be moving into the rail station market in a big way.

Rail gourmet or whoever could just use the same supplier as M&S and cut out the middle man.

 

[Chrism20]

How about coming to a deal with M&S to provide food? Their ready meals are pretty decent and they seem to be moving into the rail station market in a big way.

We are probably heading into speculation now, I wouldn’t be surprised if the mods move the discussion.

BA did eventually iron out most of the teething issues from using M&S although initially it was horrendous and they still run out on a regular basis.

The questions still stand though - where do you restock when away from Euston/Central/Waverley?

And is there really any evidence that there is issues with stock/quality on a regular basis?

It does sound like we are looking for a solution to a problem that doesn’t really exist/occur very often.

 

[Mike395]

If anyone wants to continue the discussion on food suppliers for the Caledonian Sleeper please do so in a new thread. This one is about the day to day operation/current issues, rather than discussing catering suppliers. Thank you

 

[InOban]

Fortunately the day to day operations seem to settled down after the recent failures, so there isn't much else for the regular posters to talk about!

 

[mralexn]

Fortunately the day to day operations seem to settled down after the recent failures, so there isn't much else for the regular posters to talk about!

You've said it now!

 

[Chrism20]

There’s be a few comments on twitter about the Checkin system changing again, notably everyone who has commented has left from Edinburgh.

What changes have they made?

 

[_toommm_]

There’s be a few comments on twitter about the Checkin system changing again, notably everyone who has commented has left from Edinburgh.

What changes have they made?

I believe you're actually greeted by a host now, who will hand you the breakfast card and tell you to fill it in by x time.

 

[MrEd]

I believe you're actually greeted by a host now, who will hand you the breakfast card and tell you to fill it in by x time.

Yes, that’s absolutely right; it was changed in early July (I believe after constant complaints). The nonsensical system of queuing at one lectern has been replaced by exactly what you describe. The breakfast cards are still used as it’s much quicker for passengers to fill these in themselves at their leisure (although I think they like you to fill them in within 15 minutes of departure) than for the host to recite a list of options to the passenger outside the train (which the passenger checking-in conveniently forgets, as a small queue builds up behind them). This feels a lot more personal and I think that this is a positive change.

 

[FQTV]

Received by text message a moment ago:

CALEDONIAN SLEEPER - 18.07.19 - INVERNESS TO LONDON EUSTON

We regret to inform you that due to a shortage of crew there will be no lounge car available on your service tonight.
Guests are advised to make provision for something to eat and drink prior to boarding. You are also welcome to take on refreshments to consume in your cabin. Please accept our apologies for any upset or discomfort caused as a result of this issue. Breakfast will be unaffected and the lounge car will be open for you in the morning.

Guest Service Centre
Disruption contact - 07718135745
<http://www.nationalrail.co.uk/tocs_maps/tocs/CS.aspx>

 

[Iskra]

Received by text message a moment ago:

CALEDONIAN SLEEPER - 18.07.19 - INVERNESS TO LONDON EUSTON

We regret to inform you that due to a shortage of crew there will be no lounge car available on your service tonight.
Guests are advised to make provision for something to eat and drink prior to boarding. You are also welcome to take on refreshments to consume in your cabin. Please accept our apologies for any upset or discomfort caused as a result of this issue. Breakfast will be unaffected and the lounge car will be open for you in the morning.

Guest Service Centre
Disruption contact - 07718135745
<http://www.nationalrail.co.uk/tocs_maps/tocs/CS.aspx>

Good, timely and thoughtful communication.

 

[Ianigsy]

Morrisons next to Inverness station should do nicely out of that!

 

[Chrism20]

I believe you're actually greeted by a host now, who will hand you the breakfast card and tell you to fill it in by x time.

Yes, that’s absolutely right; it was changed in early July (I believe after constant complaints). The nonsensical system of queuing at one lectern has been replaced by exactly what you describe. The breakfast cards are still used as it’s much quicker for passengers to fill these in themselves at their leisure (although I think they like you to fill them in within 15 minutes of departure) than for the host to recite a list of options to the passenger outside the train (which the passenger checking-in conveniently forgets, as a small queue builds up behind them). This feels a lot more personal and I think that this is a positive change.

That makes sense I suppose as it will ensure that the passenger gets the correct card for the type of berth they have booked. The lectern did seem a rather bizarre method of doing things.

 

[Struner]

'You are also welcome to take on refreshments to consume in your cabin.'
How do they mean? It's none of their business!

 

[PaxVobiscum]

The lectern did seem a rather bizarre method of doing things.

Perhaps it was thought that it would reinforce the "hotel on wheels" atmosphere by its similarity to reporting for dinner or breakfast to a member of staff behind a lectern in the restaurant? Who knows - for several reasons a Monty Python style desk sited incongruously on the platform might have been more appropriate for the last few months .

The new system sounds much better.

 

[jagardner1984]

I suppose it’s a wee welcome shift of emphasis.

For first time travellers they may not be aware if they even get a wee shelf to stick a sandwich on, and it’s subtly taking it away from “it’s our duty to feed you tonight” to “our lounge food is one option you have”.

I think that’s sensible and should be applauded. Situations do occur on an overnight train / overnight catering facilities, and the mechanisms for dealing with this are understandably weaker.

 

[Bletchleyite]

'You are also welcome to take on refreshments to consume in your cabin.'
How do they mean? It's none of their business!

Some people might well think that this isn't allowed, particularly when it comes to alcoholic beverages.

 

[MrEd]

I’m sure that was the rationale behind the lectern, but either way, it was a flawed system which needed changed. All the staff I know were pleased to see it go, together with the pointless ‘priority boarding’ for first class passengers (which was scrapped as it was simply impossible- there are very good reasons why passengers at Euston cannot board the down Highlander until 20:30). It led to tedious and slow-moving queuing at terminal stations, was very impersonal and crucially meant that first-time travellers were left to find everything out for themselves (and were not properly aware of the existence of dedicated hosts to help them). I get the impression that folk in head office were trying to make CS appear identical to a ‘hotel’, without properly understanding the specific needs of overnight train passengers.

 

[MrEd]

Some people might well think that this isn't allowed, particularly when it comes to alcoholic beverages.

Yes, I think that’s why. Occasionally, in these situations, some crews have allowed passengers to sit and eat their own food in the lounge car as long as they don’t make too much mess (although others won’t, as it’s not really meant as a common seating area, and perhaps mess is a concern). Some crews even leave packets of crisps and biscuits on the buffet counter for passengers to help themselves to (a Fort William crew did this recently, thinking it good customer service, only for the lack of lounge service to be castigated by the press). This assumes that the lounge car has power and is working properly (although admittedly staff shortage is the reason given for tonight’s lack of service, and they seem confident that they will be able to use the lounge for breakfast in the morning- are more crew joining in Edinburgh?). I wouldn’t guarantee being allowed to do sit in the lounge in this situation, but it’s possible.

 

[alistairlees]

Travelled Euston to Dundee last night. Everything was fine and on time. Very busy lounge car but well dealt with, all customers served. Good crew. Slept pretty well. Only person in the Dundee lounge though which is great. Geoff Marshall and the "All the Stations" team filming in the Aberdeen lounge car last night, and also the loco change at Edinburgh.

 

[ashkeba]

I’m sure that was the rationale behind the lectern, but either way, it was a flawed system which needed changed. All the staff I know were pleased to see it go, together with the pointless ‘priority boarding’ for first class passengers (which was scrapped as it was simply impossible- there are very good reasons why passengers at Euston cannot board the down Highlander until 20:30). It led to tedious and slow-moving queuing at terminal stations, was very impersonal and crucially meant that first-time travellers were left to find everything out for themselves (and were not properly aware of the existence of dedicated hosts to help them). I get the impression that folk in head office were trying to make CS appear identical to a ‘hotel’, without properly understanding the specific needs of overnight train passengers.

Yes and CS seem not to have realised that the checkin and restaurant lectern queues are two of the most-disliked parts of the hotel "experience".

 

[ashkeba]

Geoff Marshall and the "All the Stations" team filming in the Aberdeen lounge car last night, and also the loco change at Edinburgh.

Is that where the Inverness lounge car crew went?

 

[Bletchleyite]

Yes and CS seem not to have realised that the checkin and restaurant lectern queues are two of the most-disliked parts of the hotel "experience".

Though it can be made worse - ask Ibis about their rather stupid policy of moving check-in staff from behind the desk (even where the desk still exists) to wander round randomly - it really doesn't work because you have no idea where to queue. I suppose with CS there will always be somewhere sensible to queue even if it's just by the relevant coach door.

 

[FQTV]

After a busy day, a few observations from last night’s up Highlander from Inverness.

After the text to say that there was no lounge car, boarding commenced on the button of 20:00, but was a bit disorganised with two members of staff outside the lounge car.

On boarding, our carriage was uncomfortably warm, and my room blind was jammed down. The room was tatty but clean and the Nocturne ‘inflight magazine’ was dated ‘Winter’.

Both bunks made up, both with Arran wash packs, and both with sleep kits. The bottom bunk kit contained soap, the top didn’t. One bottle of water; no cups.

Breakfast order was taken and paid for shortly after an on time departure.

I managed to jam the blind up rather than down, and the ride was smooth into the twilight. I did the usual seven hour doze and woke in time for my 07:00 breakfast and coffee.

At 07:25, I stopped a steward to ask where the breakfast was. At 07:35, the breakfast appeared, and I managed to get half the coffee drink before we were at Euston and a CS crewmember rapped on the door and barked ‘it’s vacate on arrival’.

My overall impression is that the majority of the issues last night were nothing to do with the stock being used, and more to do with the operation.

 

[Caleb2010]

Quite often I've had to remind the steward about my breakfast, i'm usually in the Accessible berth so right next door to the lounge car.

The excuses range from "Have you ordered sir?" to "First Class is served first sir!" (This would be ok if they did do it that way but in reality - i know i've been forgotten, and so do they!) not once could anybody be sensible and truthfull enough to say "Sorry, we forgot about you, it'll be there as soon as possible!"

Even in the summer they seem to keep the Air Con (such as it is) on hot. The first thing i do is turn it down and keep the door open as long as possible to try and cool it down - this also lets other passengers walking past realise that it is a berth- not a toilet!

The stock on the highlander may be 'Falling Apart' but does ride fairly smoothly and is comfortable, but - I would agree that the problems seem to stem from the operation side lately. Not necessarily the crews but higher up making unreasonable demands on them and installing ill advised/unworkable practices.

 

[Bletchleyite]

At 07:25, I stopped a steward to ask where the breakfast was. At 07:35, the breakfast appeared, and I managed to get half the coffee drink before we were at Euston and a CS crewmember rapped on the door and barked ‘it’s vacate on arrival’.

!!

"Excuse me, sir, I'm terribly sorry but I will have to ask you to be ready to leave the train when we get to Euston, because <reason>".

It's not a Travelodge.

 

[trebor79]

But it isn't vacate on arrival unless the train is late. The websites says it's vacate by 8am.

 

[TimboM]

Yes and CS seem not to have realised that the checkin and restaurant lectern queues are two of the most-disliked parts of the hotel "experience".

Check-in has gone back to the old/previous non-lectern approach I believe. So CS do "seem to have realised"...

 

[Bald Rick]

Check-in has gone back to the old/previous non-lectern approach I believe. So CS do "seem to have realised"...

I travelled in June, no lectern then. Check in was:

* CS team member at end of Euston platform ramp, checking tickets and confirming reservation, then directed to...

* Another CS team member outside the relevant part of the train with list of reservations and room key cards. Confirm name and reservation, and you’re in.

* breakfast cards were in the room, to be filled in and hung on door handles, like in a hotel.

The whole process took about a minute.

 

[Highlandspring]

a CS crewmember rapped on the door and barked ‘it’s vacate on arrival’.

That’s in the finest tradition of the sleeper going back years and years.