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Eurostar Plus is becoming worse
- Thread starter lkoroes
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Drinks trolley only appears once, ditto tea and coffee in cups that hold about two mouthfuls.
When travelling in the old Eurostar Premier customers were given a glass of champagne soon after boarding. I remember in a mostly empty carriage being plied with alcohol for the whole journey.
When travelling in the old Eurostar Premier customers were given a glass of champagne soon after boarding. I remember in a mostly empty carriage being plied with alcohol for the whole journey.
Or they are blocking competition because they don't want to provide a competitive service.
Well, Avanti has no catering in Standard Premium and most of this forum supports that.
But a product like Standard Premium is advertised as exactly that, unlike Eurostar Plus which is advertised as having a meal service and drinks.
For a while Avanti had no service in 1st west of Crewe. However if you went to the shop you could have a complimentary sandwich and coffee.
On an Amsterdam - London service right now in Plus. I've just been told that there is no food or drinks at all between Amsterdam and Brussels - except for travellers in Business. If you want a coffee, you'll have to go to the Eurostar Café. Of course, this was not communicated at all before departure or at the time of booking, though not like I would have been able to book it anyway.
You mean in Premier? (I also keep forgetting the names of their classes...)
Please complain to Eurostar. Only if there are enough complaints, they may regard it as a problem.
Yes, Premier. I'm writing a longer article about it all now - I'm really fed up, and their customer care team do not care.
peterinsurrey
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I’ve just done the opposite journey - London to Amsterdam - a simple pasty isn’t up to it. Nothing after Brussels & the crew change. In fact didn’t see the new crew. Have complained to Eurostar. Never again & I’ve booked Plus to Amsterdam since the start. The seat comfort isn’t worth the price alone.
The catering staff seem to refer to premier class as "business". It's all that they care about until the staff changeover at Brussels. When you are sitting near the galley you hear the word "business" in every other sentence.
What is most concerning is the inconsistency in service levels between Amsterdam and Brussels. I have been on one with a full and readily replenished drinks service, and one where they rapidly did one quick drinks service and then (despite a lengthy delay due to a fatality) stubbornly refused to do a second round, even after the train manager had promised it.
Mikey C
Established Member
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On Eurostar "red" services, there isn't any complementary catering in Plus? So if I was to change in Brussels for a red Amsterdam train, I wouldn't get anything at all on that journey.
At least you know where you stand.
At least you know where you stand.
I’ve no problem with the staff’s priority being business / premiere - the fares are astronomical, but not to cater Plus at all for the majority of the Amsterdam - London journey is outrageous. Eurostar doing the bare minimum as ever.
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SephenWorceste
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Like first class on a TGV in France. A better seat between Amsterdam and Brussels is all you get in Plus. The cafe can be a very long walk on the e320 trains. To be fair to Eurostar the extra amount they seem to charge for the Amsterdam extension is quite small and would probably would not pay for catering or service.
My last Paris trip was a bit odd in Plus. We boarded quite early in London. I assumed to clear the lounge for another service. Lunch was served as we sat at the platform. By the tunnel everything was cleared away. We did not see any of the crew after that. I wondered through the kitchen and they did seem busy with tidying and paperwork but no service was provided to passengers. I did not mind I just thought it odd that the service was crammed into such a small part of the journey and there were obviously so many other chores.
I gave done Premier and I did not like it. It was Paris fashion week. The passengers were loud and put their feet on the seats in an obviously new e320.
My last Paris trip was a bit odd in Plus. We boarded quite early in London. I assumed to clear the lounge for another service. Lunch was served as we sat at the platform. By the tunnel everything was cleared away. We did not see any of the crew after that. I wondered through the kitchen and they did seem busy with tidying and paperwork but no service was provided to passengers. I did not mind I just thought it odd that the service was crammed into such a small part of the journey and there were obviously so many other chores.
I gave done Premier and I did not like it. It was Paris fashion week. The passengers were loud and put their feet on the seats in an obviously new e320.
I’m a keen listener to the ‘Green Signals’ podcast, and a couple of times they’ve interviewed someone who’s an expert on European rail (sorry, I can’t recall his name but he’s clearly very clued up). He said on the podcast that Eurostar is under instructions from its boss - SNCF - to ‘cash cow’ its services and maximise profits to prop up the ailing French state operator. So no incentive to innovate, do better or add value - just do the least amount practicable for the greatest amount of money possible.
Once you realise that, it all makes sense. No calls at Ashford or Ebbsfleet, because south east connectivity isn’t a consideration if you’re SNCF; minimum possible offering for catering; and no EuroDisney trains because the overall yield was lower.
That said, Eurostar IS buying new double deck trains; but only to shuttle more people between London and Paris/Brussels/Amsterdam without paying for more paths.
I’ve always found the staff service to be excellent and they must be frustrated at the way things are going.
Once you realise that, it all makes sense. No calls at Ashford or Ebbsfleet, because south east connectivity isn’t a consideration if you’re SNCF; minimum possible offering for catering; and no EuroDisney trains because the overall yield was lower.
That said, Eurostar IS buying new double deck trains; but only to shuttle more people between London and Paris/Brussels/Amsterdam without paying for more paths.
I’ve always found the staff service to be excellent and they must be frustrated at the way things are going.
Trainbike46
Established Member
That sounds like it could be Jon Worth. Does that sound right?
He is of course right in that SNCF, and the other share holders (including Canadian pension funds), want to maximise returns.
MLV trains were removed for a combination of reasons, but a major factor was to be able to do away with GB entry checks in St Pancras, which allowed for the creation of the second departures area in part of the former arrivals area (this area was very necessary for a while, though it doesn't appear to be used any more).
Personally I hope the MLV trains return, ideally as a stop on trains continuing further afield. But that is for a different thread.
The e300s and PBAs are very much reaching the end of their service life, so replacing them is essential. There is also a need for more capacity, and I'm personally hoping for an increased frequency.
I agree, Eurostar staff have consistently been very good in my experience.
Yes, Jon Worth - thanks! I agree 100% with you, you’re absolutely right that the e300s and PBAs need replacement soon anyway - so the Celestia order is renewals rather than expansion/investment.
Jon has been on Green Signals twice, the more recent appearance being his response to the news on Virgin’s win on Temple Mills access. The link to that episode is here: https://music.amazon.co.uk/podcasts...eurostar…?ref=dm_sh_rQPZbAHQW27yY2T3GQyANBANj
STINT47
Member
Hopefully Virgin will offer a better product in first class than Eurostar. If they do then it may well win me over.
I would not however be surprised if Eurostar suddenly improved their offer in 2030. Purely by coincidence of course.
I would not however be surprised if Eurostar suddenly improved their offer in 2030. Purely by coincidence of course.
BahrainLad
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If I was Eurostar I’d milk the monopoly position for as long as I could get away with it to get the business in the right shape for a new competitive landscape, pay down debt etc.
Virgin should force them to up their game, like they did with BA back in the day, which is an exciting prospect.
Virgin should force them to up their game, like they did with BA back in the day, which is an exciting prospect.
HamworthyGoods
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But this discussion isn’t about Eurostar First Class, it’s about standard premium!
BahrainLad
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You’re making a big assumption that Virgin will have three classes, which for Eurostar is simply a historical hangover. It’s perfectly possible that Virgin would have a first class service but have some ‘premium leisure’ level fares in the market which is where Eurostar pitches Plus.
Eurostar Plus London-Paris starts from around £140 return, it’ll be interesting to see what the Virgin offer will be at that £150-200 price point (OTOH I would imagine their fully flex First fare would probably be similar to Eurostar Premier, or maybe slightly less to gain market share but preserving yields).
MisterM
Member
I see that people claim there is no catering anymore between Amsterdam and Brussels on eurostarstar (london) trains, but as someone currently in plus i still get served. There is no food which is as expected and communicated as that only gets loaded and unloaded in Brussel. The full train is staffed by NS staff members between Amsterdam and Brussel, Eurostar crew takes over/hands over at Brussel. Some Thalystar trains are operated fully by NS staff, some are operated by Eurostar staff in full and some switch crews in Brussel.
peterinsurrey
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the catering between Brussels & Amsterdam, with NS staff was present until recently, I'd love to see a public communication of its withdrawal. It may have influenced my recent ticket purchases.....
Is it communicated? When you book Plus all it says is 'A delicious light meal and drinks served at your seat'. It doesn't say *only between Brussels and London.
As a customer I don't care where they do their loading, I just want the service. On all other routes you get served straight after you leave (for better or worse, who wants lunch at 10.30am?!).
BahrainLad
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On the Eurostar website it says clearly that food and drink in Plus is London routes only. https://www.eurostar.com/uk-en/travel-info/eurostar-experience/travel-classes
D6130
Established Member
But the Amsterdam services in question are a London route!
STINT47
Member
You do get what they advertise. On each journey they offer you a meal with two options and drinks, one cold the other hot.
What it doesn't say is that service is only done once and is normally over as quick as possible. On a London departure I have been served a meal before the train has left St Pancras and it was all over before reaching the tunnel.
when I travel on EMR from Nottingham down to London they provide food and drink shortly after departure. They do however come round with further drinks and snacks later in the journey.
This is on a much shorter journey than to Amsterdam and the price is also cheaper. Eurostar plus is therefore pretty poor.
What it doesn't say is that service is only done once and is normally over as quick as possible. On a London departure I have been served a meal before the train has left St Pancras and it was all over before reaching the tunnel.
when I travel on EMR from Nottingham down to London they provide food and drink shortly after departure. They do however come round with further drinks and snacks later in the journey.
This is on a much shorter journey than to Amsterdam and the price is also cheaper. Eurostar plus is therefore pretty poor.
Mikey C
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As I said back in the summer, the "phasing" of the catering is quite an issue on Amsterdam trains. Few people expect to get on a 6:40am train in Amsterdam, and not get breakfast until gone 9am.
Conversely, if you get on at different parts of the journey, you get much prompter service. Taking the last train back from Lille last year, I was of course served straight away, and well "watered".
Having just taken the Eurostar for the first time in a decade, in Plus to and from Lille, I was impressed as the speed and quality of the food. Not huge portions but by the time you’ve finished your second drink and coffee you’re slowing down for the destination. Well worth the £20 over standard. Glasses and bottles smaller than last time but they offer more and will give more when asked. I had been worried from reading this thread!
peterinsurrey
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Maybe it’s just the Amsterdam route. I’ve voted with my feet today & booked standard for today’s return
I'm sure you're right. I won't name the service or date but on one recent journey home from Brussels the wonderful pair doing my carriage basically made clear that they regarded making passengers feel welcome as an act of resistance against miserly instructions from management.
Seven of their bottles of rosé meant that my memories of the walk across to King's Cross, and my train home to Yorkshire, are, shall we say, but slight...