LNER catering suspended due to train being full

[WesternLancer]

I wondered what other forum members views on the following are.

last weekend I held a 1st class EMR ticket to London, but die to major signalling problem the midland mainline was closed. Passengers were advised to travel via Grantham and use LNER, EMR ticket acceptance was in place.

At Grantham station staff were advising that the next train to London (a 225 set from Leeds to Kings Cross) had left Doncaster full and standing, and that LNER reservation holders would have preference for seats - that is fair enough ref reservations.

the vast majority of EMR passengers boarded along with of course passengers who had already planned to catch the train from Grantham.

I'm sure in Standard Class many people ended up standing.

In first class there were enough seats for all to be seated and no one was standing, although it was most, but not all, seats taken.

Soon after departing Grantham it was announced that due to the nature of the train being crowded / busy (I'm not sure of the wording used) catering would now cease for the remainder of the journey.

In 1st a steward quickly removed all the menus, plates were cleared from the food service offered prior to Grantham. There was later one pass with a trolley just to hand out water bottles to anyone who wanted one.

I could see no logical reason why the catering offer was not offered in 1st class after Grantham. LNER booked passengers would have expected it, and EMR passengers in 1st would have been offered complimentary food with their tickets had they been on EMR. It was not suggested that food stocks were inadequate when I asked if first class food service was also suspected, after the announcement was made.

I'm not a frequent LNER user so I wondered-

- does this often happen?
- is it an 'excuse' not to bother with the food and drink service when it become a bit more in demand than expected?

I'd welcome any thoughts?

 

[AlterEgo]

Were the first class vestibules full and standing? Could staff pass through with items easily?

 

[Haywain]

EMR passengers in 1st would have been offered complimentary food with their tickets had they been on EMR.

EMR do not offer anything in first class on Sundays. From their website:

We do not offer the First Class complimentary offer on Sundays.

 

[WesternLancer]

Were the first class vestibules full and standing? Could staff pass through with items easily?

they did not seem to be to me - I went through to the toilet in another carriage and did not see people in the vestibule and anyway the staff came through with water bottles on a trolley (2 staff on 1 trolley) coming from the direction of the 225 kitchen.

== Doublepost prevention - post automatically merged: 1 Nov 2024 ==

EMR do not offer anything in first class on Sundays. From their website:

it wasn't a Sunday - but in any case that's a bit of red herring from me as the food stocks on EMR would not have been on the LNER rain obviously

 

[Haywain]

it wasn't a Sunday -

Ah, you said weekend... They don't offer much on a Saturday either, especially compared to LNER's normal offer.

 

[WesternLancer]

Ah, you said weekend... They don't offer much on a Saturday either, especially compared to LNER's normal offer.

Well the EMR weekday offer is not in the order of LNERs either but this is a bit of a red herring / off the point.

LNER had ticket acceptance with EMR, they were not saying 'EMR passengers are not entitled to LNER's 1st class food offer' and if you had a 1st class ticket from certain EMR stations route any permitted you could have been in LNER 1st class anyway - they decided the food service was suspended because the train was crowded.

I'm sure it was indeed crowded in standard (I did not go to look, but I had no reason to doubt it) but it wasn't crowded in 1st, and it wasn't even every seat taken. I was sat at a table for 4 with one vacant seat for example. There were other seats vacant in my carriage and the next one.

It seemed to me just an excuse to cease providing the advertised service....

 

[Haywain]

It seemed to me just an excuse to cease providing the advertised service....

The only thing that surprises me is that there was an announcement. I find that first class service on LNER can often be little more than a token effort at weekends, with nothing offered more than an hour out of King's Cross on southbound trains.

 

[AlterEgo]

If they had limited stock (they would not have had enough for everyone in 1st) I can see why they decided to withdraw service rather than go through the rigamarole of deciding who among the 150 people in first class had what ticket etc.

 

[WesternLancer]

The only thing that surprises me is that there was an announcement. I find that first class service on LNER can often be little more than a token effort at weekends, with nothing offered more than an hour out of King's Cross on southbound trains.

Thanks for that insight.

== Doublepost prevention - post automatically merged: 1 Nov 2024 ==

If they had limited stock (they would not have had enough for everyone in 1st) I can see why they decided to withdraw service rather than go through the rigamarole of deciding who among the 150 people in first class had what ticket etc.

Yes, and this is fair point if it was the case. But even then I doubt limited stocks of cups of tea and coffee would have been the case...

 

[Fuzzytop]

In the last year, I've had LNER cancel First Class service during disruption because there was limited stock of sandwiches (ie. there wouldn't have been enough for all passengers). We were still offered water, coffee and tea but that was it.

 

[Deerfold]

LNER used to advertise that for journeys of less than 75 minutes (which most Grantham - London journeys would be) they don't offer full food service. However, I can no longer find any reference to this on their website.

 

[WesternLancer]

LNER used to advertise that for journeys of less than 75 minutes (which most Grantham - London journeys would be) they don't offer full food service. However, I can no longer find any reference to this on their website.

I recall when they had shaded timetables on pdf showing service from points Grantham was the last point you could broad southbound and get he full service (same in BR and GNER days for paid for dining FWIW) - I think they had changed 75 mins to 60 mins when the 'free' food offer commenced maybe.

Ie had it from Grantham going south on serval occasions over the years and to Grantham from London also

 

[30907]

It has happened to me (from Doncaster, halfway through meal service) when First was declassified for similar reasons. At least when I took the initiative to go to the buffet and ask for sandwiches they didn't charge me.

Can't remember now what happened when I complained to LNER

 

[WesternLancer]

It has happened to me (from Doncaster, halfway through meal service) when First was declassified for s8milar reasons. At least when I took the initiative to go to the buffet and ask for sandwiches they didn't charge me.

Can't remember now what happened when I complained to LNER

Thanks. It does sound like they are not averse to this course of action from various responses I’ve had.

 

[mad_rich]

LNER are very quick to remove or downgrade complimentary catering at the mildest excuse.

I can't imagine the first class hosts were trapped in a crowd in standard, or needed for duties there? I suppose a sudden, unexpected load of first class passengers might overwhelm supplies. They won't be catered to 100%

I would write in to Customer Services. I've had a few bob off them in the past when they didn't feed me on a busy train.

 

[stuartl]

Due to an incident a few weeks ago, the ECML was closed and LNER passengers for London were sent to Sheffield to get EMR services. This resulted in those trains being packed full. The one I was on had the doors locked 20m before departure. 1st class hosts had no chance to get round. I emaiIed EMR customer services and got 25% refund on my 1st class ticket, it was an advance so only a few pounds but paid for a sandwich and cup of tea at St Pancras. I had an EMR ticket though.

 

[800001]

If they had limited stock (they would not have had enough for everyone in 1st) I can see why they decided to withdraw service rather than go through the rigamarole of deciding who among the 150 people in first class had what ticket etc.

The catering crew would not check tickets, in disruption, 1st class ticket holders, regardless of operator, get the same 1st class offering as LNER customers.

 

[sheff1]

It has happened to me (from Doncaster, halfway through meal service) when First was declassified for similar reasons.

I can understand it if First is declassified, but in the circumstances described in the OP when First was not declassified and had vacant seats available I would’ve thought they could have at the very least offered something, even if only snacks/drinks.

I would complain and see what they come back with.

 

[WesternLancer]

I can understand it if First is declassified, but in the circumstances described in the OP when First was not declassified and had vacant seats available I would’ve thought they could have at the very least offered something, even if only snacks/drinks.

I would complain and see what they come back with.

Yes, I agree with your summary of the situation. Thanks for your advice.