Transpennine Catering Strike - Compensation

[Warlock]

I'm currently sat on a Transpennine train in first class and had just been told that hosts are on strike and there are no refreshments available. I am planning to request for compensation given catering in first class was advertised, and am expecting push back when they claim it's "subject to availability". Just wanted to gather some consumer rights grounds that other people have used in order to convince them to payout.

 

[AlterEgo]

Has the guard not offered you something like a Back on Track voucher? Or have those been discontinued now? I had one a few years ago in the same scenario.

 

[Warlock]

Sadly not, the news was not delivered proactively and I only found out when asking for refreshments 90 minutes into the journey

 

[Coleridge]

A TOC cannot hide behind a blanket phrase like "subject to availability" when complementary food and drink forms such a large part of their advertising for First Class, and is probably a significant factor in a passenger's decision to pay more for a first class ticket. The law is very much on the consumer's side here.

However, it's difficult to determine what the compensation should be if no actual financial loss has been incurred. The best course of action in the first instance might be to have a "conversation" with AI to determine what your rights are under the Consumer Rights Act 2015 (this law is wide-ranging, and I have used it twice to successfully claim money from companies), though you would have to double-check the advice it gives you.

Are all catering staff on strike? If it's just the first class hosts, then I'd suggest buying from the 2nd class trolley whatever you might expect to get free in First Class, keeping the receipt and claiming the cost back from TPE.

 

[Starmill]

If the catering crew are on strike then TPE will have saved a day's pay for them. Hardly seems unreasonable that they should pass on some of the compensation in the format of a voucher...

They would have known well in advance as well. How much effort to let people know was there...

 

[Warlock]

I believe some catering staff are on strike, I was told there's none on this train because if there's any they would've probably been sent to the West Coast route.

== Doublepost prevention - post automatically merged: Monday at 15:47 ==

Have just asked the train manager if I'm due any compensation, and he said I only paid to be in this first class seat in a first class carriage, and that any food is free and only complimentary. He doesn't agree with it but that's the "policy". I'll definitely be taking this as a challenge then How else can I show solidarity with those on strike if I don't try to incur a cost on tpe

 

[kkong]

I wonder what their grievance is?

In my experience, the TPE first class catering staff are hardly overworked.

They typically spend about half an Edinburgh <> Manchester journey either in the kitchen doing goodness knows what, or sitting in seats E24/E25 scrolling on their phone.

 

[Egg Centric]

Has the guard not offered you something like a Back on Track voucher? Or have those been discontinued now? I had one a few years ago in the same scenario.

According to a thread I started back in July they've been replaced with something called Charm but most members of staff are reluctant to use it - might be worth explicitly asking if in this situation in future.

Thread is here: https://www.railforums.co.uk/threads/tpe-on-train-gesture-of-good-will.305068/

 

[Haywain]

I wonder what their grievance is?

Looks like an ongoing pay dispute:

Striking outsourced rail workers take fight to Labour conference

Outsourced cleaners and caterers on TransPennine Express will strike on 28 September, with pickets and demonstrations planned in Liverpool to coincide with the Labour Party conference.

share.google

 

[sot]

I was a serial complainer on Avanti and got either comp firsts to replace a first journey without service, or on one occasion another comp for a comped ticket that then had no service.

This was a couple of years ago though so they will probably be more stingy now...

 

[STINT47]

An agreed industry wide compensation scheme really does need to be agreed when catering is unavailable. Similar to delay repay.

Saying its complimentary is just not on as it's advertised and promoted when buying a ticket. Receiving catering certainly plays a part in my decision making when looking at upgrading.

Alternatively the TOC can remove all advertising and mention of catering, then it really would be a complimentary perk if you get it.

The OP should pursue this with customer services and be persistent.

 

[speedy1]

Always makes me chuckle when they try to pretend food and drink is nothing to do with the offering..

• TPE's headline on the first class page is "Wine, Dine and Recline in First Class"
• A good 1/3rd of the page is advertising the food menus
• They produce a catering map to advertise which menu is on which route
• They advertise "Restaurant for first class passengers" I believe in the official data (i.e. that shown by RTT)
• They made a pretty big fanfare about the new Coast to Coast menus last year
• On board, menus are placed every seat, water is often already on the tables, the staff proactively offer food and drinks

What they don't advertise / choose to highlight:

lounges (there are none), solo seats, leather seats, comfy seats, an exclusive space (they can't, on the 802s), tranquillity, a host, a pic from a type of train still in service etc

 

[sot]

An agreed industry wide compensation scheme really does need to be agreed when catering is unavailable. Similar to delay repay.

Saying its complimentary is just not on as it's advertised and promoted when buying a ticket. Receiving catering certainly plays a part in my decision making when looking at upgrading.

Alternatively the TOC can remove all advertising and mention of catering, then it really would be a complimentary perk if you get it.

The OP should pursue this with customer services and be persistent.

In full honesty AWC have to compensate for it as it is the only thing that differentiates the 1st and SP offerings.

 

[185143]

Always makes me chuckle when they try to pretend food and drink is nothing to do with the offering..

• TPE's headline on the first class page is "Wine, Dine and Recline in First Class"
• A good 1/3rd of the page is advertising the food menus
• They produce a catering map to advertise which menu is on which route
• They advertise "Restaurant for first class passengers" I believe in the official data (i.e. that shown by RTT)
• They made a pretty big fanfare about the new Coast to Coast menus last year
• On board, menus are placed every seat, water is often already on the tables, the staff proactively offer food and drinks

What they don't advertise / choose to highlight:

lounges (there are none), solo seats, leather seats, comfy seats, an exclusive space (they can't, on the 802s), tranquillity, a host, a pic from a type of train still in service etc

Huddersfield has a lounge, unless it's now closed.

Always seemed like a random place to have one to me! Would have thought if a TPE managed station was to get a 1st class lounge, Manchester Airport would be the sensible choice.

 

[Egg Centric]

In full honesty AWC have to compensate for it as it is the only thing that differentiates the 1st and SP offerings.

Lounge too - woohoo free tea bags!

(I agree of course, but mention this for completeness as they can legitimately-ish point to it and it is a genuinely useful thing for some people)

 

[speedy1]

Huddersfield has a lounge, unless it's now closed.

Yes for months since the upgrade work began. Would be surprised if it reopened

 

[sot]

Lounge too - woohoo free tea bags!

(I agree of course, but mention this for completeness as they can legitimately-ish point to it and it is a genuinely useful thing for some people)

I forgot about the lounge, I still haven't made a complaint about when it was shut, however I don't think they'd be too happy with regards the ticket (loophole first class).