XC Catering

[BanburyBlue]

Hi,

Last week I travelled from Banbury to Derby for a work meeting. On the way back, I caught the 16.53 XC service to Reading (sat in Coach D).

As we were leaving Derby station, and I mean 'leaving' Derby station, the Catering Manager announced that catering would be unavailable in 5 minutes time as there was a staff changeover at Birmingham. And if you did want any refreshments, come to coach F where he would continue to serve for the next 5 minutes.

To add insult to injury, on leaving Birmingham, the trolley didn't appear until we were half way between Leamington Spa and Banbury. I was in Coach D, so hardly miles away from Coach F.

This seems wrong on a couple of levels...

1, It seems mighty early to close the catering for a staff changeover at Birmingham?
2, It doesn't seem right to expect me to find the trolley. The train was busy, but not overly busy i.e. vestibules were clear, and no standing in the aisles. I mean, XC made a great play of shutting the shops and replacing them with a trolley service because "that's what our customers have asked for" (apparently!!), and then they expect customers to go an find them?
3, Not too impressed that no trolley appeared until half-way between Leamington Spa and Banbury.

I did email XC who emphasised that they needed time to do the catering handover, have to do a stock check and call for more supplies to be loaded at Birmingham. Before I reply and wade in with my size 10's, what do you think? Am I just being an old grump, or are XC being reasonable here?

Ta.

 

[CyrusWuff]

That train starts from Newcastle at 1435, so it's reasonable to expect it'd need replenishing by Birmingham (just shy of 3 hours later).

An hour to do two stock checks, place the order so it's on the platform in time for the train's arrival, load it onto the train and thence onto the trolley seems pretty reasonable to me, though YMMV of course.

 

[jamesontheroad]

I tend to agree with the OP.

I generally only use XC on their Turbostar routes out of Birmingham, and those trolleys are now equipped with rudimentary tablet computers. Barring theft or loss, these should provide a constant and dynamically updated inventory, eliminating the need to stop serving customers to complete a manual stock take. The software should exist for the retail manager to view his/her inventory live, and make a quick order electronically.

 

[ainsworth74]

It should exist but that doesn't mean that it does!

 

[miami]

If catering was aimed at customer satisfaction, the trolley would leave at Birmingham and be replaced with a fresh one (perhaps with food more suited to the time of day). This would mean a 2 minute handover rather than an hour long handover.

 

[Clip]

I tend to agree with the OP.

I generally only use XC on their Turbostar routes out of Birmingham, and those trolleys are now equipped with rudimentary tablet computers. Barring theft or loss, these should provide a constant and dynamically updated inventory, eliminating the need to stop serving customers to complete a manual stock take. The software should exist for the retail manager to view his/her inventory live, and make a quick order electronically.

They still have to count it to make sure it matches what the computer says should be there.

 

[AlterEgo]

Just buy something reasonably priced before you get on the train.

On train catering is dying, very slowly. There are so many logistical issues that make TOCs go "too hard!".

 

[MonsooN]

Just buy something reasonably priced before you get on the train.

On train catering is dying, very slowly. There are so many logistical issues that make TOCs go "too hard!".

If I know I'm having a long journey, I tend to buy something before I get on the train - most large stations have an M&S Simply Food or a WHSmith, where you can buy a sandwich and other refreshments. As long as I'm going to eat it within a couple of hours, it's fine. It also gives me the choice of when I want to eat it so I don't have to wait for the trolley.

 

[yorkie]

I did email XC who emphasised that they needed time to do the catering handover, have to do a stock check and call for more supplies to be loaded at Birmingham. Before I reply and wade in with my size 10's, what do you think? Am I just being an old grump, or are XC being reasonable here?

I think XC don't particularly want your custom, so I would buy food before boarding.

I've even found the buffet still open between Stratford & London Liverpool Street on Abellio Greater Anglia before, so if train companies want to provide good service, it can be done.

 

[Blindtraveler]

I tend to base my decision on what to do by TOC.

XC are generally lacking, VTEC can be good, Scotrail indifferent and VTWC generally excillent.

On 2 recent EMT HST rides recently my run from East Midlands Parkway was great as the trolley was at me before Leicester, however on the return from London it was only just in the coach before mine and had run out of hot water by the time we reached Parkway, so lesson learned.

I used to find VTXC with its low staffing a bit anoying and VTEC can be the same as the First Class pax get priority over all else.

On the West Coast however I almost always find shop closing happens around WFJ or LOC meaning most of the run is covered.

Transpenine I find depends on the crew member. I am a semi regular on the late Carlisle Edinburgh and sometimes the steward serves and others they just sit doing nothing.

 

[Jonfun]

Ah, I remember fondly from back in Virgin XC days the frequency at which you'd have the announcements going out that the buffet would be closing for a stocktake. It became part of the fun of going on holiday!

But yes, being closed Derby to Leamington seems normal, particularly if the person who works it in to Birmingham needs to cash up, and the person who works it out has a delivery which needs to be attended to.

The point that was made about swapping trolleys to minimise handover time is not a bad idea but would cost significantly more as you'd need a significant number more staff at the catering stores to bring trolleys to and from every train and to restock them, you'd need more trolleys in the first place (rather than one per train plus a few spares you'd need a load ready to go at each stores), you'd run the risk of taking a perfectly working trolley off the train and replacing it with a knackered one which has to be condemned or run as static only, and you also lose the ability then to restock the trolley mid journey, so if you're busy and run out of stuff, well, that's it then until your next catering stores can bring you a new trolley, which could be hours away. You also then lose the ability for the RSM to weight what's stocked on the trolley to what they're going to actually sell on a given journey.

 

[Master29]

If I know I'm having a long journey, I tend to buy something before I get on the train - most large stations have an M&S Simply Food or a WHSmith, where you can buy a sandwich and other refreshments. As long as I'm going to eat it within a couple of hours, it's fine. It also gives me the choice of when I want to eat it so I don't have to wait for the trolley.

Why shop anywhere near stations if you want things even cheaper. Station shops tend to be almost as dear as the trains themselves.

 

[XC victim]

Personally I find the catering service on crosscountry very poor these days. Often there is no trolley service at all, especially after about 6pm. Also with crosscountry services being so heavily over crowded often it is not possible for the trolley to pass through the train. Even when the train is quiet enough for the trolley to pass through the train it passes through very infrequently and usually just before I have to get off. To add insult to injury the trolley has a very limited range of products.

Is it too much to ask for a hot drink when travelling for 3 or 4 hours.

 

[DarloRich]

On train catering is dying, very slowly. There are so many logistical issues that make TOCs go "too hard!".

I agree - However, simple refreshments should be available especially on longer journeys. It shouldn't be beyond TOCs to provide facilities to buy a cup of tea or coffee and a kit kat.

 

[BanburyBlue]

Thanks for your replies.

What annoys me more than anything was the big fanfare when XC took over the franchise, that the shops were going to be replaced by a trolley service. Especially when they keep using the strapline "because our customers have asked for an at seat service". My view was that the shops were taken out to provide more seats, not to be nice to customers. I have asked XC on a couple of occasions to supply me with the data backing up the statement that a trolley service was provided in response to customer demand, and never even had replies. I'm sure some people do prefer a trolley service, but I'm sure a lot preferred the shop. So, if your going to make a big thing out of moving to a trolley service, at least provide one!!

I'm sure I've been on other TOCs, where catering doesn't finish so far away from a destination/staff changeover. Effectively this means there was no catering for over an hour.

 

[DarloRich]

this, of course, highlights the difference between the customer expectation of an at seat service and the TOC's reality of an at seat service!

 

[AlterEgo]

I agree - However, simple refreshments should be available especially on longer journeys. It shouldn't be beyond TOCs to provide facilities to buy a cup of tea or coffee and a kit kat.

Vending machines are the answer. Just need the technology to do it. (They're big, heavy, and not easy to fit into a vestibule, even incorporated into the walls)

Then, people can buy whatever they like all the time, with reliability, and there is no need to have roving staff. Just some service centres which refill the machines.

 

[Tetchytyke]

I'm sure some people do prefer a trolley service, but I'm sure a lot preferred the shop.

I think most people prefer the sound of being served at your seat compared to having to walk to the buffet counter, especially on trains where seating is at a premium.

In this case the trolley's base in in the cab end of coach F, so if they're doing a crew and stock change that's where the trolley needs to be.

I don't think they should have taken the shop out either.

I'm sure I've been on other TOCs, where catering doesn't finish so far away from a destination/staff changeover. Effectively this means there was no catering for over an hour.

Most TOCs don't change catering crew in the middle of a journey, though, so it's hard to compare. VTEC will normally close the buffet counter after Doncaster (heading to Leeds) or about Northallerton (heading to Newcastle), and will shut up just after Peterborough heading south. Grand Central are similar. VTWC will shut it just after Milton Keynes heading south, and when they do a crew change at Preston it'll normally be shut from Lancaster to Wigan or sometimes Warrington.

 

[MonsooN]

Why shop anywhere near stations if you want things even cheaper. Station shops tend to be almost as dear as the trains themselves.

Some shops can be, but people don't always have time to go further afield. If I'm getting a train, I might have come straight from the office by taxi and been dropped off at the station so I don't have the time or local knowledge to go somewhere else to buy something.

To be honest, for the sake of saving a couple of quid, I probably wouldn't bother. The point I was making was that if you buy your food beforehand, you can choose from a wider range of things to buy in the first place. You can choose when you want to have it and don't have to wait for the trolley which might not come when you want it and might not have anything you like when it does.

 

[BanburyBlue]

On the day in question I was late (issues with the buses), and so didn't have time. I probably would have had a look in the shops first, although in a lot of cases, station shops aren't much better than the fare you get on trains - but agree, would have given me the flexibility.

That said, there's a nice chip shop just over the road from Derby Station

 

[Class 170101]

I've even found the buffet still open between Stratford & London Liverpool Street on Abellio Greater Anglia before, so if train companies want to provide good service, it can be done.

May not be open between Diss and Norwich. Catering is all based at Norwich with nothing in London. The staff go out and back (sometimes twice).

 

[dk1]

I am no big fan of trolley only services but to be honest, Cross Country's offering has impressed me quite a bit recently. They seem far more proactive in going up & down the train & seem to have more stock available on board & are on the whole happy to bring it back to you.

 

[Robertj21a]

I am no big fan of trolley only services but to be honest, Cross Country's offering has impressed me quite a bit recently. They seem far more proactive in going up & down the train & seem to have more stock available on board & are on the whole happy to bring it back to you.

Agreed, XC seem to have a good range, well stocked and, as you say, some pro-active staff. No need for anything else.

 

[dk1]

Agreed, XC seem to have a good range, well stocked and, as you say, some pro-active staff. No need for anything else.

Thanks. Always speak as I find & have been more than happy with XC & their catering offer lately.

 

[BanburyBlue]

I think what's on their trolley in fine - nothing special, but nothing wrong with it.

It is an improvement that hot food is available (not the pre-booked stuff, but things like paninis from the trolley - ask for it, trolley person goes and warms it up, brings it back to your seat). Tried this a couple of times and works fine. Although disappointed that breakfast items seem to have disappeared. Used to be able to get plain old bacon rolls - when I asked the other day he said "we do bacon and hash brown". I said "what, just plain bacon and hash brown"? "yes" he said. When it arrived it was a bacon and hash brown panini with spicy tomato salsa! I'm sure tastes differ, but I don't want a spicy bacon roll in the morning, I just want a bacon roll!!

Perhaps I'm unlucky as most of my journeys are through Birmingham. The big issue I have is the unreliability of the service. I've had loads of journeys where trolleys never turn up and no announcements, or being asked to come and find them. Case in question was this journey where the catering went missing for an hour!

 

[theblackwatch]

That said, there's a nice chip shop just over the road from Derby Station

I thought the chip shop next to 'Bubbles' closed a couple of years ago. Has it re-opened?

 

[Doctor Fegg]

Vending machines are the answer. Just need the technology to do it.

Yes, absolutely. Plus the cold drinks will actually be cold.

 

[bolli]

This guy had the answer: http://www.dailymail.co.uk/news/art...arriage-delivered-50-second-station-stop.html
--- old post above --- --- new post below ---

Yes, absolutely. Plus the cold drinks will actually be cold.

I'm fairly certain that the technology already exists, Its commonplace for some places on the continent!

Whether they'd survive some of the late night trains without being vandalised is a separate matter....

 

[BanburyBlue]

I thought the chip shop next to 'Bubbles' closed a couple of years ago. Has it re-opened?

Not sure what it's called, or what Bubbles is? But there is definitely a chippy right opposite Derby Station. Not bad chips either.

 

[LexyBoy]

The Voyagers at least still have the remains of Virgin's "radio" service - simply rip out the wiring, replace with narrow-gauge tubing and a bit of electronic wizardry at the seats... passenger plugs in their straw, taps a contactless card and gets their choice of tea/coffee/beer/soup squirted straight into their mouth. Metered so you pay for what you drink.

(Patent pending).