London North Eastern Railway (LNER) First Class service

[Starmill]

ɪ think it is shocking really, ɪ didn't even get a proper apology, just "We are sorry you didn't enjoy your journey as much as you thought you were going to" and a cheeky comment about how First Class is always subject to availability! They even have the cheek to comment about the importance of a consistent service - which is not what they offer at all! At least Virgin Trains have the decency to offer vouchers when they mess up on First.

 

[Blindtraveler]

Is the East Coast online Directors Forum Q&A still running periodically ? - Have not heard it mentioned for a while. It was a platform for catering gripes

I don't think they're bothered any more what with the new franchise so near. They have maybe been taking feedback onboard from the emails etc for next (and last under DOR Management) new menu but I doubt it!

 

[Chrism20]

ɪ think it is shocking really, ɪ didn't even get a proper apology, just "We are sorry you didn't enjoy your journey as much as you thought you were going to" and a cheeky comment about how First Class is always subject to availability! They even have the cheek to comment about the importance of a consistent service - which is not what they offer at all! At least Virgin Trains have the decency to offer vouchers when they mess up on First.

I got the same reply, almost word for word.
--- old post above --- --- new post below ---
I personally think they should just simplify the menu. Get rid of all this mushroom and spinach etc and sod the sandwiches.

No all they need are two things and everybody (well a few of us) will be happy! Those two things are TOAST (Slices to be served in even numbered multiples) and SCOTCH (Half bottle for journey lengths upto 150 minutes and a bottle for 151+ and on the chieftain they could make it a 'Local' malt.

 

[Butts]

I got the same reply, almost word for word.
--- old post above --- --- new post below ---
I personally think they should just simplify the menu. Get rid of all this mushroom and spinach etc and sod the sandwiches.

No all they need are two things and everybody (well a few of us) will be happy! Those two things are TOAST (Slices to be served in even numbered multiples) and SCOTCH (Half bottle for journey lengths upto 150 minutes and a bottle for 151+ and on the chieftain they could make it a 'Local' malt.

I'll certainly second that

 

[BlueFox]

I'm on the 12.30 from Edinburgh to Berwick in a couple of weeks. My first time in first class on the east coast line since the days of GNER.

What food (if any) am I likely to be offered on such a short journey?

 

[Deerfold]

I don't think they're bothered any more what with the new franchise so near. They have maybe been taking feedback onboard from the emails etc for next (and last under DOR Management) new menu but I doubt it!

When I travelled down on Saturday 1st class there was a survey company issuing everyone with a survey about their journey, including 1st class specific questions (did the hosts offer drinks sufficiently frequently etc), so they're getting some back

I'm on the 12.30 from Edinburgh to Berwick in a couple of weeks. My first time in first class on the east coast line since the days of GNER.

What food (if any) am I likely to be offered on such a short journey?

Offically you're not supposed to get anything for a journey of under 70 minutes.

 

[BlueFox]

Offically you're not supposed to get anything for a journey of under 70 minutes.

Not even a packet of crisps or some biscuits?

 

[ainsworth74]

Not even a packet of crisps or some biscuits?

You should get snacks but it is not guaranteed. Best chance of being served is to sit close to the buffet car (Coach K on electric sets and Coach J on diesel).

 

[Chrism20]

Not even a packet of crisps or some biscuits?

As Ainsworth says sit as near to the buffet as possible.

I'd also recommend sitting in an unreserved seat or losing your res tickets (probably not an option if getting off at BWK as someone will more than likely have it reserved after you). If anyone bar the guard asks you are going to Newcastle.

 

[yorkie]

I'm on the 12.30 from Edinburgh to Berwick in a couple of weeks. My first time in first class on the east coast line since the days of GNER.

What food (if any) am I likely to be offered on such a short journey?

The wording has changed. East Coast now say "Crew members will provide you with one of our menus. These will change depending on the time of day you travel. If your journey is 70 minutes or less you can still enjoy our equally delicious range of complimentary drinks and snacks." so you have to read between the lines; they're saying if your journey is 70 minutes or less you won't have any expectation to be able to have anything other than drinks and snacks.

In practice, it can depend on the mood. A certain pony-tailed Leeds-based crew member a few weeks ago decided that no-one would get any menus and nothing would be offered, except one round of hot drinks. A complaint got absolutely nowhere, as you'd expect.

Some London based crew members decide to be surly and ration out the portions too, and moan if they think you're asking for too much. But, in truth, most staff are very good indeed!

So, your journey is under 70 minutes, but the train doesn't call at Dunbar and it has come from Aberdeen, so they're unlikely to attempt to establish who is doing a journey under 70 minutes, because it would be impracticable to do so, for example how do they know you didn't board at Kirkcaldy?

It's in the middle of the day so you should be fine. Some staff appear to get lazy in the evenings, but that won't affect you.

For the record, if the train is 'Afternoon Tea' then as the only offering is sandwiches, they won't bother asking where you're alighting. It's more problematical when the hot food is on offer and the train calls frequently; they will ask you where you're alighting before taking your order because they'd not want to place an order that can't be fulfilled. Some staff then will apply the 70 minute rule rigidly and refuse you sandwiches also.

EC needs to do more 'mystery shopping', especially in the evenings, and especially for the Leeds & London crews.

 

[DaveNewcastle]

. . . . Get rid of all this mushroom and spinach etc and sod the sandwiches.

Not on the services I travel on, please, I enjoy these dishes very much!

No all they need are two things and everybody (well a few of us) will be happy! Those two things are TOAST (Slices to be served in even numbered multiples) and SCOTCH (Half bottle for journey lengths upto 150 minutes and a bottle for 151+ and on the chieftain they could make it a 'Local' malt.

Not on the services I travel on, thanks. I wouldn't be interested in toast or scotch.

 

[High Dyke]

Loking at the menu selection for the next four weeks, and it isn't just train companies, but i was put off by the content of some of the fayre... Why do suppliers seemingly think that everyone wants mayo, pickle, mustard or some other relish in their sandwich?

 

[yorkie]

Not on the services I travel on, please, I enjoy these dishes very much!

Not on the services I travel on, thanks. I wouldn't be interested in toast or scotch.

Agreed!

...Why do suppliers seemingly think that everyone wants mayo, pickle, mustard or some other relish in their sandwich?

Perhaps because most people do? I doubt they're naive enough to believe everyone does, but with all these things, it's about satisfying the majority, you can never please everyone.

 

[Chrism20]

Not on the services I travel on, please, I enjoy these dishes very much!

Not on the services I travel on, thanks. I wouldn't be interested in toast or scotch.

All the more for me then and that means they won't run out Apologies, I was slightly excitable when I typed that.

Seriously though it amazes me how years (2? 3?) down the line the ordering system and availability is still woeful.

Bearing in mind they manage (most of the time) to nail the fare buckets but they can't seem to nail the contents of the carts being loaded. If they can manage one why the hell are they so inept at times with the other?

As Yorkie said the mystery shopping and the auditing needs ramped up on some of the services, particularly at slack times.

It will be interesting to see what happens once the franchise is awarded as bearing in mind the bidders will also have had their own people on these services evaluating what is going on. Here's hoping a few of them have been barked at for asking for a second slice of toast, sandwich or even still for having the ghoul to ask for something in the first place.

I'd imagine come the spring one or two could get a fright.

And for the record I'd like to see the mushroom parcel stay it's the best thing in ages for sure.

 

[Aldaniti]

Loking at the menu selection for the next four weeks, and it isn't just train companies, but i was put off by the content of some of the fayre... Why do suppliers seemingly think that everyone wants mayo, pickle, mustard or some other relish in their sandwich?

Indeed, you'd think someone, somewhere might have thought that not everyone wants relish, but no. I think the last time I actually purchased a sandwich was around 1987 when M&S did a rather nice Egg and Cress.

 

[Butts]

Below are listed the best improvements in my view.....

Breakfast:

1. Add Black Pudding

2. Offer 2 Slices of Toast as a matter of course - ensure said toast arrives at approximately the same time as the breakfast.

3. Tea/Coffee - get rid of the dishwater and introduce some decent method of delivery for a premium product.

4. Deliver Newspaper either before or with Breakfast.

Mid-Morning

1. Abolish and serve above until 11am

All Day Menu

1. On hot dishes get rid of current dishevelled salad and replace with a pre-packed container like they do on Airlines

2. Sandwiches - Serve pre-packed variety like they do at the weekend

3. Crisps - Use the same Brand as Virgin

4. Alcohol - Do an "in and out" service or offer to "double up"

Evening Meal

1. Introduce on Southbound Services from Scotland

2. Have a proper starter not a packet of peanuts

3. See numbers 1-4 above.

Sorted

Whoops I nearly forgot abolish "Scone Express" services and use All day adding scones !!!

 

[Blindtraveler]

The Afternoon Tea seams a bit of a joke anyway as the current and I think previous menue didnt actually include any scones, swapped in favour of a 2nd kind of cake! TBH EC's Salad isnt bad and serving pre packed would I think create storage issues, as I think would serving pre packed sarnies on weekdays when fridge space is needed for other things e.g hot option?? Maybe Yorkshire Rider could enlighten us? The mushroom parsel is indeed excillent and should be retained, at the same time bring back the baked spuds but with good no nonsence fillings like beans n cheez, mixed salad, tuna etc. The evening meal south could be addressed by having something like chips and vedge with whatever hot option is being served as well as the cheezboard and fruit salad, lets face it, you can buy it tinned! BP at Breakfast I doubt will happen but we can dream. On the tost, Mid Morning and drinks I agree, but lets swap the Larga for something like Carlsberg Export rather than the Stella which many dont like, oh and a few simple sandwitch choices including a simple range e.g. Just ham, just egg, just tuna, you get the idea!

 

[Butts]

The Afternoon Tea seams a bit of a joke anyway as the current and I think previous menue didnt actually include any scones, swapped in favour of a 2nd kind of cake! TBH EC's Salad isnt bad and serving pre packed would I think create storage issues, as I think would serving pre packed sarnies on weekdays when fridge space is needed for other things e.g hot option?? Maybe Yorkshire Rider could enlighten us? The mushroom parsel is indeed excillent and should be retained, at the same time bring back the baked spuds but with good no nonsence fillings like beans n cheez, mixed salad, tuna etc. The evening meal south could be addressed by having something like chips and vedge with whatever hot option is being served as well as the cheezboard and fruit salad, lets face it, you can buy it tinned! BP at Breakfast I doubt will happen but we can dream. On the tost, Mid Morning and drinks I agree, but lets swap the Larga for something like Carlsberg Export rather than the Stella which many dont like, oh and a few simple sandwitch choices including a simple range e.g. Just ham, just egg, just tuna, you get the idea!

A few bit's of limp lettuce -

Agree about the Jacket Spuds

 

[Chrism20]

A few bit's of limp lettuce -

Agree about the Jacket Spuds

Yep, was there not a coronation chicken one or something at one point? They then replaced it with ratatouille IIRC

 

[Marton]

Dreaming on I would go for

Kippers for breakfast so long as they go back to Craster or
Loch Fynne.

Southbound evening meal and cheese. Even cheese would be a benefit.

 

[Deerfold]

Dreaming on I would go for

Kippers for breakfast so long as they go back to Craster or
Loch Fynne.

Oh I hope not, they'd stink out the carriage.

 

[Marton]

I never remember complaints in BR or GNER days.

 

[furgus2]

Back home now after being on my travels again with a 14 day ALR. I did several journeys on East Coast trains, especially as I based in Newcastle for a couple of days. Overall, i found staff attentive, efficient and some had a friendly approach too.

A few comments:
I twice went on the 18.45 from Newark to Newcastle. Two different crews but excellent service on both with the evening meal and cold drinks soon served.

Inconsistency: an example of this being two early afternoon journeys from Doncaster to Kings Cross. On the first one, a train from Leeds, a cold drink was offered on departure and then again (x2) on leaving Peterborough. The second occasion was on a train from Newcastle where a single cold drink run took place soon after leaving Doncaster but after Peterborough, it was just hot drinks.

Slightly bizarre: 12.45 departure from Leeds on a Monday. the 'All Day' menu out on tables listing the correct selection for the new week but only packed sandwiches from the weekend available on the trolley. When I questioned the fact that these were different to those listed on the menu, I was told they didn't have those on board. Just makes me wonder why the menus were put out in the first place.

Cooked breakfast: I know that some will disapprove, but I did 'incorrectly state' my intended destination. Boarded at Newcastle and was going to York but I said London when asked. (Some may recall that I was refused even a ham and egg sandwich when making a similar journey back in July). Anyway, I enjoyed the cooked breakfast which was served before the train even got as far as Darlington but I have to say I prefer the Virgin offering as that includes a fried egg.

 

[Tetchytyke]

Does anyone know what we can expect with the "simplified all day menu" over Christmas? Heading to Newcastle on 23rd and booked first class completely forgetting it wouldn't be a full service.

I'm assuming mediocre sandwiches and no booze?

 

[Blindtraveler]

thats about it I think

 

[Starmill]

Does anyone know what we can expect with the "simplified all day menu" over Christmas? Heading to Newcastle on 23rd and booked first class completely forgetting it wouldn't be a full service.

I'm assuming mediocre sandwiches and no booze?

Where does it say this?

Probably better than VT's 'Over Christmas' offer - just the weekend snack box!
--- old post above --- --- new post below ---

Inconsistency: an example of this being two early afternoon journeys from Doncaster to Kings Cross. On the first one, a train from Leeds, a cold drink was offered on departure and then again (x2) on leaving Peterborough. The second occasion was on a train from Newcastle where a single cold drink run took place soon after leaving Doncaster but after Peterborough, it was just hot drinks.

Slightly bizarre: 12.45 departure from Leeds on a Monday. the 'All Day' menu out on tables listing the correct selection for the new week but only packed sandwiches from the weekend available on the trolley. When I questioned the fact that these were different to those listed on the menu, I was told they didn't have those on board. Just makes me wonder why the menus were put out in the first place.

Indeed, fairly typical by the sounds of it. They do not have to offer what it says they will at all, and as they very cheekily reminded me they do not actually have to offer any catering whatsoever. Compensation is only due if you cannot occupy First Class accommodation, not if their service isn't up to scratch. Clearly they're aware of that and aren't too fussed about making sure that, although they can be brilliant, they are on all trains!

 

[Butts]

Does anyone know what we can expect with the "simplified all day menu" over Christmas? Heading to Newcastle on 23rd and booked first class completely forgetting it wouldn't be a full service.

I'm assuming mediocre sandwiches and no booze?

Quite a close-down as well Monday 22nd to January 5th.

I hate to think what a "simplified breakfast" consists of.

Note the (paying) Cafe Food Bar is full service

Shame your trip was not on Virgin they are operating full service on 22/23/24 Dec by the look of it.

 

[Tetchytyke]

Quite a close-down as well Monday 22nd to January 5th.

I hate to think what a "simplified breakfast" consists of.

Note the (paying) Cafe Food Bar is full service

TBH I expected it to be full service on 22 and 23 December, though when I saw it wasn't I kicked myself.

I think the day before Christmas I'll still be glad of the bigger seat and extra room, so it's not a disaster. I'll just make sure I collect the wine in advance

 

[ATF1]

I'm a bit confused about what to expect, foodwise, on the 9.30 Kings Cross to Edinburgh (weekday. November). The main East Coast website says full breakfast is served in first class until 9.30, but their timetable shows it being served if you board at Kings Cross. Does anyone know for sure?

Also, given that it doesn't arrive at Edinburgh until 14.15, is it safe to assume we'll be offered lunch off the all-day menu too? I don't want to appear greedy, but for health reasons I need regular meals so can plan on taking extra food if there's a big gap between breakfast and arrival.

And on the return journey back on a weekday, leaving Edinburgh at 12.30 (arriving KGX 16.51), do you get lunch + afternoon tea, or just lunch?

Thanks for your help

 

[ainsworth74]

I hate to think what a "simplified breakfast" consists of.

Based on last year it'll be a choice of bacon roll or porridge alongside a choice of toast, croissant or Danish.