Crosscountry first class catering changes (April 2018)

robbeech · 8 May 2018

The absolutely crucial point in my post was the ‘in practise’ bit. The new menu gives excellent ideas of the new hot food offerings but in practise, in reality, when you’re actually on a train and ask for it, they don’t have any. This is (according to staff) due to the new menu and them not having hot food on that train. Staff on the train say to passengers in first class “there is only hot food available on a few trains now”.
Even on one of the 5 services per day Monday to Friday that they’re booked to have the new hot food, they “didn’t have any hot food”.
You used to be able to get things like soup throughout the day on any train (not just selected ones) and that isn’t available now.
So in practise, actually on the trains themselves rather than what the menu and advertising says is IS a step backwards.

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221129 · 8 May 2018

robbeech said:
The absolutely crucial point in my post was the ‘in practise’ bit. The new menu gives excellent ideas of the new hot food offerings but in practise, in reality, when you’re actually on a train and ask for it, they don’t have any. This is (according to staff) due to the new menu and them not having hot food on that train. Staff on the train say to passengers in first class “there is only hot food available on a few trains now”.
Even on one of the 5 services per day Monday to Friday that they’re booked to have the new hot food, they “didn’t have any hot food”.
You used to be able to get things like soup throughout the day on any train (not just selected ones) and that isn’t available now.
So in practise, actually on the trains themselves rather than what the menu and advertising says is IS a step backwards.

This is simply not true.

robbeech · 8 May 2018

221129 said:
This is simply not true.

In what way is it not true?

Is it not true that there are only 5 services per day with the new hot food offering?

Is it not true that the other hot food stuff (like paninis etc) are only available on some services (likely not as low as 5)?

A couple of weeks ago over the course of 7 days of which 2 can be ignored (weekend) I caught around 20 XC services on runs between Newcastle and Birmingham (not all full distance trips) and there was no hot food available on any of them. This wasn’t me asking all the time as some of my journeys were short. This is from someone requesting a panini or something else and anything warm in the food department wasn’t available on any. I assume that it was particularly bad luck but I’m interested to know if the smaller hot food options are supposed to be available on all services or if they too are limited to just some.

221129 · 9 May 2018

robbeech said:
Is it not true that there are only 5 services per day with the new hot food offering

Correct but you said we were talking about the Hot sandwich choices.

robbeech said:
Is it not true that the other hot food stuff (like paninis etc) are only available on some services (likely not as low as 5)?

Hot Sandwiches are available on most services (apart from early morning and late evening services)

robbeech said:
A couple of weeks ago over the course of 7 days of which 2 can be ignored (weekend) I caught around 20 XC services on runs between Newcastle and Birmingham (not all full distance trips) and there was no hot food available on any of them

I find this extremely hard to believe, and if it is actually the case it os something that needs to be raised. Could you provide some examples and dates so it can be looked into? By PM if you'd prefer.

Chrism20 · 9 May 2018

To be honest I’ve been pleasantly surprised with the new XC offering. I think over the last three weeks I’ve used XC seven or eight times and only once I have been told that there was something that wasn’t available. IIRC that was a week past Monday between Newcastle and Edinburgh at 1035 and there were no bacon baps although the service had came from Birmingham and the only calling point left was Dunbar. We were also advised that we could choose from either the breakfast or rest of the day menu on that journey as it overlapped from breakfast to early lunch which I felt was a good idea.

My only complaint is there is too much onion in the pasta salad. Overall the quality is good enough and there is plenty of choice.

I should point out though that most of my journeys have originated in Edinburgh so there is more chance of full availability there than further down the line. I know they can restock at various stations but as the food is perishable and the service is new it’s a guessing game with numbers. Once they have some proper data they should be able to forecast stock requirements better.

Talking of stock requirements are the hosts now required to take their iPad through the carriage with the trolley and log what they are serving? I’ve noticed most of them are now doing this and seem to be noting the seat numbers when they are serving. I’ve also had the order taken on the iPad and then the order brought to the table. If the system is live this should also help with restocking moving forward.

Graham H · 13 May 2018

221129 said:
Sorry when you said hot option I thought you were talking a hot meal. Hot sandwiches should have been available.

No problem, I realised after that I wasn't specific enough. Asked XC why the sandwich service was limited on the southbound journey and non existent on the way back but just got a standard 'see our website for offerings' response with no apology so despite the fanfare it seems like the service remains pot luck and somewhat dependant on the staff and inventory on board. The general impression I get from this thread is that its consistency of an advertised offering that's needed rather than any mythical headline enhancement.

Graham H · 29 May 2018

I finally got a response from XC and its much as expected. Of course I understand they have limitations but for heavens sake how can nothing other than tea and biscuits be available when you board a train from its initial departure point. I wonder where these strategically placed catering points are....anyone know ?

XC response was I can confirm that we would like for our catering service to operate as planned however, like all food and drink on-board the catering service is subject to availability, which is stated on our menus. As we are limited to the amount of refreshments we can store on-board our train, the availability of complimentary beverages are dependant on demand. We have strategically placed catering depots along our network so we are able to restock during on route.

XC like Virgin hides behind the complimentary statement I think, As its not specifically paid for, its tough luck if there isn't anything available. My personal view is that if you plaster the 1st class page with all sorts of bonuses then a passenger has a reasonable right to expect them as part of the uplift in cost between standard and first.

221129 · 29 May 2018

Graham H said:
I finally got a response from XC and its much as expected. Of course I understand they have limitations but for heavens sake how can nothing other than tea and biscuits be available when you board a train from its initial departure point. I wonder where these strategically placed catering points are....anyone know ?

XC response was I can confirm that we would like for our catering service to operate as planned however, like all food and drink on-board the catering service is subject to availability, which is stated on our menus. As we are limited to the amount of refreshments we can store on-board our train, the availability of complimentary beverages are dependant on demand. We have strategically placed catering depots along our network so we are able to restock during on route.

XC like Virgin hides behind the complimentary statement I think, As its not specifically paid for, its tough luck if there isn't anything available. My personal view is that if you plaster the 1st class page with all sorts of bonuses then a passenger has a reasonable right to expect them as part of the uplift in cost between standard and first.

What time of day and day of the week was it? Also where was the journey from and to?

Graham H · 29 May 2018

221129 said:
What time of day and day of the week was it? Also where was the journey from and to?

Southbound on a Monday at 11:43 from Oxford to Southampton (just a cold sandwich option) and northbound from Southampton at 17:46 on a Wednesday. Their menu has a list of 'afternoon and evening' sandwiches but no indication if the service of food stops at some point though I would suggest evening would easily cover my journey back to Oxford so shouldn't be after any closing time for catering

KoalaKandy · 4 Aug 2018

Anyone have any idea whether this has been implemented any further. Maybe I've just been unfortunate but the past couple of journeys between Plymouth and Bristol (Afternoon and Evening) I was offered one drink a few minutes after boarding and then the host just sat down in a first class seat for the rest of the journey, no biscuits offered, felt rude to ask for food, so just sat in silence and enjoyed the views. Oh and to top it off, got rammed by the trolley while getting up to get my bag, partly my fault for not looking behind me when I got up, but no apology for being hit pretty damn hard.

Got another journey on the 12:25 upcoming in a few weeks hopefully this one will be more plentiful.

On a side note, I wish hosts wouldn't neglect customer service duty and slouch in a FC seat for the whole journey, only ever seen it on XC never on VTWC.

route101 · 4 Aug 2018

Anyone know if the service is enhanced or the same on the HSTs?

221129 · 5 Aug 2018

route101 said:
Anyone know if the service is enhanced or the same on the HSTs?

It's the same....

DDB · 24 Aug 2018

I'm on the 18:08 from Edinburgh. I had the chicken pie which was very tasty, well presented and had a generous amount of chicken in a really decent portion size.

However I only got it because I specifically asked the host if there was any hot food and I had the last hot dish available although there were also bacon sandwiches and tuna panini.

I would be tempted to choose cross county over Lner to get a proper sized meal except that I have no confidence there would actually be any available.

DDB

Graham H · 28 Nov 2018

DDB said:
I'm on the 18:08 from Edinburgh. I had the chicken pie which was very tasty, well presented and had a generous amount of chicken in a really decent portion size.
View attachment 51512
However I only got it because I specifically asked the host if there was any hot food and I had the last hot dish available although there were also bacon sandwiches and tuna panini.

I would be tempted to choose cross county over Lner to get a proper sized meal except that I have no confidence there would actually be any available.

DDB

Yes service does continue to be patchy and staff reluctant to offer. Journey yesterday Oxford to Southampton host 1 asked if a drink was required but a request for food was met with sorry we haven't any. Host 2 came round near Winchester which seemed surprising considering we were close to journey end for the train and not only did I get a coffee but she went off and got me a sandwich. Possibly came from the catering trolley but at least she had enough customer service sense to go and find one for me.

voyagerdude220 · 19 Dec 2018

Sorry to bump this thread, but I'm curious to find out whether anyone has used the improved catering offer on Cross Country?

I notice their website says that quite a few more services are offering hot meals now, compared with when they were first introduced.

I'm guessing the meals are just microwaveable ready meals, unless Cross Country has installed an oven onto their 220/221s, similar to what Virgin have put in the First Class galley on their 221s.

221129 · 19 Dec 2018

voyagerdude220 said:
Sorry to bump this thread, but I'm curious to find out whether anyone has used the improved catering offer on Cross Country?

I notice their website says that quite a few more services are offering hot meals now, compared with when they were first introduced.

I'm guessing the meals are just microwaveable ready meals, unless Cross Country has installed an oven onto their 220/221s, similar to what Virgin have put in the First Class galley on their 221s.

You'd guess correctly.

221129 · 19 Dec 2018

Graham H said:
Yes service does continue to be patchy and staff reluctant to offer. Journey yesterday Oxford to Southampton host 1 asked if a drink was required but a request for food was met with sorry we haven't any. Host 2 came round near Winchester which seemed surprising considering we were close to journey end for the train and not only did I get a coffee but she went off and got me a sandwich. Possibly came from the catering trolley but at least she had enough customer service sense to go and find one for me.

Or more likely sandwiches were delivered at Reading?

Graham H · 2 Jan 2019

221129 said:
Or more likely sandwiches were delivered at Reading?

No, I did look out for a change in catering trolley but nothing new loaded at Reading.

221129 · 2 Jan 2019

Graham H said:
No, I did look out for a change in catering trolley but nothing new loaded at Reading.

Which train was it out of interest?

Mitchell Hurd · 26 Jan 2019

I'm sorry to slightly change the subject but it's laughable that on XC's JourneyCheck, it says for the 11:00 Glasgow to Penzance service that 'Catering is not available between Newcastle and Plymouth' - it should be between 'Newcastle and Penzance' as XC don't have catering to / from Plymouth and Penzance.

Thankfully I'm not on that train but no food for over 7 hours is insane in my opinion - I'd rather a delayed train (not excessively though) and catering than on time and no catering! What if someone had a medical condition and needed food at short notice. Not everyone has the time to bring their own food and drink onboard.

And the worst part is XC probably won't acknowledge they're running amongst the longest uk direct trips - no wonder people prefer LNER than XC on the East Coast Mainline.

If XC didn't want to delay the train for what 20/25 minutes so that they could provide food then that says it all. This is the thing, there's too much obsession with time keeping and not a lot of care to passengers. Sorry but there is.

XC on weekends I notice had problems with catering reliability.

bb21 · 26 Jan 2019

Timekeeping is customer care. It is not acceptable to delay a train for a substantial period of time solely to allow a catering trolley to board. Customers plan their journeys according to the advertised timetable, so delaying a train inconveniences everyone. 20-25 minutes is a long time to waste under any circumstance.

Anyone with an absolute need to have access to food at all times will need to take personal responsibility and carry a reasonable quantity of supplies with them in order to cover all eventualities, as things can go wrong in life for all sorts of reasons.

221129 · 26 Jan 2019

Mitchell Hurd said:
I'm sorry to slightly change the subject but it's laughable that on XC's JourneyCheck, it says for the 11:00 Glasgow to Penzance service that 'Catering is not available between Newcastle and Plymouth' - it should be between 'Newcastle and Penzance' as XC don't have catering to / from Plymouth and Penzance.

Thankfully I'm not on that train but no food for over 7 hours is insane in my opinion - I'd rather a delayed train (not excessively though) and catering than on time and no catering! What if someone had a medical condition and needed food at short notice. Not everyone has the time to bring their own food and drink onboard.

And the worst part is XC probably won't acknowledge they're running amongst the longest uk direct trips - no wonder people prefer LNER than XC on the East Coast Mainline.

If XC didn't want to delay the train for what 20/25 minutes so that they could provide food then that says it all. This is the thing, there's too much obsession with time keeping and not a lot of care to passengers. Sorry but there is.

XC on weekends I notice had problems with catering reliability.

When will you stop with the drivel that you continue to post?

yorkie · 29 Jan 2019

Mitchell Hurd said:
Thankfully I'm not on that train but no food for over 7 hours is insane in my opinion - I'd rather a delayed train (not excessively though) and catering than on time and no catering! What if someone had a medical condition and needed food at short notice. Not everyone has the time to bring their own food and drink onboard.

I would imagine anyone in such a position would have their ticket validated for travel on later services and compensated for the delay. This will be cheaper for the company than delaying the train as most people joining such a service will be doing short hop journeys.

PeterY · 30 Jan 2019

Because I don't drink (my choice and no other reason) the amount of alcohol I've turned down, to some must be criminal but I make sure I get more than my fare share of tea and other health giving foods

.
Once the day light hours increase I must try C.C.'s new menu.

Crosscountry first class catering changes (April 2018)

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