London North Eastern Railway (LNER) First Class service

[Butts]

Yet previously (for the same price as the current crop of tickets) you used to be able to order hot rolls and such like from your seat to be delivered from the buffet.

Indeed the fare has not reduced but the fayre definitely has

 

[ainsworth74]

It would appear that consitant delivery remains an issue. Two weeks ago on the 08:56 Darlo - Kings Cross I recived toast and breakfast and then later on in the journey another piece of toast. Today on the 08:56 toast and breakfast no issue however when I asked for another piece of toast later on I was told "the offer is only available once". So which is it and why are we rationing toast!?

 

[Butts]

It would appear that consitant delivery remains an issue. Two weeks ago on the 08:56 Darlo - Kings Cross I recived toast and breakfast and then later on in the journey another piece of toast. Today on the 08:56 toast and breakfast no issue however when I asked for another piece of toast later on I was told "the offer is only available once". So which is it and why are we rationing toast!?

Looks like the paucity for alcohol distribution is extending to other areas of the operation....

What would happen if you asked for two eggs

With regard to the toast they did have the nice little glass jars for the marmalade when I went ....credit where it's due

 

[snail]

On the way down dont sit in your reserved seat or if you do remove the reservation, if they ask well its up to you (you could always be breaking your journey and heading to Kings X later). It will only be bacon toastie or porridge at that time though. Should be fine going back as it is over 70mins due to the padding because Newcastle is where the train finishes. A bit stupid how you could be refused the offer on a scottish service but get it on a Newcastle terminator, but there you go:roll:

I forgot to report on my experience:

Newcastle-York: Fresh bacon buttie delivered 14 minutes after leaving Newcastle. I was on my 2nd coffee by then. 9.5/10, only because they forgot to stop with the milk for the second cup!

York-Newcastle. Pathetic. Offered coffee on leaving York, and a twin pack of biscuits. Staff spent the rest of the time clearing up. No trolley, not even a coffee refill. The buffet was open until Durham and still serving hot snacks. A generous 2/10. I am asking EC to explain how that fits in with their publicity.

 

[YorkshireRider]

York-Newcastle. Pathetic. Offered coffee on leaving York, and a twin pack of biscuits. Staff spent the rest of the time clearing up. No trolley, not even a coffee refill. The buffet was open until Durham and still serving hot snacks. A generous 2/10. I am asking EC to explain how that fits in with their publicity.

Let us know what response you get, will be intresting to hear how they explain that, not your problem that the service you were on has padding between Durham and Newcastle. Also there is no 70 min rule on drinks anyway.

 

[amcluesent]

Mediocre experience on the Lincoln run out of KGX.

I was on advance FC allocated seat M8 so would have been last for everything! As they removed all the reservation slips about 15 mins before departure (no explanation why), I nipped up to L proto.

Even so, I only just got served some sarnies as we were slowing for PBO. Those in M didn't sniff the food trolley by PBO.

Rickety service to go with rickety EMT stock!

 

[DaveNewcastle]

I was on advance FC allocated seat M8 so would have been last for everything! As they removed all the reservation slips about 15 mins before departure (no explanation why), I nipped up to L proto.

Whaaaaat??? I'm shocked!
Do you mean to say that when you get an EC reservation in first, which, just like everyone else, will be in 'M', that you actually sit in 'M'? Along with everyone else with a reservation? And as far as you can get from the kitchen?
Why?

My reservation is always in 'M'. And so is everyone else's.
But I never (almost never) sit there though, its much quieter (and closer to the all-important kitchen!) further up. Always. ANd I've never been on such a busy train that it matters where I sit (despite what lots on here say). I often travel in or near the peak and have only 3 - 10 other pax in the whole coach - as long as I avoid 'M'.

(I'm reminded of an old joke that it would be rude to accept an invitation.
We could consider that it would be rude to sit in the allocated seat reservation!)

 

[Bungle73]

I have an EC FC reservation on Monday and I'm not in M.

 

[Marton]

Let us know what response you get.

This was the response I got after a comment on the service [my emphasis]:

I am sorry to learn that the quality of our complimentary food and drink service did not meet your expectations. We aim to provide a wide range of high quality products for our customers and I was therefore concerned to read your comments.

From the details you gave, I am not sure whether you informed staff at the time regarding your dissatisfaction. If ever you feel our goods are not up to standard it is helpful if customers inform staff about their dissatisfaction. This then gives us the opportunity to fully check standards and put things right on the day.

I have taken note of the points you make and will ensure that they are made known to the people responsible for making improvements to our catering services.

With the introduction of any new service we understand there may be lessons for us to learn. I would like to assure you we are working hard to resolve these as quickly as possible. We know that people are let down and disappointed when, for whatever reason, we fail to deliver. The development of our First Class complimentary food and drink service is a key part of our business plan and we know we will fail in our aspirations if we cannot deliver this reliably for our customers.

I would like to assure you that a great deal of work has gone on at all levels within our organisation to ensure we deliver a high quality service our customer. We are determined to get this right and we are grateful to you for taking the time to write and let us know about your experience.​

I await the outcome of the lessons learnt.

 

[Greenback]

It seems to be taking a while to learn these lessons, but then I suppose they have had quite a lot!

 

[Blindtraveler]

if we had a fiver for every time that response is quated here we'd all be able to afford a nice restaurant meal, accept, o no, the restaurants gone!

 

[Bungle73]

OK, I just had my first experience of East Coast First Class on the 12:30 Kings Cross to York. Came round shortly after leaving KGX offering tea or coffee - I had some coffee. Then shortly after that they came round to take food orders; I ordered the Ham Hock Salad. Then they came round with drinks; I had some red wine. Food came about 40 or so minutes after KGX; very nice, if not vey filling. Then more coffee, then more wine! I give them 10/10.

The only downside was that about half way into the journey some woman came into the carriage with a dog and a toddler, who kept crying, and the dog kept wandering up and down the isle!

 

[rmt-driver]

Two glasses of wine for a journey of over two hours....

Almost as bad as my 3 glasses for my 4hr20 journey from hell!

 

[Bungle73]

Since I'm not an alcoholic, and I didn't drink the wine very fast, I didn't require any more. I did have two cups of coffee as well, and could have had a 3rd (but it was near too near to York I felt), so I don't feel I was hard done by.

 

[YorkshireRider]

I give them 10/10.

You cant say that on this thread! Come on, there must be something to moan about

 

[rmt-driver]

I don't think wanting more than 2 glasses in a journey over 2 hours makes you an alcoholic !

 

[Bungle73]

You cant say that on this thread! Come on, there must be something to moan about

Well I don't know what the FC was like before so I have nothing to compare it with, plus what I'm used to is Southeastern Standard Class, so anything better than that gets the thumbs up from me.

I don't think wanting more than 2 glasses in a journey over 2 hours makes you an alcoholic !

I'm not a big drinker. I didn't have an empty glass or cup for long so that did me. There's only so much liquid you can consume at once.

 

[ainsworth74]

Not surprising that someone travelling at lunchtime would give EC high marks (I would) because that's not where the issue really lies. For me it's with the evening meals northbound and the total lack of any southbound.

 

[Marton]

OK, I just had my first experience of East Coast First Class on the 12:30 Kings Cross to York.

I give them 10/10.

Thats great, at 1230, but not when you have been at work all day and have to be in London the next day. A hot meal seems a reasonable expectation to me as, after arriving in KX at 2100 and then going to my hotel, it is too late to eat.

I don't have an issue with breakfast, the daytime options (during the day), the nortbound evening meal option is quite reasonable, but offering the daytime daytime menu southbound in the evening is not appropriate.

 

[Butts]

I don't think wanting more than 2 glasses in a journey over 2 hours makes you an alcoholic !

2 Bottles would be more appropriate.....

Suprised the complainant didn't get a voucher of some sort ...this is what Virgin normally do. £10 National Rail Voucher from my experience.

 

[StrollerEd]

traveling North on FC EC.

enjoyed generous helping of salmon with veg and pots. reasonable glass of white

had to wait until York for second - but both were generous

 

[Blindtraveler]

any details on this catering review promised to take place this month? What, other than restaurants do wel all want to see?

Il start the ball rolling by saying firstly a dinner service on 3 or 4 southbounds from EDB including the 14.52 from ABD. Also, scrap the rap current h6t optiös and replace with a few more, ur, conventional things - tuna pasta bake, saussage roll and salad, things like that. Also there are stil consistancy issues.

 

[ainsworth74]

For me I would like to see all day offer stay mostly the same but with some slight less strange hot options would be good (I mean just what on earth is beetroot risotto anyway! ) but otherwise for afternoon or evening (19:00 onwards) travel I think it's perfectly acceptable. Breakfast can remain as is but I would put the full breakfast offer until 10:00 rather than 09:30 as present.

My main area to make changes is definitely the evening meal service. Firstly introduce an extra option to the menus so there are three meals on each menu with two meat based and one veggie. Secondly increase the portion size slightly, the salmon I had recently was all right but still a bit underwhelming compared to the at-seat dining portions. Finally the number of services offering the evening meal to be increased. All Northbounds between 16:30 and 19:00 to offer it along with following from Edinburgh: 16:30 (as far as York), 17:00 and 17:30 (as far as Newcastle) as well as the 16:25 and 17:25 from Newcastle and the 16:45, 17:15 and 17:45 from Leeds.

That's what I'd like to see and I will be curious to hear what EC have come up with...

 

[Blindtraveler]

agree with you Re hot options ainsworth, whats wrong with tomato pasta or something like that a? on breakfast, make it 10.30, baring in mind you can get a fryup in a supermarket café til nearer half 11!

funilly enough it took me til this week to try the breakfast and thought it was fabb baring in mind your on a train and they had round 30 of them to turn out quickly. Im personally not bothered Re the baked beans as I like mine done till there nearing solid anyway, something most places accept my local wetherspoons fail at!

 

[marks87]

...firstly a dinner service on 3 or 4 southbounds from EDB including the 14.52 from ABD.

I fully endorse this suggestion, provided it's put in place by next week, which is when I'll be using that particular service

 

[Blindtraveler]

now come on, this is great britain, and what makes it great is the time we take to do things!

 

[Essexman]

More trains with hot food.
More choice.
More normal & less poncy food.

And bring back the burger!

 

[All Line Rover]

For those who are annoyed about not being served enough wine, why don't you just travel Standard Class and buy a bottle from Tesco before boarding?!

 

[Butts]

For those who are annoyed about not being served enough wine, why don't you just travel Standard Class and buy a bottle from Tesco before boarding?!

Or even better why don't East Coast visit Tesco before departure and ensure they have enough product to meet the demand for the advertised service.

 

[scotsman]

Any idea what EC would serve in first on the 1800 ex-Perth to Aviemore? The website delivers no hints at all - but hopefully I'll get a fair bit, it's usually quiet and I picked the seat nearest the kitchen!