London North Eastern Railway (LNER) First Class service

[HST Power]

You can get YP railcard discount on 1st advances, are you not eligible for one of those?

Probably. I'll have a look.

Though of course travelling London to Stevenage there is no Advances and you would not necessarily use East Coast.

I'd rather use EC than FCC. I don't mind waiting as they are quite frequent at my travel times.

 

[Butts]

May I ask what railcard? Would I be eligible for one? I've got a load of journeys coming up between London and Stevenage which will, inevitably, be with East Coast.

If you become a mature student - I have a 16-25 Railcard even though it's decades since I would have qualified for one by right.

No Guard has ever queried it though

 

[telstarbox]

deleted - wrong thread

 

[Butts]

First advance for journies wholly within the northern end of the network with a railcard are very very good value. I was able to get a first advance from Darlington to Edinburgh on the 0805 for £20 and I bought it about a week before travel.

Just out of curiosity I checked the "other end" for bargain fares.

I note in theory the cheapest Advanced 1st I could get for London to York was £13.20 (YP).

However there did not seem to be the same availability as on the "North-South" runs.

 

[marks87]

If you become a mature student - I have a 16-25 Railcard even though it's decades since I would have qualified for one by right.

No Guard has ever queried it though

Isn't there an assumption that if you have one, it's legit, because you need to jump through hoops at the application process?

 

[Butts]

Isn't there an assumption that if you have one, it's legit, because you need to jump through hoops at the application process?

Yes you can't apply online or get the three year one...

Still involves filling the form out and visiting the Station.

My daughters one is more like an ID Card than my rickety old thing - still it does the job

 

[marks87]

I got moaned at by a LU ticket office worker when I went to add my railcard to my Oyster. It was a ticket version and the expiry date had faded

He added the discount but suggested I get it re-issued. I duly did at King's Cross, before realising that I should have gone somewhere obscure, just to see if I got any funny looks from ScotRail guards when I returned north of the border.

Anyhoo...

 

[Butts]

I got moaned at by a LU ticket office worker when I went to add my railcard to my Oyster. It was a ticket version and the expiry date had faded

He added the discount but suggested I get it re-issued. I duly did at King's Cross, before realising that I should have gone somewhere obscure, just to see if I got any funny looks from ScotRail guards when I returned north of the border.

Anyhoo...

Mine has faded really badly - is this a design fault - it runs out in September so I haven't bothered doing anything about it

 

[ainsworth74]

However there did not seem to be the same availability as on the "North-South" runs.

No there isn't unless you're travelling off-peak you have to be quick of the mark to get the lower tiers of advances. I've travelled from London to Darlington at peak (with the full evening meal service) for £40 but you have to book quite a ways in advance to get that sort of price. Looking at next week you're looking at around £100 for an advance with railcard (still quite a saving on the £200 Anytime Single). So if you do venture all the way to Kings Cross I'd advise that you plan it twelve weeks in advance so as to get the fares as they come out (you can set up alerts with the EC website to help remind you when the fares come out).

 

[tsr]

I'd rather use EC than FCC.

I'd rather crawl on my hands and knees than use FCC.

(Caution: this applies to short distances only - otherwise a tube train or another TOC's train will suffice.)

 

[HST Power]

If you become a mature student - I have a 16-25 Railcard even though it's decades since I would have qualified for one by right.

No Guard has ever queried it though

Thanks, I can get one, had I already purchased a Railcard I could have had £10.50 off my single to Newcastle, so I would have made about a £20 saving on return.

 

[Butts]

No there isn't unless you're travelling off-peak you have to be quick of the mark to get the lower tiers of advances. I've travelled from London to Darlington at peak (with the full evening meal service) for £40 but you have to book quite a ways in advance to get that sort of price. Looking at next week you're looking at around £100 for an advance with railcard (still quite a saving on the £200 Anytime Single). So if you do venture all the way to Kings Cross I'd advise that you plan it twelve weeks in advance so as to get the fares as they come out (you can set up alerts with the EC website to help remind you when the fares come out).

Yes as I mentioned I've got a Newark Northgate to Edinburgh coming up (actual journey Lincoln to Falkirk) for me that was a dear one £30........

Have noticed EM is available on a few services ex York - that would be my best bet for a future EM experience

 

[bennorthyork]

Sorry if I've missed this elsewhere... Please can someone tell me what first class food is served on the additional Olympics trains Southbound, eg the 05.15 York - Kings Cross on 31 August. Is it the full breakfast? Thanks

 

[HST Power]

Sorry if I've missed this elsewhere... Please can someone tell me what first class food is served on the additional Olympics trains Southbound, eg the 05.15 York - Kings Cross on 31 August. Is it the full breakfast? Thanks

If you're going before 09:30am you should have this option, but as I'm sure others in the thread will testify its subject to availability. They might have the full English, they might not. Consistency is still an issue! When I travelled last week from Stevenage to Newcastle I got a Full English, but nobody got any hot food or drink from Peterborough.

Otherwise, there should be vegetarian/lighter options available.

 

[djkenrob]

Have to say, on the 18:00 ex KGX tonight to York had an excellent crew.
The hot option (trout) was not available as returned to RG as not up to standard but replaced with hot pie, potatoes and green beans which was very good. Cheese also in good portions with 4 pieces on the plate. Sorry, no photos. Four drinks runs between London snd York not all via the trolley either but coming through with wine bottles in hand, probably not really allowed but nice.

Must admit, the train is quiet for a Monday peak time, heard the steward report to the kitchen (sat in K) only 40 pax in total between all 3 coaches. Possibly helps to explain the great service but have to say again, crew very accommodating, wish all journeys were this good.

 

[Nym]

For an update on this, if it needs to be a new thread, sorry, but it's following on from this one.

Well, I emailed EC Customer services a few days back about special dietary requirements for someone on an Advance 1st and haven't heard anything back yet, would I be able to expect to hear anything back or is it a dead end to actually expect to hear anything from EC Customer Services?

Secondly, Advance 1st seems to have been worth it as a treat for my better half, only another 20 odd quid, but probably wouldn't get one again if I can't get dietary requirements sorted.

May I ask exactly what the request was for?

As mentioned by YorkshireRider, given the ongoing difficulty the company seems to have in its stock management, operations management and service delivery - to the extent that I believe the drinks trollies' wheels may only be insured to make three runs every five hours :roll: - I imagine any request for anything off the menu will be met with a firm "no".

If you want to know what maybe on the menu then go to page 191 of this thread (post 2852). If you have asked EC to load something they would not normally have on the menu to prepare for your better half then i think the answer will be no tbh.

I expect that you will receive a reply.
Each offering, thoughout all the changes and routine rotation, always includes a vegetarian option.
However, if the specific request you have in mind extends beyond that (e.g. vegan, halal, gluten-free) then it is extremely unlikely that there is the mechanism to arrange it or to implement it. But I would be interested to hear the terms in which the Company replies to your request.

Well, got a reply today from EC, wonderful as they are, spot the problems..

Freepost

RSRJ-LJCX-GHST

Plymouth

PL4 6AB

Tel: 08457 225 333

Email: [email protected]

Website: www.eastcoast.co.uk

Ref: EC-XXXXXXXX-XXX

Dear Mr Huskehfloof (Name Changed, check the avatar)

Thank you for your email received 28 July 2012 regarding your partner’s journey with us.

I understand that you would like to request specific catering items to cater to your partner who has specific dietary requirements. I regret this is not something we are able to provide. We do offer a small range of gluten free products but these are subject to availability. We would advise customers who have specific requirements to take their own provisions to avoid disappointment.

I also regret that it will not be possible to assist your partner through the barriers and on to the relevant service. All stations will have barriers and you will not be able to access through these barriers without a valid ticket. In addition to this we also need to ensure that the train dispatch procedure is not affected. As the train cannot be held before the scheduled departure time the automatic doors might also close leaving you on-board without a valid ticket. I apologise for any inconvenience this may cause your partner. I would however advise arriving at the station at least 20 minutes before your departure and see a member of station staff. They may be able to assist your partner on to the service if staff are available at the time.

Thank you for giving me a chance to explain. I look forward to welcoming your partner on board our service in the near future.

Yours sincerely


Ryno Stander

Customer Relations Advisor

East Coast

Well, the problems I'm noticing, starting from the top...

P2S1-3:
No asking what these requirements are at all, as it happens, a bacon sandwich, well within the capabilities of EC would be absolutely fine for him, but not requesting any further details is just irritating...

P2S4:
He will be, I'm making something for him and packing his supplements.

P3S1:
Last I checked on National Rail, Platform Tickets are available and when I looked them up, it says something of the likes of "There is no charge for accompanying a disabled passenger to the train."

P3S2:
Platform Tickets? I believe you can get one of these anyway...

P3S4:
1) Train cannot be held before the scheduled departure time? What?
2) What automatic doors? This is a service to Aberdeen so I suspect highly it will be slam doors...

P3S5-6:
I have already booked mobility assistance and this was mentioned in the original email to EC, evidently they have taken no notice of this, further to this, they won't be able to assist him to the train properly, this was explained in the message to EC that boarding a service alone is not a physical issue, so station staff cannot help here. Also, "If staff are available." Wonderful 'customer' service here.

P4:
I'm not looking forward to him being welcomed onto the service, from the sounds of this customer service department it won't be any kind of welcome. When I was sorting something similar with Transpennine Express, Northern and even G4S, I've never had any issues, ever...

So, anyway...

Would it be worth emailing back and taking this up to Passenger Focus as the person writing this email clearly isn't aware of the NRCoC, Platform Tickets, or even basic dispatch (Trains leave on or after departure time so it's not an issue holding it before departure time.).
Or should I give up and just go to the KX ticket office when I get there and get a platform ticket without any further persuit via Customer services?
Or will the ticket office not even sell me a platform ticket?

 

[Butts]

I'm on "The Breakfast Run" to Alnmouth in the Morning so I will ignore my reservation in M and blag a seat in K to ensure speedy service.

On the return leg I'm on the 1911 Ex Alnmouth which is the last "grub run" according to the timetable. Do the staff know they have people joining at which stations and will look out for me in M or shall I board by the Cafe and try and get a pew there so they see me getting on. It should be fairly empty as it will have "dumped" most px in Newcastle.

 

[calc7]

...Or should I give up and just go to the KX ticket office when I get there and get a platform ticket without any further persuit via Customer services?
Or will the ticket office not even sell me a platform ticket?

Horrendous company and I am praying Virgin wins that franchise.

I would be fairly confident that you will be able to accompany your boyfriend to the train on the day - the operational staff at Kings Cross are reasonable. Worst case scenario it's a single to FPK (which I would keep and write in with to obtain a refund).
--- old post above --- --- new post below ---

I'm on "The Breakfast Run" to Alnmouth in the Morning so I will ignore my reservation in M and blag a seat in K to ensure speedy service.

On the return leg I'm on the 1911 Ex Alnmouth which is the last "grub run" according to the timetable. Do the staff know they have people joining at which stations and will look out for me in M or shall I board by the Cafe and try and get a pew there so they see me getting on. It should be fairly empty as it will have "dumped" most px in Newcastle.

I would board in K to ensure you have to walk past the staff and engage them with a polite "hello". Don't hold out hope for your preference of food (or any at all!) remaining, but it's worth a try. The staff should be looking out for people joining but they seem much less efficient at this than those over on the West Coast.

 

[Butts]

Horrendous company and I am praying Virgin wins that franchise.

I would be fairly confident that you will be able to accompany your boyfriend to the train on the day - the operational staff at Kings Cross are reasonable. Worst case scenario it's a single to FPK (which I would keep and write in with to obtain a refund).
--- old post above --- --- new post below ---


I would board in K to ensure you have to walk past the staff and engage them with a polite "hello". Don't hold out hope for your preference of food (or any at all!) remaining, but it's worth a try. The staff should be looking out for people joining but they seem much less efficient at this than those over on the West Coast.

I'm not so bothered about food - a couple of scotches, a coffee and some biscuits will suffice. When I got on at Berwick once and actually sat in my proper seat they already had a packet of biccies on my table and quicly came around with the rest. Mind you that was a Saturday.

 

[Nym]

Horrendous company and I am praying Virgin wins that franchise.

I would be fairly confident that you will be able to accompany your boyfriend to the train on the day - the operational staff at Kings Cross are reasonable. Worst case scenario it's a single to FPK (which I would keep and write in with to obtain a refund).

Hows this for consistancy, I've just gotten another email from Customer services as it turns out I submitted it twice by accident.

East Coast Customer Relations

Freepost RSRJ-LJCX-GHST

Plymouth

PL4 6AB

Tel: 08457 225 333

Email: [email protected]

Website: www.eastcoast.co.uk



Ref: XX-XXXXXXX-XXX



Dear Mr Huskehfloof



Thank you for your Email received on 27 July 2012 regarding your partner’s journey.

Firstly, in order for me to respond to your first enquiry, I would appreciate if you could provide me with your partner’s dietary requirements.

Secondly, it is entirely at the discretion of the stations operational staff to allow you onto the platform to escort your partner to his seat.

Thank you once again for contacting us, I look forward to hearing from you.

Yours Sincerely

Daniel Overton

Customer Relations Advisor

East Coast

Now I'm thinking of replying to this guy and forwarding both of these onto Passenger Focus and the complaints department regarding their inconsistency.

 

[calc7]

I'm not so bothered about food - a couple of scotches, a coffee and some biscuits will suffice. When I got on at Berwick once and actually sat in my proper seat they already had a packet of biccies on my table and quicly came around with the rest. Mind you that was a Saturday.

Same principle applies to the booze when boarding at Alnmouth as I've seen them not make a run after the Newcastle one even with the "First Class" service advertised as continuing to Alnmouth.

Same goes as after Dundee, also on an northbound.

You might do well to have the paper timetable and the ECDF ruling in your armoury.
--- old post above --- --- new post below ---

Hows this for consistancy, I've just gotten another email from Customer services as it turns out I submitted it twice by accident.



Now I'm thinking of replying to this guy and forwarding both of these onto Passenger Focus and the complaints department regarding their inconsistency.

When did this arrive? Any chance somebody important read the awful first response on here?!

Your suggestion sounds like a good idea.

 

[Nym]

When did this arrive? Any chance somebody important read the awful first response on here?!

Your suggestion sounds like a good idea.

About 5mins before I posted it, I was busy waxing (furniture, not my legs!) and it came onto my phone...

It actually raised two tokens as I accidentally sent the request twice, good thing I did to be honest, but I will be tapping out a nice long email when finished to DOR Management, Passenger Focus and the DfT.

Good idea to do the complaints, or a good idea to reply to the guy?

Just finished a page and a half replying to the poor guy, at least he's actually taken the time to pay some concern to the matter, rather than simply saying "No, won't happen." If he is reading this forum, thanks

 

[calc7]

About 5mins before I posted it, I was busy waxing (furniture, not my legs!) and it came onto my phone...

It actually raised two tokens as I accidentally sent the request twice, good thing I did to be honest, but I will be tapping out a nice long email when finished to DOR Management, Passenger Focus and the DfT.

Good idea to do the complaints, or a good idea to reply to the guy?

Just finished a page and a half replying to the poor guy, at least he's actually taken the time to pay some concern to the matter, rather than simply saying "No, won't happen." If he is reading this forum, thanks

Oh, right. Well, it would be interesting to understand the quality checking procedures of customer service assistants' answers, and the turnaround time this occurs in.

Good to both IMO.

 

[Nym]

Considering I used to work in a contact centre for service enquiries, and between nearly four hundred of us we managed consistency by a series of layers and escalation, simple questions answered quick, more complex refer up, or learned. EC's customer service section can't be that big, unless they've farmed it out to an external company, and by the looks of things they have.

http://www.192.com/places/pl/pl4-6/pl4-6ab/

Simple searching shows that the Customer Service is either done by...

WHSmith, RedStar, Chestermark, SSP, King Struge, The BTP, Europcar, or First Group...

My feeling is that it's First Group...

Although FirstInfo is also showing up as a call centre...

And this is a dead giveaway that they have farmed it out to First Group...

First Great Western Aftersales Department
Floor 3
Intercity House
North Road
Plymouth
PL4 6AB

http://www.firstgreatwestern.co.uk/About-Us/Customer-services/Refunds

So any complaints correspondence will be heading to DOR rather than here...

 

[Butts]

Considering I used to work in a contact centre for service enquiries, and between nearly four hundred of us we managed consistency by a series of layers and escalation, simple questions answered quick, more complex refer up, or learned. EC's customer service section can't be that big, unless they've farmed it out to an external company, and by the looks of things they have.

http://www.192.com/places/pl/pl4-6/pl4-6ab/

Simple searching shows that the Customer Service is either done by...

WHSmith, RedStar, Chestermark, SSP, King Struge, The BTP, Europcar, or First Group...

My feeling is that it's First Group...

Although FirstInfo is also showing up as a call centre...

And this is a dead giveaway that they have farmed it out to First Group...

First Great Western Aftersales Department
Floor 3
Intercity House
North Road
Plymouth
PL4 6AB

http://www.firstgreatwestern.co.uk/About-Us/Customer-services/Refunds

So any complaints correspondence will be heading to DOR rather than here...

Shame it was not WHS or you would have been "well in"

 

[YorkshireRider]

Hello Nym, i would defo reply to the second guy who emailed you. Yes, unfortunatley the customer comments and complaints dept was farmed out to First in Plymouth when EC closed the Newcastle call centre, if you choose to phone,it will be an Indian call centre. I would be very surprised if any of the gateline staff at KX refused you entry, the ones i know are all pretty friendly. If it helps at all, the EC passenger charter has a message from MD Karen Boswell welcoming you to contact her about any aspect of the business you feel could be improved, the address is ;

Karen Boswell
Managing Director
East Coast
East Coast House
25 Skeldergate
York
YO1 6DH.

Hope your other half has a good trip.

 

[Nym]

Hello Nym, i would defo reply to the second guy who emailed you. Yes, unfortunatley the customer comments and complaints dept was farmed out to First in Plymouth when EC closed the Newcastle call centre, if you choose to phone,it will be an Indian call centre. I would be very surprised if any of the gateline staff at KX refused you entry, the ones i know are all pretty friendly. If it helps at all, the EC passenger charter has a message from MD Karen Boswell welcoming you to contact her about any aspect of the business you feel could be improved, the address is ;

Karen Boswell
Managing Director
East Coast
East Coast House
25 Skeldergate
York
YO1 6DH.

Hope your other half has a good trip.

Thanks, I will be contacting her shortly, was going to go to DOR, but this will do nicely.
--- old post above --- --- new post below ---

Shame it was not WHS or you would have been "well in"

Considering how I resigned from the company, I doubt it

 

[bnm]

Although FirstInfo is also showing up as a call centre...

And this is a dead giveaway that they have farmed it out to First Group...

First Info is no more. They do not, and never did, provide Customer Service to East Coast.

First Info was sold to Intelenet Global Services (IGS) and renamed Intelenet UK in 2010. Intelenet UK took over the FirstInfo sites in Plymouth and Fort William. East Coast transferred their Customer Service functions from National Express to IGS in February 2011.

IGS was bought by Serco in late 2011.

So, not farmed out to First Group. Any ire needs directing at Serco.

http://www.intelenetglobal.com/global_locations_UK.html

http://www.bbc.co.uk/news/uk-england-12505800

http://www.telegraph.co.uk/finance/...-Intelenet-to-expand-in-emerging-markets.html

 

[Blindtraveler]

@NYM, I'm disgusted as a fellow disabled passenger and even more so this is a state owned enterprise!
I have found the level of respect shown to those of us who find using the network a little challenging has dropped since EC was born so am not entirely surprised at this but in no way is it acceptable. A bacon sandwitch in the old days would have been easy but now with the new way I'd wager that half the new crews dont even know what a bacon sandwitch consists of, never mind how to make it! The old timers are great and Im sure would do everything possible.
As regards platform tickets, KGX are good with these in the unlikely event of gateline being a bit humpty.
I would take this as far as you can in the way of complaints. Good luck.

 

[Nym]

@NYM, I'm disgusted as a fellow disabled passenger and even more so this is a state owned enterprise!
I have found the level of respect shown to those of us who find using the network a little challenging has dropped since EC was born so am not entirely surprised at this but in no way is it acceptable. A bacon sandwitch in the old days would have been easy but now with the new way I'd wager that half the new crews dont even know what a bacon sandwitch consists of, never mind how to make it! The old timers are great and Im sure would do everything possible.
As regards platform tickets, KGX are good with these in the unlikely event of gateline being a bit humpty.
I would take this as far as you can in the way of complaints. Good luck.

Don't worry, I will be...

I'm half expecting to need to use this phrase on the day, "You don't need to be in a wheelchair to be disabled!"

Not going into what it is but trust me, he is...

It's the accompanyment aspect that is annoying me the most, this is the easiest thing to accommodate(!)