More Gatwick Express Woes

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hungry

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Hey Everyone

Well last week I took the family on the Gatwick Express. At least this time the train was running and was on time.

However I had decided to treat them all to First Class.

Therefore I was disappointed when it was apparent that there was to be no at seat refreshment service.

It was only a one unit (5 coach service). About 10 minutes into the journey when the trolly hadn't arrived I went looking for it. It wasn't anywhere on board.

Last time I did 1st on the Gat Ex we was able to purchase alcoholic drinks and got free hot drinks/waters from the trolly with some light snacks.

I assumed that these were still available, as when booking (and still as checked just now at the Gat Ex website) it states:

What are the benefits of travelling First Class on your services?
In our First Class coaches you will have:

A complimentary copy of The Telegraph
Large comfortable seats
Tables to work from
At seat refreshment service

This train service is officially a disgrace!

Should I write to them complaining? Is there any point even???
 
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theironroad

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It's only 30 minutes...

If the lack of refreshments was important to your journey, then tell them. I'd imagine they might send something good goodwill if you are reasoned and polite. (I'd imagine lack of a trolley is not covered by any delay repay type scheme, so it would be a good will thing only), so ask nicely.
 

tsr

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Between the parallel lines
Services operated by GTR, in this case including Gatwick Express ones, do not offer any sort of trolley service. The contract was ended last year, and from a PR point of view the news came very abruptly.

It is well worth complaining about incorrect information, but sadly there appears to be little chance of a wholesale comeback of the trolleys.

GTR realised that most passengers would be far better off being able to use their money to buy food and drink before travel, on what are mostly relatively short journeys. Many people had already worked this out anyway. And thus trolleys (and, more regrettably, their staff) were dispensed with.
 

theironroad

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Services operated by GTR, in this case including Gatwick Express ones, do not offer any sort of trolley service. The contract was ended last year, and from a PR point of view the news came very abruptly.

It is well worth complaining about incorrect information, but sadly there appears to be little chance of a wholesale comeback of the trolleys.

GTR realised that most passengers would be far better off being able to use their money to buy food and drink before travel, on what are mostly relatively short journeys. Many people had already worked this out anyway. And thus trolleys (and, more regrettably, their staff) were dispensed with.

Oh yes, I forgot that gatex was with southern now gtr and that fiasco last year of giving staff a few days notice their jobs were going.
 

bb21

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You, sir, are a mug, even if these offerings were still on.

But seriously, probably best to lodge a complaint with them regarding the incorrect information.
 

talldave

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If you're going to email there's no point. They'll take 3 weeks to reply and totally ignore what you write - emails are answered by idiots who can't read and randomly copy/paste from a list of irrelevant answers.

And if you're hoping they'll fix the website, dream on. That's the responsibility of another bunch idiots who don't even know which trains an off peak ticket is valid on. It's been wrong for years.

It's GTR, they don't give a toss about customers and don't care that their website is misleading.
 

CheesyChips

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If you're going to email there's no point. They'll take 3 weeks to reply and totally ignore what you write - emails are answered by idiots who can't read and randomly copy/paste from a list of irrelevant answers.

And if you're hoping they'll fix the website, dream on. That's the responsibility of another bunch idiots who don't even know which trains an off peak ticket is valid on. It's been wrong for years.

It's GTR, they don't give a toss about customers and don't care that their website is misleading.

Which muppet is in charge of awarding franchises then? :)
 

physics34

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its a shame these dont have a trolley service and i think first class should entitle you to a free hot drink and a paper, but they must not be making any money otherwise there would be one. There are many places around victoria or gatwick to get a cuppa these days.

oh and just wait for the first class on the 387/2s!
 
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HMS Ark Royal

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No point in it really, hungry. As my learned colleagues have mentioned before me, the service was discontinued.

I am curious about one thing - was it was a single copy of The Telegraph for your entire family or a copy for each member?
 

sarahj

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No point in it really, hungry. As my learned colleagues have mentioned before me, the service was discontinued.

I am curious about one thing - was it was a single copy of The Telegraph for your entire family or a copy for each member?

There is a pile of them on the luggage rack, it's a help yourself thing.
 

yorkie

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GTR removed all their trolleys a while ago.

The claims on the website are false (along with other claims which I won't go into now)

Report them to the ASA!
 

gimmea50anyday

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To be fair, if they are advertising a service which was withdrawn sometime ago then they can be done for false advertising, especially if you chose to use a service because of the facilities offered at the time of purchase. (This doesnt just apply to trains, but also to hotels, shops etc) However, this could also be a case of the service wasnt available on this particular train due to staff unavailability or a fault with the trolley. I, of course have no idea which is true as Im not local to that route!

Write in by all means. This would clarify wether the lack of facilities was unique to this train or if it was across the network. If enough people write in that would show that there is a demand for the service they may reconsider. Thats what I have always told my pax when they complain about lack of catering between York and Newcastle, I understand now when the new franchise kicks in that catering will be extended across the TPE network and on the Northern Connect services
 

talldave

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Which muppet is in charge of awarding franchises then? :)
Some civil servant or other? But what does that have to do with GTR's utter contempt for its customers? Other TOCs awarded franchises by the same civil servants do a much better job.
 

physics34

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Some civil servant or other? But what does that have to do with GTR's utter contempt for its customers? Other TOCs awarded franchises by the same civil servants do a much better job.

As said in another thread, why didnt the DfT stipulate in the first place that Gatwick Express should have a certain spec of first class and a trolley service, theyve got the right to do that.

I sort of dont blame govia for not caring......all they are is an administrative money making machine although the negative PR they seem to constantly be getting should force them to improve things for the customer.
 

Tetchytyke

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although the negative PR they seem to constantly be getting should force them to improve things for the customer.

London Midland's had negative PR for ten years and it is getting worse, not better. The only thing GoVia's directors care about is the big stack of reds in their back pocket.
 

Tetchytyke

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Other TOCs awarded franchises by the same civil servants do a much better job.

I can't think of any management contract which does a "better job". We have Serco ripping people off in the north, we have GoVia ripping people off in the south, First ripping people off in the west and we have Virgin ripping people off on the west coast. None of them seem to give a tiny little stuff about their passengers.
 

gimmea50anyday

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Some civil servant or other? But what does that have to do with GTR's utter contempt for its customers? Other TOCs awarded franchises by the same civil servants do a much better job.


Its not the whitehall muppets to blame for poor performance. Thats down to bad management of the TOC. After all, other franchises run by the same owning group can and do perform differently.
 

theironroad

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No point in it really, hungry. As my learned colleagues have mentioned before me, the service was discontinued.

I am curious about one thing - was it was a single copy of The Telegraph for your entire family or a copy for each member?

Hopefully there are copies of the Guardian too, or maybe Morning Star.... :)
 

berneyarms

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Gatwick Express have removed the reference to at seat refreshments on the main first class page, but I would imagine that they inadvertently missed the reference on the FAQ section of the website.
 

ExRes

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Whether they should or shouldn't have a trolley on Gatwick Express services I know not, what I do know from 15 or so years of using them is that on anything approaching a busy service you would be able to obtain a hot drink just in time to leave it on the train or carry it through the underground/airport
 

feline1

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Which muppet is in charge of awarding franchises then? :)


Probably a civil servant who went to Eton and gets driven everywhere by a chauffeur anyways :lol:

GTR removed all their trolleys a while ago.

The claims on the website are false (along with other claims which I won't go into now)

Report them to the ASA!


Actually, 'Trading Standards' would be a better bet (or whatever they're called these days).

The Advertising Standards Agency are for regulating adverts in the media,
whereas this is a company's own website, describing the services it offers - as such it more constitutes them failing to provide what you paid for. And god knows, first class isn't cheap!
 

IKB

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The journey is only 30 minutes long....Victoria is full of retail outlets, as it Gatwick.

You're lucky to have had a five car 442 with 2+1 seating in first, as shortly it will be Class 387s where the first class is indistinguishable from standard.
 

Llanigraham

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Probably a civil servant who went to Eton and gets driven everywhere by a chauffeur anyways :lol:




Actually, 'Trading Standards' would be a better bet (or whatever they're called these days).

The Advertising Standards Agency are for regulating adverts in the media,
whereas this is a company's own website, describing the services it offers - as such it more constitutes them failing to provide what you paid for. And god knows, first class isn't cheap!

Most Civil Servants who deal with these matters are lowly paid Clerical Officers who probably went to the local comprehensive school, and can only just afford to live. Perhaps you need to drop the vitriol from your postings and do some research about things.

And I'm still trying to understand the relevance of the last 2 paragraphs!!
 

sheff1

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As said in another thread, why didnt the DfT stipulate in the first place that Gatwick Express should have a certain spec of first class and a trolley service,

Whilst I am in favour of onboard refreshments for long distance services, I see no reason at all to have trolleys on a journey of 30 mins running between two locations with a huge range of catering outlets on site at both ends.
 

coupwotcoup

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Back in the day, a crowd of us did regular fag runs to France on the Hovercraft...only took 33 minutes but you'd be surprised at how many vodka and oranges one could consume in said period.
Can't remember the record (not me) but it was pretty awesome hic...
 

island

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Actually, 'Trading Standards' would be a better bet (or whatever they're called these days).

The Advertising Standards Agency are for regulating adverts in the media,
whereas this is a company's own website, describing the services it offers - as such it more constitutes them failing to provide what you paid for. And god knows, first class isn't cheap!

The Advertising Standards Authority considers a company's website to be one big advertisement and will be happy to consider that type of complaint.
 
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