digitaltoast
Member
- Joined
- 19 May 2008
- Messages
- 132
Here's an odd one - the background is contained in the letter I wrote to XC
And here's the reply:
Now, I'm not going to make a big issue over £6, but out of my own interest, I called XC, and the conversation went like:
"Hi, can all passengers get the complimentary refreshments."
"If you have a first class ticket, yes"
"Oh, but I have a letter that says they are complimentary".
"Yes, for first class".
"As part of the service then?"
"Yes"
"So these are something that are paid for?"
"Yes"
"Doesn't complimentary mean free, though?" (At this point I was starting to confuse myself!).
"It's part of the first class service".
"Ok, thanks, bye".
I'm not sure I learnt much more from that; but this does bring about a bit of an oddity. If, as sold, a premium product is a package of items and some of those items are not provided, isn't that something trading standards should be interested in?
Now, before anyone gets too excitable, of course, I'm not going to do that over £6. But it did make me wonder - what's the point of the ticket then?!
At least I now know to save my £6 as it's better spent in conjunction with my Bite card and a visit to Upper Crust than on the copy of The Times and mouthful of warm Coke!!
This was the first time I chose to travel first class as the difference was only £6 (£18 vs £12) more, so I calculated that the benefits provided by first class (sandwiches etc) would be good value for money. The seat was a secondary consideration.
However, when I went to collect my refreshments, I was told:
"Sorry, but those are retail sandwiches, they forgot to give us any complimentary sandwiches at Reading and we can't give retail sandwiches out".
She then gave me a WARM thimble-sized can of Coke. Although the person herself was polite and apologetic, I can't help thinking there is something wrong with this procedure.
Aside from the tiny can of Coke being WARM (ugh!), the reason I am writing is because I feel that if someone messed up, that is not my fault and I should not be penalised for it.
If a procedure breaks down and no complimentary sandwiches are available, they should be able to give out retail sandwiches - if there is a small loss on the retail side, this can surely be accounted for by the lacking procedure?
I'm not asking for a full refund, of course, just the difference between the first and standard class fare (or even a voucher to upgrade the next same journey to first, or an XC food voucher for £5 perhaps?).
And here's the reply:
Thank you for getting in touch about your journey.
I am concerned we didn't offer our complimentary refreshments service when you travelled with us recently. I understand how annoying this must have been and thank you for letting us know.
Although things can sometimes go wrong this service is something you've every right to expect. We clearly let you down this time and I am sorry. However, all refreshments are complimentary so I am afraid that on this occasion I am unable to offer you a refund. But, we do follow it up when we hear that we've not given our customers the service we should. So I will certainly speak to the manager responsible for this area.
Now, I'm not going to make a big issue over £6, but out of my own interest, I called XC, and the conversation went like:
"Hi, can all passengers get the complimentary refreshments."
"If you have a first class ticket, yes"
"Oh, but I have a letter that says they are complimentary".
"Yes, for first class".
"As part of the service then?"
"Yes"
"So these are something that are paid for?"
"Yes"
"Doesn't complimentary mean free, though?" (At this point I was starting to confuse myself!).
"It's part of the first class service".
"Ok, thanks, bye".
I'm not sure I learnt much more from that; but this does bring about a bit of an oddity. If, as sold, a premium product is a package of items and some of those items are not provided, isn't that something trading standards should be interested in?
Now, before anyone gets too excitable, of course, I'm not going to do that over £6. But it did make me wonder - what's the point of the ticket then?!
At least I now know to save my £6 as it's better spent in conjunction with my Bite card and a visit to Upper Crust than on the copy of The Times and mouthful of warm Coke!!