FGW 1st Class - ongoing discussion of the benefits and their apparent reduction

[whole diary]

[Phil]

The traveling chef does a lot more than toasties, and if you are in 1st it is served on a plate with cutlery at seat. I don't know where you get the idea it's not (oh hang on, I just noticed, it's opinion, not facts you are dealing in  )

Hmmm. Last time I ordered a bacon and egg buttie it came in a polystyrene container with a plastic fork - certainly not a proper plate and some way from what I'd consider a full set of "cutlery"

I've also more than once witnessed "customer hosts" sending passengers to the buffet to order themselves, particularly at busy times, which hardly counts as at seat service.

As it happens I travel First Class at least once a week and have done for over a decade, so I for one at least am dealing here with facts rather than opinion.

[broadgage]

The last two times I used the travelling chef service in first class, no at seat service was offered, the only hot food was toasted sandwiches, served in a cardboard box.
I appreciate that this is not allways the case, but it does happen frequently.

I once got a decent steak sandwich, served on a plate at the table, however the usual traveling chef service appears to be what used to be called a hot buffet.
Nothing like a proper Pullman restaurant.

And when table service is provided, orders appear to be taken only one or two at a time, with no more taken until these have been served.
If say a dozen customers want a snack, the last ones wait an hour.
When a proper restaurant is provided, 20 or more orders are taken at once, and served more or less together, suprisingly quickly with an experienced team, and almost allways to a very high standard.

[Super Guard]

I heard from a reliable source that the Friday wine thing had gone, and also confirm the reasons about people taking cans of coke etc away with them as the reason why they've gone.

[Mookiemoo]

I heard from a reliable source that the Friday wine thing had gone, and also confirm the reasons about people taking cans of coke etc away with them as the reason why they've gone.

Very simple solution, customer hosts hands over can of coke, and pops the top at the same time

No need to throw the baby out with the bath water

[devon_metro]

I heard from a reliable source that the Friday wine thing had gone, and also confirm the reasons about people taking cans of coke etc away with them as the reason why they've gone.

Must admit, i've done that before, however the trolley failed to show between Plymouth and Tiverton, where I wished to alight...

[Mookiemoo]

And sometimes at seat service is somewhat lacking - take this morning

On the train at WOS^» (Worcester Shrub Hill - next trains) - "two waters and some ice please."  The usual, I'll get the ice next time I'm in the buffet.  No worries.

By honeybourne, trolley passes down again - "any idea where the ice is?"  - I'm busy I'll get it later

By Charlbury - "you know I'd really like to drink these before I get to Reading, have you found the ice yet?"

Comes back from buffet - "I'm sorry, all the ice has melted"

He didnt react well when I suggested had he got it over an hour ago when first asked it might still be semi solid.  His excuse was, he was busy - 1st class was only 1/2 full until oxford!

[thetrout]

I travelled XC^▸ (Cross Country Trains (franchise)) a couple of months back, I placed an order for a cup of tea... 30 minutes later... No Cup of Tea

Infact, had it not have been for the fact the toilets in FC^‡(resolve) weren't working which resulted in me walking through the TCC to get to one, I probably wouldn't have got the tea at all! Fortunately on my return to FC, a tea was waiting for me in the TCC

[Mookiemoo]

As regards the above, I'm not going to defend laziness.  I know how it should be done, and how I wouls do it. I'm not going to defend sloppy, lazy staff, as they give the good staff a bad name. All I can say is, if you are not happy with the service in 1st class, complain to the company - no point in taking it out on the TM^‡(resolve) or the CH.  Eventualy, if the same names or routes figure often enough, certain people will have to justify their performance, both CHs and their managers. 

Some CH's are great, some are a waste of oxygen (bit like passengers really!  )

I do not think I have ever taken anything out on the CH or TM - the tone got lost in the typing.

It was not said angrily more sardonically - sadly I do not think the CH had the wit to work out what I meant.

And I have complained to the TC^‡(resolve)

[thetrout]

As regards the above, I'm not going to defend laziness.  I know how it should be done, and how I wouls do it. I'm not going to defend sloppy, lazy staff, as they give the good staff a bad name. All I can say is, if you are not happy with the service in 1st class, complain to the company - no point in taking it out on the TM^‡(resolve) or the CH.  Eventualy, if the same names or routes figure often enough, certain people will have to justify their performance, both CHs and their managers. 

I agree 100% with that, Normally I get an absolutely fantastic service from the CH's and TM's. Some of them even remember how I like my drink, which IMO^▸ (in my opinion) is exceptional customer service, bearing in mind the amount of pax they serve on a daily basis!

I personally have never taken my temper out on a staff member for a delay or similar, Having a go or shouting at people doesn't solve anything. It's not like it's the staff members fault...?!

Some CH's are great, some are a waste of oxygen (bit like passengers really!  )

[John R]

Back to the original subject, gave feedback to the On Board Services Manager today as I prepared to alight at Swindon. Said how disappointed I was at the removal of cans and asked why. Simple answer - financial. No mention of people taking too many.

She neatly moved the conversation around to what I thought of the rest of the changes, to which I replied that I was really disappointed that Burts crisps had been replaced by the fiery salt and black pepper ones that leave a taste in your mouth long after you've left the train. She admitted there was divided opinion on those (ie most people hate them, which is what a couple of CH's told me) . Maybe, by having less popular one, they'll give out fewer, thus saving even more money.

Ironically, in the latest on board magazine, there's a full page advert for Burt's crisps, highlighting the range that is no longer available in the buffet, since they've also been replaced by the new make. How's that for planning. You can just imagine it."Will you advertise in our magazine?" "Oh go on then". Next week,"Sorry, thanks for the advert, we've dumped you."

Hope Burts got their money back.   

[woody]

Heard from sources within FGW^▸ (First Great Western) that the standard Weekend First upgrade is to replaced by a tariff based on distance similar to Crosscountry.ie starting from ^25 Penzance/Paddington reducing with distance.Any truth in it.

[Sprog]

Yes, they have also changed the way the staff upgrade system is structured.

[vacman]

I'm glad that the Pullmans are going, it takes up to 5 staff to run and it runs at a major loss! a couple of months back the down "Hind" was short formed with no coach "H", an unfortunate situation, however, the Restaurant was still laid up and people with first class tickets in "F" who did not want to eat were asked to move to standard as the FC^‡(resolve) was full, so in the end there were STANDARD passengers sat in "F" who wanted food and freeloaded their way to Cornwall long after the restaurant had finished and First class passengers sat in "E"! The new travelling chef menu is far more appertizing and cheap!

[Mookiemoo]

I'm glad that the Pullmans are going, it takes up to 5 staff to run and it runs at a major loss! a couple of months back the down "Hind" was short formed with no coach "H", an unfortunate situation, however, the Restaurant was still laid up and people with first class tickets in "F" who did not want to eat were asked to move to standard as the FC^‡(resolve) was full, so in the end there were STANDARD passengers sat in "F" who wanted food and freeloaded their way to Cornwall long after the restaurant had finished and First class passengers sat in "E"! The new travelling chef menu is far more appertizing and cheap!

So how do Virgin manage it

[willc]

By only serving at-seat food to first class passengers, and including it in the ticket price. Since Pendolinos arrived, standard class can only get buffet food, not a sit-down meal.

And I don't think anyone has ever made much money out of on-train catering. If the service covers its direct costs, that's seen as about the best you can expect. It's usually just regarded as part of providing a good customer experience. For the time being, at least in first class, Virgin still see it that way - like an airline meal. National Express clearly don't, or believe it was costing them too much and FGW^▸ (First Great Western)'s decision is probably common sense, if these two West Country trains account for the overwhelming share of the full-service meals they were selling.

For the rest of its commuterised network, Travelling Chef looks a better bet. Just hope that they actually get the promotion of it right at long last, after several years of pretty half-hearted efforts.