First Weekend Upgrade complimentary snacks

[whole diary]

[LiskeardRich]

Upgraded to the Weekend First today on a service from Reading to Truro. When i went to the buffet to get a drink and crisps, i was told by the buffet staff that crisps werent a complimentary option. Anyone able to verify this, as FGW^▸ (First Great Western) website states,

Weekend First customers may benefit from the extra comfort that First Class accommodation offers, including complimentary refreshments of hot drinks, mineral waters, biscuits and crisps

EDIT I've deleted the exact service to  prevent staff identification!

[inspector_blakey]

Aah, this one rears its ugly head again! Lost track of exactly what FGW^▸ (First Great Western)'s weekend first offering is, but I think the problem probably arises because there are two different "streams" of products in the buffet - the complimentary stuff, which doesn't have to be accounted for, and the "saleable" stuff which does. The steward can't just have you a bag of crisps from the items on display because they are for sale only, but they should (?) have complimentary bags they can hand out. Sure I've had them before.

In my experience what you get offered for weekend first complimentaries varies hugely depending on the buffet crew. Some have been almost begging me to take more items away from the buffet (including stuff I never new was available because it's not advertised) and other time I've virtually had to crow-bar a pack of biscuits out of them. It really would be nice if FGW could make the weekend first complimentary items clearly advertised (at the buffet counter, even) and then make sure that a consistent level of service is provided.

[thetrout]

Yes they do offer Crisps on Complimentary WF.

AFAIK^▸ (as far as I know) the only thing that isn't available on a weekend is Fruit.

But quite often I am able to pick up: Nuts, Crisps, Fruitcake, Fruit (Weekday only), Danish Pastries, Olives (Yuck), Granola Square thingys and they did have those Frusli Bars but I haven't seen those in a while. My particular favourite was the Apple and Cranberry one (But would settle for Blueberry )

I'm not sure if the fruit juices are available at weekends though. I have seen people ask for orange juice and get given the whole carton, served in a Tea/Coffee cup with lid, or be told they don't have it.

Now I no longer work in a 9 2 5 job, I travel mainly during the week to visit clients rather than weekends.

[Maxwell P]

Not sure about the crisps. As the website advertises them, I will raise it next time I pass through the hallowed depot portals.

Deffo no fruitcake, fruit, yoghurt based snacks or newspapers for that matter.

[Andrew1939 from West Oxon]

One of our friendly Cotswold Line train managers often offers us freeby snacks (Muffins) on late evening services when the train is on its last run of the day. When asked if it was OK for him to give them away, he said once "but they will only be thrown away as they will be "out of date" by tomorrow".

[devon_metro]

I was under the impression that it was tea, hot chocolate, coffee, bottled water and biscuits!

[thetrout]

I was under the impression that it was tea, hot chocolate, coffee, bottled water and biscuits!

This is very true... IF you're not a regular FC^‡(resolve) passenger.

There is a saying in this... "If you don't ask, you don't get!" It's as simple as that really, because when I travel FC at weekends, If I ask for peanuts etc, they are given to me. If I don't I get biscuits instead. (But thetrout being the picky and perfectionist he is, will only accept Shortbread )

As I said in my other post, I know they don't have fruit on the weekends (Although you can get fruit in Paddington First Class Lounge on weekends AFAIK^▸ (as far as I know)) I also don't think they have the danish pastries on weekends.

[LiskeardRich]

I emailed fgw just to query the policy, and they responded very detailed, saying it varies dependent on the service. They said I wasnt entitled to compensation, which I didn't want, as i feel the 20 upgrade is a good fare just to sit in the first class carriages in Extra comfort. However there was a travel voucher enclosed for a future journey in thanks for my comments. I only emailed just for future knowledge on entitlement.

[Maxwell P]

Snippy snip snip

However there was a travel voucher enclosed for a future journey in thanks for my comments. I only emailed just for future knowledge on entitlement.

A likely story.

[LiskeardRich]

an extract from the letter explaining how the complimentary products work, my only comments could be perhaps they write on the advertisment the snacks are "whilst stocks last". It may already say this though.

There may be a simple explanation - such as the complimentary stock of crisps running out and only normal stock remaining. In such circumstances, our Buffet crew wouldn't be able to offer complimentary items from the normal type of catering stock.  I realise that it may sometimes seem as if the easy option would be to supply alternatives from the other goods we have on the train, but our very strict audit regulations make this impossible. Each buffet car has a specific amount of complimentary items that are not for sale. It also has its own specific stock for sale, which is not to be given away. So if we run out of items for sale we can't introduce items from the complimentary goods, and we can't top up complimentary goods with sale items. But, if this were the case, we'd certainly expect our Buffet staff at least to explain this in a polite and customer-focused way. So, we treat what you've reported with the utmost concern. The complimentary items are provided on a discretionary basis, being provided when-and-where they can, but not being inherent within the actual ticket cost. As such, there is no compensation due should we be unable to provide any complimentary refreshments for any reason