[Closed] CrossCountry trains 1st class service, UTTERLY SH#TE!

Worth paying the extra for 🙄

The saving grace is work paid for the ticket, if it was my money I'd be bouncing off the walls by now

Oh, dear God - is the fizz warm, too ? 😯

Don't the people in first class know how to use a toilet? Or do they expect Jeeves to clean up after them?
You can't buy manners/ class etc etc...

Edit- on the plus side, I can't see any sh!te.

No such thing as first class on cross country. All they do is put headrest covers on a normal carriage and increase the fare x3. East Coast first class on the other, that's a great service

There is no fizz, there is no service full stop.

East Coast is what I've used before, guess I've been spoilt.

How to complain
http://www.crosscountrytrains.co.uk/customer-service/contact-us/complaints-handling-procedure

It was pretty good when I went on XC first class. Not as good as FGW but still good. Some of their trains just have a few slightly bigger seats, but some others have proper first class.

As for the toilet - is the guard supposed to be a cleaner? Someone could have just done that. If I were a guard I don't think I'd want to clean the bogs tbh.

didn't someone come and tuck you in before your snooze?

It doesnt matter who is paying for the ticket to travel, you expect staff, to be available to remedy the situation, and to provide drinks on a long journey, also the toilet should be locked out of use, until its made servicable.

Make contact with the so called train manager and make a formal complaint.

Welcome to the real world soft lad 8)

I got offered a meal when I was on XC first. I'd already eaten on the previous journey leg though 🙂

It doesnt matter who is paying for the ticket to travel, you expect staff, to be available to remedy the situation,

The staff probably expect the customer to act like an adult and not like a chimp when it comes to using the toilet. The guy who has been doing the drinks, good idea get him to clean the toilet then serve someone. Reality is the guy who can do anything about probably doesnt know you left it in that state.

I've just emailed customer complaints

Good evening

I'm writing this letter from the 1st class carriage of the 17.30 from Bristol Temple Meads to Leeds.

In the 2 hours since we left Bristol we have seen the 'hostess', I use the term loosely as it's a very young man with a poor Movember moustache and an ill fitting suit, once when he offered us a small cup of coffee and some biscuits, the sort of complimentary items you get in a Travel Lodge.

He is currently sat on the floor of the guard carriage.

I've also taken a trip to the nearest bathroom, via the standard class carriage, as the 1st class toilet had a hand written note informing me it was out of order, the picture below shows what I found.

[img] [/img]
/p>

All I can do is find humour in this whole sorry journey but frankly it's quite shameful.

I've also attached pictures of my tickets so you're certain this isn't a wind up, which interestingly have been checked by 3 separate inspectors, glad to see you're so thorough in checking we've paid for the service we are not receiving.

Sent from my iPad

i'm currently in first class on the East Coast service. Plenty of coffee, unlimited cakes and a clean shitter...can't complain

On the way down they even threw in a really hot eastern European lady called Rita to hand out the complimentary breakfast, but unfortunately shes not around today 🙁

Meanwhile somewhere overseas thousands of people are buried in mass graves.

Phwoar I like the sound of Rita

Your point Hora? Is that why the train's short staffed?

Is he referring to what happens to those who moan about their dictators glorious train services?

I'm currently in first on a Virgin West Coast service, and it's been great.

The biggest problem with first class on the XC Voyagers is they stink of the toilets, very unpleasant! Pretty surprised you actually saw fit to complain. You strike me as 'one of those people'.

Virgin are currently with the trains owners upgrading the toilets so they dont smell, according to the railway press.
oh and theyre going to have talking doors to tell customers to lock the door when using the bog

easier just to take the doors off, if people are stupid enough not to lock the door.

Njee20, also be sure the driver knows that when entering a bay platform, (dead end) 2 sets of red lights and the booking office and a bike rack in front of them, he knows how to apply the brake.

one driver today didnt and demolished the buffer stop, and a bike rack complete with bike, at Chester.

Virgin are currently with the trains owners upgrading the toilets so they dont smell, according to the railway press.

Virgin don't have many Voyagers left anyway, only the Holyhead services and a few WCML ones. Not such a problem on Pendolinos. Arriva acquired most of the stinky Voyagers with the XC franchise.

Njee20, also be sure the driver knows that when entering a bay platform, (dead end) 2 sets of red lights and the booking office and a bike rack in front of them, he knows how to apply the brake

Not at all worrying...

Oh! Just booked a ticket back from Leeds in a few weeks time with them, ah well it was only £5 more than 2nd class and the free drinks will come in handy.

They have one less voyager now as it hit the buffers at chester today. London Holyhead route. one also hit the buffer stop at Liverpool lime street a while ago as well.

yeh yeh, okay,....can we get back to this Rita chic! 🙂

1st Uncultured class ... 😆

Njee20, why would I be 'one of those people' for thinking there's something wrong with not getting the service you've paid for?

Given I was up at 4am to go to Bristol and figured a 1st class return journey would be a more relaxing, fed and watered, end to a long day should I not be pissed off that I actually got a pretty crap service? You strike me as 'one of those people' who likes to troll on forums but is actually a bit of a non event in real life.

CX First class is miserable - slightly worse than the old virgin voyager 1st class service.
The pendolino 1st class is usually excellent, and slightly better than the East Coast equivalent - although I prefer the east coast mallard rolling stock - nicer seats.
If you want ropey 1st class service , you should try one of the scotrail Aberdeen to Glasgae services full of returning off shore oil men. Cans of special brew at 8:30 on the morning anyone?

Only ever been cross country first class once London to Birmingham it was ok... I use East Mids trains to London first class quite a bit they are ok apart from the one time that there were loads of knobs who looked like they were from the apprentice. East Coast is my favourite service even if there trains are a bit older.

London Midlands is shite though....

Looks like you have been taken for a ride.

They should simply advertise it as other class rather than 1st class. Not worth the money IMO.

😮

I got offered a meal when I was on XC first. I'd already eaten on the previous journey leg though

You should've taken it and had it for lunch the next day 😉

This is the best 1st class experience I have had, London to Cornwall. Proper Silver service dining.

http://www.firstgreatwestern.co.uk/Your-journey/On-board/Pullman

You should've taken it and had it for lunch the next day

Good one 🙂

Have you had a reply yet? I use EMT and have never had any complaints, except when the WiFi was down

Link to the Chester mishap

http://www.skyscrapercity.com/showthread.php?p=109002314

Just an automatic reply so far, if it goes anywhere I'll let you know.

I've never travelled anywhere first class. Feeling out of my depth on this forum of big hitters.

Ok my two-pence worth. I travelled Virgin 1st class last week (at my expense). Yes the toilets are/were shit. They always are. Its a train that others wander into and they can't check them after every person has been in - literally it could have been the person before you.

Get over it. What are you looking for? What resolution do you want? Weird as you didn't even pay for the ticket so are at no loss.

My friend is in charge of East Coast train crews so she'll be happy you all rate them.

I always look for the 1st class tickets when I'm traveling somewhere, especially when i'm buying my super-saver-eight-months-in-advance-travel-on-a-tuesday-at-11:03-miss-it-and-it-costs-you-£300-to-get-home ticket

The coffee, wifi and comfy seats with legroom are worth that little bit extra cost

Firstly, who is that uses the toilets again? Oh yes, the passengers.
Writing a letter then slagging off the guard and make personal slights about him in what should be a factual complaint letter marks you out as "one of those people". So what that he's sat in the guards office, he's probably doing his end of shift paperwork. Would you prefer a reach around and a quick polish of your shoes?
Why did you use the toilet if there was a note saying it was out of use?

Voyagers are not the nicest of trains granted.

Don't hold you breath for a reply there sonny Jim, I'm still waiting for 3 refunds form Southern Trains dating back to Oct12. I held my breath for as long as i could but only managed 3mins tops.

1st on Southern is just a doiley resting on top of the dirty headrest, nothing more, no drinks, no biccies, naddda, now't.

And thier Customer Service is staffed by overworked couldn't give a toss types.

They once had a "meet the Managers" event on at London Bridge just before the Games last year, I went over to give them some stick but got embroiled in a scrumage to flatten the presentation decks and they ran oof into the ticket office.

Joke, and expensive joke thats what they are.

First world problem, and you've not even paid for it. I'm sure you'll survive.

Writing a letter then slagging off the guard and make personal slights about him in what should be a factual complaint letter marks you out as "one of those people"

This^^ no need for writing that in your email.

Bigjim, the photo is of the functioning toilet, not the out of order one.

Twoniner, the situation with the guard is an inherent part of the situation.

If someone who is paid to do a public facing job, in what is meant to be a premium service, and they look like a tramp, fail to inform us as to why there is an absence of things we paid to receive, then spends his time sat on a floor forcing passengers to visit him to get answers and doesn't once come out to say "sorry but...", then it's an issue.

If you think that's acceptable than you set your bar pretty low.

There was a handwritten note saying out of order on the toilet in 1st class you say?
You still proceeded to enter, found it in the state you show in the picture and complain.
Are you lacking in braincells?

Am I not making myself clear? the picture IS NOT the first class toilet that was out of order, it is the one that was open for public use, as I clearly stated before you commented.

You mention brain cells Iolo, use them to read and digest things before you post.

A personal slur about the fitting of some ones suit and the fact that he is growing a moustache for a worthy cause?

If I received a complaint email like that it would be immediately deleted.

Why would you use the term 'hostess' to, loosely or otherwise describe a male train assistant?

I travelled Virgin 1st class last week (at my expense).

Darkside, I used the term hostess in quotation marks because it's the term CrossCountry use on their website, which I visited before emailing them, when they describe their First Class carriage.

I used it loosely because, in my eyes, it's a word that conjures up images of service and efficiency, both of which were absent.

While I'm sure some of you are trolling me there are a number that seem to think this is perfectly fine and I should stop making a fuss; regardless of if I or my company paid for the ticket, if you got free holiday and the restaurant never had food and the pool was cold and filthy would you just walk away at the end and say "well, it was free"? I think not.

You must be great fun at parties Ben

Depends on the 'hostess' iolo

People aren't saying it's fine. They are taking exception to the manner of your complaint.

Molgrips, I genuinely think there's nothing wrong with the email, I basically highlight that dirty toilets, poor service and scruffy uninterested staff don't cut the mustard and I did it in a relatively light hearted fashion, senses of humours aside, I don't see the issue with it.

If I don't get a reply I don't really care, it passed the time on the journey, I'd like to think that whoever read at CrossCountry saw the humour in it and isn't as dour as the folk on here and you never know, someone might actually read and think "hey, it's not cool, we're selling a premium product and it's not living up to what we say it will be, let's up our game".

Humour in complaint letter is not the right way to go about it.

Straight and factual. Otherwise it comes across as patronising or just petty.

I'm in xc first class as i write.

Toilets are fine
I've had a coffee, a bag of crisps, a biscuit and a hot pasta dish (Marconi cheese, with chicken) all very nice actually.

Did you mention that the toilets were dirty?
If he was a host, then there may not be a risk assessment in place for cleaning of the toilets, coshh etc.
His job may be primarily to host first class instead of a train manager.

just asked for a coke, got TWO cans. incredible service

warton - Member

just asked for a coke, got TWO cans. incredible service
- See more at: http://singletrackworld.com/forum/topic/crosscountry-trains-1st-class-service-utterly-shte/page/2#post-5534317

Yes but did you get your Coke ?

Am I not making myself clear?

Molgrips, I genuinely think there's nothing wrong with the email, I basically highlight that dirty toilets, poor service and scruffy uninterested staff don't cut the mustard and I did it in a relatively light hearted fashion, senses of humours aside, I don't see the issue with it.

It didn't read light-hearted, it read nasty and mocking. We're not being dour, it really is your style that looks really snotty.

Maybe in person your complaint would have been taken as jest but without context, in a cold email it doesn't work.

Nothing really to add, Bigyinn nailed it, you come across as 'one of those people' because of unnecessary tone of your complaint, it doesn't read well, and reflects badly on you. It's also about your expectations as much as anything. You were offered a drink. Sorry it wasn't up to your standard, but he hardly came along and punched you. The toilet being out of order is one of those things, it's not clear from your OP that that toilet is nothing to do with first class, so that's a bit of a moot point IMO.

I'm signing off on this one as its obvious some of us just have a very different take on life.

Molgrips and Njee, given I say I can only find humour and go on to assure them it's not a wind up I would think it was clear that all the preceding words had an element of jest to them.

I obviously underestimated peoples sensitivities.

it's not clear from your OP that that toilet is nothing to do with first class

I've also taken a trip to the nearest bathroom, via the standard class carriage, as the 1st class toilet had a hand written note informing me it was out of order, the picture below shows what I found.

the photo is of the functioning toilet, not the out of order one.

Whatever you think the complains makes it clear what toilet looked liked that

i have no issue with the complaint

you are complaining are you meant to sound happy in it?

Junkyard, we simply must travel together, we'd have a ball 😀

as long as you pay 😉

Any response to your "humorous" e-mail then OP?

just asked for a coke, got TWO cans. incredible service

just asked for a coke, got TWO cans. incredible service

You asked for drugs and got beer? Shocking. truly shocking. I will never use that train service.
Yours
Keith Richards.

[pedant mode] no, i asked for A coke, not SOME Coke [/pedant mode]

back on topic....

Anyone spotted Rita on their travels this week? Keen for a second opinion.