Second class in "First Class" (National Express East Coast)

Member Name: Squizzabel

Product:	National Express East Coast
Date:	08/05/09 (164 review reads)
Rating:

Advantages: none

Disadvantages: poor service, poor value for money, poor communication

Wanted to write about the extremely poor level of service I received on a recent return journey between London Kings Cross and Newcastle.

Being several months pregnant, I booked myself some First Class tickets so that I could enjoy not only a better quality of train journey but also could relax before travelling in the First Class Lounges. I was surprised and embarrassed to find that my advance tickets were not eligible for entry to the lounges in either Kings Cross or Newcastle.

At Kings Cross, I was offered no explanation whatsoever but was merely told to go and sit in the other lounge. At Newcastle, I did at least get some sort of explanation and was handed a small card that explained the changes in ticket eligibility. However, no such information had been supplied when I purchased the tickets, which is very misleading.

To add insult to injury, the at-seat trolley service had a very poor service and by mid-way through the journey had no complimentary items left at all (except undrinkable tea and coffee). There were no sandwiches and barely any snacks to purchase either. Staff were clearly embarrassed at the situation and one even commented that she knew that it was not good enough.

I won't be bothering with First Class in future - this is a pathetic comparison to other rail companies (particularly Virgin) and does not measure up at all.

Summary: poor service, poor value for money, poor communication