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First class customer service is appalling.
Author Name: Stranger Days
Advantages: Sometimes you get really good customer service and it's a very pleasant trip!
Disadvantages: Sometimes you really don't!
I travel first class on virgin trains regularly and find the service is extremely patchy. Today for example, as soon as the train set off, the waitress (or whatever they're called on a train) came to offer me a choice of 2 sandwiches and she later brought one to my seat. No trolley service at all. For my complimentary drink, only water was available, no hot drinks as advertised online. I didn't see the serving staff for the rest of the journey, except for my trip to the shop car for a cup of tea, the staff were all in there sitting and chatting. This is usual, but it only seems to occur when the staff from Liverpool are serving. I'm making an assumption here, but I'm guessing the poor service happens because these staff know they can get away with rushing through a minimal token service in the first 10 mins of the journey, and then spending the rest of the trip socialising with their colleagues.
There's a couple of really aggressive guys on the first class Liverpool staff too, who I've seen get very nasty with passengers and so I'm too scared to complain to them.
There was one occasion when I took my ticket to the shop & asked if I could get complimentary tea from there, as noone had brought any round in first class. The first class staff were sitting at the counter there chatting. The guy serving in the shop poured me a cup of tea, but then the serving guy from first class stopped him and shouted at me in a pretty aggressive way, and told me I couldn't have my tea. The guy behind the counter poured it away! That was ridiculous!
Anyway, I wouldn't advise paying for first class, chances are you'll get the lazy staff, and you'll have to buy your own drinks & food anyway.
Summary: Patchy service, and some really awful staff