Virgin Trains TR - London To Manchester 13 Feb 08
Posted: 09 Aug 2008, 12:20Virgin Trains is indeed a strange one. So many aspiritions to greatness, so many disappointments. Here I compare what they say about their product with the reality I experienced. Although the trip is months old, I want to practice trip reports so I hope you can indulge me. I don't intend all my reports to be as negative!
FIRST CLASS LOUNGE - Euston
The 'First class' lounge at Euston is laughable. Uncomfortable seats, the only newspaper available was the awful Daily Express and some METROs! METRO is distributed free of charge throughout London!
The snacks were fruit cake, chocolate muffins and shortbreads. This was at 900am in the morning. No croissants or anything remotely breakfasty. We asked for cold drinks, and there was orange juice from concentrate, and asked for ice. 'No. There's no ice', said a man at the counter without lifting his head from what he was doing or making eye contact. It was a relief when the platform was announced, as uncomfortable as the seats were, at least we could sit, unlike at the concourse at Euston.
VIRGIN TRAINS PENDOLINO
Wider seats that standard - yes. But some of the seats don't have any view, while a luggage rack is placed in front of a big window half way down the carriage.
There's also something odd about the smell on the train. Oh yes, it's the toilets. And the table is dirty. Crumbs from a previous journey and discarded sugar sachets. It's nice to feel special. At least there's a few newspaper, The Times this time - something readable! The audio channels don't work. And indeed haven't on previous and subsequent journeys.
SERVICE & BREAKFAST
On to the on train service - again, Virgin Trains need this kicked into touch. (The food isn't that bad, and the ticket inspectors are fine but everyone else... oh dear)
I was on a breakfast service train, and was looking forward to a nice full breakfast.
My order was taken and I was asked 'Do you want ketchup or anything?', and as she noted my order her little finger extended and a sachet suddenly dropped from her hands to the table - I know it doesn't sound much but when it happens it feels mildly insulting. Like she couldn't even be bothered to place the sachet on the table. And then she walked off. I was almost laughing it was so disdainful.
Breakfast was served, not only on a plate, but also on the table, the armrest and the carpet. Which they then walked in. Remember - this is '1st' class. A request for more toast was met with two slices dropped on to plate which sent crumbs flying. And walked away before I could ask for more butter.
Finally, further into the journey, we were offered an alcoholic drink. A Bloody Mary was made with so much tabasco to make it undrinkable. When asked for more tomato juice, this was provided, but then the 'stewardess' assumed I wanted more tabasco in and again emptied about half the bottle into it!
The feeling I get is that Virgin Trains staff have not been taught, or have no desire to interact with passengers. They were to get that breakfast out and the drinks service done as fast as possible so that they could... do something else less boring instead?
Even at 49.50 for the journey I felt ripped off.
And the sad thing is, most of the above could have been tweaked to provide a nicer on board experience. The tables are set up for a breakfast service, so why not include some sachets of sauces there? The drinks - why not ask how much tabasco I wanted (some people give you the bottle so that you can do this yourself), just take a few seconds more to place the extra toast on my plate without dropping it from a height. I wonder if staff realise how their seemingly minor actions come across.
I'm repeating myself now, but the staff I encountered (with the exception of the ticket inspector) were definitely motivated by something other than service. It was like they couldn't bear to be doing their job.
I really should have emailed to complain but this was months ago now. Blimey, I sound like a whinger... I'm not really! Honest!
FIRST CLASS LOUNGE - Euston
Virgin Trains Website
As a First Class traveller, you can relax in the quiet, stress-free environment of our First Class lounges, with free hot and cold drinks, snacks, daily newspapers and electronic departure information.
The 'First class' lounge at Euston is laughable. Uncomfortable seats, the only newspaper available was the awful Daily Express and some METROs! METRO is distributed free of charge throughout London!
The snacks were fruit cake, chocolate muffins and shortbreads. This was at 900am in the morning. No croissants or anything remotely breakfasty. We asked for cold drinks, and there was orange juice from concentrate, and asked for ice. 'No. There's no ice', said a man at the counter without lifting his head from what he was doing or making eye contact. It was a relief when the platform was announced, as uncomfortable as the seats were, at least we could sit, unlike at the concourse at Euston.
VIRGIN TRAINS PENDOLINO
Virgin Trains website
First Class is the way to travel in style, with wider, reclining seats and more space to work. Each seat has a table and a power point nearby for your laptop or mobile phone. If you'd prefer to sit back and relax, you've got a choice of up to 14 channels on your at seat audio with complimentary headphones. On weekdays, our experienced onboard team will look after you, offering complimentary drinks and food, as well as a free newspaper.
Wider seats that standard - yes. But some of the seats don't have any view, while a luggage rack is placed in front of a big window half way down the carriage.
There's also something odd about the smell on the train. Oh yes, it's the toilets. And the table is dirty. Crumbs from a previous journey and discarded sugar sachets. It's nice to feel special. At least there's a few newspaper, The Times this time - something readable! The audio channels don't work. And indeed haven't on previous and subsequent journeys.
SERVICE & BREAKFAST
Virgin Trains website
Available on services commencing between 09.00 and 11.00
Get the day off to a great start with a delicious breakfast. Opt for a hearty cooked breakfast or a lighter option such as a bakery basket or fresh fruit. Other great choices include smoked salmon and scrambled eggs or a freshly prepared toasted sandwich. Enjoy your breakfast with a hot cup of fresh tea or coffee or a chilled fruit juice.
Drinks served throughout your journey are complimentary.
Alcohol is available from 11.00am to customers aged 18 years and over.
On to the on train service - again, Virgin Trains need this kicked into touch. (The food isn't that bad, and the ticket inspectors are fine but everyone else... oh dear)
I was on a breakfast service train, and was looking forward to a nice full breakfast.
My order was taken and I was asked 'Do you want ketchup or anything?', and as she noted my order her little finger extended and a sachet suddenly dropped from her hands to the table - I know it doesn't sound much but when it happens it feels mildly insulting. Like she couldn't even be bothered to place the sachet on the table. And then she walked off. I was almost laughing it was so disdainful.
Breakfast was served, not only on a plate, but also on the table, the armrest and the carpet. Which they then walked in. Remember - this is '1st' class. A request for more toast was met with two slices dropped on to plate which sent crumbs flying. And walked away before I could ask for more butter.
Finally, further into the journey, we were offered an alcoholic drink. A Bloody Mary was made with so much tabasco to make it undrinkable. When asked for more tomato juice, this was provided, but then the 'stewardess' assumed I wanted more tabasco in and again emptied about half the bottle into it!
The feeling I get is that Virgin Trains staff have not been taught, or have no desire to interact with passengers. They were to get that breakfast out and the drinks service done as fast as possible so that they could... do something else less boring instead?
Even at 49.50 for the journey I felt ripped off.
And the sad thing is, most of the above could have been tweaked to provide a nicer on board experience. The tables are set up for a breakfast service, so why not include some sachets of sauces there? The drinks - why not ask how much tabasco I wanted (some people give you the bottle so that you can do this yourself), just take a few seconds more to place the extra toast on my plate without dropping it from a height. I wonder if staff realise how their seemingly minor actions come across.
I'm repeating myself now, but the staff I encountered (with the exception of the ticket inspector) were definitely motivated by something other than service. It was like they couldn't bear to be doing their job.
I really should have emailed to complain but this was months ago now. Blimey, I sound like a whinger... I'm not really! Honest!