A passenger twice experienced a failure to receive advertised first-class amenities on Avanti West Coast trains, citing staff shortages as the reason for being denied hot breakfasts and meals. The customer, identified as D.F. from Birmingham, paid a £77 upgrade for a first-class journey from Edinburgh to Birmingham in June, expecting a hot breakfast. However, the train steward informed them that due to a lack of staff, only cold drinks and snacks were available. The passenger received a can of Coca-Cola and a packet of shortbread for breakfast. The onboard cafe was also closed when they attempted to purchase hot food.
Second Instance of Service Failure
A similar incident occurred in July on a mid-morning service from Birmingham to London Euston. The passenger had again booked a first-class seat and was informed by the train manager that no hot food would be served because of staff shortages. This second instance prompted the passenger to seek resolution.
Refund and Compensation Negotiations
Initially, Avanti West Coast offered a 25% discount on future travel, stating that while food was not served, the passenger had still benefited from a larger seat with enhanced legroom and a table. The passenger countered that the seats in first class were identical to those in standard premium, and they would have saved the £77 upgrade fee if they had known the service would be compromised. Avanti then increased their offer to 50% off future travel, but maintained that monetary compensation could not be provided as the meals and drinks were complimentary.
Investigation and Resolution
Consumer champion Helen Crane of This is Money intervened. Crane argued that the cost of the breakfast was implicitly included in the first-class ticket price. Following Crane's involvement and the notification to Avanti that the issue was being escalated, the company issued a full £77 refund for the initial upgrade. The passenger accepted this resolution.
Recurring Issue and Company Response
Despite the resolution, the same problem recurred on a subsequent journey from Birmingham to London in July. The passenger, who had paid £47.25 for a first-class ticket on a 9:12 am service, was again informed upon boarding that there would be no hot food due to insufficient staff to prepare it. This led to passenger dissatisfaction. Crane contacted Avanti West Coast again regarding the recurring issue. The train operator reiterated that refreshments were complimentary and that first-class passengers received a dedicated staff member in their carriage and access to first-class lounges. However, the passenger noted that the lounge at Birmingham New Street had been closed due to a lack of staff on a previous occasion.
Avanti West Coast issued an apology and a 50% off voucher for future travel, which the passenger accepted, anticipating it would be more valuable than the £47.25 ticket cost for an upcoming peak-time trip. An Avanti West Coast spokesperson stated, "We're sorry to hear of Mr F's experiences when travelling with us recently. We've been in touch with him to apologise and offer a gesture of good will."
The passenger expressed continued dissatisfaction, describing the apology as a "long waffling email" that downplayed the frequency of such occurrences. The passenger believes these issues are more common than Avanti admits.