Topic overview
In brief
- A passenger upgraded to first class on an Avanti train expecting a hot breakfast.
- The train manager informed passengers that there would be no hot food due to staff shortages.
- The passenger received inadequate compensation for the lack of service provided.
Summary
In June, a passenger traveled from Edinburgh to Birmingham on an Avanti West Coast train, which took over four hours. Initially, the passenger had booked a 'standard premium' ticket but later upgraded to first class for an additional £77, expecting to enjoy a hot breakfast and drinks service. However, upon boarding the train, the passenger was informed by the train manager that there would be no hot food available due to a shortage of staff. This situation left many passengers dissatisfied, as they had paid for a service that was not delivered. The passenger received only a can of coke and a packet of shortbread instead of the expected meal.
The train operator later offered a 25% discount on future travel as compensation, but the passenger felt this was inadequate given the circumstances. Avanti argued that the passenger had still benefited from a larger seat and enhanced legroom, but the passenger pointed out that the same seats were available in the standard premium section. The dissatisfaction continued as the train operator increased the compensation offer to 50% off future travel, but maintained that they could not provide monetary compensation since meals and drinks were considered complimentary.