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“Please help me persuade East Midlands Trains to consistently provide catering services on long routes” – Mike Cain

Description

Mike Cain

It seems a gamble on a four hour plus journey cross country as to whether ther will be food and drink on the train. Even if flagged that a trolley service will be provided, it might not be and even when there it might have no food - particularly on the return leg. Take food and by sure the trolley will be there, but arrive prepared to use the service, and it wont be there. Even when there is no food provided, the trains stop at stations with catering outlets. Can these not be used to order ahead

Problem History

  • 1 Mike Cain reported the issue on FixMyTransport. close 12:57 31 Aug 2011
  • 2 Mike Cain wrote to East Midlands Trains close 12:57 31 Aug 2011

    Here is the letter that Mike Cain wrote.

    Catering Gamble

    The route from Stockport to Norwich is served by frequent trains. However, the journey is 4.5 hours and whether it has a catering trolley or not is a gamble.
    I'm told that some routes are fined if the trolley s missing but others not. So where a company has a trolley cancelled on a 'fined' route, it switches one from another 'unfined' route.
    I do not understand why additional catering supplies cannot be obtained from the catering outlets that the train stops nearby but not long enough unless the food is ordered ahead - like it is in India. We have the technology but seemingly not the will.

  • 3 East Midlands Trains Feedback responded to Mike Cain close 13:05 31 Aug 2011
    Thank you for your feedback. This has been forwarded to the Customer
    Relations team at East Midlands Trains. If you have requested a reply, we
    hope to get back to you within the next 10 working days. You'll definitely
    receive a response within 20 working days though, as per our Passenger's
    Charter.

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 4 Get in Touch responded to Mike Cain close 11:28 02 Sep 2011
    Ref: 292709

    Dear Mike Cain

    Thank you for your email.

    Please be assured that your comments regarding our service have been passed
    to the relevant team. If you would like to contact us directly with any
    feedback about our service, please email the team at
    [East Midlands Trains problem reporting email]

    Kind regards

    Customer Relations
    East Midlands Trains

    Tel: 08457 125 678 (Option 5, then 3)
    Fax: 0845 6010988
    Email: [East Midlands Trains problem reporting email]

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 5 Get in Touch responded to Mike Cain close 13:29 06 Sep 2011
    Ref: 292709

    Dear Mike Cain

    Thank you for your email regarding your travel with East Midlands Trains, I
    am sorry that you have encountered a problem with our service.

    Firstly, I apologise for the occasions that you have travelled between
    Nottingham and Norwich and catering has not been available on the train.
    We always try to make sure that we offer a full trolley service, if it is
    not available it is usually due to staff shortages (caused by sickness or
    late notice leave). Although we have recently encountered some difficulties
    with available staff to cover any shortfalls, a recent recruitment drive
    should ensure that these instances are greatly reduced.

    I also note the difficulties you have encountered with the assistance
    provided at Nottingham. Usually this works very well; can I ask if help was
    booked in advance of travel?

    I look forward to hearing from you soon.

    Kind regards

    Nara Burne
    Customer Relations Manager

    Tel: 08457 125 678 (Option 5, then 3)
    Fax: 0845 6010988
    Email: [East Midlands Trains problem reporting email]

    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addresses. If you have received this email in error please notify the East Midlands Trains IT Department on 44 (0) 1332 262210.

    Company Name: East Midlands Trains Limited
    Registered Address: Friars Bridge Court, 41-45 Blackfriars Road, London, SE1 8NZ
    Registered Number: 5340682

    This footnote also confirms that this email message has been swept by MessageLabs for the presence of computer viruses.
  • 6 Robert Hunt commented close 11:29 25 Jan 2013

    totally agree with Mike Cain, i Itravel between Liverpool and Norwich frequently as my daughter lives in Norwich, It is a gamble i have been caught out often now i will let a train go and get the next one so i can buy food and drink at Limestreet.

Comment
  • started 31 August 2011
  • supporters 2
Train route between Norwich and Stockport operated by East Midlands Trains
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