Originally Posted by
layz
In theory East Coast Trains (now Virgin) work this way too. The items available complimentary in first class are different in the main to those for sale in the buffet. If there's been a stock shortage in first class I've had some staff proactively offering me a similar item of the buffet complimentary and others claiming that the buffet stock is separate so it needs to be paid for.
I'm not sure what is the correct way there, but the inconsistency must drive their customers mad. I'm guessing a manager may be able to exercise discretion but regular crew can't.
I was told the same on First Great Western when they stopped loading hot chocolate on weekends. I could pay for it and it would be the Aero cup that the buffet sold but there wasn't any of the complimentary loaded for the 1st passengers. I was told this was a cost cutting measure and no one drank it etc. Then I started to take my own and ask for a hot water plus nibbles stating that I needed the hot water for my own hot chocolate. On one trip someone (as with you) just gave me a pay one and said that they'd mark the stock as being damaged. I was grateful for that but resented the policy as it made them look really cheap. Thankfully the decision was reversed and weekends were loaded again. As I explained to a nice FGW manager on one train It sucks a bit to be buying a 1st ticket to get out of London on Friday night and have it loaded and then on the return Sunday night not.
Originally Posted by
layz
On BA I guess one solution would be to have a CE account code they could enter to 'pay' for anything served in CE and Tourvest can then bill appropriately. There could be two reason codes, insufficient loaded or special meal not provided. The technology available on board should mean they can easily reconcile any extra meals BA purchased from the trolley for their customers.
Very sensible suggestion.