Originally Posted by Geordie405

I agree 100% with this. They are just as inconsistent as BA.

Last LNER trip for me was Newcastle - Darlington and it was an early start from NCL and so breakfast was the order of the day. Staff didn't come round until after Durham to offer teas and coffees and take orders for breakfast. I was told, very sharply and quite rudely, that "You're only going to Darlington so you're not entitled to anything!" by one of the crew. At which point his colleague asked "If we can do you a bacon sandwich would you like one?" and she promptly hustled off to the "kitchen" to get one for me. Two staff, working the same coach, at the same time, with two totally different attitudes towards customer service.

On another occasion, travelling NCL - Edinburgh on LNER with my wife and my elderly parents. Our booked train was cancelled so we ended up on the next one. No service whatsoever in First. Staff refused to serve anyone who'd got on at Newcastle. Those who'd joined earlier in the journey got their full English breakfast etc. but for those who'd already been inconvenienced by the cancellation of their train and loss of their booked seats it was just insult added to injury.

Travelling Grand Central from KGX - Sunderland one day when the ECML was shut and so GC was the only operator running through services to and from Kings Cross via a diversionary route. Train was full & standing and so GC declassified the first class coach so passengers with standard class tickets could also sit there. When they came round with the trolley service the staff wanted to see tickets before they served you. If you had a first class ticket you got a biscuit with your tea but if you didn't then it was tea only. Ludicrous!