My son and I returned from a concert in London, and we encountered the most appalling service on the train back to Liverpool. I paid a significant amount for First Class reserved seats as a gesture of thanks to my son for securing great tickets. Unfortunately, the initial journey was unsatisfactory, as our reserved seats were unavailable, forcing us to sit apart.
The return trip was equally frustrating. There was confusion at the station regarding entry to the First Class carriage, and once inside, our reserved seats were again nonexistent. We ended up sharing a table with strangers, and the cramped space was uncomfortable, especially since I had to face backwards, which made me feel ill.
Additionally, I waited 20 minutes for a burnt pie, which was supposedly part of the complimentary service that the company prides itself on. Some staff members seemed unhappy, which was attributed to changes in the train service.
The company had the audacity to claim that since we received First Class service, they could not offer compensation, except for a meager discount on a future journey—an insult considering my reluctance to use their service again. This feels like a breach of contract since we did not receive what we paid for. I am extremely frustrated that the company has failed to acknowledge the inadequacy of their service while still branding it as First Class. If their response does not improve soon, I will consider taking further action regarding this issue. Beware of this overpriced service.
Claim your business profile now and gain access to all features and respond to customer reviews.
Avanti West Coast is a train operating company in the United Kingdom owned by FirstGroup and Trenitalia.
Buy train tickets and find train times with no booking fees and rewards when you travel. Travel in style across the UK.
