I travelled First Class with TransPennine Express from Newcastle to Liverpool on 30 December 2024, expecting the advertised onboard catering. Instead, we spent four hours with no food or drink available — not even items to purchase.The train stopped at major stations like York and Leeds, yet no effort was made to restock or inform passengers. I was travelling with my 13-year-old nephew as a Christmas treat, and by the time we arrived it was 1:30pm — neither of us had eaten.When I complained, TPE’s customer service was dismissive and robotic. Their responses focused on disclaimers like “subject to availability” rather than any accountability or apology for such poor planning.They offered a token refund - not for the inconvenience or ruined experience, just the fare difference between Standard and First Class, and couldn’t even acknowledge that four hours without food on a premium ticket is unacceptable.TransPennine Express talk about “First Class comfort,” but my experience was anything but. Poor communication, no transparency, and zero sense of customer care.
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