At-seat service in first class

摘要

East Coast is preparing to deliver 'a step-change in onboard customer service' with the May 22 timetable change, aiming to encourage more passengers to trade up by offering complimentary at-seat meals throughout the day in first class. As well as serving over 1 million meals per annum, a 10-fold increase on current provision, East Coast expects to reduce on-train catering losses 'which in 2009 cost the previous operator more than £20m'. Customer research had indicated that, perhaps having traded down as an economy measure, customers would return to first class if there were a compelling reason for doing so, such as 'a good-quality food offer at their seat', according to East Coast Customer Services Director Neil Clucas.