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  • FIRST POST
    • MissyHissy
    • By MissyHissy 12th Oct 19, 1:10 AM
    • 1Posts
    • 0Thanks
    MissyHissy
    LNER first class lounges
    • #1
    • 12th Oct 19, 1:10 AM
    LNER first class lounges 12th Oct 19 at 1:10 AM
    Hi everyone. New forum member here. I have a question:

    I'd like to know if anyone else on here has been turned away from one of the First Class lounges at LNER stations (aka east coast main line) despite being in possession of a valid ticket?

    Reason I ask is that I've been turned away twice in the past 2 months from the one at Leeds station, with a variety of reasons given. After I complained, I was assured that it wouldn't happen again, but it did.

    LNER website and social media teams are giving out info that First Class Anytime tickets for travel on the LNER network are valid for use in the First Class lounges, irrespective of price paid or distance travelled. But in my experience, if you turn up at Leeds First Class lounge with a First Class Anytime ticket for a journey between Wakefield and Leeds (cost 11.20 return or 5.60 each way), you will be turned away.

    Reasons given to me include: (1) Ticket cost less than 10 (this rule is supposed to apply to Advance tickets only, not Anytime tickets). (2) Leeds lounge can only be used by travellers from Doncaster or further away (contrary to what stated on website). (3) Ticket could have been bought from another operator (it wasn't). (4) We don't care what the LNER social media team says, we work here in this station and they don't. (5) OK it might say that on the LNER website, but my boss says I have to do xyz.

    As you can imagine, I'm getting quite miffed at not being allowed to access a facility that's supposed to be included in the cost of the ticket.

    I've already complained (again) to LNER and am awaiting a response, but would be interested to hear from anyone else who has had a similar experience, just to see how frequently it's happening.

    Thanks. :-)
Page 1
    • daveyjp
    • By daveyjp 12th Oct 19, 10:19 AM
    • 8,439 Posts
    • 7,066 Thanks
    daveyjp
    • #2
    • 12th Oct 19, 10:19 AM
    • #2
    • 12th Oct 19, 10:19 AM
    I doubt you will get much of a response as I can't imagine its a popular ticket.
    • Voyager2002
    • By Voyager2002 12th Oct 19, 3:07 PM
    • 13,397 Posts
    • 9,224 Thanks
    Voyager2002
    • #3
    • 12th Oct 19, 3:07 PM
    • #3
    • 12th Oct 19, 3:07 PM
    Surprising...


    Not long ago I enjoyed an hour relaxing in the rather crowded lounge at Manchester. My first class ticket was to Stockport, and again cost around five pounds.


    I can only suggest that you follow the LNER complaints procedure and if necessary escalate to Passenger Focus.
    • yorkie2
    • By yorkie2 26th Oct 19, 8:02 PM
    • 1,404 Posts
    • 542 Thanks
    yorkie2
    • #4
    • 26th Oct 19, 8:02 PM
    • #4
    • 26th Oct 19, 8:02 PM
    Hi everyone. New forum member here. I have a question:

    I'd like to know if anyone else on here has been turned away from one of the First Class lounges at LNER stations (aka east coast main line) despite being in possession of a valid ticket?

    Reason I ask is that I've been turned away twice in the past 2 months from the one at Leeds station, with a variety of reasons given. After I complained, I was assured that it wouldn't happen again, but it did.

    LNER website and social media teams are giving out info that First Class Anytime tickets for travel on the LNER network are valid for use in the First Class lounges, irrespective of price paid or distance travelled. But in my experience, if you turn up at Leeds First Class lounge with a First Class Anytime ticket for a journey between Wakefield and Leeds (cost 11.20 return or 5.60 each way), you will be turned away.

    Reasons given to me include: (1) Ticket cost less than 10 (this rule is supposed to apply to Advance tickets only, not Anytime tickets). (2) Leeds lounge can only be used by travellers from Doncaster or further away (contrary to what stated on website). (3) Ticket could have been bought from another operator (it wasn't). (4) We don't care what the LNER social media team says, we work here in this station and they don't. (5) OK it might say that on the LNER website, but my boss says I have to do xyz.

    As you can imagine, I'm getting quite miffed at not being allowed to access a facility that's supposed to be included in the cost of the ticket.

    I've already complained (again) to LNER and am awaiting a response, but would be interested to hear from anyone else who has had a similar experience, just to see how frequently it's happening.

    Thanks. :-)
    Originally posted by MissyHissy
    Did you get a response?

    If you still have no response, you could try posting on a forum that is dedicated to fares and ticketing on the UK rail network, which is frequently accessed by LNER managers. I am not allowed to link directly to such a forum, though someone else may choose to, or you could do a search for it using the search engine of your choice.
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