Train users angry over restaurant car decision

East Anglia's main train operator was accused last night of a possible breach of its franchise agreement by axing its popular restaurant cars.

North Norfolk MP Norman Lamb vowed to write to the Department for Transport (DfT) to question the legality of the move which is among proposals that could see 314 jobs lost in the National Express East Anglia region.

He said: “I will write to the minister to ask whether this change breaches the franchise conditions. At the very least it breaches the spirit of the agreement.”

A spokesman for the transport company rejected the accusation, saying: “It is not a franchise requirement to provide a restaurant service.”

The row centres on one of the clauses in the franchise, which was signed between National Express and the Strategic Rail Authority in January 2004 and gave the company permission to operate the 'greater Anglia' franchise for seven years.

It states: “London to Norwich trains will continue to offer catering facilities from on-board kitchens”.

Mr Lamb was concerned that the clause was not worded tightly enough to make National Express keep its restaurant cars, but said: “We all know that a kitchen means delivering a restaurant service.”

He said the demise of the restaurant car along with the closure of the Norwich call centre and other job cuts were a “clear deterioration” in the service to customers.

Meanwhile, Norwich North MP Ian Gibson and Yarmouth MP Tony Wright wrote to National Express to demand a meeting.

Dr Gibson said: “We think it's crucial that the service stays as it is. Rather than getting rid of the restaurant car, which everyone has to fight to get on, they should add another one.”

The National Express spokesman refused to comment on speculation that the restaurant service, which operates on 22 Norwich to London journeys each day, was the only one of its kind in Britain to operate at a profit.

He said: “We are unable to discuss matters which are commercially sensitive. We are in consultation with trade unions and elected staff representatives on the proposals to withdraw the restaurant services.”

And despite mounting anger at the move, he said it was a response to “changing customer needs”.

“Preferences for using a formal restaurant service on a relatively short intercity-style journey have changed. Our customers increasing-ly want food and drink products that offer a greater choice, are more convenient and are better delivered from a buffet or at-seat service.

“We have championed restaurant cars in the past for offering a high-quality product and professional service but customer needs and demands of catering services are changing and we need to change with them.”

He said the DfT had been informed of the proposals, which were going through a consultation period.

Meanwhile, pressure continued to build for a change of heart.

Peter Lawrence, Norfolk-based president of pressure group Railfuture, said: “The axing of the restaurant cars is a backward step. We've enjoyed a very good intercity service up until now and I hope this is not a foretaste of what might come.

“We are meeting with National Express in a couple of weeks and these proposed cuts will be one of the subjects that we raise. We will be lobbying hard against these proposals.”

Brand expert and former regional 'marketer of the year' Simon Middleton said: “The decision to remove the restaurant car smacks of cost cutting rather than responding to 'changing customer needs' and could, in my opinion, seriously harm the brand.

“A restaurant car allows train companies to have a far more satisfying relationship with its customers and can help turn train travel into a luxury product. Without it, National Express runs the risk of being reduced to merely a transport provider with a rather charmless commodity product.”



PASSENGERS' VIEWS

Rail passengers at Norwich station gave their views on the planned axing of the restaurant cars.

Courtesy of EDP

20 November 2008