10 MAY 2021
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An ‘At-Seat Order’ has been rolled out across Avanti West Coast rail network following a successful customer trial.
Whilst customers in First Class have always enjoyed being served at their seat, this will enable customers in Standard to order refreshments and have it delivered to them.
Customers can log on to the onboard wi-fi using their mobile phone, tablet or laptop and then visit the dedicated page in their browser to choose their items.
Payment is through debit or credit cards and PayPal. The order is then delivered to their seat by an onboard customer service assistant.
As part of At-Seat Order, a click and collect function has also been introduced on Pendolino trains – giving customers the option to choose food and drink at their seat before collecting from the onboard shop. A notification will be sent to customers on their phone when their order is ready to collect.
Feedback from the trial has been overwhelmingly positive with customers rating the service as good or excellent. Accessibility groups also welcomed the new service, citing it was helpful for those disabled customers who find it difficult to leave their seat.
“The results of our trial proved At-Seat Order was a great addition to services and a perfect solution for customers who did not want to leave their seat,” said Sarah Copley, executive director, commercial at Avanti West Coast.
“It’s a new, easy way for those travelling to enjoy great food and drink with us and to pay digitally, providing extra reassurance during a journey so customers can travel with confidence.”
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