When you book a First-Class ticket, you expect a little extra comfort for the higher fare — a guaranteed seat, a quieter carriage, and, as advertised by TransPennine Express (TPE), complimentary catering. Unfortunately, recent experiences suggest that what’s being sold and what’s actually delivered on board are two very different things.

False Promises: The Catering That Doesn’t Exist

According to TPE’s own First-Class webpage, customers can look forward to complimentary food and drink on board, subject to availability. However, on routes such as Manchester Victoria to Liverpool Lime Street, passengers are learning the hard way that this “availability” doesn’t actually exist — because catering has never been offered on those trains.

In fact, even staff on board have confirmed that catering has never been part of that route, raising serious questions about whether the service is being misrepresented.

If catering isn’t available — ever — then claiming it’s “subject to availability” is misleading at best and could be considered false advertising. Passengers are effectively paying more for a premium experience that TPE never intends to provide.

No Seat Guarantee, No Refund That Actually Helps

The issues don’t stop at catering. While TPE’s First-Class marketing suggests a more exclusive experience, the reality is far less refined. Seats in First Class aren’t allocated, meaning that if the carriage is full, you may find yourself standing — even with a First-Class ticket.

The company claims that in such cases, you can claim a refund for the fare difference between your Advance First-Class ticket and a ‘walk-up’ Standard ticket on the day. But here’s the catch: walk-up fares on the day of travel are often far higher than advance fares, meaning the refund is virtually meaningless. You’re left out of pocket, having paid extra for benefits that never materialised.

No Ticket Checks, No Accountability

Adding to the frustration, ticket checks rarely happen on these short routes. That creates two major problems:

1. You can’t get your ticket endorsed by a conductor to confirm the lack of service — making it difficult to claim compensation later.
2. Passengers without First-Class tickets can, and often do, sit in the First-Class carriage without challenge, undermining the value of paying for it in the first place.

The result? A service where honest passengers pay extra for non-existent perks, while others enjoy the same journey at a fraction of the cost.

Why This Matters

This isn’t about a missed coffee or snack — it’s about transparency and fairness. If a company promotes certain benefits as part of a premium fare, those benefits should exist. If they don’t, the marketing should reflect that clearly.

For travellers, especially those booking in good faith, it’s frustrating to discover that the “First-Class experience” you paid for was never really on offer.

Final Thoughts

TransPennine Express plays an important role in connecting northern cities, and many of their staff work hard to provide good service under pressure. But honesty in advertising matters. Passengers deserve to know exactly what they’re paying for — and right now, that isn’t happening.

Until TPE updates its First-Class information to accurately reflect which routes include catering and which don’t, passengers should think twice before paying extra for an upgrade that may not exist beyond the marketing page.

---

Manchester Food Tourist Tip:
If you’re travelling between Manchester and Liverpool, skip the overpriced First-Class option and treat yourself instead to a meal at one of the fantastic restaurants near Lime Street — you’ll get far better value for your money and a guaranteed seat!