How far in advance of travel should orders be placed?
Any meal order can be placed up to three days before the time of travel.
What if we change our travel arrangements?
You'll need to contact our Customer Services Team via Live Chat between the hours of 09:00-17:00 - on our Help and support pages
What if there are problems on the route affecting the train service the food is pre-ordered for?
If the service is disrupted for some reason, we'll still do our best to deliver the meal (although we can't guarantee delivery).
What should I do if the meal isn't delivered?
In the first instance, contact our onboard staff who'll be happy to assist. Or you can contact our Customer Services Team on 03457 225 333 (opening hours Monday to Sunday 07:00 - 22:00).
When will the meal be delivered onboard?
Our onboard staff will deliver the food as close to the station departure point as possible - providing the person the meal is booked for is in the correct reserved seat.
What should I do if reservations are removed (i.e. if a train is cancelled or during disruption)?
Due to Coronavirus food pre-orders are not taking place until further notice.
If the service is disrupted, we'll still do our best to deliver your pre-ordered meal to you, although we can't guarantee delivery. In a situation where a train has been cancelled and passengers have been moved across to another service, we'll do our best to get your pre-order onto your new train.
However, if there is major disruption or passengers are told they can travel on any LNER service, other train companies or defer travel to another day, it is not likely your pre-order will be available and we recommend you purchase your food from the Let's Eat Cafe Bar.
Is there an age limit for the pre-ordered meals?
Yes, we can only accept orders for meals with alcohol from people aged over 18 in the UK, and the person receiving the meal with alcohol must also be over the age of 18. Our onboard staff may request proof of age.
What happens if we miss our train?
Sorry, we wouldn't be able to fulfil the order on a different train.
What if the chosen meal is no longer available?
We always try to deliver exactly what you order, but on rare occasions we might have to substitute items with products of equal or greater value. If you’re unhappy with the alternative offer, please let our onboard staff know.
Why have I received an email about a T-total train?
From time to time, we run certain services as T-total or "dry" trains. This means no alcohol is allowed onboard. This normally happens on the advice of British Transport Police when we know a large group will be travelling.
If a train is going "dry", we make the decision at least 48 hours before departure. You can find these updates publicised in the departure stations, or on the timetable changes page of our website. Staff members will also let you know on the day, and they'll provide a complimentary soft drink in place of any pre-ordered alcoholic drinks.
