Two passengers who frequently travelled first class but did not receive complimentary food and drink complained that the ad was misleading.
The ASA said the ad ‘positioned complimentary food and drink as a key part of CrossCountry Trains’ first-class offering’
The website said: “An at-seat service of complimentary non-alcoholic drinks and snacks is available throughout the day for all first-class customers … In addition to drinks and snacks, customers on longer journeys can choose from a range of complimentary sandwiches.” It had planned to offer catering, including first-class food and drink, on between 70% and 78% of its Voyager routes, which operated on most of its long-distance services from September to November 2023, with slight variations depending on the day of the week.
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