how do i get a refund from Virgin Trains for their godawful service?

Question

i had a reserved seat on the train from manchester - reading today. the guard 'forgot' to assign pre-booked seats with tickets. as a result i had to stand in the vestibule with around 20 other people on a train with no air con and next to a foul smelling toilet for 4 hours. i've emailed and tried to call, but virgin do not respond. any suggestions on how to get a refund out of these idiots, and, am i entitled to one?

Answer 1

you may have to have patience in waiting for a reply from VT.
you may need to go to the station and get a complaint form.

This is from their charter:
To make it easier for you to claim, or to make a comment or complaint about any aspect of our service, forms will be readily available at stations where our tickets are sold and from our onboard Customer Service team. Posters will also be displayed at stations and on trains telling you what to do and where to write. We will reply within ten working days, and respond in full within one month. We welcome comments or complaints on any aspect of our service. Please contact:

Customer Relations Manager Virgin Trains
Meridian
85 Smallbrook Queensway
Birmingham B5 4HA

Telephone: [phone]
(national call rates apply)

Fax: [phone]
Textphone: 0121 654 7528
E-mail:[e-mail]

Telephones are manned between 0830 and 2015 Mondays - Fridays and between 0900 and 1600 on Saturdays. In the event that you write to us, and the claim is actually against another Operator, we will ensure that your letter is sent on to the appropriate party, and advise you of this.

http://www.virgintrains.co.uk/aboutus/passengerscharter/contactus.aspx

I had a problem with them several years ago and did successfully get a 50% refund (credit). Eventually
But it was a different problem. It took well over twice as long as it should have (on a freezing cold train, at night, in December, with no food in the buffet car) to get us from Manchester to London.
After I used the credit I haven't been on a VT since.
I too will only fly between Manchester & London

Answer 2

Sympathies fellow traveller your experience is unfortunately not a new one. I gave up trying for refunds from the rail ways about 10 years ago. They just seem to be "heads in the sand" type people.

Eventually I got so fed up with it that I exercised my right as a consumer to choose and now fly instead. Edinburgh / Glasgow to London return - you can't beat it.

Compare the prices and you will see that air travel is a much better option and a lot less hassle. If my company requires me to travel in the UK, I flatly refuse to travel by rail, I get a hire car or fly.

Not much help in your predicament but best of luck!!!

Answer 3

Write to them...make the letter clear that you're complaining - they HAVE to respond to complaints.

Alternatively you can get a customer comments card from a member of Virgin staff & send that in.

Personally Id do both.

Answer 4

Write them a registered or certified letter stating the facts, and requesting a refund. If they do not respond, notify a local columnist at your newspaper and ask for their help

Answer 5

a buddy of mine claims that his niece knows somebody whos` stepfathers penpal (who lives in Cambodia) have been given a partial refund from Virgin Trains. although, it have been given lost interior the positioned up.

Answer 6

just phone richard branson, he will sort it out