Virgin Trains are bunch of con artists IMHO. Be warned!

thescouselander

Yes

Silent_Mule wrote: »

OK, I have now spoken to VT Customer Relations. They have said that I should write in enclosing the original tickets, not forgetting to take copies and try the angle of the fact that I was not advised when talking to VT Customer Service that the fare would be so much more the next day (when the original fare was still available at time of calling).
The lady that I spoke to was polite but unapologetic saying that the reason that they have the policy that they have is "because the tickets are so cheap". She rated my chances of getting money back as "near zero" but said that the best avenue was to send a complain, apropos the above.
I will do this and give them 14 days (10 business days) to respond. In the meantime I shall be consuting m'learned friends about whether I can start legal proceedings based on unfair contract terms.
Happy New Year to all. _party_

I'm not sure you should send off the original tickets - you might need them as evidence. I bet they will go "missing" if you send them off.

amcluesent

>whether I can start legal proceedings based on unfair contract terms.<

As it's less that £5000 use the Small Claims procedure. VT will be losing far more money in handling your action than they got for scamming your for another ticket.

thescouselander

Yes

amcluesent wrote: »

>whether I can start legal proceedings based on unfair contract terms.<

As it's less that £5000 use the Small Claims procedure. VT will be losing far more money in handling your action than they got for scamming your for another ticket.

Yeah, this is pretty easy to do, I had to use this to get my deposit back from a land lord once. It can all be done on-line now and it doesn't cost too much at all.

https://www.moneyclaim.gov.uk/csmco2/index.jsp

poet123

I have had 4 cases in the SCC and won them all. Quite easy to do,but time consuming to make sure your case is watertight.

andyrules

Silent Mule - I hope you follow this through to the end and are successful. In fact I hope you get more than your money back - you deserve it! And maybe then the whole uncertain system riddled with potential for error and unfairness to the user will be evaluated and improved.

Ignore those on here who post contentiously - this site attracts them I'm afraid.

Personally, I find that the staff on the trains are generally lovely, and staff on CS at the stations range from helpful but bored to downright rude. The phone line, if you manage to get someone, is hopeless - particularly the main rail one.

ukgolfer92

To the OP, have you considered writing to the Chief Operating Officer of Virgin Trains, Chris Gibb? His email address is: [EMAIL="chris.gibb&#64;virgintrains.co.uk"]chris.gibb@virgintrains.co.uk[/EMAIL]. If you google him, you should be able to find the telephone no of his Private Office in Birmingham.

As mentioned in my previous post, writing to VT Customer Relations is hopeless, but you may get more success by writing to Mr Gibb. I'm sure the threat of legal action will ensure a speedy response. Do let us know how you get on, as I hope this will set a precadent.

Silent_Mule

Yes

ukgolfer92 wrote: »

To the OP, have you considered writing to the Chief Operating Officer of Virgin Trains, Chris Gibb? His email address is: [EMAIL="chris.gibb&#64;virgintrains.co.uk"]chris.gibb@virgintrains.co.uk[/EMAIL]. If you google him, you should be able to find the telephone no of his Private Office in Birmingham.

As mentioned in my previous post, writing to VT Customer Relations is hopeless, but you may get more success by writing to Mr Gibb. I'm sure the threat of legal action will ensure a speedy response. Do let us know how you get on, as I hope this will set a precadent.

Now that is not something I had considered as I wasn't aware of him. So, thanks for your post. I shall send him and e-mail and snail mail. thanks for the tip. :T

andyrules wrote: »

<... snip...> I hope you follow this through to the end and are successful. In fact I hope you get more than your money back - you deserve it <...snip...>

Thanks. Nice to get some encouragement!:beer:

andyrules wrote: »

Ignore those on here who post contentiously - this site attracts them I'm afraid.

I'm learning... I'm learning. From now on I shall just ignore people who are being unhelpful (to the best of my abilities).;)

andyrules wrote: »

Personally, I find that the staff on the trains are generally lovely, and staff on CS at the stations range from helpful but bored to downright rude.

Agree completely with the comment about the staff on the trains. Never had a problem with one of them.

Silent_Mule

Yes

Just a quick update - I have sent:

1. A letter to Customer Relations department, recorded delivery demanding the money back.
2. An e-mail to Mr Gibb, asking for his help and also asking for the money back.

As alwyas, I shall update here, as and when.

Silent_Mule

Yes

ukgolfer92 wrote: »

<..snip...>have you considered writing to the Chief Operating Officer of Virgin Trains, Chris Gibb? His email address is: [EMAIL="chris.gibb&#64;virgintrains.co.uk"]chris.gibb@virgintrains.co.uk[/EMAIL]. If you google him, you should be able to find the telephone no of his Private Office in Birmingham.

<...snip...>

Tried this - no response after 7 days!

thescouselander

Yes

Thanks for the update, let us know what happens next.