Virgin trains guard

SarahMoon

Hi

I need advise and I want to share what I have experienced with Virgin trains, I have been involved in an abusive relationship so I decided to leave my partner and go to my sisters in Manchester, I get to the station and my partner is there, tried to stop me I struggle to the train and get on where the guard of the train was and he for some reason stopped my ex partner from boarding the train and started asking to see his ticket and wouldnt let him board without one. The guard closed the doors and come to see if I am alright.Saw I was in a state took me into first class and got me a drink and something to eat. He really looked after me, When we got into Manchester he rang my sister and got me a taxi to her house. I am very thankful for what he did.

I want to say thank you to him, maybe write him a letter. Do the staff accept mail at the station? Is there anyway I can tell Virgin how fantastic he is? (I have his name and what service it was) Im thankful there are people like this out there.

GreyPilgrim

Good on him! I'm sure a few queries at the station could track him down.

heavensbug

Customer Relations Feedback Page

http://feedback.virgintrains.co.uk/default.aspx

A nicely worded message to Customer services backed up by a phone call to their customer services 0845 000 8000 head office would go a long way.

Ask to speak to a senior supervisor and empress on him the extent of this good samaritan.

It will be good getting a thank you from someone that this person helped.

It will do his carear no end of good having it from his supervisor and helping towards pay rise etc.

If you really wanted to make an impact Snail mail to there Head office address at the address below would bring it to attention of the top man.

Tony Collins, CEO of Virgin Trains
85 Smallbrook
Queensway
Birmingham
B5 4HA

looby75

good on the train guard for helping you and good on you for wanting to say thank you. We are all very quick to complain when we get bad service but not so quick to praise when we get good service.


Hope you are ok now, and well done for having the strength to leave your abusive ex.

ThinkingOfLinking

Awwww, he sounds lovely. Well done to him, and more so well done to YOU for being strong enough to get your life back together. I hope things work out for you.

SarahMoon

I will do that. thank you so much, Also do you think if I wrote a letter to the guard (I have his name and the he stamped on the ticket) and handed it to the station it would reach him, I really want to thank him personally aswell. I will compose a letter to head office aswell.

heavensbug

It may do.

Depends how big the station was and if that was his regular route as the guards/drivers can get a different route every day dependant on if he was a stand in or not.

Could be worth a try. But could be worth including it with the letter to head office asking for it to be passed on.

More likely to get through the internal post.

Mags_cat

As long as you can tell them which train it was (e.g. the 1215 from Manchester to Reading or whatever it was) and where you got on their records will enable them to track the Train Manager down.

If you've got your ticket too (with the stamp on it) that will help identify the train if you can't remember - and it sounds like you had more important things to worry about - glad to hear you got out

It'd be great for the Train Manager to get some thanks for this. It was exceptional service and they often get the butt end of the travelling public, so I'm sure it'll make his day to know that you're greatful :T

mrcol1000

I would send his letter to general customer services at Virgin as you don't know where he is based.
I would do as much as possible to thank him as I am sure their customer services would like a nice letter as people are quick to write and complian but rarely praise.

SarahMoon

Hi all

Thanks for your kind words, I am glad he stopped him and not both of us together, I would have been killed.

Spoke to Customer services, they said to write in aswell, and that he is based in Manchester took a bit of trouble to find him as he was covering as guard as he usually drives. If I wanted to write to him to send it with the letter to customer services in a sealed envelope and they will pass it to him. Now to write the letter to him, I would love to say I'll take you for a coffee but I know he probs can't

I forgot to ask customer services, but I need to know if anything out of the ordinary happens on the train do they make a log or something as I might need it for my domestic violence case?

SarahMoon

Hi all

Quick update

I got a standard email reply from my email to virgin saying

Thank you for taking the time to comment on one of our Manchester train crew, Once identified I will pass your comments along to his line manager.

I know when they both read them, the member of staff concerned will just say "Its nothing" or "I was only doing my job" but deep down I know the member of staff will enjoy reading the kind words you have wrote about him, as much I have aswell.

Wierd thing was I was on a train last night and he was the guard again and he recognised me and asked how I was, He also thanked me for the letter that had reached him that day on internal mail from the Managing directors office!! I asked him if he wanted a coffee back in Manchester which he actually said yes! I'm really glad I got to say thank you to him personally.