Virgin Trains - out of pocket by £135.50 - any tips?

jkdd77

In that case, I do have some sympathy.

You *might* be able to persuade Virgin to make a "goodwill gesture", but I wouldn't hold my breath. Perhaps sending an e-mail to Passenger Focus might help in this regard.

Unsurprisingly, the National Rail website small print contains a liability disclaimer basically saying that they are not responsible for any inaccuracies or mistakes:
http://www.nationalrail.co.uk/terms

Livingthedream

jkdd77 wrote: »

You *might* be able to persuade Virgin to make a "goodwill gesture", but I wouldn't hold my breath.

What, Virgin trains and a 'goodwill gesture' at the moment they are the tightest train company when it comes to delay repay, 'goodwill gestures' or even decent priced advance tickets.

I too, wouldn't be holding my breath.

chuckley

I thought Virgins off peak started again at 18.30?! or has this changed again?!

FUNNY thing is though with my railcard ticket station staff say Virgin's PEAK is again between 15.00 and 18.30 even with the railcard so wont be valid. However i've NEVER had problems travelling between those times on an 'off peak rtn'.

darkblue_2

Clear your account and they apply for it and you'll be hit with bank charges.

Best take the complaint up with them. Recorded delivery and keep all correspondence.

TimothyEBaldwin

Condition 12 of the National Rail Conditions of Carriage states:

12. Restrictions on when you can travel
Restrictions apply to the use of some tickets (including those bought with a Railcard) such as the dates, days, and times when you can use them, and the trains in which they can be used. These restrictions are set out in the notices and other publications of the Train Companies whose trains you are entitled to use.

Since www.nationalrail.co.uk is operated by the Association of Train Operating Companies, which includes Virgin Trains and the numerous other train operators the ticket is valid on, it can reasonably be argued that it is a authoritative source.

jkdd77 wrote: »

Unsurprisingly, the National Rail website small print contains a liability disclaimer basically saying that they are not responsible for any inaccuracies or mistakes:
http://www.nationalrail.co.uk/terms

But it doesn't create any liability on the passenger in the case of mistakes, and the Unfair Terms in Consumer Contracts Regulations would prohibit such a term.

anewman

Seems like a nice earner to me. Keep whether the train is peak/off-peak quiet - make cash from those who don't know.

dmg24

OP, did you go past the above page on the NR website? I get an error message if I try to, it will not allow me to book that fare combination.

_ollie_

Keep that screenshot handy as it seems nationalrail have corrected the error now as it cannot be duplicated.

WhiteHorse

Write to Virgin asking for a definitive written answer. Also ask them where they make that information available to the public.

earledawes

Yes I struggled to find a definition of what is off-peak, hence I used the NR planner. As I didn't buy the ticket online, I just wanted the info, I did not go past the page so did not come up against the error sadly.

I wrote to their Customer Relations in Birmingham and sent it recorded. I shall keep you all updated. Thanks so far.