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

earledawes

Quick update on the original matter: Virgin sent me a letter saying the were investigating my complaint and would write soon with further news...

earledawes

Further update: A comprehensive response received for Virgin and they are going to issue me a refund.

"I can confirm that your Off-Peak Return is valid to travel before 07:20 or after 11:30 from London Euston Mon - Fri. I can only apologise for the fact that the Train Manager was not aware of this fact."

I shall respond again when the money is returned.

Livingthedream

Thanks for updates and bring this post to a satifactory conclusion, be interesting to whether you get a full refund and if it's cash or vouchers.

bunking_off

I'm lost. It's not true that an off-peak return to Preston is valid on any train after 1130 as stated in the above text. The blackout period is as set out by Yorkie for St Annes above. Off-peak tickets are only valid on the 1830 train for travel beyond Preston, e.g. to Lancaster or Scotland. That's why there's an awful lot of people nominally going to Lancaster who get off the train for a wander at Preston and mysteriously disappear.

I think you've either been very lucky, or whoever's dealt with it at customer relations has misunderstood.

NB I travel frequently between Preston and London. From time of commencement of boarding to the train leaving, they generally come over the tannoy at least 3-4 times warning that it's a peak hour service and to get off if you've got an off-peak ticket. 9 times out of 10 they man the gate nowadays to head this off.

moonrakerz

This sort of thing is quite common. Only recently I came across a very similar thing where NR said a particular ticket was only valid via A AND B, the FGW site said A OR B - vast difference in cost applied here too.

earledawes

Well, I've been refunded by cheque. Marvellous.

The off-peak thing still seems a minefield though.

Livingthedream

earledawes wrote: »

Well, I've been refunded by cheque. Marvellous.

The off-peak thing still seems a minefield though.

Nice, and thanx for the update and the picture, it will silence any doubters.

bunking_off

I don't believe anyone was doubting the OP's story. What has been said - and I absolutely stand by - is that the service was peak hour and off-peak tickets weren't valid.

Earle's been very lucky that they paid out (bluntly, someone in VT customer service has either c0cked up or been very charitable) but I wish him well and hope he can put the money to good use.

Livingthedream

I think I could have worded 'it will silence any doubters' better I wasn't making any reference to the OP's story or anybody else's comments.

I was on about how nice it is to see picture evidence to show that he did get a refund, because without it a lot of people on this forum wouldn't have believed the OP.

That's what I meant, sorry if I confused anybody:o