Virgin train ticket refund - Royal Mail lost tickets

clc12

Hi there,

I purchased £155 Off-Peak Return train tickets from Virgin for a job interview that subsequently was cancelled. The ticket type is refundable, so I logged into Virgin's website, clicked "refund", was given a confirmation number and told to return the tickets via Recorded / Signed For.

I dutifully went to the Post Office, mailed the tickets to the correct address via 1st Class Recorded / Signed For, exactly as I was told to do.

Over 2 weeks later, the tickets have NOT arrived with Virgin, and they've said they can't refund me until they receive the tickets in hand, and to "take it up with Royal Mail." I cannot get a person on the phone from Royal Mail but in tracking it (which I've been doing every day), I'm simply told:

"WE HAVE YOUR ITEM. Item XXX was posted at (my location) on 30/07/12 and is being progressed through our network for delivery".

I realise this essentially means Royal Mail has lost/binned my tickets.

Via Twitter, I chatted with RM about this message and they confirmed it simply means it "hasn't arrived yet." They told me if it didn't arrive by 17 August, it was considered "lost". Not surprisingly, when I said, "So, if they've not arrived on 17 August, then I can tell Virgin you've lost my train tickets?" they didn't reply.

I sent Virgin's refunds department a letter in the post today (I bet that arrives) explaining how I followed their steps, a photocopy of the receipt from the Post Office, showing the date sent (1 day before the journey), manner sent, and their returns street number and post code. To me, this seems like as close to proof as possible that I did not take that journey. I also included a copy of my conversation with Royal Mail about it being considered lost, and the tracking information from their website.

I expect I'll get a form, "Sorry, we can't help you" letter but I wonder if anyone else has been in this situation. Since I can prove I sent SOMETHING to Virgin via 1st class Recorded (the way they recommend, which sadly won't compensate me for £155, only up to £46) the day before the journey was to begin, I would like to think most people would consider this proof I didn't take the journey, and therefore, having followed the steps they told me to take, I should be due my refund.

Not sure what else to do at this stage. I don't think I'd be AS annoyed about the whole thing if this wasn't all for a job interview that was cancelled when the position was removed :P But as it is, I'm still jobless and could really use that £155 back. So, so frustrated. I'm never sending anything this way again, but I followed their directions to a T because I've been caught out in the past when I haven't. This is a classic case of one company saying it's the other's fault, and the other absolving themselves totally.


P.S. After a quick search, I've discovered that basically ALL OTHER TRAIN COMPANIES tell you to return tickets via Special Delivery. I'd swear Virgin tells you Recorded in the hopes they'll get lost and they won't have to refund. Can't say I didn't chuckle at the news they lost their bid today.

cannyscot_2

Yes I never buy tickets form them now as I have been caught 2x by lost credit cards over the years and been unable to get my tickets and had to buy new ones. redspothanky on the other hand were great-same lost card-no bother we will just let you collect it with any card.

Quentin

You can't blame Virgin for losing your tickets!

You were responsible for insuring them for the correct sum. It was just like sending £155 in notes!

Jeff_Bridges_hair

Quentin wrote: »

You can't blame Virgin for losing your tickets!

You were responsible for insuring them for the correct sum. It was just like sending £155 in notes!

I tend to agree with this. Whilst they recommended that service to use you should have taken more responsibility to ensure that the corrrect postage was used given the high value of the tickets.

And Virgin would be unable to prove if you had used the tickets anyway.

clc12

I didn't blame *Virgin* for losing my tickets, but I do hold them responsible for carrying their end of the bargain, given it's not *my* fault RM lost my tickets. It sounds as though if you send something Special Delivery, RM has to deliver it. But if you send it any other way, RM they're free to "lose" it.

Since I followed Virgin's instructions, it's not my fault the tickets didn't arrive. That's my point.

As for Virgin not being able to prove whether I'd used the tickets anyway, given that the receipt shows I handed the tickets over before the journey even began (a day before), I'd say this pretty much proves I didn't use them. Unless I sent an empty envelope in the mail.

While I see NOW that I should've insured the tickets, not being from this country I'm still in the habit of doing things the way people recommend. Unfortunately, I continuously discover people talk out of their a$$ most of the time.

Thanks for scaring me off using this board in the future. I was looking for similar stories or suggestions, not reprimands for knowing which Royal Mail service can be trusted and which one can't. Cheers, folks.

Quentin

clc12 wrote: »

I didn't blame *Virgin* for losing my tickets, but I do hold them responsible for carrying their end of the bargain, given it's not *my* fault RM lost my tickets. It sounds as though if you send something Special Delivery, RM has to deliver it. But if you send it any other way, RM they're free to "lose" it. .....

No.

RM can always lose items whichever service you pay for.

You were trusting £155 worth of tickets to not get lost, and didn't use the right service for this value! Had you used SD, they might still have got lost (not your fault or virgim's), but you would have been able to claim theur value in full of RM

custardy

which address were you returning them to?

NBLondon

Hang on...

Via Twitter, I chatted with RM about this message and they confirmed it simply means it "hasn't arrived yet." They told me if it didn't arrive by 17 August, it was considered "lost". Not surprisingly, when I said, "So, if they've not arrived on 17 August, then I can tell Virgin you've lost my train tickets?" they didn't reply.

I sent Virgin's refunds department a letter in the post today (I bet that arrives) explaining how I followed their steps,

RM told you they would consider the item lost if it hadn't arrived by the 17th so you wrote to Virgin on the 16th? So you don't yet know that the items didn't arrive on the morning of the 17th.

If Virgin respond they've got the tickets on the 17th - you should eventually get a refund.

If Virgin declare they haven't got the tickets on the 17th - you have that as evidence to claim back from the RM. You'll need the form here and proof of the cost of the tickets.

The phrase you are going to fall foul of is "Proof of posting is not proof of receipt". I'm sure you're honest but Virgin don't know you from a scammer who did send an empty envelope in the post.

If you put in with your claim to RM the evidence that Virgin suggested Recorded Delivery rather than Special Delivery then you might get somewhere. If the Post Office Counter person told you it was OK or failed to ask you the value of the items - then that might have more weight with RM. It might all depend on the judgement of the person who handles the claim.

Don't ignore custardy's question - he knows a fair bit about the postal system....

luckwudaveit

NBLondon wrote: »

If the Post Office Counter person told you it was OK or failed to ask you the value of the items - then that might have more weight with RM. .

I frequently send items and obtain a certificate of posting for standard mail or via Recorded and I am always asked the value of the items I am sending. The PO Counter staff appear well trained in asking this.

forgotmyname

When i have posted anything recorded delivery they have always asked if its worth more than £46.

arcon5

Quentin wrote: »

You can't blame Virgin for losing your tickets!

You were responsible for insuring them for the correct sum. It was just like sending £155 in notes!

Nonsense... although it was RM that lost the tickets, Virgin ARE responsible.

The simple fact is op purchased a service and virgin (through a fault with a third party THEY contracted out) have not fulfilled this service.



Op.. it is not your responsibility to make a claim with RM! Insist they refund you, otherwise ask your card issuer to initiate a chargeback.