Virgin Trains Ticket problem

Euskaltel

Hi,
Not sure that this is in the right part of the forum but wondered if anyone could offer advice. I had booked a train ticket on Trainline four working days before my travel date and was given a reference number and told to pick up my ticket at the station.When I got to the station I was told that there was no record of my having bought a ticket with that reference number. I tried at the help desk and was told that the transaction hadnt gone through yet I had by coincidence (i was attending a job interview later that day in london) a bank statement showing that they had taken the money from my account. The help desk said that this was a mistake and would automatically go back into my account within 72 hours of my initial transaction. The only option was for me to buy a full price ticket which i was forced to do as I had no alternative but i was borderline with my bank account as to having enough money which I told the member of staff. When I have returned from my travels I have checked my bank to find the money is still missing and the further transaction has taken me over my overdraft and will incur charges! I telephoned virgin to be told my tickets were at the station waiting for me!! When I complained they have told me to write them a letter! Can anyone offer any advice on my rights to refunds etc?

pboae

Write to them and explain what happened. I have found Virgin have been really helpful with things like this. They have reissued lost tickets, and given refunds as good-will. Be very polite, give them all the details and hopefully they will at least refund the cost of the full price ticket. I've stopped using the trainline and only use virgin now, because I have found their Customer Service to be so helpful.

Good luck!

enevel

Message to OP: contact your local MP. The Trainline is so awful that MPs are presently investigating their responses to people who ask for refunds. Enclose copies of all receipts, and explain how the whole thing is causing you financial problems. No stamp is needed. Send your complaint to: Name of your MP, Houses of Parliament, Palace of Westminster, London.

Message to all others: NEVER, EVER USE THE TRAINLINE. Their response to requests for refunds is so awful that MPs are presently asking questions in Parliament about this. Besides, The Trainline is the MOST EXPENSIVE retailer of train tickets in the UK. It charges a credit card loading fee, while buying direct from train operators does not incur this. There is no reason to use The Trainline!

pboae

D'oh just realised I read this wrong and you booked with Trainline and were only travelling with Virgin. I guess it's still worth asking for a refund, but I wouldn't be holding my breath :-\

AMO

enevel wrote: »

Message to all others: NEVER, EVER USE THE TRAINLINE. Their response to requests for refunds is so awful that MPs are presently asking questions in Parliament about this. Besides, The Trainline is the MOST EXPENSIVE retailer of train tickets in the UK. It charges a credit card loading fee, while buying direct from train operators does not incur this. There is no reason to use The Trainline!

I always use thetrainline. I didn't know that it was cheaper going through midland mainline directly although in the past their website was rubbish for searching for trains and so I used thetrainline. However now, it appears to look like thetrainline. Not sure about their charges though.

I found thetrainline to always be okay and when I ring their customer services I get through immediately although they are average in terms of service - never had such a problematic situation though.

AMO

Euskaltel

enevel wrote: »

Message to OP: contact your local MP. The Trainline is so awful that MPs are presently investigating their responses to people who ask for refunds. Enclose copies of all receipts, and explain how the whole thing is causing you financial problems. No stamp is needed. Send your complaint to: Name of your MP, Houses of Parliament, Palace of Westminster, London.

Message to all others: NEVER, EVER USE THE TRAINLINE. Their response to requests for refunds is so awful that MPs are presently asking questions in Parliament about this. Besides, The Trainline is the MOST EXPENSIVE retailer of train tickets in the UK. It charges a credit card loading fee, while buying direct from train operators does not incur this. There is no reason to use The Trainline!

Cheers for this. I will indeed write to my local MP. I was constantly telling the staff that I had paid for the ticket and they reassured me that everything would even itself out, which, in the end didnt. Funny how that always happens. I was livid because it could have cost me the chance of employment. I wont be using trainline again!!