Virgin Train's Delay Repay scheme

confused,moi?

Hi All,

I purchased two Advance Single Virgin Train tickets on behalf of my son for travel on Thursday 24 November, 2016, from Telford Central to Euston. The ticket included Telford Central to Wolverhampton by Arriva Wales and then Wolverhampton to Euston by Virgin.

His return trip should have departed Euston at 19.43 to arrive at Telford Central at 21.59. However, there was an incident and his train got back at 23.05 so his arrival was delayed by just over one hour.

My son told me that there was an announcement made on the train journey which stated that all passengers who had purchased Advance tickets would automatically have their ticket price for the affected journey refunded to the card account used for the purchase.

Well, needless to say I haven't received any automatic refund and, to be honest, I'd forgotten all about it until last week when my return leg of my journey with Virgin Trains delayed my arrival by 1.5 hours. We were a small group of passengers who missed our connection from Wolverhampton to Telford Central and we were all told by station staff that we should all receive this Delay Repay refund.

I ave read the Virgin Train website and it seems to read that the info given to us was correct. So, to anyone out there who has experience with Virgin Train's Delay Repay - did you get an automatic refund without having to complete forms online or by post? Thanks.

Gravedigger

I have had four, for two journeys, refunds from Virgin. Each was 50% of ticket price and they did it automatically. It was refunded to the debit card I used and each within 24 hours.

agrinnall

Has it changed since last October then? I had to claim through the Virgin Trains website for my delay/repay refund.

confused,moi?

Hi Gravedigger,

Thanks for your reply. My advance payments were made on my credit card - would that make a difference, I wonder? Can't recall reading anything about that on the Virgin Trains website.

wealdroam

confused,moi? wrote: »

Hi All,

I purchased two Advance Single Virgin Train tickets on behalf of my son for travel on Thursday 24 November, 2016, from Telford Central to Euston. The ticket included Telford Central to Wolverhampton by Arriva Wales and then Wolverhampton to Euston by Virgin.

His return trip should have departed Euston at 19.43 to arrive at Telford Central at 21.59. However, there was an incident and his train got back at 23.05 so his arrival was delayed by just over one hour.

My son told me that there was an announcement made on the train journey which stated that all passengers who had purchased Advance tickets would automatically have their ticket price for the affected journey refunded to the card account used for the purchase.

Well, needless to say I haven't received any automatic refund and, to be honest, I'd forgotten all about it until last week when my return leg of my journey with Virgin Trains delayed my arrival by 1.5 hours. We were a small group of passengers who missed our connection from Wolverhampton to Telford Central and we were all told by station staff that we should all receive this Delay Repay refund.

I ave read the Virgin Train website and it seems to read that the info given to us was correct. So, to anyone out there who has experience with Virgin Train's Delay Repay - did you get an automatic refund without having to complete forms online or by post? Thanks.

Here's a revolutionary idea - give Virgin Trains Customer Services a ring and ask them.

Kite2010

I believe they would only automatically refund you if you purchased directly from their own website (as they have your card details).

Gravedigger

confused,moi? wrote: »

Hi Gravedigger,

Thanks for your reply. My advance payments were made on my credit card - would that make a difference, I wonder? Can't recall reading anything about that on the Virgin Trains website.

I paid on a debit card. Tickets printed off at home. I must admit I was surprised how quick the refund was. Missus went up to Burnley, via Preston. Train was late from Euston and the following day I had the 50% refund. On the way back a week later, train delayed twixt Scotland and Preston. Had another 50% refund within a couple of days. I'd booked in advance and the return fare was £86 as opposed to walk on fare of about £120. I booked on the Virgin website.
I didn't have to make a claim it was done automatically. :cool:

confused,moi?

Here's a revolutionary idea - if you haven't got anything positive to contribute to someone's genuine query then why bother?

FYI, Virgin Trains Customer Service phone lines were not open when I called them on Sunday which is why I came on the forum and had my query satisfactorily answered promptly and courteously by people more helpful than you.