Virgin Trains

PinkLipgloss

I'm totally appauled by the response you got from virgin!

Please please take this further and let us know how you get on.

mightymike

Absolutely disgusting! They are a rip off merchant anyway (try buying a ticket on the train when it's an emergency!)

Chase this up. I say you have a case of discrimination and also sounds a like a case for Watchdog!
All companies hate bad publicity!

Good luck!

Mike

Voyager2002

MarkyMarkD wrote: »

Incidentally, we have had arguments with bus drivers over a similar issue for our able-bodied daughter, being required to fold down a buggy because the space had to be left for a potential (but non-existent) disabled passenger in a wheelchair. That's similarly jobsworth and unnecessary.

Actually, there is some sense in bus drivers taking this line. Our local paper has recently been full of reports of wheelchair users being stranded for hours at a time because buses are unable to transport them. Parents have apparently been placing unfolded buggies in the only space that is suitable for wheelchairs, and then refusing to fold them when a wheelchair user needs to travel. So perhaps your local bus company is seeking to pre-empt such problems by insisting that all buggies are folded down.

MarkyMarkD

Frankly, that isn't sense. That's avoidance of conflict at the expense of the vast majority of law-abiding passengers.

If you are travelling on a bus with a pushchair and suitcases - as we were - it's a nightmare to have to fold up the pushchair, and it leaves your small child vulnerable. Children are far safer seated in a properly secured pushchair than sitting on a parent's lap.

Let_Robinson_Sing

It is disgusting that the representative of Virgin Trains treated you like that. I always though that VT prided themselves with their treatment of disabled passengers, obviously not!! When taking my disabled partner on VT they've always been fine.

I seriously suggest you contact VT direct by post


Customer Relations
Virgin Trains
FREEPOST BM 6613
PO BOX 713
Birmingham
B5 4HH

When you write really lay it on using a lot of emotive words "I was disgusted by this etc....." "Made me feel extremely upset etc..."

IF you're not satisfied by the response then write to

Passenger Focus,
Freepost WA1521
Warrington
WA4 6GP

RichyRich

Virgin Trains Customer Service is abysmal.

Here's my suggested method of complaint. I have never got a satisfactory response from them any other way.

Cheers
Rich

andyrules

The way you and your child were treated certainly beggars belief.

Personally, I would send a letter of complaint to the Customer Relations Manager, which is also the person to whom you would apply for a copy of their disabled charter. The information is here. (Section 6)

When you write, I would leave out emotions and state your case clearly and concisely. You don't need any embellishments in this situation. I would ask that they inform you of their action and clarify your position for future travel with them.

I've complained about poor service with them, I just stated the facts, and had a satisfactory response.

Good luck, post back on here how you get on, and I hope it doesn't put you off travelling with your son - you and he have every right to a dignified journey.

MothballsWallet

Virgin Trains aren't very good in my opinion - they're happy to pack their trains out, ignore their own rules on having the carriage isles clear of baggage, and loads of other annoyances too.