Virgin Trains Booking Problems

stefanbuzar

I've been having the same problem for months!! I am blocked from booking any tickets online because I once entered the wrong credit card address when byuing a ticket via the virgin website (I had just moved house and Barclaycard had not updated my details). Ever since, I have been unable to book tickets not only on Virgin but also any other UK train website, and what is more, I cannot use any other cards listed under my name. Interestingly, the transactions do appear on my outstanding card balance but are never charged to the card itself. I have spent hours arguing with Barclaycard and the Virgin customer services about this, but they either don't seem to know anything or are unwilling to help. In one of the emails that Virgin sent me, however, there was an indication that they have some kind of software that 'blacklists' individuals who have used incorrect details or more than one card. It seems that once you are on that list, there is no way out!
Yesterday I spoke about the problem with a ticket agent at my local train station and he told me that many other people have the same prolem.
A complaint to the rail regulation authority would definitely be in order here!

pompeii

YES: This was my first and only time i tried to book tickets with Virgin on line after i entered my credit card details it threw me out of the system. Guess my trusty credit card was refused. Also there is no problem with my card or available funds. Not bothered to try again.

alanrowell

Use the National Express East Coast website instead - no fees and it uses different software from the rest so the problem shouldn't occur

teresaw7

Not only do I have problems with my credit card, but also some days I can't log in. I am definitely using the right details etc

Also to call them is a nightmare and very very time consuming!!

To book on the phone I have to repeat all my details even though they are the same as the last booking and I have to spell everything. To book one return trip takes at least 20 mins+

I too, work for a university and I should have my own pin number which would bring up my details immediately. This would save time and I wouldn't have to repeat the whole process each time!!!

At my wits ends with Virgin!!

sarahanddely

Firstly, Virgin trains emailed me last week recognising that there was a problem with their booking system, and that my card had been refused and declined by them when there was in fact no faults with it, and they had authorisation from my bank! yay!

Secondly, I had already found out why the card was not being accepted. I went to my account, and changed my name to that which appears on my card, rather than my full name. when i then went to buy tickets, it worked perfectly. So easy you think they would have their customer service reps clued up on this!
Hope this helps anyway!

tenfolder

Hmm, attempted to book a ticket today with virgin trains online and ran in with the same issue..... Called my bank and they said the money has been deducted yadda yadda and its off my available balance.

I don't mind really and will head to the station but as these funds are all i had for the ticket im wondering if they will be returned to me shortly?! or will they remain unavailable?

whistle69

Hi, i have just had the same issue where my credit card was not accepted by Virgin's bookign system, yet the funds have come off my available balance. Did any of you get this issue resolved & what did u end up doing??

GonzoAston

Virgin use that secure on-line banking thing now. You have to register with it, to use cards on their site now.

I booked mine a few weeks ago and had the same prob, until I registered with the secure thing, and it was ok after that. My tickets came the next day.

whistle69

"I am sorry to learn about the inconvenience caused while using our website.

I have checked your account using your email address and can confirm that, there is no booking in your account.

The reason for authorization of the Credit Card being declined is that at present, we do not accept the debit or credit cards with non UK billing address. To process the payment on our website, your card should have the UK billing address. Hence, the payment was declined.

Please be assured that your card has not been charged. When this happens, even though we get authorization from the card issuer, it is declined on Address Verification Software. The card issuer ring fences the funds i.e. the funds are not transferred to us. Each failed attempt that we make results in this ring fencing. The transaction will automatically be reversed to your account within 48 to 72 hours.

I would suggest you to buy Walk-On Fares for your journey. They can be purchased even 15 minute prior to your travel time and provides flexibility in terms of trains as well as time. Furthermore, the prices of these tickets are constant.

Our Development team is working on modifying the website. Soon we will be assisting our international customers to book their tickets online. "

I cant believe a company like Virign does not accept a credit card from non-UK residents.

Its been a week since i booked & i'm still yet to get my funds returned to me - i can only hope i do sooner rather than later

Yakubu22

I've had the same problem over the last week. Tried 3 !!!!!!! cards and all were rejected. I've tried Virigntrains.co.uk (6 times on website and 3 times over phone), (twice on) thetrainline.com, and Qjump.co.uk.

I've registered the cards in the Visa protection scheme and my bank has confirmed there is nothing wrong with the cards.

What an absolute joke. I want to punch someone in the face as the tickets have now doubled in price (from when i first tried to book).