Virgin - who to complain to?

zzzLazyDaisy

Firstly an apology - I posted this in 'public transport' before realising 'Vent' is a better place, so if you see this message posted twice, please don't shout at me.... :-)

I had a terrible journey from Glasgow to Crewe, with long delays and having to change trains on a supposedly direct train. (I am disabled and had chosen this route as I did not want to have to change trains) We eventually arrived very late at night. We asked about compensation for delays and were directed to the ticket office, which was closed.

I made a complaint by e-mail to virgin the next day. I received a response with a reference number and was told they would investigate and get back to me. That was over a month ago. I have followed it up twice this week, but have just been given two new reference numbers!

Does anyone know where I should go from here? I don't want to just let it drop as I think they should be taken to task for their poor customer service.

Thanks

zzzLazyDaisy

WHOOOOO.... SPOOKY.......

I have just had an email from virgin asking me to post the tickets so they can process a partial refund for me.

Coincidence? Or is someone at Virgin Customer Services an MSE'r ???