Virgin trains complaint letter-NO RESPONSE!

Any suggestions? Pretty sure there customer charter states they will consider circumstances like this.

Their charter states refunds/compensation will be given if a delay occurs to Virgin's services. The train you planned to catch departed on time.

I have travelled on Virgin trains very many times over the years without issue. However I am writing to raise concerns I have around my experience travelling on Virgin Trainline booked through thetrainline.com.

Never book through thetrainline! It will always be more expensive than booking directly with the train company.

I missed my Virgin train due to my tube from Canons Park being severely delayed which resulted in me and my partner missing my train by 2 minutes. This tube delay was obviously beyond our control.

It was also beyond Virgin's control; as it would be if you took a taxi which was stuck in roadworks, or woke up late due to a fault with your alarm clock.

I did attempt to explain this to the lady at the ticket kiosk though she advised if I wanted to travel I had to buy new tickets.

Correct - because your tickets were marked "booked train only". (That said, there is no harm in asking - sometimes they can endorse your tickets to travel on an alternative service, but they are in no way required to).

I did explain the situation and feel her manner and tone could have been more sympathetic and understanding under the circumstances. She stated it was simply not possible despite the circumstances.

I have since reviewed your passengers charter and feel the staff member was not acting in accordance with your standards.

Which part of their charter do you think she was ignoring?

As stated I have travelled with Virgin Trains very many times over the years though was very frustrating and upset that due to circumstances beyond out control in order to reach our destination we had to pay £104.60 for an additional pair of tickets for the next available train.

Yes it's annoying, but chalk it up to experience. Virgin can't go around letting everyone on cheap tickets travel on whatever service they like because of 'circumstances outside of their control'.

What you could consider doing next time is booking a ticket that includes the tube transfer. Then, assuming you have allowed the minimum connection times, you will be 'covered' to travel on a later service if you are delayed en route.

That said (depending on how long it has been since you wrote to them) Virgin should at least give you the courtesy of a reply!

It's not Virgin who are at fault here but Transport for London as it was their delayed service which caused you to miss the Virgin train.

The problem I see is that you have already sent your tickets to Virgin who have ignored your complaint. You will need these tickets to complaint to TfL, you could try a print out of your online booking but without the original tickets I do feel your complaint will fail. I've added the address below.

Virgin Trains might have past your complaint on to Transport for London and that's why there's a delay. You could phone Virgin Trains Customer Relations and ask whats happening 08450 008 000

TfL Customer Services,
4th Floor,
14 Pier Walk,
London,
SE10 0ES

Spelunthus wrote: »

Can you not return the original tickets to Trainline as "unused"?

The OP stated he enclosed the tickets to Virgin trains in his complaint letter

I have always found Virgin trains very helpful when I have missed a connection due to late running local services to New Street/signal failures/trains breaking down etc.

Contacting Virgin through twitter seems to be the way forward as they tend to respond pretty quickly.

do you guys use any of the consumer complaint websites, I'd like a few recommendations as well. Some companies may take these into consideration actually.