Virgin Trains

blackthorn · 01-06-2004, 18:45

Ok, this is the story.
My daughter and her fella are both in the Navy and live in Gosport. She has just had a baby and they travelled up here to see both sets of grandparents.
They travelled first to Hull to see the other grandparents and that journey was ok because there was the 2 of them travelling and they didnt need any help.
My son in law had to go back to his ship and went back south but before he went, he put my daughter on a train from Hull to Liverpool which she had to change at Sheffield. Before she left Hull, she rang the "travel assistance line" who arranged for a porter to meet her at Sheffield to help her change trains (she needed help because she`s got the pram and all her luggage). No problem on this train , very helpful people. (Transpennine Trains Btw)
The problem now is, she is going back on Friday from Liverpool to Gosport, so she rang the "travel assistance line" for Virgin trains who she is travelling with.
She has to change at Stafford and Basingstoke. Virgins response is that unless she buys a ticket for the baby (2 weeks old), they are unable to help her. What bad P.R that is compared to Transpennine trains who didnt charge a penny to help her.

abailey152 · 01-06-2004, 19:01

I think a very load comment in Richard Branson's way wouldn't go amiss. Let him bull**** his way out of this one!

kronas · 01-06-2004, 19:03

Quote:

Originally Posted by abailey152

I think a very load comment in Richard Branson's way wouldn't go amiss. Let him bull**** his way out of this one!

to be honest, virgin is a low cost service/brand when it comes to flights trains.......

paulyoung666 · 01-06-2004, 19:05

still surprised that virgin are acting in this way

kronas · 01-06-2004, 19:07

Quote:

Originally Posted by paulyoung666

still surprised that virgin are acting in this way

its bad PR and yes they acted in a bad way but they are out to make money.

abailey152 · 01-06-2004, 19:10

I think Branson always likes good publicity. He doesn't seem to cope well when it turns sour.

blackthorn · 01-06-2004, 19:23

Right, what I`ve done is write a letter to Richard Branson (no email addy I`m afraid) and secondly I`ve sent an email to customer relations at virgin trains.

Ramrod · 01-06-2004, 19:34

It's a shame that Branson got involved with the trains.....he had a very good brand till then.

**Chris** · 01-06-2004, 19:38

Quote:

Originally Posted by blackthorn

Ok, this is the story.
My daughter and her fella are both in the Navy and live in Gosport. She has just had a baby and they travelled up here to see both sets of grandparents.
They travelled first to Hull to see the other grandparents and that journey was ok because there was the 2 of them travelling and they didnt need any help.
My son in law had to go back to his ship and went back south but before he went, he put my daughter on a train from Hull to Liverpool which she had to change at Sheffield. Before she left Hull, she rang the "travel assistance line" who arranged for a porter to meet her at Sheffield to help her change trains (she needed help because she`s got the pram and all her luggage). No problem on this train , very helpful people. (Transpennine Trains Btw)
The problem now is, she is going back on Friday from Liverpool to Gosport, so she rang the "travel assistance line" for Virgin trains who she is travelling with.
She has to change at Stafford and Basingstoke. Virgins response is that unless she buys a ticket for the baby (2 weeks old), they are unable to help her. What bad P.R that is compared to Transpennine trains who didnt charge a penny to help her.

I can't believe this is Virgin policy. With all the cancellations and line closures that are on at the moment, I would guess you got connected to a harrassed CS agent who just wanted to get rid of you as quickly as possible. Did you try to phone back and talk to someone else?

abailey152 · 01-06-2004, 19:40

Quote:

Originally Posted by blackthorn

Right, what I`ve done is write a letter to Richard Branson (no email addy I`m afraid) and secondly I`ve sent an email to customer relations at virgin trains.

You'll have to let us know if you get a response.

blackthorn · 01-06-2004, 19:41

Quote:

Originally Posted by towny

I can't believe this is Virgin policy. With all the cancellations and line closures that are on at the moment, I would guess you got connected to a harrassed CS agent who just wanted to get rid of you as quickly as possible. Did you try to phone back and talk to someone else?

Yes, we`ve just tried again and got a different person and the answer was the same. I mentioned that I`d emailed customer service but he was still adamant that he couldnt help me.

paulyoung666 · 01-06-2004, 20:02

Quote:

Originally Posted by kronas

its bad PR and yes they acted in a bad way but they are out to make money.

but if they acted better towards there customers then they most likely would make more money

Bex · 01-06-2004, 20:05

it is an appalling show of "customer service" i dont know why i am surprised though. But you would have thought it would be in their interest to help people, word of mouth is a wonderful thing... and having a company bad mouthed on a site with over 3000 members isn't going to help their company much

blackthorn · 01-06-2004, 20:06

Had a reply from Virgin saying they were dealing with the problem (it might have been an automated response, not to sure).
Thought we would try again for the third time and they appear to have had an amazing u-turn. They couldnt have been more helpful and have guaranteed help at the 2 stations plus a seat for the journey. Towny could have been right in a harrassed CS but I`m not to sure.
Anyway problem is now solved

04-06-2004, 20:46

Quote:

Originally Posted by Ramrod

It's a shame that Branson got involved with the trains.....he had a very good brand till then.

Look what he inherited though, old trains, old rolling stock, tracks that were 10 years overdue for replacement. Look what he's doing now, new engines, new rolling stock and upgrading the line albeit VIRGIN aren't paying NETWORK rail is doing the work.