Shotton to London Euston Off Peak Return - Excess Fare

[sheff1]

Result

Received apology from Virgin that the ticket was valid and received refund of £107.00. No other recompense though. So I now carry the apology letter with me. This morning I had Train Manager (a different one) telling me my ticket not valid as the 09:29 to London Euston from Crewe is Peak Only - produced my letter and she apologised when she heard journey had started in Wales!

Glad you got you money back, but I would have expected them to provide some additional recompense as well to be honest.

 

[parkender102]

Glad you got you money back, but I would have expected them to provide some additional recompense as well to be honest.

Well there lies a story - on the same day I received a cheque with no covering letter for £35 from Arriva Trains Wales - not a clue what it was for unless it was extra compensation for a fault on their part as I was on ATW for part of the journey?

 

[sheff1]

Well there lies a story - on the same day I received a cheque with no covering letter for £35 from Arriva Trains Wales - not a clue what it was for unless it was extra compensation for a fault on their part as I was on ATW for part of the journey?

Nice one. Sounds a reasonable outcome overall.

 

[northwichcat]

Did ATW stamp your ticket before you got on the VT service? If not could it be that the conductor assumed you'd purchased a cheap Shotton-London ticket with the intention of doing Crewe-London (a trick of many businessmen which is against the rules because of the break in journey not being valid.)

 

[nedchester]

Did ATW stamp your ticket before you got on the VT service? If not could it be that the conductor assumed you'd purchased a cheap Shotton-London ticket with the intention of doing Crewe-London (a trick of many businessmen which is against the rules because of the break in journey not being valid.)

Well fancy that. Can't imagine people doing that sort of thing......

 

[LexyBoy]

Well there lies a story - on the same day I received a cheque with no covering letter for £35 from Arriva Trains Wales - not a clue what it was for unless it was extra compensation for a fault on their part as I was on ATW for part of the journey?

But ATW weren't at fault at all were they? Surely it's just a case of Virgin trying to defraud you, and you being compensated by them- the fact that you were on another operator before is neither here nor there.

 

[parkender102]

But ATW weren't at fault at all were they? Surely it's just a case of Virgin trying to defraud you, and you being compensated by them- the fact that you were on another operator before is neither here nor there.

Yes I don't understand either - as I said there was no covering letter with the cheque from ATW so I'm unclear what it was for as I've not put a claim in for at least 6 months before this one.

 

[1V53]

Also unusual to send a cheque as compensation is normally paid in travel vouchers isn't it?

 

[parkender102]

Also unusual to send a cheque as compensation is normally paid in travel vouchers isn't it?

Usually - but the Virgin refund was also a cheque and not £107.00 worth of travel vouchers.

 

[hairyhandedfool]

Usually - but the Virgin refund was also a cheque and not £107.00 worth of travel vouchers.

Travel vouchers are usually used for compensation for delays and such, to get you to travel again. To be honest I'd be thoroughly p***ed off if they had sent me travel vouchers after wrongly charging me through the nose for a ticket I shouldn't have had to buy.

 

[1V53]

Yes fair point, however the refund had already been received from Virgin hadn't it?

 

[parkender102]

This morning I had the pleasure of meeting the train manager Paul who charged me the original £107.00 that started this thread off. It was the same 09:29 service Crewe to London Euston originating from Manchester. I recognised his voice straight away as he made his announcement before the train left Crewe ‘Ladies and Gents this is Peak Service to London Euston and all Off Peak tickets are not valid for this service – if you have an Off Peak ticket then please vacate this train and wait for the 09:56’.

So straight away he was incorrect as Off Peak tickets originating in Wales ARE valid for this train as confirmed by the apology letter and refund received from Virgin – how may people have got off this service after this misinformation?

When he got to me to check my ticket he gave me a knowing look – ‘I checked after I saw you last time’ and he mumbled something about Virgin Customer Service not knowing what they were doing and saying that my ticket would only be valid if I’d gone Shotton – Flint (the wrong direction if you are travelling to London via Chester and Crewe) and then Flint – Chester – Crewe – London. Why you would want to go that route I wouldn’t know – and surely you’d be nabbed for not having a Shotton to Flint and Flint to Shotton ticket?

Anyway I produced my letter from Virgin stating the Off Peak ticket from Shotton – London Euston on that service is perfectly valid and that they’d refunded me – he seemed to look confused and checked my ticket and then mumbled something and disappeared. I don’t know what his problem is – whether he doesn’t like admitting he’s wrong or no one has explained it properly. He also mumbled something about another train company (Arriva Trains) being responsible for part of the journey but I don’t know what he’s getting at as yes, Arriva Trains Wales run the Shotton to Chester leg and the Chester to Crewe leg.

I’m wondering whether to email customer service at Virgin as I’d hate to see, say an elderly couple or family, having to get off this train after struggling to get on to it if he continues with the announcement ‘Ladies and Gents this is Peak Service to London Euston and all Off Peak tickets are not valid for this service – if you have an Off Peak ticket then please vacate this train and wait for the 09:56’.

Fact : the train is Peak only if travelling to London Euston from either Manchester or Crewe – Off Peak tickets are valid on this service if the journey originates in Wales. Any train that is scheduled to arrive at London Euston at 10:00 or afterwards.

 

[1V53]

I think you need to have the conversation with Virgin Trains mentioning the announcement made and when and by who.

 

[yorkie]

That needs reporting, and if it is not satisfactorily resolved then it needs to go to Passenger Focus. In fact, I'd be tempted to send it to them now (in addition to contacting Virgin again) as clearly Virgin have failed to give suitable advice to the TM, which is not acceptable.

This individual needs to understand the basics of ticket conditions, and customer service.

I have contacted a friendly Virgin TM (who is an enthusiast, so knows his stuff!) about this, and asked if he knows if there is someone specific this can be reported to.

 

[northwichcat]

That needs reporting, and if it is not satisfactorily resolved then it needs to go to Passenger Focus. In fact, I'd be tempted to send it to them now (in addition to contacting Virgin again) as clearly Virgin have failed to give suitable advice to the TM, which is not acceptable.

It might be worth them writing to their MP. A letter/email from a passenger usually goes to a 18-25 year old 'customer services executive' which is a fancy meaningless title just like calling a conductor/guard a 'senior conductor' in the West Midlands, irrelevant of their experience, or a 'train manager' in the case of Virgin. However, a letter on House of Commons printed paper is usually responded to by the management team.

 

[First class]

That needs reporting, and if it is not satisfactorily resolved then it needs to go to Passenger Focus. In fact, I'd be tempted to send it to them now (in addition to contacting Virgin again) as clearly Virgin have failed to give suitable advice to the TM, which is not acceptable.

This individual needs to understand the basics of ticket conditions, and customer service.

I have contacted a friendly Virgin TM (who is an enthusiast, so knows his stuff!) about this, and asked if he knows if there is someone specific this can be reported to.

I too have certain contacts. My advice is this person:

Sarah Copley
[email protected]

 

[parkender102]

I too have certain contacts. My advice is this person:

Sarah Copley
[email protected]

Thanks

I've emailed the details but that email has bounced back as Undeliverable - can you check the address?

 

[AlterEgo]

Could someone please drop me a PM about this with some further detail? I may be able to help.

PS that email address is not correct.