Delay repay Virgin

ScottGallagher · 20 Oct 2019

I submitted a claim to Virgin for a 60 min delay a couple of weeks ago. I am well oiled in how to do it as it happens every time I travel to Cumbria, however I have had an email back rejecting it as I claimed for 0 mins delay. I know I didn't and how is even possible to do so?

I was asked to reply to the email if this wasn't correct, I have twice detailing eveything and heard nothing.

The cynic in me thinks as they have a short time left, they simply couldn't care less and I doubt First Group will be eager to take it on.

Is it worth calling them about it?

RailUK Forums

WesternLancer · 20 Oct 2019

ScottGallagher said:
I submitted a claim to Virgin for a 60 min delay a couple of weeks ago. I am well oiled in how to do it as it happens every time I travel to Cumbria, however I have had an email back rejecting it as I claimed for 0 mins delay. I know I didn't and how is even possible to do so?

I was asked to reply to the email if this wasn't correct, I have twice detailing eveything and heard nothing.

The cynic in me thinks as they have a short time left, they simply couldn't care less and I doubt First Group will be eager to take it on.

Is it worth calling them about it?

well it def needs a follow up - 2 weeks, maybe still 'in the system' but if you can get through by phone without too much time wasted it sounds like worth a call. I'd assume given the delay there are a few £ at stake after all.

BTW - EMR have taken on EMTs ongoing cases (inc a note on their website about it) so I'd expect First to have a process for the transition from VT, but still better to resolve it before changes I'd have thought, as you imply.

ScottGallagher · 20 Oct 2019

WesternLancer said:
well it def needs a follow up - 2 weeks, maybe still 'in the system' but if you can get through by phone without too much time wasted it sounds like worth a call. I'd assume given the delay there are a few £ at stake after all.

BTW - EMR have taken on EMTs ongoing cases (inc a note on their website about it) so I'd expect First to have a process for the transition from VT, but still better to resolve it before changes I'd have thought, as you imply.

Thanks WesternLancer I'll wait until tomorrow then I will call. Funny enough its usually Northern who I have to claim from, but Dickie isnt getting away with this one!

dooton · 22 Oct 2019

Hi Scott,

Matt from Virgin Customer Resolutions here. If you message me your VT Reference I'll get one of the team to take a look for you.

It's business as usual for Delay Repay. Just a slight backlog from a sustained period of poor network performance at the end of the summer.

Thanks!

ScottGallagher · 22 Oct 2019

dooton said:
Hi Scott,

Matt from Virgin Customer Resolutions here. If you message me your VT Reference I'll get one of the team to take a look for you.

It's business as usual for Delay Repay. Just a slight backlog from a sustained period of poor network performance at the end of the summer.

Thanks!

Hi Matt I spoke to the customer relations team they expedited the claim, I'm very unhappy with the result. I get now the calculation is 58 mins delay so half compensation applied but the fact i missed a connection because of it but had arrangements made to be picked up in a rural area which I had to abandon and order a taxi to get to my final destination should have been taken into account. 2 minutes is extremely on the petty side in my opinion.
Hopefully this can be sorted !!

Bletchleyite · 22 Oct 2019

What was the exact journey, delay and tickets held?

ScottGallagher · 22 Oct 2019

Bletchleyite said:
What was the exact journey, delay and tickets held?

9.30 depurtute from Euston to Lancaster 5 /10/19connecting to Barrow and Millom
Slow down near Crewe because of congestion causing me to miss the connecton at 1202 at Lancaster as it got in front of the virgin train from Manchester Airport at Wigan before my train got there.Next train was 1301 to Millom from Lancaster I had to abandon arrangements for being picked up at the correct time from Millom which is in a rural area and had to get a taxi.

AlterEgo · 23 Oct 2019

ScottGallagher said:
9.30 depurtute from Euston to Lancaster 5 /10/19connecting to Barrow and Millom
Slow down near Crewe because of congestion causing me to miss the connecton at 1202 at Lancaster as it got in front of the virgin train from Manchester Airport at Wigan before my train got there.Next train was 1301 to Millom from Lancaster I had to abandon arrangements for being picked up at the correct time from Millom which is in a rural area and had to get a taxi.

In fairness they have given you the correct compensation, which is half the relevant portion of your ticket back. Delay Repay is simply a claim against the delay to your rail journey and doesn't take account of any consequential costs. Hopefully the Delay Repay covers the taxi cost in your case?

gray1404 · 23 Oct 2019

In terms of how long it is taking VT to look at claims again, I had a claim rejected and I emailed back on 14 October to ask them to look at it again. On 23 October (9 days later) I received a reply approving the claim and confirmation from Paypal that they'd paid the compensation. So its taking them about 9 days at the moment.

In my case, the VT leg was only 5 minutes late but this caused me to miss the connection. At first they didn't pay out on the basis I wasn't delayed 30 minutes or more. But once I pointed out the over all delay to them again, they paid up.

ScottGallagher · 13 Nov 2019

I'm delighted to say this has been resolved , sometimes it does pay to speak up when it's a genuine case which the computer doesn t allow for. Thank you very much Virgin Trains, I really didnt think I had a hope in your twilight days.

Hadders · 13 Nov 2019

Good result. I've always found Virgin to be one of the better TOCs. Let's hope this continues into the First Trentitalia era.

Delay repay Virgin

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WesternLancer

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