I had a reservation for a 1st class seat travelling from Inverness to London on Virgin Trains East Coast service.
The train was both late and the 1st class carriages we declassified and the 1st class service re. food/drinks etc not provided.
On complaining to Virgin and asking for a refund they have replied that:
Does anyone know if this is correct? It seems unfair if they only need to compensate for one of two unconnected failings in their service.
The train was both late and the 1st class carriages we declassified and the 1st class service re. food/drinks etc not provided.
On complaining to Virgin and asking for a refund they have replied that:
"Whilst you were both delayed and had a declassified service, we are only permitted to compensate you through one of our schemes; either the Delay Repay scheme or the Declassification scheme."
Does anyone know if this is correct? It seems unfair if they only need to compensate for one of two unconnected failings in their service.