Rail Travel Voucher and Virgin Trains

Discussion in 'Fares Advice & Policy' started by alistairstubbs, 15 Apr 2015.

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  1. alistairstubbs

    alistairstubbs Member

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    I purchased 2 Advanced First class tickets from Shrewsbury to London Euston for £47.50 a few weeks ago (12 weeks in advance). Today I have received a letter from Virgin apologising for poor Customer service and enclosing a Rail travel Voucher for £47.50 typical as I have all ready bought the tickets and don't travel to London that often. Shame I cant send them off and get the cost of my tickets credited back.
     
  2. Agent_c

    Agent_c Member

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    Complain and get another voucher?
     
  3. Darandio

    Darandio Established Member

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    Unless I'm being slow tonight, which is completely possible, either this post makes absolutely no sense or there is a lot missing from it?
     
  4. Merseysider

    Merseysider Established Member Fares Advisor

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    Are you complaining about getting £47.50 worth of free travel?

    You do realise you can spend them on any journey, right?
     
  5. yorksrob

    yorksrob Veteran Member

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    It does read as if the OP has received the vouchers for a problem on a journey that hasn't happened yet.

    Assuming the OP hasn't managed to disrupt the space time continuum, the vouchers are valid for twelve months on the whole national network. If you're not going to London in that time, you could visit somewhere else!
     
  6. RJ

    RJ Established Member

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    It looks to me as if the OP booked a journey for £47.50, then received some RTVs for £47.50 for no apparent reason. The OP appears to be complaining because they can't use the RTVs to cancel out what they paid in the first place. I'm willing to be corrected.

    I've been telling people about Virgin's generous gestures in lieu of properly addressing feedback. Then I read this article today;

    http://i100.independent.co.uk/article/the-most-complained-about-train-company-in-britain--lkARkvmdyW

    One does have to wonder why there have been uncharacteristic spikes in the number of complaints in recent months :lol:
     
    Last edited: 15 Apr 2015
  7. Merseysider

    Merseysider Established Member Fares Advisor

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    I guess that explains why I got a free return journey for 2 anywhere on the network (COMPSTD2) for writing in about their TVM overcharging me by £2!
     
  8. alistairstubbs

    alistairstubbs Member

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    Thanks RJ that is exactly what happened. I am not complaining just wish they would take it off by booked journey. I wouldn't usually spend that much on one journey and as you don't get change will find it difficult to use. I may contact them to see if they will split it for me.
     
  9. Arctic Troll

    Arctic Troll Established Member

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    Some TOCs will issue a cheque if the amount is high enough (IIRC Southern will for over £30), ask them if they will.
     
  10. DeeGee

    DeeGee Member

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    Or ask them to break it down into smaller denominations.

    Transpennine gave me three RTVs for a refund worth over 40 quid the other week.
     
  11. Bletchleyite

    Bletchleyite Veteran Member

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    I'm confused... you were sent RTVs you didn't ask for and aren't entitled to, and you are trying to get cash or smaller vouchers out of them?

    I'd just take them and run. They might be tempted to ask for them back.
     
  12. Greenback

    Greenback Moderator Staff Member Moderator

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    I think I agree with Neil. Just accept this lovely free gift, have a day out somewhere you wouldn't otherwise go, and if you don't use them you haven't actually lost anything have you?!
     
  13. DaleCooper

    DaleCooper Established Member

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    You could do the right thing and send them back that way you can't be accused of dishonesty. What do you do if given too much change in a shop?
     
  14. jcollins

    jcollins Veteran Member

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    TPE seem to issue RTVs with a maximum value of £15, so if the compensation payable is >£30 you will get three.
     
  15. Bletchleyite

    Bletchleyite Veteran Member

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    That's a rather good point.
     
  16. Greenback

    Greenback Moderator Staff Member Moderator

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    I've never been given too much change anywhere, only too little, so if I did get given too much the shock might kill me.

    But, yes, it is a good point!
     
  17. DaleCooper

    DaleCooper Established Member

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    To expand on my earlier post I would say that to use them would be morally equivalent to fare evasion.
     
  18. DJ737

    DJ737 Member

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    G'day

    Can you buy RTV's at a station to give as a present to someone?

    And for the OP there are probably a few people on the forum that would happily take them off you hands :lol:

    Chers
    DJ737
    Melbourne, Australia
     
  19. alistairstubbs

    alistairstubbs Member

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    Just to clarify I was not sent them by mistake. They sent them as compensation for an enquiry they were unable to answer.
     
  20. DaleCooper

    DaleCooper Established Member

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    In that case I apologise, pity you didn't make it clear in the first place, however some of the replies worry me.
     
  21. Greenback

    Greenback Moderator Staff Member Moderator

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    I wouldn't go that far. I'd say that there's an argument that having made an error in sending them out, Virgin are just as responsible as the person who receives them.

    Personally, I'd email them back and explain that the vouchers came as a bit of a surprise, and see if Virgin want them returned (at their expense) or not.
    --- old post above --- --- new post below ---
    In that case, as I said earlier, use them if you can and don't worry too much if you can't. But I'd definitely have a day out somewhere.
     
  22. yorksrob

    yorksrob Veteran Member

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    I'm tempted to ask them "where are the thirtynine steps?" and see what I get back!
     
  23. Bletchleyite

    Bletchleyite Veteran Member

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    Ah. In that case asking them to split them would be entirely reasonable. They might well have decided the sum based on your most recent order or something - it is a relatively arbitrary process to help them clear their backlog.
    --- old post above --- --- new post below ---
    I did once in the very old days of VT (when they did something similar) write a compliment and get back an RTV apologising for the delay.
     
  24. DaleCooper

    DaleCooper Established Member

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    Don't forget I said "morally equivalent" not "legally equivalent" and I stand by that. Someone else may know better but I think if your bank mistakenly credits your account you have to pay it back, otherwise it is theft.
     
  25. yorksrob

    yorksrob Veteran Member

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    It's nice to see a good turn rewarded though :)
     
  26. trickyvegas

    trickyvegas Member

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    Strangely enough, I've just spent a £17 TPE voucher today.
     
  27. Greenback

    Greenback Moderator Staff Member Moderator

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    I think it's morally OK either way! My view is that if a company made a mistake and asked nicely I'd give them back the money or vouchers, but I'd hope for a gesture of goodwill!

    Similarly, if someone sent me something by mistake, I'd expect to be able to keep it, at the very least I wouldn't expect to be out of pocket in rectifying their error.

    Maybe I'd have a different view about Virgin's vouchers if there weren't so many rail employees who think that passengers should be punished for making a mistake :lol:
     
  28. DaleCooper

    DaleCooper Established Member

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    So you're saying keeping something that doesn't belong to you is morally equivalent to returning it to the rightful owner. I wonder how you would feel if it was you who had made the mistake.
    "Sorry mate I know you meant to give me a £10 note instead of the £20 but it's your mistake so I'm keeping it."

    Regarding the treatment of passengers who make mistakes, keeping those vouchers is hardly going to help them, is it? Your opinion on this seems to be that two wrongs make a right in which case, by simple algebra, one wrong equals half right. that could turn the criminal justice system on it's head.
     
  29. Greenback

    Greenback Moderator Staff Member Moderator

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    I know how I feel when I make a mistake, I've made plenty of them and had to live with them. If I mistake and lose by it, I tend to blame myself and not look to pass that responsibility on to someone else. I feel the same if someone else makes a mistake, though in most cases I'd tell them and let them put it right. It's just that I can think of occasions where it would seem unjust to me.

    The last bit of my post was a tongue in cheek reference to the way passengers are treated when they make a genuine mistake by the issuing of a Penalty Fare, by the way, hence the smiley.

    I don't, however, share your outrage in this matter. It's a grey area, especially when organisations like to enforce terms and conditions without showing any leniency or goodwill, so for me it's not something that is cut and dried when a company makes a mistake in your favour for a change, though it all depends on the actual circumstances.

    It's a shame when honesty and allowing mistakes to be made without penalty only seems to work one way.
     
  30. DaleCooper

    DaleCooper Established Member

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    Sorry, at my school they taught Latin instead of Emoticons. (amet faciem)
     
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