5.2 Compensation
If your train is delayed or cancelled, or a delay or cancellation
of a Virgin train causes a delay to your overall journey, you
may be entitled to claim compensation. If not, we will consider
claims on an ex-gratia basis.
We do not normally accept claims in cases where trains are
delayed if you were notified of the delay before you purchased
your ticket and you still decide to travel. We will, however,
consider each case on its own merits.
If a delay to a Virgin train causes an hour or more delay to
your journey (45 minutes in the case of a train on the London
- Birmingham/Wolverhampton services) we will reimburse
you with National Rail vouchers equal to 25% of the total
fare paid for the affected portion (outward/return) of the
journey. Alternatively, if you are delayed on a Virgin train by
more than two hours we will reimburse you with National Rail
vouchers equal to the full price paid for the affected portion
(outward/return) of the journey. All we ask is that you provide
us with your name, address and fare paid, on a Virgin Trains
postage-paid claim form provided and validated by our onboard
people at the time of the delay. If this is not possible, please
write to us at the address shown in section 6 of this Charter.
Please include your ticket as proof of purchase. National Rail
vouchers, which can be redeemed against journeys on Virgin
Trains, or on other Train Operating Companies’ services will
then be sent to you. This applies to holders of all tickets,
including season ticket holders.
5.3 Refunds
5.3.1 Immediate Refund
If the train you planned to catch is delayed or cancelled and
you decide not to travel, we will, where possible, give you a
full refund if you return your ticket to any ticket office.
Alternatively you may claim a refund by writing to our
Customer Relations Manager.
