Virgin Trains- The Consumers Complaint List

Virgin Trains trip from London Euston to Liverpool ends suddenly in Crewe for Eric Smith with no Explanation or Apology.

"1700hrs train from Euston to Liverpool on 15 June 2001 left late and was terminated at Crewe without Apology or explanation. No staff on Crewe platform to advise and the bus driver taking us to Runcorn didn't know where Runcorn Station was."

We know that most Rail service providers have been struggling with running trains on time and so Virgin is not alone. But it seems to take the biscuit if as we have here, Mr Smith and his fellow passengers were not given the courtesy of an explanation or apology! Is this new Virgin policy?

Though not clear how Mr Smith has formed the followng view, Virgin certainly needs to clarify the following

"I suspect that the train was so late that to get it back on time, it was run on to Liverpool empty, with a cleaning crew aboard.
It could then make a quick turn around and get back on schedule and retain its time slot for the return trip"

Dump your passengers midway puting them unto a bus without an explanation or apology and then running the train empty to Liverpool so as to meet the schedule? Virgin Trains please explain or clarify?

17 July 2001 update- problems issuing a refund?
Following a letter from Virgin Train after the above, Mr Smith thought a refund was on the way..but is it?...

"I am now getting letters from different offices of virgin both asking for the same info. I have returned tickets to them as they requested -presumably for a refund. However they say they never received them.Will now send them the credit card receipt.

Incidentally ,the cancellation was caused by flooding in Hartford.This was known about before the train left London. If passengers had been told this many would have made alternative arrangements.Apparently Virgin doesn't think passenger info is important." eric smith

Read full text of Complaint

other Virgin complaints: Link1; Link2

Editorial Comments

It seems the simple mechanics of issuing a refund is also a big problem! Hope you keep the original of that credit card receipt Mr Smith! 17 July 2001

update on 22 July 2001

"I have now received an offer of a 50% refund in train travel vouchers. I will take this because I make London trips every few months.

I dont have the impression that I would have got anything unless Id gone on and on.

The system for dealing with customer complaints is not efficient. I am dealing with two people who ask me the same things. Thanks for your help.You may hear again after my next trip. eric smith"

When our Son was returning to Oxford from Devon he bought his ticket and as soon as he got to the platform was told that the train was not running.
Our daughter decided to fly down from London.you can guess which bit of the journey took longest and nearly caused her to miss her flight. Yes both were Virgin trains. Virgin on the ridiculous would be a good motto for this company.
Mr WINGROVE on 19 July 2001
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The train in question ran empty back to the DEPOT at Edge Hill and NOT Lime Street Station,and was classed as a cancellation in Passenger Charter figures.Perhaps Mr. Smith should check ALL the facts.
A Virgin Trains employee... 2 November 2001