VT Access to 1st Lounge

[TomJ93]

Today I was at Wolverhampton, went to the lounge at P4 and showed the CCTV my ticket. The operator duly opened the door and then the bloke from the Information desk shouted "Excuse me" at me, I turned around and he said my child's ticket was not valid (even though I am 15) in the 1st lounge.

My problem is that I have not read this policy anywhere, I have been in the 1st at Euston with a childs and at Coventry.

I didn't question this further, as my 390 home arrived 45 minutes early so I went and sat on that instead!

Should my childs ticket (anytime day return) be valid?

 

[rail-britain]

Between what points was your ticket for?

Yes, First Class ticket holders are entitled to use the facility, that is the point of it!

I suggest you complain

I make regular use of the VT First Class lounge at Euston and although there aren't many children on weekdays they receive the same level of service from the staff
Equally, there tend to be more children at weekends

As a First Class ticket holder you will receive complimentary snacks, non-alcoholic drinks, and food
So why should it be any different to use their Lounge?

 

[Intermodal]

Do you look over 16?

 

[TomJ93]

Between Coventry and Wolverhampton.
I don't think I do! I bought my ticket onboard the train and the conductor didn't even doubt/question me on my birthday.

His words were "children aren't allowed". The lounge was empty at the time.
Is it possible to find out who was behind the information desk on P4 at 19.00? I'm now most annoyed about this!

 

[Mr Spock]

Children are allowed in these lounges but whether they have to be accompanied by an adult or not I don't know.

As stated earlier you should write to Virgin and ask what the policy is.

 

[rail-britain]

Children are allowed in these lounges but whether they have to be accompanied by an adult or not I don't know

No, they do not need to be accompanied, the only requirement is that they hold a valid First Class ticket

I think any parent would be horrified of they had their child come back saying they were refused to the First Class lounge
I suggest this is the method used for the complaint

 

[Geezertronic]

There doesn't appear to be anything concrete that I can find apart from a comment in the Traveller T&Cs that says that "Persons under the age of 18 are not permitted to purchase drinks or be served alcohol in the lounge" (relates to the Euston FC lounge).

On this basis I would say that you should not have been refused entry (although in the same paragraph it does say "Virgin Trains reserves the right to refuse admission to the lounge")

 

[TomJ93]

I just think they had tidied it up for closing and didn't want anyone using it!

 

[Geezertronic]

The opening hours of the FC Lounge at Wolves is:

Monday - Friday: 06:00 - 19:30
Saturday: 07:30 - 18:00
Sunday: 07:30 - 18:00

When did you try and get in?

 

[TomJ93]

7pm on the dot.

 

[voyagerdude220]

I'd personally write a very well worded letter to VT asap, as I found it appalling that people like this are representing a major TOC like VT, whilst many other people like myself are desperate for a job with them.

(And for the obvious reasons that you don't deserved some jumped up idiot to prevent you from using the product/service you're entitled to use.)

If you didn't see their namebadge (I assume they had one on?), perhaps a description of what they looked like/time etc could suffice, for VT to work out who this idiot is?

 

[rail-britain]

it does say "Virgin Trains reserves the right to refuse admission to the lounge"

This reference is to those holding tickets which do not apply, persons without tickets, and those who have been "banned"

The excuse given by the member of staff does not apply, persons with a Child First Class Day Return, is incorrect
Even if the ticket is only between Wolverhampton and Birmingham New Street, access is permitted

 

[TomJ93]

No, didn't see him badge, what if he were NR staff?

I shall contact VT, no idea of what good will come of it though.

I went in the lounge at Coventry, no problems! A member of staff came to check the place was clean said hello and went out!

 

[rail-britain]

No, didn't see him badge, what if he were NR staff?
I shall contact VT, no idea of what good will come of it though.

I doubt it was a member of NR staff, as Wolverhampton is managed by Virgin Trains
However, they do use an external security company, so would have been wearing a very different uniform

The most likely outcome will be an apology and 25% refund in vouchers

 

[robertclark125]

There used to be something in the Caledonian Sleeper guide, which stated that children were not permitted in the Virgin Lounge at Euston. Not mentioned in the current one.

 

[bengolding]

I hope you follow this up. Virgin seem to make their own rules on entry into the Lounge. Of course, if you present a XC First Class ticket, you will be laughed at, frowned upon and denied entry. The last time I used the ridiculously spacious but useless lounge at Wolves (there are more LM ans XC services per hr than Virgin), it was full of old dears who were tarvelling to the South Coast that staff took pity on and allowed them entry. Similarly, I had a First Anytime single from Manchester to Birmingham, but I went via Crewe and my ticket even had a VT stamp visible. However, the gatekeeper at New St denied me entry saying that it was a XC route even though I used their service! At teh same time, a guy with a Standard ticket was allowed in to use the fax 'only this once' as he asked nicely!

 

[Geezertronic]

This reference is to those holding tickets which do not apply, persons without tickets, and those who have been "banned"

The excuse given by the member of staff does not apply, persons with a Child First Class Day Return, is incorrect
Even if the ticket is only between Wolverhampton and Birmingham New Street, access is permitted

That is not entirely correct. A person with a valid First Class VT ticket can be refused access for a number of reasons (being ****ed for one, causing trouble for two etc..), however this does not apply in this circumstance and the OP should follow it up

 

[jon0844]

I accept the right to refusal, but you need to be prepared to justify it. In most cases, I'm sure they are justified (like someone causing trouble or being drunk). I'd love to see them explain this refusal.

 

[DJ737]

G'day

If I have a long connection at Birmingham New Street, and I just go and buy a New Street to International 1st Class single (£4.70) can I access the VT lounge, despite not arriving or departing on VT?

Cheers
DJ737
Melbourne, Australia

 

[scotsman]

It's absolutely disgusting that anyone thinks they can stop someone from entering a facility because of their age. It's not up to them to decide, and neither should Virgin. Young people are people too, and if they're concerned about anti-social behaviour (never mind the fact it comes from an absolutely tiny minority) they'd do well to remember that most of the perpetrators are over 16 and don't have first class tickets!

Virgin will apologise, and I'll be very surprised if you don't get a free 1st Class return anywhere on the VT network
--- old post above --- --- new post below ---
If Virgin don't want to know, I suggest you contact your local member of the UK Youth Parliament http://www.ukyp.otg.uk

 

[rail-britain]

If I have a long connection at Birmingham New Street, and I just go and buy a New Street to International 1st Class single (£4.70) can I access the VT lounge, despite not arriving or departing on VT?

Yes you may, all you require is a valid First Class ticket (that would be valid either to, from, or through Birmingham New Street)

Some holders of First Class tickets use London Euston, even though they are only travelling a short distance from London Euston with London Midland (example Watford Junction)

 

[Mojo]

Yes you may, all you require is a valid First Class ticket (that would be valid either to, from, or through Birmingham New Street)

Some holders of First Class tickets use London Euston, even though they are only travelling a short distance from London Euston with London Midland (example Watford Junction)

This is incorrect. Virgin Trains' First class lounge at Birmingham (and I imagine most other stations of theirs except ones where sleeper tickets are accepted) will only accept First class tickets valid for travel on Virgin Trains services. They would not accept, for example, a Birmingham to Stechford ticket.

For Birmingham New Street the cheapest ticket is a FDS from Birmingham Stns to Birmingham Intl route Virgin Trains Only which is £3.50.

 

[Johnny Lewis]

At least Virgin will allow a holder of ANY First Class ticket (as long as it is valid for travel on a Virgin service) into one of their Lounges.

It still amazes me that East Coast can refuse access to someone with an Advance First ticket - which may have cost well over £100 - to one of their Lounges. Yet, buy a First Anytime single from, say, Leeds to Wakefield for a cost of around £3 and you are allowed access. OK, East Coast have now grudgingly allowed Advance ticket holders to buy a supplement allowing them access, but when the majority of their Lounges (apart from at Kings Cross) seem to be empty virtually all of the time, it does seem to be quite a stupid policy.

As an aside, does anyone regularly use the Lounges of Virgin, or of other operators? Any comments on best / worst?

 

[Mojo]

As an aside, does anyone regularly use the Lounges of Virgin, or of other operators? Any comments on best / worst?

I used the main lounge when I was at Euston for the sleeper in Aug and it was nice, but I was a tad disappointed as they had run out of nibbles and it was tea/orange juice/water only. I liked the computers though but thought the general lounge just looked a bit tired[1], given it was only redone a few years ago. Not used the coffee bar yet.

I also like both the "new" and "old" lounges at Paddington.

[1] Except the shower facilities, funded by the Scottish Government, which looked quite nice

 

[TomJ93]

Coventry's is very nice. Always clean.

Euston's problem is it's so busy.

 

[voyagerdude220]

I tried to use the Euston one at around 17:45-18:00 last Friday (21st), but couldnt get a seat, as it was very busy.

I wouldn't have minded too much, if it wasn't for the Euston First Class 'coffee lounge' being completely closed- i don't know if it's no longer used or not.

My personal favourite has always been Crewe's lounge- small/medium sized, feels quite cosy to me.

I haven't used Stoke-On-Trent, Birmingham Int, Coventry, Runcorn, or Liverpool Lime Street's yet.

 

[rail-britain]

This is incorrect. Virgin Trains' First class lounge at Birmingham (and I imagine most other stations of theirs except ones where sleeper tickets are accepted) will only accept First class tickets valid for travel on Virgin Trains services. They would not accept, for example, a Birmingham to Stechford ticket

You will be able to confirm this with them
You may use their lounges with First Class tickets issued by any TOC :
First Day Single
First Day Return
First Anytime

The only restricted tickets are Advanced Purchase and Business First, which must be marked "Valid on West Coast"

There is a similar issue with East Coast
They do try and restrict entry to East Coast tickets only, resulting in holders of ScotRail issued First Business or Virgin Trains Advanced tickets often being refused entry
However, a quick visit to the Station Managers office corrects that!

As above, the only reasonable excuse to refuse entry is if the ticket is not for that route
An example would be presenting a Preston - Glasgow ticket for use at Edinburgh Waverley
Equally, presenting a Birmingham to Stetchford First Class ticket at Bimringham New Street should be accepted (in the same way as Euston to Watford Junction is accepted at Euston)

 

[bnm]

Used Liverpool Lime Street's lounge this past week. Very nice - plenty of nibbles, choice of beverages and copies of The Independent.

At the far end there are some stools to sit on with nice views of the station throat.

Man Picc, I always seems to have problems accessing. Often the door buzzer is ignored if there is no staff member in the lounge. When it is answered and the lounge is staffed I have found myself having to show my ticket twice - once to the camera and again to the staff. Have also been asked to leave 30 minutes before scheduled closing time because, "....we are closing soon." :roll:

 

[chuckles1066]

I hope you follow this up. Virgin seem to make their own rules on entry into the Lounge

That isn't restricted to rail.

Whilst off-topic, I can confirm their lounge at Gatwick Airport seems to have a similar approach.

 

[Mojo]

You will be able to confirm this with them
You may use their lounges with First Class tickets issued by any TOC :
First Day Single
First Day Return
First Anytime

It's got nothing to do with who issued the ticket. A LOROL issued First class ticket for Birmingham to Warrington would be valid in the lounge, but the Virgin lounge at New Street only accepts tickets valid for travel on Virgin Trains services.