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Its a refund, we purchased tickets in advance for Manchester through the Virgin website when we got to our local station we were told they were invalid and had to buy them again. They weren't invalid so we made a claim against Northern Rail, having now processed the refund for payment they tell...
We are aware of an issue with emails from the Forum to Microsoft-based email accounts (hotmail/outlook/live.com email addresses). This is being looked into currently, thanks for your patience meanwhile.