Bad experience collecting a ticket with Virgin Trains

[YorkshireBear]

My theory is their original ticket was First Class, and the replacement ticket was Standard Class, and she sat in her original booked seat, and was therefore charged Weekend First, and that the £10 trial on that route must have been extended. This is pure speculation and just a theory as I can think of no other rational explanation. A guard cannot issue a fine, and there would not be a £10 fare to explain this, other than Weekend First.

well that does make sense and is not a fine it is a very poor communication between OP and Ticket sales person....

as you say hes not replied though so who knows

 

[shdale]

"It's really an open and shut case - no booking ref = no ticket sadly." Thanks Scotsman...another shining example

 

[yorkie]

"It's really an open and shut case - no booking ref = no ticket sadly." Thanks Scotsman...another shining example

Can you provide any of the info I asked for, so we can help you?

As for Scotsman's comments, several people have already indicated they were harsh in this thread.

And you can collect tickets without a booking reference if the ticket office is helpful. East Coast did this for me once, all they need is the name used for the booking, and the origin and destination. They are likely to ask for either the original card used for the booking or confirmation of your address to verify identity. Perhaps Virgin are not as helpful as East Coast. In any case, Scotsman is wrong on that issue, it is not as simple as "no booking ref = no ticket", providing the ticket office staff are reasonable!

If you can do a 'Print screen' of your confirmation emails, we can help, and any further info you can provide would help.

 

[First class]

The £10 could be an admin fee for an Unpaid Fare Notice if that was how she was dealt with on-board.

 

[moonrakerz]

If you walk into John Lewis to collect an item that you have paid for but forgot your Reference Number, would you expect to be turned away in a brusque manner and told to buy it again.

Of course not.

Quite true - but if someone else turns up with the same receipt, the only way they would get the item is to buy it !!!
In this case ONLY one item can possibly be collected - if the TOC issues a new ticket on the strength of just a receipt it has no way of knowing (without the 8 digit ref) whether that ticket has been or will be collected elsewhere.

If I turn up a concert/football match without the ticket - will they let me in on the strength of the receipt - will they hell !

 

[YorkshireBear]

Quite true - but if someone else turns up with the same receipt, the only way they would get the item is to buy it !!!
In this case ONLY one item can possibly be collected - if the TOC issues a new ticket on the strength of just a receipt it has no way of knowing (without the 8 digit ref) whether that ticket has been or will be collected elsewhere.

If I turn up a concert/football match without the ticket - will they let me in on the strength of the receipt - will they hell !

if you read post he doesnt question whether piece of paper he has is right but he says he never recieved another email so presumed this was right one... this is one of the questions he asks....

 

[EltonRoad]

It's as cheap a jibe and as unjustified as what you are complaining about from other posters

It's true, though. Some rail staff do appear to think this through the way they deal with customers, the one in the OP being a prime example.

Besides, customers have a right to complain about staff if they're treated poorly. Staff complaining about customers, on the other hand, are on dodgy ground if they're anything like the OP sounds. It is after all their job to sort out exactly the scenario described here, and not to get up and walk off, or take the easy option and try and get the customer to buy and new ticket.

 

[First class]

It's not their job to sort out his scenario! He is there to ADVISE and follow the rules and instructions given to him by Virgin, ATOC or any other TOC. He can't break these rules without the possibility of getting himself into trouble.

It is good customer service to politely ADVISE him on the best solution, and he was advised that he needed a new ticket because there really is nothing he can (legally) do with that piece of paper.

The guy in the ticket office may have had an attitude with you- and if so, it's not good. There really was nothing he could do other than sell you a new ticket.

Of course, the OP acted entirely reasonably, level-headed, didn't get a bit stressed (or express his annoyance at the retailer). Is it not arrogance to be told you need to buy a ticket, and yet, still get on the train without one?

The one thing that is ironic here is that Fasticket was designed to cut out the retailer! The OP chose the ticket himself, reserved the seats- himself, opted to pick up the tickets from a machine-himself...

 

[yorkie]

if the TOC issues a new ticket on the strength of just a receipt it has no way of knowing (without the 8 digit ref) whether that ticket has been or will be collected elsewhere.

Actually they do know.

There really was nothing he could do other than sell you a new ticket.

I disagree. EC can manage...

 

[EltonRoad]

Is it not arrogance to be told you need to buy a ticket, and yet, still get on the train without one?

Given that he'd already paid £35 over the Internet, and another £45 at the station, no, it wasn't arrogant to do this.

 

[scotsman]

Is it not arrogance to be told you need to buy a ticket, and yet, still get on the train without one?

Hold on a second! They paid again! (I see this has been mentioned above)
---------
Shdale, You are told to bring it with you, and I agree that it is easy enough to take the wrong piece of paper if you don't do this terribly often (I don't very often at all) - unfortunately when they do have situations like this they don't always know what to do (if they are able to do this at all)

 

[cuccir]

I'd normally be very supportive of people who come on here with these stories, but I feel sick at the hatred aimed at other road users ("the usual morning-motor-monsters"), the cynicism displayed towards the rail staff ("The expected, welcoming “Good morning madam how may I help you?” (with a smile) was conveyed in the way of an early morning smirk, grunt and nod") and self-aggrandising ("my usual very calm and considered approach to life’s little challenges started to wobble") attitude displayed in this post.

That said, shdale appears to have received poor customer service with little explanation, it would seem, as to why the e-mail presented was incorrect and the reasons that his mother was charged the extra fees etc. Lesson learnt - even people with disagreeable attitudes can be subject to the sort of poor treatment which spreads further the idea that rail travel isn't worth the hassle which is why this sort of case should matter to all of us, whether as enthusiasts, regular passengers, or staff.

 

[EltonRoad]

(Pressed wrong button)

 

[moonrakerz]

Actually they do know.

Without the 8 digit ref ?
--- old post above --- --- new post below ---

if you read post he doesnt question whether piece of paper he has is right but he says he never recieved another email so presumed this was right one... this is one of the questions he asks....

The post you quote was in response to the previous one about John Lewis NOT the OP.

 

[Greenback]

I'd normally be very supportive of people who come on here with these stories, but I feel sick at the hatred aimed at other road users ("the usual morning-motor-monsters"), the cynicism displayed towards the rail staff ("The expected, welcoming “Good morning madam how may I help you?” (with a smile) was conveyed in the way of an early morning smirk, grunt and nod") and self-aggrandising ("my usual very calm and considered approach to life’s little challenges started to wobble") attitude displayed in this post.

That said, shdale appears to have received poor customer service with little explanation, it would seem, as to why the e-mail presented was incorrect and the reasons that his mother was charged the extra fees etc. Lesson learnt - even people with disagreeable attitudes can be subject to the sort of poor treatment which spreads further the idea that rail travel isn't worth the hassle which is why this sort of case should matter to all of us, whether as enthusiasts, regular passengers, or staff.

I agree cuccir. I like to think that I am usually very fair and champion customer service, but the way the original post was written jarred with me a bit. For isnatnce, the part about the welcoming greeting - I never hear anything like that when I go about my daily business, be it at the supermarket checkout, the petrol station, or any other retailer. The best I can expect is 'hello', and if I'm honest, that's all I want!

I cannot come to any judgement on the rights and wrongs of the situation without knowing more about the tickets, the method of purchase or the means of delivery. The online buying process is not perfect, but it is pretty clear given the complexities of the ticketting system and the fragmented network we have. I do sympathise with people who are unfamiliar with any system. When I first booked ticketless travel with Easyjet I was mightily confused, and it tooke me a long time to read all about how it works. Having done so, I can now do it pretty quickly and with confidence.

 

[Deerfold]

I agree cuccir. I like to think that I am usually very fair and champion customer service, but the way the original post was written jarred with me a bit. For isnatnce, the part about the welcoming greeting - I never hear anything like that when I go about my daily business, be it at the supermarket checkout, the petrol station, or any other retailer. The best I can expect is 'hello', and if I'm honest, that's all I want!

I cannot come to any judgement on the rights and wrongs of the situation without knowing more about the tickets, the method of purchase or the means of delivery. The online buying process is not perfect, but it is pretty clear given the complexities of the ticketting system and the fragmented network we have. I do sympathise with people who are unfamiliar with any system. When I first booked ticketless travel with Easyjet I was mightily confused, and it tooke me a long time to read all about how it works. Having done so, I can now do it pretty quickly and with confidence.

Indeed - and although a couple of posters were a little sharp, several offered to try and help if more information could be provided. The OP has posted again once, but only to complain about one of the replies.

 

[Greenback]

Another thing that has struck me having re-read the first post, is that it doesn;t seem to contain any request for help or assistance. Instead it just seems to tell a story, or as soem may put it, is just a rant against Virgin and Birmingham New St. I have no problems with stories of poor service, as long as there is a right of reply!