5.1 Looking After You When Services Are Delayed
Our people are trained to identify and resolve any journey
difficulties you may have. Sometimes problems occur outside
our control that affect your journey. We will do our best to
advise you of any delays as they occur before you join one
of our trains.
If you are travelling with Virgin Trains and are delayed
for more than one hour waiting for a train at a station,
we will, where possible, provide you with vouchers for
free non-alcoholic drinks. If your train is cancelled and the
subsequent train is two or more hours later, transport will be
provided to the nearest railway station that can conveniently
be used to enable you to reach your destination station, or,
at our discretion, your actual destination. Where onward
travel on the same day is not possible (either by train or
by suitable alternative transport) we will provide overnight
hotel accommodation.
We will make every effort to ensure your comfort as soon as
we are aware of any problems, and will keep you informed of
developments. Where facilities are available, we will provide
you with a covered waiting area with seats and refreshments.
If you have already joined our train and it is delayed for more
than 30 minutes we will provide complimentary non-alcoholic
drinks until stocks are exhausted, and keep you informed of
developments. We will give you full information about any
delay to your train at regular intervals during your journey,
as well as regular announcements giving the planned station
stops and approaching stations. Our onboard Customer
Service team will help you with onward journey planning.
Announcements of the delay will be made at staffed stations
along the route. We will pass information to people meeting
our customers where possible.
In the event that disruption to the service causes delay, we will:
get you to your destination station
or arrange alternative transport where this is not
practical and appropriate
or, if your onward journey is not possible, get you back
to your originating station
or make appropriate arrangements for stranded passengers.
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.
