Refund policy on partial declassification?

[sparks2000]

The Virgin Trains service 10h00 Birmingham New Street to London Euston ran into problems with seat reservations. Many passengers were holding reservations expecting to be on a Voyager that has now been replaced by a Pendolino.

The Train Manager decided to declassify the train and the first class refreshments service was made around the passengers holding 2nd class tickets. Hopefully everyone got a seat and all the first class passengers got their breakfasts.

There's still an element of 'not fair' - some passengers who didn't push their luck with seat reservations will be standing or separated from their families in the second class carriages - There are empty first class seats - no general announcement was made (in first class zone). Some other passenger got to enjoy the bigger seats and tables that first class is all about. A nice bonus for some - one of the things we all like to receive for free once in a while. Similarly first class ticket holders paid more than most people sitting with them - what's the policy on a concession for those passengers?

 

[Haywain]

If the holders of first class tickets got the first class service that they had paid for, I can't see how there would be any compensation entitlement.

 

[ainsworth74]

Normally if first class is declassified you would be entitled to some manner of refund. Though if they still delievered the first class service then I agree it seems a bit murkier. I'd suggest writing and seeing what VT say.

 

[The Snap]

I've been on a plenty of trains back from Euston to Piccadilly on Saturday evenings after the football. These are always packed as we all head back up north from London games, so invariably I buy First Class tickets or upgrade to get a bit of space.

In the latest instance, I had First Advance tickets but the train was declassified due to it being exceptionally busy and the last train of the day. We were not provided with a First Class service but advised to claim free refreshments from the Shop in Coach C. I suppose this qualified as the "First Class service" given it was a weekend, and therefore I don't think a refund/compensation would apply. Would you agree?

 

[bb21]

There is no First Class at-seat service at weekends.

 

[andrewkeith5]

There is no First Class at-seat service at weekends.

Er.... Except presumably every time I've traveled first class at the weekend?

 

[bb21]

On Virgin? I havenever had at-seat service at weekends.

Not sure what's going on there.

 

[Bletchleyite]

It has recently been reintroduced on busier trains, though with the same stuff you would get from the buffet (the snack boxes).

Neil

 

[yorkie]

Was it declassified?

Sounds to me more like some passengers were given complementary upgrades and the full 1st class offer continued to be provided?

That's not the same as declassification.

Passengers who had reservations which were not honoured and had to stand would have been compensated.

 

[Deerfold]

There is no First Class at-seat service at weekends.

Have they stopped that? It wasn't as posh, but I got a goodie box delivered last time I caught a daytime Sunday VT service.

 

[Starmill]

I'd suggest writing and seeing what VT say.

"Hi sorry we didn't read properly what you said about us, but whatever it was we are uber sorry honestly and we really are perfect almost all the time. We notice you bought one of our ultra-expensive tickets, so here's an unspecified large amount in Rail Travel Vouchers for you to enjoy as long as you don't tell anyone you were unsatisfied and that just because it's Virgin Red, doesn't really mean it's literally perfect in every way. Thanks. "


Virgin have always had at-seat snack box (now snack 'hamper', much improved and includes water) and a hot drink in a cardboard cup at weekends whenever I've used it. I'm sometimes invited to come down and ask for more cans of pop later.

 

[The Snap]

There is no First Class at-seat service at weekends.

On Virgin? I havenever had at-seat service at weekends.

Not sure what's going on there.

Was it declassified?

Sounds to me more like some passengers were given complementary upgrades and the full 1st class offer continued to be provided?

That's not the same as declassification.

Passengers who had reservations which were not honoured and had to stand would have been compensated.

"Hi sorry we didn't read properly what you said about us, but whatever it was we are uber sorry honestly and we really are perfect almost all the time. We notice you bought one of our ultra-expensive tickets, so here's an unspecified large amount in Rail Travel Vouchers for you to enjoy as long as you don't tell anyone you were unsatisfied and that just because it's Virgin Red, doesn't really mean it's literally perfect in every way. Thanks. "


Virgin have always had at-seat snack box (now snack 'hamper', much improved and includes water) and a hot drink in a cardboard cup at weekends whenever I've used it. I'm sometimes invited to come down and ask for more cans of pop later.

For as long as I can remember Virgin has offered at-seat tea and coffee at weekends in First. More recently (say in the last 2 years) they also provide a snack box, as starmill said above, delivered to your seat.

As I originally said, it is this at-seat service which normally gets canned when First is overly busy (like after the football), and you are advised to head to the Shop to claim your complementary refreshments upon showing a valid First Class ticket. In my experience, if First (or indeed the whole train) is overly busy, people with Standard Class tickets can sit in First Class and are not charged an upgrade, however are obviously unable then to take advantage of the complementary items from the Shop.

 

[Tetchytyke]

Virgin do not guarantee at-seat service on weekends. On busier trains they have an at seat service, staff permitting, but unlike East Coast it's not an advertised offer.

Generally I've seen at seat service on most daytime Pendolino trains, although only south of Preston on the Scottish trains.

I'm not sure first class was "declassified" here, just that passengers with reservations that would be a standard Voyager carriage could take them. I've seen east coast do similar when a HST subs for a Mk IV.

 

[221129]

Am I missing something, but doesn't a Pendo have MORE Standard Class seats than a Voyager? (Unless it was vice a double Voyager?)

 

[Flamingo]

I am inclined to say as a general principle that if one gets what one pays for, it's a bit churlish to complain if somebody else gets more than they paid for, especially if it doesn't impact on one getting one's entitlement.

Think the parable of "The Laborers in the Vineyard".

 

[Starmill]

I once stood from Crewe to London on a single Voyager that had come from Holyhead (the Northern service to Crewe had been cancelled, it was the next available London train and I really really didn't want to be more late than I already was). It was probably the most unpleasant time I have ever spent on a train ever. They announced several times on that about First Class not being declassified and the collect your refreshments from the shop thing. Of course Weekend First would have been available.