Virgin Customer Relations

[wellhouse]

I recently claimed a refund for a colleague who was charged an excess fare at Euston and delayed by an hour when he already held a valid ticket for travel on his chosen service.

I also requested confirmation of the validity of the original ticket, and that adequate training and information should be provided to staff to prevent repetition of the error.

Reply just in (Letter sent 1st October, reply dated 15th, so turned round in 2 weeks) says VT are 'currently trialling new ways to respond to our customers' and 'As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly...'

'As a gesture of goodwill', vouchers are enclosed which cover significantly more than the cost of the excess fare, but it is unacceptable that any Company (Railway or otherwise) should believe that a prompt response and modest generosity eliminate the need to address the underlying causes of any complaint.

 

[Clip]

Are you saying that Virgin trains are not the shining beacon of customer service that a petition and shouty bearded man claim?

Well I never.*




*I do need to stop being so cynical,sorry.

 

[SteamPower]

Would hardly call that a satisfactory reply I'd rather wait a bit longer and have my concerns addressed properly than be fobbed off like that!

 

[LexyBoy]

Reply just in (Letter sent 1st October, reply dated 15th, so turned round in 2 weeks) says VT are 'currently trialling new ways to respond to our customers' and 'As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly...'

Brilliant!

 

[GadgetMan]

'currently trialling new ways to respond to our customers' and 'As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly...'

Perhaps they'll write to you again at a later date? Without reading the whole letter rather than a small sentence taken out of context it would be unfair to criticise Virgin.

 

[Paul Kelly]

My reading of it is also that they will reply later in more detail.

 

[island]

I recently claimed a refund for a colleague who was charged an excess fare at Euston and delayed by an hour when he already held a valid ticket for travel on his chosen service.

I also requested confirmation of the validity of the original ticket, and that adequate training and information should be provided to staff to prevent repetition of the error.

Reply just in (Letter sent 1st October, reply dated 15th, so turned round in 2 weeks) says VT are 'currently trialling new ways to respond to our customers' and 'As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly...'

'As a gesture of goodwill', vouchers are enclosed which cover significantly more than the cost of the excess fare, but it is unacceptable that any Company (Railway or otherwise) should believe that a prompt response and modest generosity eliminate the need to address the underlying causes of any complaint.

This could mean one of two things: "we're going to throw money at complaints so that they go away" or "we're going to investigate more". But I think it's the former.

 

[wellhouse]

Perhaps they'll write to you again at a later date? Without reading the whole letter rather than a small sentence taken out of context it would be unfair to criticise Virgin.

Virgin go on to say...'While we have not fully addressed your complaint on this occasion, I can assure you that we will do all we can to ensure that whatever happens in the coming months, we will strive to maintain the high standards that you and we have come to expect.'

The letter closes with advice on how to use the enclosed Travel Vouchers at a station, travel agent, or through Virgin telesales, but there is no indication that they propose to show any further interest in the matter.

 

[Aldaniti]

Wether or not Virgin intend to reply later, there are two matters that would ostensibly be an issue for me. Firstly, if I had been excessed incorrectly I would be looking for a refund by cheque, not travel vouchers. I'm presuming Virgin have accepted liability by sending the vouchers. Secondly, the individual concerned may wish to pursue this further should they find Virgin's response unacceptable. However, they can only do so when they have received Virgin's response but by using any travel vouchers they might be deemed to have accepted Virgin's initial response. Given what appears to have happened according to the OP, a very unacceptable response from Virgin in my opinion. I would not use the vouchers and write to Virgin again requesting a more considered response.

 

[Ferret]

Virgin go on to say...'While we have not fully addressed your complaint on this occasion, I can assure you that we will do all we can to ensure that whatever happens in the coming months, we will strive to maintain the high standards that you and we have come to expect.'

The letter closes with advice on how to use the enclosed Travel Vouchers at a station, travel agent, or through Virgin telesales, but there is no indication that they propose to show any further interest in the matter.

So in other words, you could complain about England's match with Poland the other night being rained off and Virgin will send out travel vouchers to apologise because they aren't going to address the substance of the complaint? I've just fallen over laughing.

 

[GadgetMan]

Virgin go on to say...'While we have not fully addressed your complaint on this occasion, I can assure you that we will do all we can to ensure that whatever happens in the coming months, we will strive to maintain the high standards that you and we have come to expect.'

The letter closes with advice on how to use the enclosed Travel Vouchers at a station, travel agent, or through Virgin telesales, but there is no indication that they propose to show any further interest in the matter.

Sounds as though it's an end of franchise couldn't give a monkeys fob off.

 

[wintonian]

Sounds as though it's an end of franchise couldn't give a monkeys fob off.

What happens to pending complaints when a new company takes over a franchise?

Surely any new company can not be held responsible/ liable for the complaints towards the previous holder of the franchise.

 

[Clip]

So in other words, you could complain about England's match with Poland the other night being rained off and Virgin will send out travel vouchers to apologise because they aren't going to address the substance of the complaint? I've just fallen over laughing.

Only if Virgin were the ones who were promoting the match, which they were not, so its a pretty poor attempt at an analogy isnt it.

He has complained to Virgin about a service he has recieved and has recieved an unsatisfactory answer that is quite ambiguous as to whether they are going to tell him anything at all, or just fob him off with a load of travel vouchers.

Thats not good customer service.

 

[sheff1]

Thats not good customer service.

No, its the 'The Virgin Experience'.

Thankfully, once they were booted off the Cross Country franchise, I very rarely encounter The Experience. Still suffering Branson's sardine cans though

 

[GadgetMan]

What happens to pending complaints when a new company takes over a franchise?

Surely any new company can not be held responsible/ liable for the complaints towards the previous holder of the franchise.

The new company take on the franchise and previous TOCs commitments with regards to customer complaints/compensation claims etc.

 

[Wath Yard]

'As a gesture of goodwill', vouchers are enclosed which cover significantly more than the cost of the excess fare, but it is unacceptable that any Company (Railway or otherwise) should believe that a prompt response and modest generosity eliminate the need to address the underlying causes of any complaint.

Prompt response? 2 weeks to say we're ignoring your complaint!

 

[Ferret]

Only if Virgin were the ones who were promoting the match, which they were not, so its a pretty poor attempt at an analogy isnt it.

He has complained to Virgin about a service he has recieved and has recieved an unsatisfactory answer that is quite ambiguous as to whether they are going to tell him anything at all, or just fob him off with a load of travel vouchers.

Thats not good customer service.

Erm, it wasn't meant to be an analogy - I was ridiculing them for what smacked of them not reading the complaint at all, and just sending out travel vouchers regardless!

Still, as you say - it's 5H17 customer service. The ticket knowledge of their RPIs and TMs really does leave a lot to be desired - and it isn't something they can sort overnight either.

 

[Greenback]

I recently claimed a refund for a colleague who was charged an excess fare at Euston and delayed by an hour when he already held a valid ticket for travel on his chosen service.

I also requested confirmation of the validity of the original ticket, and that adequate training and information should be provided to staff to prevent repetition of the error.

Reply just in (Letter sent 1st October, reply dated 15th, so turned round in 2 weeks) says VT are 'currently trialling new ways to respond to our customers' and 'As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly...'

'As a gesture of goodwill', vouchers are enclosed which cover significantly more than the cost of the excess fare, but it is unacceptable that any Company (Railway or otherwise) should believe that a prompt response and modest generosity eliminate the need to address the underlying causes of any complaint.

I have to say that this seems a completely bizarre response to me! What sort of business plan is it to just chuck money at any complaining customer? Doesn't this only encourage people to put in more complaints just so that can get more vouchers?

In turn doesn't this merely increase the amount of correspondence that would have to be handled (even in the most cursory fashion) and thus slow the whole process down again?

I am completely bemused!

 

[Clip]

Erm, it wasn't meant to be an analogy - I was ridiculing them for what smacked of them not reading the complaint at all, and just sending out travel vouchers regardless!

Still, as you say - it's 5H17 customer service. The ticket knowledge of their RPIs and TMs really does leave a lot to be desired - and it isn't something they can sort overnight either.

Apologies, I may have read yoru response the wrong way.

And there was me thinking that with all the hubbub going on VT staff were the best in the world at everything they do!!

Even though you are right with your final sentence

 

[Butts]

I have to say that this seems a completely bizarre response to me! What sort of business plan is it to just chuck money at any complaining customer? Doesn't this only encourage people to put in more complaints just so that can get more vouchers?

In turn doesn't this merely increase the amount of correspondence that would have to be handled (even in the most cursory fashion) and thus slow the whole process down again?

I am completely bemused!

Well I for one was most grateful for this policy when I made a genuine error earlier this year. I left a ticket behind in Scotland when travelling to England to undertake a trip with my daughter from Birmingham.

I had to pay to replace the ticket and they gave me a refund on the original one I'd left behind.

 

[bb21]

I do not read the response from Virgin as a sign that they will investigate further. It definitely sounds like they consider the matter closed. If I were in that situation, I would write back, thank them for their gesture of goodwill and point out that the underlying issue remains unresolved. I would also spend the vouchers as they are exactly what they are claimed to be - goodwill gestures and no more.

 

[RJ]

If truly unsatisfied, write back to them tellling them exactly what you want them to do and send back the vouchers in full!

 

[island]

If you are willing to get worked up on the principle, then RJ's suggestion is right.

In my case, I would just spend the vouchers. My time's worth more than that.

 

[Aldaniti]

No disrespect to anyone, but the reason why such companies get away with poor or mediochre customer service is because of the apathy (or general cluelessness) of a good proportion of the population. I was in a high street branch of M&S this morning that frequently has what I consider to be unacceptable queue levels in the food department. When the queue is beyond what I consider an acceptable level I simply walk out and go elsewhere but the vast majority just stand there, queue and put up with it - which is why M&S have no incentive to do anything about it.

 

[RJ]

No disrespect to anyone, but the reason why such companies get away with poor or mediochre customer service is because of the apathy (or general cluelessness) of a good proportion of the population. I was in a high street branch of M&S this morning that frequently has what I consider to be unacceptable queue levels in the food department. When the queue is beyond what I consider an acceptable level I simply walk out and go elsewhere but the vast majority just stand there, queue and put up with it - which is why M&S have no incentive to do anything about it.

Sometimes you have to put things into context. The OP has given no indication as to the nature of the tickets used, but if there were problems at the barrier followed by the OP's requirement to seek confirmation that the tickets were valid after the incident, that would suggest it wasn't the simplest of tickets.

Personally, when I've had this type of problem in the past, I've been happy to be reimbursed in full plus receive some extra to cover the costs incurred by submitting a complaint/appeal and I'm happy to leave it there unless there are other aggravating factors. In my case, it's in the TOC's best interests to feed back to its own staff as I'm a regular traveller and their staff's malpractice is causing the company to make a loss financially and in terms of administrative time whenever I travel.

I'm still curious as to exactly what the OP wants Virgin to do or say. Was the ticketing arrangement some genius suggestion by an enthusiast who failed to provide realistic advice on the potential consequences? The reality being that getting creative can cause problems and is not recommended for anyone who doesn't know how to speak up and get themselves past that barrier. If as a consequence you miss your train and lose time, you're not getting that time back. Seek financial redress for the TOC's failure to identify a valid fare and move on.

Going on the story the OP has provided, I'm siding with Virgin. They have provided an adequate response.

 

[Trog]

To my mind "this reply" suggests that there will also be another one.

Also are the vouchers in addition to a refund of the wrongly charged anount, or instead of it? As I would not be happy with a company taking real money off me, and returning vouchers.

 

[bb21]

I'm still curious as to exactly what the OP wants Virgin to do or say.

He wanted confirmation that the tickets were valid.

Going on the story the OP has provided, I'm siding with Virgin. They have provided an adequate response.

The question in his original complaint was not answered, so "adequate" is the last word I would use.

 

[cjohnson]

Sometimes you have to put things into context. The OP has given no indication as to the nature of the tickets used, but if there were problems at the barrier followed by the OP's requirement to seek confirmation that the tickets were valid after the incident, that would suggest it wasn't the simplest of tickets.

I assume the issue in question was the one outlined by the OP in this post.

 

[All Line Rover]

I assume the issue in question was the one outlined by the OP in this post.

On that basis, I can understand why VT were reluctant to address the OP's complaint. I would have reservations about pursuing the matter further, as it may only encourage VT to try and close the 'loophole.'

 

[DaveNewcastle]

. . . . it is unacceptable that any Company (Railway or otherwise) should believe that a prompt response and modest generosity eliminate the need to address the underlying causes of any complaint.

I disagree with your opinion, and also disagree that you have correctly understood what you have been told by the Customer Services Officer.

It is reasonable for Customer Services to deal with the customer's correspondence and any compensation or 'goodwill'. But they may not be able to answer technical matters (in this case a ticket detail) and even less likely to be appraised of the training of personnel. In fact it is unlikely that they could reasonably receive such feedback from training, even moreso in the current position that Company is in, with possibly no future for which it will have staff to train. (The fact that staff may be TUPEd into ongoing employment is no business of Virgin's Training Dept. which in all probablility is effectively closed.)