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Tuesday, May 24th, 2011, 3:00 am

Virgin Trains’ Customer ‘Support’ a Waste of Time

Speeding train

A couple of months ago Virgin Trains made an error which left me with an invalid couple of tickets. I had to purchase 2 new tickets in London and be late as a result, too. At the end of the day I approached Virgin, attempting of course to resolve this over the counter, instead being referred to customer support (by snail mail to Birmingham). After carefully writing an explanation and enclosing the unusable tickets I have been writing a couple of letters to them, passing them by post at the expense of my time and patience. They later ended up sending me a survey to provide feedback on customer support (which I did send them) rather than actually write back about the case of their mishandling. The post never came from them.

To cut this long story short, this whole experience was money down the drain and then a lot of time down the drain. I probably won’t buy tickets from Virgin Trains again. It’s not even worth losing hours like this, either in vain (like in my case) or where the outcome might be rightful compensation. I can only advise others to avoid Virgin Trains as well. After they mess up, their Customer ‘Support’ team failed to pick up the pieces. It’s a recipe for unhappy clients.

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