was about to give up, realising that getting justice would take far longer than it’s worth. But now it’s a matter of principle and it also provides insight into how dysfunctional things are at Virgin. It’s an opportunity to show that after nearly 5 months Virgin still suffers from bureaucracy that has the customer (me) tell and retell the story half a dozen times to half a dozen different representatives (that’s how it works in big companies). Way back in the beginning of April I was given an invalid ticket by Virgin and they still play dumb about it, even after they received many long explanations (hand-written) and paper trail that support the claim with solid evidence. After 3 visits to the counter (face to face), 3 letters sent with detailed explanations of the claim, and 3 phone calls, there is a glimmer of hope as the lady I spoke to 5 minutes ago acknowledged their mistake. What Virgin has in its hands are 2 blunders. One is the selling of an invalid ticket that cannot be used and causes great discomfort, lateness too. The other is the support team tacking nearly 5 months to finally compensate (it seems inevitable now), although it took many hours to handle a small claim that is just the fraction of the total I spent on Virgin Trains.
The moral of the story is, if you can, avoid Virgin. It’s just not worth the trouble. Your blood pressure does not need it, either.