Property News · March 6, 2018

Virgin Trains’ ‘automatic refund’ is way off track


My train was halted with no explanation, but Virgin hasn’t repaid me as it shouldIn January I travelled by Virgin West Coast from London Euston to Carlisle. We were told of “potential problems further up the line” and some hours later the service terminated at Preston. I, and a few hundred others, had to queue for a coach to Carlisle. I waited an hour. There was no apology or explanation. I later learned that the line north of Preston had been closed since that morning but there was no indication before departure, thus denying those, like me, with cancellable tickets the opportunity to make other arrangements (such as via Virgin’s East Coast service).On arrival, hours late, at Carlisle, and on returning south the following day, I asked about compensation and was directed to posters announcing that delay payment was made automatically by refund to a credit card account, without the need for a separate claim. My credit card bill arrived on 17 February and showed no refund of the £101 due. I then made a manual claim on the Virgin website and received a denial of liability as “my claim was not made within 28 days”. Continue reading…

Source : theguardian.com
Read more…Virgin Trains’ ‘automatic refund’ is way off track

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