Has anyone reading this had problems trying to get a refund for a ticket that they bought using the Virgin Trains website?
I bought a return ticket for a journey from Liverpool to London, but the meeting I was travelling to was cancelled at the last minute. I called Virgin, and was told I could cancel the original tickets for a refund, and book new ones for two days later, which I did. I then sent the unused tickets to Virgin Trains to claim the refund to my credit card.
Virgin (or their agent, I presume) have refunded the cost of one leg of the journey, but not the other. After three weeks and three calls to their call centre, I still haven’t been able to get the other half of my money back. They are now claiming that they didn’t recieve the tickets – a ludicrous assertion as they have already granted a partial refund for one of them (both tickets were sent in the same envelope).
Has anyone else had problems with a refund from Virgin Trains? Also, is their online ticketing run by ‘The Trainline.com’? I intentionally didn’t use The Trainline because of stories I’ve heard and read about their customer service since they were bought out a couple of years ago.
I’m just wondering whether this problem is an isolated case of a cock-up in the system, or whether it’s indicative of the problems I’ve read about.
I wouldn’t mind quite so much, but the ‘manager’ I eventually got to speak to this morning sounded like he really couldn’t have cared less.
Update: it’s now March 27th, and despite two further calls to Virgin Trains and assusances that I will have my refund “within 4 days”, I still haven’t had a penny. Frankly, I don’t believe them anymore.
On Monday I’m going to try and speak to someone at Virgin in the UK, and also to Trading Standards, if they’re interested.
