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Went to eng v swiss game last week and after the game missed my connecting 1040 train back to brum , was forced to pay another £28 extra to board the 1140 train , virgins staff were very rude and unhelpful , someine had been sick on the train and the female member of staff came along with some sort of spray and sprayed it all over another passengers coat as well as the mess , then when the lady in question had words she went and got the transport police who were very mouthy would it be worth complaining to Virgin ?
Just to let you know that as a customer of yours I was appalled the way a member of your staff treated me and my 2 companions , and 2 female members of the public not kown to us .
We missed our 1040 train back to Birmingham and when we asked your member of staff for assistance she was very rude and told us in no uncertain terms that we needed to purchase another ticket or else Quote " you will be stuck in London".
So we went and brought another ticket cost £28.00x 3 and boarded the train .
The unhelpful asst on your train needs some customer training , she was rude , barging up and down the train , someone had been sick on the train , she looked at us like we had done it , then when she was cleaning up the sick , with some sort of spray , she got it on another passengers coat and when she was told of this her attitude stunk (nearly as much as the sick).
She then went and reported the incident to BTP who virtually told us to shut up complaining or we would be chucked off the train at the next station .
Now I know a load of football fans can be intimidating and yes its not nice cleaning up sick , but as its her job and we had nothing to do with it I do not see why we bore the brunt of her vileness .
Firstly yes the person should not have been rude to you there is no excuse, secondly it is not that persons responsibilty no matter what you think to clean up other peoples sick, she is not paid for that, cleaners are employed at stations and on trains when available, what you should have done was asked to be moved.
Regarding your ticket, again the person should not have been rude to you but if you were not allowed on that train it means you purchased an advanced ticket which means you must travel on the train that is printed on your reservation ticket which would have been the 1040, if you miss your train as you know now your ticket becomes invalid, it is YOUR responsibilty as the customer to ensure you are buying the right ticket, also at every station that Virgin uses there are signs stating the terms and conditions of advanced tickets.
If anything happens again like that may i suggest you ask for the Train Manager, it is they who control the train not the assistants and if the people who had their clothing sprayed had spoken to he/she they would have been giving tokens to have their items cleaned.
We are not there to cause problems or hassle but as with all jobs that deal with the public we deal with some very horrible people at times, it's no excuse but i imagine that those people who treated you incorrectly were having a bad day with the football fans, also we only have your side of the story.
Complain yes,
If that don't work, go higher up in Virgin.
Then go to Passenger Focus.
Virgin have always had the "were better then anyone else" attitude. They even treat fellow railway staff like s*** and then have the nerve to complain when they are treated the same back.
I have always had problems when travelling on Virgin XC (as was) and West Coast (as is now), that's why I try to avoid virgin like the plague.
She then went and reported the incident to BTP who virtually told us to shut up complaining or we would be chucked off the train at the next station
LB
I'm just a little bit intrigued by this bit in your letter.
Now I can see why you are complaining to Virgin Trains, but are you also making a complaint to the British Transport Police?
Did they give you a reason for why they appeared to be supporting the on train staff?
If not, are you not also making a complaint about their attitude?
Virgin trains last wednesday
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Originally Posted by loyalbrummie
