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dean.clark

Virgin Trains - Ticket Replacement

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Just spent the last hour speaking to 3 people in India regarding repalcing lost tickets for a train journey booked in 5 days time....

 

Virgin have a policy that they will not replace a ticket if u have lost one after it has been printed and delivered.

 

However if they lose the ticket during the delivery process they will!!

 

Their reason: that the ticket has a monetary value to them and that to re-issue a duplicate ticket, they get charged again for the same value. If they have lost the ticket in transit, they have an agreement with RM to reimburse the cost of the original tickets. If you or I lose a ticket, a new one has to be purchased.

 

Now in some ways this is not unreasonable if the ticket was for a train journey on an open ticket that could be used anytime and by anyone, although logic states that tickets lost by Virgin in transit could also be used (if stolen) without anyone knowing.

 

Where this becomes unreasonable is when the tickets are for advanced bookings with reserved seats. In this case they still will not budge on policy. Surely only a stupid thief or chancer finding a lost ticket with reserved seating would try to travel knowing that the original purchaser would also turn up with the same ticket reservations.

 

The RM have lost my tickets that i sent to my son to get hom home from Uni for xmas and that are reserved seating in 1st class. Virgin reckon that they cannot offer replacement because i lost them after they had delivered them, (albeit via a ticket machine that i had to travel to, to get them).

 

RM have admitted they do not know where the tickets have gone and now Virgin expect me to follow this up with them for the compensation of having to buy another ticket.

 

Great for Virgin selling the seat twice!!

 

My debate centered around that they should allow the fact that they provide a confirmation mail and ticket reference, train time, seat numbers etc as proof of purchase and therefore i should be allowed to travel using this, but Virgin say that National Rail wont allow this!! Yet they provide Mobitickets that do just that...

 

They are taking my money knowing that these seats will not be used (other than the usual chancers that spot an empty reserved seat between stations) when they should have more efficient ways of dealing with lost tickets.

 

Any other form of transport would allow you to reprint tickets!!

 

Surely this policy is illegal and subject to consumer rights invetigation. ?

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Your quarrel is with Royal Mail for losing your post, not with Virgin, because they fulfilled your order when you picked up the tickets from the machine. Did you use Special Delivery or another insured service?

 

If not then I suggest you write to Virgin Customer Services and plead your case, because the call centre isn't geared up to deal with anything other than simple booking requests.

 

The comparison with mobitix is not really fair because users of those have to show the credit card they used to purchase them - it is a ticket with special conditions, not just a travel confirmation.

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It would be interesting to see what Virgin's T&Cs say about this. Could you link us to them.

It is certainly very unfair. Are Virgin selling a journey or a travel voucher?

As the tickets have to be put into an electronic reader in order to pass the barrier, it should be a simple matter for Virgin to invalidate them and to issue new ones


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Your quarrel is with Royal Mail for losing your post, not with Virgin, because they fulfilled your order when you picked up the tickets from the machine. Did you use Special Delivery or another insured service?

 

If not then I suggest you write to Virgin Customer Services and plead your case, because the call centre isn't geared up to deal with anything other than simple booking requests.

 

The comparison with mobitix is not really fair because users of those have to show the credit card they used to purchase them - it is a ticket with special conditions, not just a travel confirmation.

 

appreciate your comments,however my quarrel as you put it, is not with RM. My point is that Virgin have no facility to reprint tickets that have been lost. By this i mean advance tickets with clear reservation of seats and not open tickets.

 

Why should the customer have to pay twice and then have to chase the likes of RM for compensation that will take ages and loads of form filling to achieve.

 

Virgin know that the lost tickets will not be used so they are in effect taking the money twice.

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Well if you write to them then they might agree to replace them, and I think it's a fair point that they are Advance tickets and therefore low risk of travel fraud, but they don't have to agree because they've delivered them to you successfully. Don't waste any more time on their unhelpful phone line anyway.

 

If I sent you a cheque and it got lost then I could send you another one, but unlike a ticket, lost cheques can be stopped - for a fee of course.

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Agree with your telephone point entirely 😖

I know I am fighting a lost cause, however I find the way that train companies can manipulate consumers is immoral and they need to become more focused on customer rather than coffer

The unfortunate bit is that I can't let my wallet do the talking as there are no other train companies to choose from, which basically means they can do whatever they want.

ROCKSTAR my ar*e!!

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Couldn't agree more !

Amazed how they have not gone this route with their technology, but there again they don't have to as they dominate the railway links from north west to London so they don't have to consider investing in the customer experience

ROCKSTAR OR CROOKSTAR ? The latter in my opinion

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