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“Shocking Customer service”

written by on 08/09/2013

I was struggling with an injured knee, luggage and ticket whilst boarding the train. Unfortunately I dropped my ticket onto the track. I still had my receipt and virgin trains app booking confirmation. I immediately told a member of staff who told me to speak to the train manager and assured me it would be fine since I had proof of purchase. The train manager did not want to know or hear my justification. He told me that I had to purchase a new full price ticket for £70 or face a fine. He could see that i was clearly distressed but was not even willing to discuss. I feel thoroughly cheated by Virgin, especially given the shocking service I have suffered through for years without complaint. Driving is looking much more appealing in future.