Virgin Trains East Coast’s app seems to confuse its staff

Virgin Trains East Coast’s app seems to confuse its staff
Because I used the Ticket Wallet app it seems I can’t get a refund on an unused return ticket

I am in dispute with the refunds team at Virgin Trains East Coast over a super off-peak return ticket from King’s Cross to Doncaster, which cost £88.40. For more than a month I’ve been trying to claim a refund for the unused return portion of the journey – I’ve made at least three 15-minute calls and had numerous email exchanges. This type of ticket allows return travel on any day within a month, at off-peak times.

Under all the terms and conditions I can see, I believe I am entitled to a refund. The problem arose because I chose to “collect” the tickets on Virgin’s Ticket Wallet app, meaning I can’t just go to a station desk and get a refund. Virgin has made no contact to let me know that my refund request has been rejected, so I’ve been left in the dark. What is more troubling is the complete inconsistency of information given by phone staff, which you have helpfully highlighted before on this page. One reason for the refund not being processed/honoured included: “It’s because you chose to collect your tickets on your mobile. As soon as you collected the tickets on the mobile, it is not possible to get a refund because we don’t know if you have used it or not.”

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Source: Guardian Transport

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