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Booked a ticket on Virgin East Coast two weeks ago. Their website was overloaded and it took about 3 attempts to book the ticket. Didn't realise on the 3rd attempt that I'd clicked the wrong date for the journey (out by a week).
Called them straight away and after waiting 50 minutes for them to answer the phone was told that as it was a genuine mistake, they could do a full refund provided I bought another ticket for the correct journey.
Duly done, refund finally processed today. On a £94 ticket they've refunded £37 and kept £57 as a "processing fee".
Complete and utter shysters. I know Richard Branson doesn't actually own them any more but I'm slightly disappointed that he wasn't destroyed along with his stupid island.
My stepson went for a job interview with them 2 weeks ago. (train driving) It wasn't an actual interview but some kind of team building experience, he almost walked out cos it was full of idiots but kept with it. He texted on his way home & said he wouldn't work for them if he was offered the job.
He got a driving job with TPE.
worst customer experience I have ever had was with them. I start shaking with anger when I think about it... oh no I'm thinking about it now.
Ever??
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Sat in 1st class on one of their trains just now (I'm a wanabee Flashy 😉 ). All is well