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Comfortable journey but really bad customer service!
Author Name: Fernando Pessoa
Advantages: Comfortable seats
Disadvantages: Awful and uninterested staff
Just yesterday I travelled with Virgin trains from London Euston to Manchester Picadilly and having bought the tickets online (option available to hopefully make your life easier) found myself being refused to receive my ticket at the Virgin ticket office.
For security reasons I use a special online card (MBNET) which allows me to purchase goods online and its attatched to my current account but obviously the number on my card and the one with which I bought the ticket is different (otherwise it wouldn't be a secure method) meaning that the ticket officer wouldn't allow me to receive my ticket. Although I had proof of ID and the confirmation number of my ticket I was still refused to be given my ticket and asked to buy another ticket at the increased price of 65 pounds without no refund for the previous ticket that I had bought online.
The lack of interest that the ticket officer showed for my situation was incredible showing that their need to improve on customer service is big and I had to ring myself Virgin in order for them to authorise their staff to accept my ID - I mean couldn't they ring themselves? (they refused to do this also)
One of the options that is given to customers who buy their tickets online is to choose which seat they would like to reserve for their journey - since I easily feel travel sick I chose a seat foward facing our direction (if that makes any sense) and when I got to my seat it was exactly the opposite making me feel sick the whole 2 hours of the journey and not being able to relax one second from the hassle I had before.
Although the trains are comfortable I was really disappointed with the customer service skills of Virgin staff and their lack of interest. Plus, Why have an option to choose your seat if they are going to decise themselves where your sitting anyway?
Summary: Will not use Virgin Trains ever again!!!!!!!! Hate bad customer service!