Writing To Virgin Trains Head Office

chokkie | 11:48 Fri 31st May 2019 | Travel

17 Answers

Hi AB Travellers ..... I want to write a letter of complaint (don't get me going even more than I am at the moment) to Virgin Trains - I am very disappointed with the treatment we're getting at the hands of their customer services (if you can call it that!), and want to write to their MD (Phil Whittingham apparently) and Executive Direcotr of Customer Experience and Operations (Peter Broadley). Can't seem to get a straight answer from the team on Virgin's live chatline, so wondered if any of you out there know the full postal address of Virgin Trains head office, i.e. the place where all these executives work (if you can call it that!) out of .... can you help, please. Many thanks in advance, Chox.

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mushroom25

if it's as bad as you say, i'd dispense with writing to their MD and publicise your experience on social media.

goodgoalie

The head office is:
Virgin Trains
North Wing Offices
Euston Station
London
NW1 2HS

I'd also put your bad experience all over social media

237SJ

https://beta.companieshouse.gov.uk/company/02448617

237SJ

https://beta.companieshouse.gov.uk/company/02448617/officers

goodgoalie

The registered office address for Companies House purposes is not necessarily where the head office is, it's often the address of a solicitor or similar - that's the case of the company of which I'm chairman.

teacake44

IMO, its pointless writing letters of complaint to anyone, for one they have to employ admin workers to sit there opening them, and further admin to read and reply, you will be lucky to get an email, back if you choose to go that way, as for ringing any service centre, all you will get is a written script dictated to you. As some have said, name and shame is the way to go, on social media. If I have problems I do the latter, plus if there's any sort of payment involved, I stop payments, that gets their attention.

teacake44

goodgoalie. Should you not be reading letters of complaint, or are you on dinner break. :)

goodgoalie

ha ha - it's just a residents' association

bednobs

having worked in a complaint dept, if you send a complaint to the cheif exec, all that happens is that some admin bod opens the letter, sees its a complaint and sends it to the complaint dept to deal with. in fact. it probably takes longer

chokkie

Question Author

Thanks guys - the long and the short of it is that Mr. Chox put in a refund request (plus reimbursement of additional fares he had to pay) because of a load of cancelled trains from Euston at the beginning of May. At Euston, he was told that the evenings trains (including his pre-booked train) were cancelled and wouldn't be r unning for at least 2 hours, they contend that trains were only delayed by no more than an hour (because of a fatality further up the line!). Mr. chox decided enough was enough and decided to stay in London overnight, so incurred two tube fares and an additional fare from Marylebone to Birmingham the following morning. Virgin say that the trains were only delayed by an hour, and that he made the decision not to travel. So they will only reimburse him for the section of his originally booked ticket and not for the extra fares, so we're feeling pretty hard-done-by by Virgin currently. Thanks for the address, will write anyway, but will give some thought to doing so on social media as well - not usually my sort of thing though. Thanks for the much appreciated advice. Chox.

237SJ

My sister was the PA to the chief exec of a high street bank and he used to ask to see some of the complaint letters. It all depends on who the exec is and if he/she gives a hoot really.

mushroom25

21st may, right? the initial incident occurred at about 2-35 at Milton Keynes. although this incident concluded by 5-30, a further incident at Barlaston at 7pm frustrated attempts to recover the service. Virgin made a better job of recovering from the problems than LNRailway, who effectively abandoned all pretence.

the website http://www.realtimetrains.co.uk/search/advanced can be retrospectively searched for train performance in the past; however the event horizon on the search function is only a week, which means you wouldn't be able to search for how trains were running on the 21st. but it might do for next time.

carolegif

I wrote a few years ago regarding lateness of train. Lack of heating in carriage and the one I booked was taken off, so was told to walk up and down the train with case and bags until I found a seat! No reply, still waiting!