The Customer Relations Manager at Virgin Trains in Birmingham
I wrote to the Customer Relations Manager at Virgin Trains in
Birmingham 8 weeks ago after a 3 hour delay travelling between London
and Glasgow. I'm still waiting for a response.
It is not just Virgin who are at fault here. Many other TOCs expect
delayed and frustrated passengers to wait weeks (if not months) for a
response. Why can't they sort their act out?
How about providing an integrated online system where we can input a
reference number and then see the status of our complaint, without
having to wait on the phone for 20 minutes upwards (Virgin Trains) to
speak to a 'Customer Relations Consultant'.
Have any other people here experienced severe delays in response from
Customer Relations? Who do you think is the best/worst TOC that deals
with complaints?
Which TOC was it that was slated in last months edition of either Rail or
Modern Railways? Apparently a contributor to the magazine sent in a letter
of praise to be sent back a standard response to a complaint!
Whilst I sympathise, I'm not surprised. I imagine Virgin's Customer
Relations department must be in meltdown, trying to cope with all the
complaints about overcrowding / late running / catering problems on their XC
services.
The "Trainpain" website has a forum and I recall somebody posted on it a
long list of e-mail addresses for various railway managers, including that
of Chris Green. Why not try e-mailing him and see what happens? s?