Virgin Trains delays - what are you entitled to?
Only eight days into the new year, and already 70 per cent of Virgin Trains on the West Coast Main Line are running late. Outstanding. That kind of wholesale timetable abandonment takes a particular degree of skill and attention you just don't see much anymore.
If you've suffered in recent days or about to take a trip on the West Coast Main Line (or any other service offered by Virgin Trains), we've read through the charter to see what you're entitled to:
- If you're delayed for more than one hour waiting for a Virgin train at a station, you will, where possible, be provided with vouchers for free non-alcoholic drinks.
- If you've already joined the train and it's delayed for more than 30 minutes, you'll be provided complimentary non-alcoholic drinks until stocks are exhausted.
- If your train is cancelled and the subsequent train is two or more hours later, transport will be provided to the nearest railway station that can conveniently be used to enable you to reach your destination station, or, at Virgin Trains' discretion, your actual destination.
- If a delay to a Virgin train causes an hour or more delay to your journey (45 minutes in the case of a train on the London -Birmingham/Wolverhampton services) you'll be reimbursed with National Rail vouchers equal to 25% of the total fare paid for the affected portion (outwards/return) of the journey.
- if you're delayed on a Virgin train by more than 2 hours, you'll be reimbursed you with National Rail vouchers equal to the full price paid for the affected portion (outwards/return) of the journey.
- If the train you planned to catch is delayed or cancelled and you decide not to travel, Virgin Trains will, where possible, give you a full and immediate refund if you return your ticket to any ticket office.
The website also points out that in certain situations, refunds will be considered on a case-by-case basis. If you've a reasonable case for a refund, and we suspect they'll be plenty of you, you can find out how to contact Virgin Trains Customer Relations here.