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“Please help me persuade Virgin Trains to let people choose NOT to be in the quiet coach” – Alicia Duffy

Description

Alicia Duffy

I travel this route on a monthly basis with my two small children, and find the trains and staff lovely. However, I would love, when reserving seats, to have the option to NOT be in the quiet coach. You can select that you DO want to be there, but everyone else just takes thier chances as to where they get a reservation. My two children, whilst being quite well behaved, do make some noise, and I don't want to annoy passengers who have chosen a quiet coach, which is often where we end up.

Problem History

  • 1 Alicia Duffy reported the issue on FixMyTransport. close 13:58 26 Oct 2011
  • 2 Alicia Duffy wrote to Virgin Trains close 13:58 26 Oct 2011

    Here is the letter that Alicia Duffy wrote.

    Can I choose not to be in the quiet coach?

    I travel this route on a monthly basis with my two small children, and find the trains and staff lovely. However, I would love, when reserving seats, to have the option to NOT be in the quiet coach. You can select that you DO want to be there, but everyone else just takes thier chances as to where they get a reservation. My two children, whilst being quite well behaved, do make some noise, and I don't want to annoy passengers who have chosen a quiet coach, which is often where we end up.

  • 3 Relations, Customer responded to Alicia Duffy close 14:00 26 Oct 2011
    Thank you for contacting us.

    This is an automated email acknowledgement confirming receipt of
    your email.

    We will respond again shortly.

    Regards,

    Customer Relations
    Virgin Trains.

    show quoted sections

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  • 4 Alicia Duffy asked for advice. close 14:01 26 Oct 2011

    Would the option of not being in the quiet coach be possible to reserve when using third party sites like trainline?

  • 5 Chris Maddock commented close 23:30 26 Oct 2011

    No, I'm fairly sure this isn't possible on any site I know of.

    Best of luck in getting a reasonable response on this. The system can be pretty bad - I'd rather not have a seat reservation at all, however there's no way to avoid this!

  • 6 Charles Martin commented close 14:04 27 Oct 2011

    Best of luck with this Alicia. I don't know this particular route myself, but the principle of being able to ensure that you and your children are not allocated a quiet coach when making a reservation, if you so wish, is important for the entire rail network. So I think this is a great issue to bring to Fix My Transport!

    Logically, by not selecting the requirement for seats in a quite coach, you would have thought that you would be given seats in a standard coach - and that may be why the alternative option is not explicitly provided. However, you have provided that this logic is not followed through. Therefore, in order to avoid any ambiguity, the option you suggest is, I think, an absolute requirement in the booking process too.

    I think there could be a good outcome from this!

  • 7 Shaun McDonald commented close 16:31 27 Oct 2011

    I too have been annoyed by being allocated the quiet coach.

    I wonder if it allocates seats in the quiet coach of all of the seats at that price bracket have been sold in the standard coaches?

    Currently by not selecting the quiet coach it means that you have selected no preference on whether to be in the quiet coach.

    anorak
  • 8 Shaun McDonald commented close 16:34 27 Oct 2011

    If you don't get a good response from Virgin Trains, it may be worth contacting another TOC such as East Coast to give the suggestion there. (I have previously had a positive response from East Coast re improving their web site/booking system, and the changes often cascade to the other rail booking sites).

    anorak
  • 9 Virgin Trains responded to Alicia Duffy close 08:40 04 Nov 2011
     

    Dear Ms A Duffy,

    Thank you for your email which we received on 26 October 2011.
    Your comments have been entered into our case management system
    under reference 4-2074299 and we will respond to you as soon as
    possible,

    If it is an urgent matter, however, you may wish to give us a
    call on 0845 000 8000 quoting the above reference. In the
    meantime, we will do our utmost to arrange a swift response.

    Regards

    Virgin Trains Customer Relations Team

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  • 10 Tom Steinberg commented close 11:18 04 Nov 2011

    An excellent idea - but Virgin are being rather slow in replying, aren't they?

    anorak
    admin
  • 11 Virgin Trains responded to Alicia Duffy close 12:09 22 Dec 2011
     

    Dear Ms Duffy,

    Thank you for your feedback which we received on 26 October
    2011. I would like to offer my sincere apologies for the
    significant delay to our response. We have been exceptionally
    busy in recent months and are working hard to catch up with all
    our letters and emails. We are very grateful for your patience
    and understanding.

    I am very sorry that we were unable to reserve a seat in the
    area you requested. I understand how disappointed you will have
    been, particularly as you had planned ahead and made a booking.

    From what you have told us, it is likely there werent any seats
    available that matched your request on that particular train. If
    in future you find that you have been allocated seats in the
    quiet zone call customer relations on 0845 000 8000 option 5 and
    we will see if we can change your allocation for you.

    Thank you for your time, and my apologies for any inconvenience
    caused as a result of the delay to our reply.

    Yours sincerely

    Stephen Wardley

    Customer Relations

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  • started 26 October 2011
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Train route between Carlisle and Preston
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