“Please help me persuade Virgin Trains to provide More Luggage Areas On Board There Pendolino Services” – christopher yule

Description

christopher yule

On the 9th of July 2012 i traveled on the 10:51 Edinburgh Waverley To London Euston Virgin Pendolino service when i got on the train about 15 minutes before it was due to leave there was not a single luggage space left as people from T in the Park were filling up the luggage areas with muddy trolleys and bags so i had to put my luggage at one of the exit doors I feel there should be more luggage areas on board your pendolino trains as the lugggage areas were full when people were still getting on train.
could you forward this to the right department please

Problem History

  • 1 christopher yule reported the issue on FixMyTransport. close 12:12 18 Jul 2012
  • 2 christopher yule wrote to Virgin Trains close 12:12 18 Jul 2012

    Here is the letter that christopher yule wrote.

    shortage of luggage space

    On the 9th of July 2012 i traveled on the 10:51 Edinburgh Waverley To London Euston Virgin Pendolino service when i got on the train about 15 minutes before it was due to leave there was not a single luggage space left as people from T in the Park were filling up the luggage areas with muddy trolleys and bags so i had to put my luggage at one of the exit doors I feel there should be more luggage areas on board your pendolino trains as the lugggage areas were full when people were still getting on train.
    could you forward this to the right department please

  • 3 Relations, Customer responded to christopher yule close 12:15 18 Jul 2012
    Thank you for contacting us.

    This is an automated email, confirming that we have received
    your email.

    We aim to respond to all emails within 20 working days. If your
    enquiry is urgent or you are due to travel in the next few days,
    please contact us on 0845 000 8000 (08:30-18:15 Mon-Fri,
    09:00-16:00 Sat, closed Sundays, Christmas Day and Boxing Day).

    Regards

    Customer Relations
    Virgin Trains

    show quoted sections

    ________________________________  
    ****************************************************************************************
    The information in this email is confidential and/or privileged
    and intended solely for the use of the individual to whom it is
    addressed. If you are not the intended recipient, you must not
    read, use, copy, print or disseminate the information - please
    advise the originator immediately by reply e-mail and delete it.
    Although this email and any attachments are believed to be free
    of any virus, or any other defect which might affect any
    computer or IT system into which they are received and opened,
    it is the responsibility of the recipient to ensure that they
    are virus free and no responsibility is accepted by Virgin
    Trains for any loss or damage arising in any way from receipt or
    use thereof.

    Any opinions expressed in this email message are those of the
    sender and do not represent those of Virgin Trains or affiliated
    Companies in any way and reliance should not be placed upon its
    contents. Unless otherwise stated this email message is not
    intended to be contractually binding. Where an Agreement exists
    between our respective companies and there is conflict between
    the contents of this email message and the Agreement then the
    terms of that Agreement shall prevail

    Thank you

    [email address]

    Virgin Trains is the trading name for West Coast Trains Limited
    (a subsidiary of Virgin Rail Group Ltd), a company registered in
    England and
    Wales (number 3007940) whose registered office is at The School
    House, 50 Brook Green. London. W6 7RR
    ****************************************************************************************

    This message has been scanned for malware by Websense.
    [2]www.websense.com

    References

    Visible links
    1. mailto:[email address]
    2. http://www.websense.com/
  • 4 Virgin Trains Customer Relations responded to christopher yule close 14:54 18 Jul 2012
    Dear Sir/Madam,

    Thank you for your email which we received on 18/07/2012 12:15.
    Your comments have been entered into our case management system
    under reference VT-0120718-V42 and we will respond to you as
    soon as possible.

    We would be grateful if you would provide the information listed
    below by replying to this email. This will help us to process
    your enquiry, or complaint more quickly.

    There is no need to reply if you included this information in
    your original email.

    1) Your full address, in case we need to send you a reply by
    post;

    2) A scan or photo of your tickets, or some other proof of
    purchase for them (e.g. a copy of the email confirmation for
    your booking).

    We aim to reply to all emails within 20 working days. If it is
    an urgent matter you may wish to give us a call on 0845 000 8000
    (Mon-Fri 08:30-18:15, Sat 09:00-16:00, closed Sundays, Christmas
    Day and Boxing Day) quoting the above reference.

    Regards

    Virgin Trains Customer Relations Team

    show quoted sections
  • 5 Virgin Trains Customer Relations responded to christopher yule close 08:24 19 Jul 2012
    Link: [1]File-List
    Link: [2]themeData
    Link: [3]colorSchemeMapping

    Virgin Trains

    Customer Relations

    PO Box 713

    Birmingham

    B5 4HH

    Tel: 0845 000 8000

    Fax: 0121 654 7500

    Email: [Virgin Trains problem reporting email]

    Ref: VT-0120718-V42

    Dear Mr Yule,

    Thanks for getting in touch regarding your journey with us from
    Edinburgh on Monday 9^th July 2012.

    I do understand your comments about the availability of luggage
    space on board our trains.  Overall, we are finding that the
    provision of storage space for bags and suitcases is not a major
    issue on the majority of services; however, we acknowledge there
    may be occasions where there can be issues, such as when there
    are events happening at destinations along our route network.

    Our trains are designed with a luggage area at the end of each
    coach, and additional spaces are provided at selected positions
    throughout the rest of the coach; there is also room in overhead
    racks and beneath the seats for stowing bags.  Where customers
    are unfamiliar with our trains, our on-board teams are able to
    assist and offer guidance.

    Due to the amount of space available for luggage on board our
    trains, there are some restrictions on the number and size of
    items customers can take with them on their journey; we
    recommend that they only bring what they can comfortably carry.

    Each customer may take up to two items of large luggage onto our
    trains, as well as a third, smaller item, which can usually be
    stored in the overhead racks, or under the seat.  While we do
    try to be as flexible as possible, we reserve the right to
    refuse to carry items if any of their dimensions are 100cm or
    more, or if they could potentially obstruct doorways, gangways
    or corridors.

    Rest assured, we do appreciate your feedback about the luggage
    storage facilities on board, as it will be most helpful in any
    future reviews of these arrangements; your comments, along with
    those from other customers, give us valuable insight into how we
    can best satisfy our customersÂ’ needs.

    Thank you for your time; we look forward to seeing you on Virgin
    Trains again soon.

    Yours sincerely,

    Lee Thacker

    Customer Relations

    show quoted sections
  • 6 Jamie Jim Royle Kent commented close 20:07 04 Jan 2013

    This is a big problem for me on the 16:43/17:13 Northern rail service from Manchester Oxford Road to Liverpool Lime street as there are NO LUGGAGE RACKS, only overhead ones, quite often only on one side of the train. This is a big problem for me as standing passengers hate you putting your bag partially in the isle, but as I am unable to reach the overhead racks, the is nothing I can do about it.

Comment
  • started 18 July 2012
  • supporters 1
Train route between Carlisle and Edinburgh operated by First TransPennine Express, Virgin Trains
Problem Reporter
Supporters (1)
Top of page