We're trying to persuade Virgin Trains to reduce overcrowding

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Virgin Trains

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[1][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
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[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
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Dear Sir/Madam,

Thank you for your email which we received on 20/10/2012 08:55.
Your comments have been entered into our case management system
under reference VT-0121020-FW4 and we will respond to you as
soon as possible.

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Regards

Virgin Trains Customer Relations Team

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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
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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-0121020-FW4

Dear Mr Taylor,

I am writing further to your recent online feedback via
‘FixMyTransport’ regarding your journey with us on Thursday
18^th October 2012.

It really is regrettable that the train you were travelling on
was so busy; I do realise how unpleasant this will have been,
and hope you will accept my apologies.

We do not want customers to have to stand on one of our
services, but our trains are designed to cope with this
eventuality, having to meet many modern and stringent safety
standards.  I think that it is fair to say most customers do
prefer to travel on the first available train, rather than wait
for an alternative service.

The loadings on our trains are monitored very carefully, and we
use discounted Advance tickets in order to encourage people to
travel on what we know are quieter trains.  The challenge is
that a proportion of the tickets we sell are very flexible,
which means customers do not need a seat reservation before they
join a train; this can make it difficult for us to know ahead of
time exactly how many people may be on a particular service,
especially if someone reserves a seat but travels on a different
train altogether.

I also understand your concerns about there being no ticket
inspections made during your journey with us, and realise how
disappointing this will have been.  We do ask Train Managers to
make regular ticket checks as a part of their onboard duties,
but may not always be able to reach every customer; however, our
onboard policy, where we will only sell full price tickets once
the train has started its journey, is also a powerful deterrent
to ticketless travel.

Thank you for taking the time to share your feedback; we hope
your experience will not discourage you from using our services
in future, and can welcome you aboard again soon.

Yours sincerely,

Lee Thacker

Customer Relations

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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
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