Transport Focus holds special Board meeting with Virgin Trains West Coast about passenger complaints

04 July 2017

The Transport Focus Board is holding a special meeting with the managing director of Virgin Trains West Coast, Phil Whittingham, to discuss the train operator’s policy and performance in dealing with passenger complaints.

Date and time: Thursday 6 July 2017, 3.00-4.00pm
Venue: Central London (City)

The Board’s concerns centre on Virgin’s strict adherence to ticket terms and conditions, National Rail Conditions of Travel and Charter, a change that has resulted in an increasing number of appeals for Transport Focus over the past eight months. In addition, the quality of responses from Virgin’s Customer Relations Team continues to drive up these appeal numbers.

This meeting follows earlier work completed this year when Transport Focus saw a spike in appeal complaints about Great Western Railway. The report that summarises that work and the consequent drop in Great Western complaints is available from our publications section here.

The meeting will be chaired by Transport Focus Board member for London, Stephen Locke. It will be open for members of the public to observe. The background papers for the special meeting are available here.

If you would like to attend or speak to one of our spokespeople on the day, please contact for further information about the event.

For further information on the day, please contact on 0300 123 2170.

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