Transport User Voice – Virgin Trains tops our rail complaints list

30 June 2017

The Transport Focus Board has called 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.

Our 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. Background papers for the meeting will soon be available on our website.

This meeting follows work earlier this year when Transport Focus saw a spike on complaints about Great Western Railway. The report that summarises that work and the consequent drop in Great Western complaints will also be available on our website prior to the Virgin meeting.

The meeting will be chaired by Transport Focus Board member for London Stephen Locke, and will be open for members of the public to observe.

Event details

Date and time: Thursday 6 July 2017 1500-1600

Venue: Central London (City)

If you would like to attend, please contact for further information.

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