I have used Virgin’s West Coast service every week for the last five years, booking tickets 12 weeks in advance to get the cheapest Advance fare which currently stands at £17.
Recently, Virgin brought out an app and, from the off, it caused problems. When I first used it to book two first-release Advance tickets the fare was £20 instead of £17. I queried this with Virgin on social media.
It eventually admitted that there was a fault on the app but that tickets were available at the station for £17. But, by the time I got the reply, I’d already paid the extra before the Advance discount ended.
I have been trying to get a refund for what I’ve been overcharged and it has been refused. It claims I have been charged the “cheapest” fare possible, even though it has admitted the price on the app was incorrect.
HM, Liverpool
You are to be congratulated on your tenacity. Time and time again over Twitter, live chat and emails you were told that you had not been overcharged.
Even a letter from the managing director’s office insisted on the fact. Then, hey presto, you invoke the media and as soon as I contact Virgin it suddenly makes a discovery.
There was, indeed, a fault on the app which, yes, did overcharge you. It has now decided to refund what you had overpaid for two tickets using a Two Together Railcard. There’s no hint of an apology in the response and it’s merely “a gesture of goodwill” that it’s adding two standard return tickets for a journey of your choice.
Who knows how many other passengers were fobbed off thanks
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
