I want to draw your attention to my problem with Virgin Trains. I bought an advance ticket to allow me to attend a rehearsal, the time of which was subsequently changed. As a result, I needed to change my ticket, accepting that I would pay the train firm’s £10 administration fee and that I would not receive any difference in the fare. But when I tried to do so, I was told I would have to buy a whole new ticket.
Virgin Train’s price promise states: “If you change your journey to a train on which a cheaper fare is available, the difference will not be refunded.”
Two ticket offices – GWR and Virgin – confirmed that I should only have been charged £10 to change the ticket. I have complained, but am getting nowhere.
EW, Taunton, Somerset
Advance fares are valid only on the date and train shown on the ticket and are non-refundable. You can, as you say, change the time or date before departure and any difference in fare and an administration fee will be payable prior to travel.
We got in touch with Virgin Trains, which has offered you a refund of the difference between your original and additional ticket purchased, and agreed to waive the administration fee. It says: “We’re sorry that there was a misunderstanding within our teams about the best way for a customer to change their ticket. We’ve now refunded (the cost of) both the original journey and the administration fee.”
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions
