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Strains |
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to get a
twenty-year franchise while refusing to abide by the rules of the existing
one (and running
those cramped, claustrophobic, toilet-smelling trains on the “West Coast Main
Line”) |
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Statements of Support As mentioned in the summary, everyone consulted was of the view that
Virgin Trains was in the wrong, with the exception of Virgin Trains. Some statements of support are listed below (other informal advice has
been similar). The complainant is very
grateful for this support, and astonished that Virgin Trains took over seven
months to accept the rules. Transport For London Customer Relations, 30 March
2009 I have forwarded your comments to one of our
ticketing managers who have advised me that we believe that the Virgin staff
were wrong and you should have been allowed to travel. I note that you have already written to
Virgin. I would ask that if Virgin do not acknowledge their error
when they reply, you allow us to see their reply so we can take the
matter up with them. Graham Orr, Public Affairs Manager, Transport for
London, 7 April 2009, (via Green Greater London Authority Members) Since
your first email, TfL's Fares & Ticketing department has been in contact
with Mr <complainant>. We agree with him on this issue and share his
view that Virgin staff were, it appears, in the wrong. As I
understand it, Mr <complainant> has written to Virgin and we would be
happy to take the matter up with Virgin, on his behalf, if their reply is not
satisfactory. If I
can be of any further help, please do get in touch. Caroline
Pidgeon, Deputy Chair of Greater London Assembly Transport Committee ...
We were well aware of the point you raise about the excessive cost of
extension fares for the holders of paper Travelcard season tickets held by
many people in south London. However, your account of the way you were
treated by Virgin Trains as the holder of an Oystercard with a Travelcard
season ticket stored on it is new - and seems both inappropriate and
outrageous. I
will write to Richard Branson at Virgin Trains challenging their policy of
refusing holders of such Oystercards and copying in Ian Brown, Head of Rail
at Transport for London. Tony
Ewers, Customer Relations Manager, Association of Train Operating Companies Thank
you for your email regarding using a combination of tickets for a journey
between London and Milton Keynes on Virgin Trains. I understand that one of
the tickets was a Zones 1-2 Travelcard Season on your Oyster Card and the
other ticket was an extension ticket from Zone 2 to Milton Keynes. In
noting your comments, all I will say is that we have been in contact with
Virgin Trains with our view on this matter and have asked them to revisit
their previous reply to you. I trust you will understand that as a
trade association we can only provide advice to our members. Thank
you for taking the time to write. This one is obviously a little enigmatic,
but note the advice to Virgin to “revisit their reply”. |
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