A Letter to Customer Relations, Virgin Rail.
Dear Sirs,
On Wednesday 4th July I travelled down from Carlisle on a Virgin service from Carlisle. Due to arrive in Euston at about 10.00 the train was 45 minutes late. We were told this was a result of the hot sun buckling rails on the route
The next day I made the return journey departing Euston at 14.30. This was also a very hot day. The carriages, even in the shade of the station platform were sweltering. We were told that once a new engine had been attached- the first having been removed for some reason- the air-conditioning would come into action.
We left Euston late and as the we proceeded on our journey it became clear that the carriages were not getting any cooler. No announcement was made. Only when after an hour or so, staff came down the train, handing out cans of tepid soft drink, was it mentioned that there would be no air-conditioning for the whole trip.
The cool towels that followed the drinks were a welcome, if brief relief. It was extremely hot and really uncomfortable. By the time we reached Preston we were informed that we were by then running 45-50 minutes late but that every effort would be made to make up the time.
As I had to make a connecting train at Carlisle, I found the guard and asked him if there was a possibility that the Dumfries train might be held (I was assuming that we would be making up some time) The guard responded by barking at me that we were 45 minutes late, there would be no possibility of my connection being held and I would have to catch the next service.
My concern was that my elderly mother was due to collect me at Dumfries and I needed to try and warn her of the delay. The pay telephone in the buffet did not work. I told the guard of my problem. He produced a mobile phone, demanded the number to be dialed, handed me the phone and thrust me into the toilet. I had hardly begun to leave a message on my parents' answerphone when he pushed the door open again and snatched the phone back from me. I think it can be fairly said that he was not dealing with the situation well.
As we approached Carlisle we were instructed to contact station staff who would be arranging onward transport for those who had missed connections. Having justcancelled my pick-up from Dumfries, I would have appreciated this information sooner.
We were duly ferried to Dumfries and all points south and west. No one had thought to phone ahead to Dumfries to warn that the London train was delayed causing passengers to miss the Dumfries connection.
The technical problems causing extreme discomfort and inconvenience were bad enough, but the lack of communication, and almost complete lack of preparation to cope with the situation made matters much worse, adding insult to injury. It's not as if Virgin haven't amassed a great deal of practical experience in facing these problems, after all.
None of us, however, could miss the irony that the one operation that ran smoothly was the issuing of drinks, albeit tepid, and the cool towels. We would much rather have had working air-conditioning and a punctual service, especially after the fare from Euston to Dumfries had recently increased to £70
In April I also made the journey from London to Carlisle and back. On that occasion, both coming and going, the problem we faced was extemely low temperatures in the carriages, compounded by the inability to close the compartment doors either as a result of technical failure or obstructing luggage. My legs actually went numb.
I considered writing to complain but, with more important things to do, I decided maybe Virgin should be given a break. After the experiences described above, I’ve changed my mind. I don't believe the company merits such consideration at all. If we could use another service we would. Unfortunately we don't have the choice.
A couple of final thoughts. I use the Euston-Glasgow service frequently. The buffet car seems to spend a great deal of time closed. When it is open, food soon runs out and the boiler as often as not is not working. Secondly, what is the point of having a Quiet Coach policy if it is not enforced? I'm one of those who like to work free of electronic clutter. I have seen guards pass through the carriage while people are actually using their phones. Bigger notices (and perhaps bigger guards) would help.
Yours sincerely, etc.
Letter to Richard Branson. September 2001
Dear Mr Branson,
I enclose copies of recent correspondence between my self and Virgin Rail Customer Relations regarding poor service on the Northwest line.
I have to say that I find it hard to believe, as your representative claims, that the bulk of comments received by Virgin are positive. With family and interests in Southwest Scotland I am a regular traveller between Euston and Carlisle. It's become a drearily predictable fact of life that journeys on Virgin Rail will be an unsatisfactory experience: uncomfortable, inconvenient or both. The accompanying copies of previous correspondence I found recently while clearing out files will bear this out.
Somebody suggested that I write to you directly so I am doing just that. From now on I am going to report regularly in the hope that you will understand, regardless of wider problems arising post-Hatfield, what it is like to travel Virgin Northwestern on a regular basis.
Finally, although my main intention in writing was to express my mounting frustration and add pressure for change rather than to receive compensation I find the arbitrary figure of £13 is pretty insulting. How did someone sit down to work out the price of my discomfort and inconvenience and arrive at this figure?
Yours sincerely
12th September 2001 (Note the date)
Dear Richard,
As promised here is the first installment of my Virgin User's Diary. I am on the 'slightly delayed' 18.16 from Carlisle to Euston (ex Glasgow) having travelled up from London last Friday. At present we are going to arrive 10 minutes late. I am in the Quiet Carriage. To my left two girls with personal stereos. Just ahead a vociferous Arab woman is on her mobile. A little tactless really, given the circumstances.
Last night I spent 45 surreal minutes on the phone to the Virgin Ticket Line, the latest encounter in my long experience of Virgin Trains service. I think this is worth recounting in full.
My intention was to reserve a seat on a train from Carlisle to London. Having called the National Train Enquiry Line to confirm train times I called the Virgin Ticket Line
I had to struggle with the same cumbersome voice-activated computer response as when I booked my outward journey last Thursday. (this is an unwelcome novelty which I hope you will soon review and reject as soon as possible. I suggest you try using it) As quickly as possible I managed to make contact with a human operator.
The operator asked me for my reference number. I supplied the number I had been given last Thursday and used to collect my ticket on Friday afternoon. After a pause when I was introduced to 'holding' music sampled from the Ipcress File's brainwashing process. The woman returned and told me that the reference number I had given her referred to a journey made in June. I assured her that this wasn't so.
To get round this anomaly I was asked to give my name and address. It was reassuring to find that the computer confirmed that I did still live where I thought.
I then re-iterated my desire to book a seat for my return journey to London the following day. There was some confusion as Virgin and the National Enquiry Line seem to operate from subtly different timetables. (A minute here, a minute there- you might want to look into that) I was then told that as I was calling so close to departure time (some 23 hours) the Ticket Line couldn't process my reservation; I should have to deal with 'Reservations'. Well, how could I argue with that?
The operator then said she would do this for me. I was put on hold again. More Ipcress music. She then came back and asked me when I would be returning. I said "I am returning." "No," she said "but when are you returning from Euston". I explained that I had already come from Euston and now, unwisely perhaps, that I wished to return.
I was put on hold.
After another long pause she came back
Perhaps not unreasonably I was becoming impatient. It had been an awful day. I pointed out that I had given all this information once if not twice before. The operator then complained she didn't have any travel data in front of her. I took a deep breath, repeated the information and was asked once more to 'bear with her'. I sat waiting, 'bearing with' a great deal of Ipcress music and then, 20 minutes after I had initiated the call, I was cut off.
I called again. Getting the hang of the voice activated disincentive (appropriately 'Help!' seems to be the key word) I quickly contacted another operator and asked to speak to a supervisor.
"I'm afraid that's not possible," I am told. An awkward silence.
"Can you tell me why that is?" I ask .
"He's not in tonight"
Why am I not surprised?
"Can I help?- he continues. So I summarise my experience of the previous 20 minutes and my reason for calling. The new operator responds sympathetically. He appears on the ball. I feel a surge of hope. Then he asks me for my reference number.
I give him every possible sequence of numbers on my ticket. Nothing would do. So we go through my personal details again and reassuringly the system acknowledges my existence. This is promising. I believe we are even beginning to bond.
"So what is it you want to change?" He asks warmly. I feel the ground shifting.
"I don't want to change anything...I. just want to make a reservation. For my journey back to London. Please"
(The really sterling Guard who got on at Preston has just ordered the gabby Arab woman to turn her phone off immediately (it's the second time) or he'll confiscate it. Fantastic!. Good man, Aris. Make a note of that name)
I am put on hold. You know the form by now. He comes back. "Sorry," he says, "the computer's playing up. The supervisor's dealing with it."
"Would that be the supervisor who's not in tonight?" I ask.
"No, uh.... it's our team supervisor, muh-nuh, muh-nuh, muh-nuh" he tails off, mumbling. I let that lie. Maybe I don't have the killer instinct. Maybe its the Stockholm Syndrome. And maybe I do want that seat reservation.
"I'm afraid we can't make you a reservation as you are calling after your departure date. You'll have to call FEDS."
"What's FEDS?"
"I don't know what it stands for," he says "but you'll have to call them."
He gives me a number. It is patently, even painfully incomplete. I point this out. He says
"Hang on, what's on this other bit.." (I can't help liking this guy) "Ok. Right. I'll contact them for you..."
He's about to go.
"Hang on, you haven't got my journey details." This still seems important, somehow.
"Er, yeah, I have."
"What, in front of you?"
'Yeah"
"Shall we just check?"
"Ok.- You travelled on the Friday 7th September on the 14.30 from Euston, arriving Carlisle..."
"Hang on! I know all that, I was there, I've done that... Do you have the return details?"
"What do you mean?'
"It's the return journey I'm trying to make a reservation for. Do you have those details?"
"No..."
"How can you reserve me a seat when I haven't told you the train I'm taking"
"Oh. Right." Beat. "You just want to reserve a seat?."
"All I want is to reserve a seat and have my supper. Preferably tonight.'
"Right...So... When is this for?"
Well, he puts me on hold again. My grip on reality is inexorably slipping. My supper is burning to a crisp. New York is in flames. I hear a succession of clicks on the line. Finally I say "Hallo?..."
"Oh! Are you still with Reservations?" a bright female voice asks.
"Who are you?" I ask, a mad, mirthful panic rising in my cheeks.
"This is Reservations. Are you wanting a reservation for the 18.16 from Carlisle to Euston?."
"..Yes.." I am like a starving man looking suspiciously at a loaf of bread. "Have we spoken before?"
"No, but I made a reservation for you 20 minutes ago. Hang on I'll issue you another. it's Coach F. Seat 55. Facing." And like the Blue Fairy she clicked out of my life.
There was more, I promise. Both operators at some late stage started quoting ticket prices at me for a ticket I had already bought.....
45 minutes to make a simple seat reservation. I suppose it would have had to have taken an hour for me to claim compensation....
Do I need to mention the fact that the table seat I requested on my outward journey from London was an airline seat? That the Quiet Coach was full of narcissistic airheads blethering on their mobiles? That I was quoted a price in the £50 bracket, the computer has recorded £60 odd pounds and my ticket has £70 on it? That the train (14.30. 7/9/'01) was 25 minutes late into Carlisle, almost missing the connection to Dumfries?
Is it worth recording that I was told there was no Quiet Coach on this London bound train today (would it make any difference?) That Coach F, which it had taken so long to get a seat in, has no door at one end and no heating and that when I finally gave in to the cold and moved up the train, the next carriage proves to be -remarkably- Coach E, the Quiet Coach that wasn't supposed to be there (probably arranged by a supervisor who 'wasn't in'.)
I have entertained myself on the journey by writing this account and I've cheered myself up on a dismal day in modern history against which these complaints don't amount to a hill of beans. But in the context of the business you own and the service you run, Richard, this is a piss poor state of affairs, isn't it?
I don't want to be fobbed off with more of the flannel as seen in the accompanying letter from your Customer Relations department. I can't say that I'm really interested in another voucher for £13 pounds. I want a reliable, efficiently-run, comfortable train service between London and Carlisle. Because I don't have a choice.
Or is that the point?
Still, the train has arrived in Euston only 4 minutes late.
And we are all alive.
19th September 2001
Hi Richard, just another installment to keep you abreast of things. It's a week later and I'm on the 10.30 Euston to Carlise. I booked by telephone. Very on the ball guy- even the computer voice-prompt seemed more awake. Coach E- Quiet Coach; Table; No problem. And only 20hrs before departure. Most encouraging.
On coach E, I'm a little confused as there are no Quiet Coach stickers but any way there's my seat at the table and we're off.
We're now drawing nigh Preston, running 13, that's '1-3', minutes late. The compartment door won't close. It's freezing. Mobile fones going off all around. Well, no stickers and one announcement as we leave, it's hardly surprising.
There are no fresh towels in the toilets, they are all 'run out ', damp and dirty. There's no soap in most (yes, I checked on the way to the buffet.)
Now, my loathing of mobile phone culture may be bordering on the pathological but I make no apologies. The fact that the concept of a Quiet coach exists means I am not alone. It's a good idea.
It is deeply painful for people of British birth to have to assert themslves by challenging those ignorant or indifferent to the Quiet Coach convention but I am going to get into a serious argument one of these days and one person will pay for the hours of frustration.
Do you think you could put more stickers up? (even some have would been a start on this carriage) Maybe build a simple magnetic loop into your new carriages?
Talking of which, I asked the guard if he knew when the new carriages would be in service. He thought not for a year or so, given that the project was running 6 months late (you can't blame that on Hatfield) and that the first ones would be on the Birmingham service and the Glasgow line would get them last.
Why am I not surprised?
We arrive at Carlisle at 14.20. Only 20 minutes late but that means less than 3 minutes to make the connection. No platform information available. Only a security warning about baggage on the information monitors.
Why am I not surprised?
Still, a pretty uneventful journey considering. I look forward to the return.
26th September 2001
Dear Richard,
It's a week later. I'm returning to London 14.55 from Carlisle (Ex Glasgow) Same hiccoughs trying to book. Young girl trying to book me on a non-existent train. Do Dumfries and Carlisle sound so similar? Gallantly, she struggles through and she gets me a table seat on the Quiet Coach as required. It took just over 10 minutes.
Strangely, on the train, it's very Quiet. It's also pretty cold. I realise I'm beginning to lose feelings in my legs. Pride hinders my complaining. Finally I ask the guard if he has any control over the heating. He says "No" and tells me, with a slight air of surprise, that the heating is in fact actually working in this carriage ( "For a change" I guess he means) and then points out that I am, of course, welcome to move to another carriage adding for good measure that passengers moving up and down the train do cause a problem with doors opening and closing...
I remind him that unfortunately passengers do tend to do that but refrain from asking why the hell I should have to gather up my notes and other goods plus three bags and shift just because Virgin can't provide reliable and consistent levels of heating in their carriages...
By the way, I've been noticing that cleaners regularly pass own the train collecting catering rubbish- only for visitors to the bar to find it all piled in a squalid heap at the Standard Class entrance to the buffet car. (Of course it couldn't be stacked at the 1st Class end, could it?) Very tacky.
But, hey, the train was only 2 minutes late...
That's the last trip I'll be making for a few weeks so you'll be spared more letters for a while.
I hope the airline isn't causing you too much worry.
I've just heard about Rail Track. Now there's a thing.
With best wishes, etc.
Singing la la la la la lala la la, la la la la lala la la
Singing la la la la la lala la la, la la la la lala la la
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