It makes me wonder if this is just part of the Virgin "experience". I sent a letter to claim compensation for train tickets to Virgin rail, after myself and my team were delayed by over 3 hours. According to Virgins passenger charter they will fully refund the affected portion of the journey for a delay of 2 hours or more. This should have been £600+ worth of tickets.
Yesterday I got a letter back with a £50 rail voucher. The letter was amazing in its contempt for their own customers: "As a company we are always looking to learn from customer feedback regarding the style and speed of our responses. Therefore we are currently trailing new ways to respond to our customers. As part of this initiative we will not be answering the specifics of your letter in this reply, in order to ensure that we are able to respond swiftly to you. While we have not fully addressed your complaint on this occasion, I can assure you that we will do all we can to ensure that whatever happens in the coming months, we will strive [to] maintain the high standards that you and we have come to expect."
It's the equivalent of a fob off by India. I'm £500 down. Though apparently you get the exact same response (including vouchers) for just moaning about the 1st class lounge not having enough coffee so 10 of them might cover it
