London - Glasgow Xmas trip advice!

[VauxhallandI]

I booked the below.

Can you tell me if the outward seats are the two on their own, the one from 2+1? If it isn't can I change to that?

What times can I use the return leg tickets? Any advice on which would be the quieter trains - impossible question alert!

Travel on Tuesday 24 December 2013

Departs Arrives By Reservations
14:30 - London Euston 19:15 - Glasgow Central TRAIN (Virgin Trains) Coach: H Seat: 22
Coach: H Seat: 19

Ticket details

Passengers: 2 Adult(s)

Ticket Type: FIRST ADVANCE SINGLE

Route: This ticket is only valid when travelling exclusively on Virgin Trains.



Journey 2: GLASGOW CENTRAL to LONDON EUSTON

Travel on Friday 27 December 2013

Departs Arrives By Reservations
15:40 - Glasgow Central 20:12 - London Euston TRAIN (Virgin Trains) No seats reserved.

 

[andrewkeith5]

There is a seating plan available at http://virgintrains.co.uk/assets/pdf/global/seating-plan.pdf - I believe Euston to Glasgow would be a Pendolino but am willing to be corrected.

It looks like you might have missed a part of the ticket details for the return leg, as you don't mention a ticket type! Without that I can't advise which trains are OK. In terms of capacity, on Virgin trains around Christmas there tends to be precious little although you should be OK in first. I would always recommend seat reservations once you have decided though, as Virgin have an (IMHO horridly unfair on those who pay more) habit of defaulting to reservations-only when it gets busy.

Edit: H19 and 22 on a Pendolino are facing seats in the aisle side of a table of 4, sorry if that's not the news you wanted! Someone else here might be able to advise if you can go to Euston and get them changed...

 

[1E05]

Normally, you have to remain in the seat shown on your advance tickets but depending in how busy First is, Virgin are more than willing to let you sit anywhere within the four carriages.

Unfortunately once the advance booking is complete your not allowed to amend the seat reservations whatsoever therefore I would advise just to change seats once onboard.

I doubt it would happen, but just be cautious of Coach G being declassified if the train gets very busy. Having said that, this would be very rare especially on the 11-coach Pendolinos.

 

[VauxhallandI]

Journey 2: GLASGOW CENTRAL to LONDON EUSTON

Travel on Friday 27 December 2013

Departs Arrives By Reservations
15:40 - Glasgow Central 20:12 - London Euston TRAIN (Virgin Trains) No seats reserved.
Ticket details

Passengers: 2 Adult(s)

Ticket Type: OFF-PEAK SINGLE (ONLINE)

Route: This ticket allows travel on any permitted route.


Shame about the seats, I didn't see an option to change them. I haven't collected the so maybe I could still move them?

My return is any train hence the lack of reservation? Strange that you pay more and could end up standing compared to someone who picks an individual train but gets to reserve a seat?

Would the 27th be treated as a weekend upgrade to first or is it treated as a normal day?

 

[telstarbox]

VT Weekend First is available on all days between Christmas and New Year (subject to availability).

 

[andrewkeith5]

Journey 2: GLASGOW CENTRAL to LONDON EUSTON

Travel on Friday 27 December 2013

Departs Arrives By Reservations
15:40 - Glasgow Central 20:12 - London Euston TRAIN (Virgin Trains) No seats reserved.
Ticket details

Passengers: 2 Adult(s)

Ticket Type: OFF-PEAK SINGLE (ONLINE)

Route: This ticket allows travel on any permitted route.


Shame about the seats, I didn't see an option to change them. I haven't collected the so maybe I could still move them?

My return is any train hence the lack of reservation? Strange that you pay more and could end up standing compared to someone who picks an individual train but gets to reserve a seat?

Would the 27th be treated as a weekend upgrade to first or is it treated as a normal day?

According to http://www.virgintrains.co.uk/assets/pdf/announcements/off-peak-time-change-january-2012.pdf you can use any train after 0540 from Glasgow to Euston so it seems not much need to worry!

Indeed I reserve a particular hatred for Virgin's stance on reservations first when they're overcrowded, it's a highly unfortunate result of the silly way Advance tickets are handled. I have many ways in my mind which could make things much fairer IMHO but they probably aren't worth my time airing maybe one day!

You can make reservations for a train even if you have a flexible ticket. Just take your ticket to any (capable) ticket office

 

[dzug2]

My return is any train hence the lack of reservation? Strange that you pay more and could end up standing compared to someone who picks an individual train but gets to reserve a seat?

?

No - reservations are not yet open for travel after 24 December (if the NR info page is up to date)

You've made the fatal mistake of booking too early - before advance fares have been released

You should be able to get a (free) reservation once reservations open for that day

 

[VauxhallandI]

No - reservations are not yet open for travel after 24 December (if the NR info page is up to date)

You've made the fatal mistake of booking too early - before advance fares have been released

You should be able to get a (free) reservation once reservations open for that day

Too early?

When I looked on Friday the singles each way were £21, today when I booked the return leg was up to £63

For the 1st class option I got the £51 up but the return leg had shot up to hundreds

 

[Goatboy]

Virgin are not yet offering Advance tickets for dates after 24th December - the reason why the price had 'shot up' is just because its offering you only walkon fares at present.

 

[VauxhallandI]

Virgin are not yet offering Advance tickets for dates after 24th December - the reason why the price had 'shot up' is just because its offering you only walkon fares at present.

Oh balls, I was under the impression the earlier the better as it says on their website. I take it I cannot refund an off peak ?

 

[fireftrm]

Yes you can, but you will pay £10 admin fee. It is quite likely that you will be able to move seats on your outward journey anyway, alighting at Euston you should find some 'available' seats among the 1+1 side. Even on Christmas Eve first shouldn't be fully reserved. I have always been able to pick a different seat in first.

 

[John @ home]

I have always been able to pick a different seat in first.

It seems to me that on the outward leg the "FIRST ADVANCE SINGLE" is in First Class, but on the return leg the "OFF-PEAK SINGLE (ONLINE)" is in Standard.

Would the 27th be treated as a weekend upgrade to first or is it treated as a normal day?

Weekend First, probably called Festive First or some such, is likely to be available on Virgin Trains on 27, 30 and 31 December but I'm unable to find written confirmation at present.

If available, it costs £15 per Adult. Full details of Virgin Weekend Upgrade is here.

The route shown on the "OFF-PEAK SINGLE (ONLINE)" ticket is "ANY PERMITTED", so you could instead use that ticket to Kings Cross via Edinburgh. Unfortunately, the through Glasgow - Kings Cross train does not run on 27 December, but you could use the ticket on any Glasgow - Edinburgh train in Standard accommodation, then take any East Coast train Edinburgh - Kings Cross. Festive First will be available on East Coast trains from Saturday 21 December 2013 until Sunday 5 January 2014 inclusive, and costs £25 per Adult for Edinburgh - Kings Cross. Advance reservation is recommended.

 

[andrewkeith5]

It seems to me that on the outward leg the "FIRST ADVANCE SINGLE" is in First Class, but on the return leg the "OFF-PEAK SINGLE (ONLINE)" is in Standard.

You make a good point! I hadn't noticed that. It does indeed look like the return leg has a standard class ticket, otherwise I'd expect to see FIRST OFF-PEAK SINGLE....

EDIT: Indeed you are correct, there is no First Class Off Peak Single from Glasgow to London routed Any Permitted - only a First Anytime Single. It looks like either upgrading on board or having the ticket refunded and buing new Advance tickets might be the best option - the latter will cost £10 for the refund and you might end up with cheaper tickets overall if you book the day they are released, plus you can always go back and buy the Off Peak Single again so worst case you'd be £10 down. I'd wait until Advance tickets are released though and buy those first before asking for the refund.

 

[VauxhallandI]

Well to my amazement when I checked the site yesterday the advance first class single for £51 had re-appeared for the return leg.

I bought those and have arranged a refund for the two off peak tickets.

I did ring the Virgin people to ask them why the advance tickets were there on Friday, gone on Sunday and back again on Monday.

I am confused by this and wanted them to wave the £10 refund fee.

She said the tickets were there or not there due to availability.

I stated there are two meanings to availability in this case. Whether or not any were left ie available or whether they had been removed ie not available and put back.

Two quite different things.

She told me that they remove them at the weekend?!?

I questioned this a number of times as she wasn't really getting it. At one point she told me it wasn't down to Virgin, I enquirer who exactly it was down to. At one point she said it was the rail industries policy. I asked her did she mean that DfT ran their ticketing policy, she just then continued to talk in circles about ticket availability.

Even if I was mistaken and they were there on Sunday they should be able to answer questions in a coherent and confident manner.

Seriously unimpressed. Do they expect you to sit there and open your mouth to swallow any old sentence made up from a bull**** bingo machine?

 

[andrewkeith5]

I'm glad you managed to save some money in the end

By the sounds of it either someone accidentally released the tickets early, or they were withdrawn to adjust availability etc. (I'm only speculating here, but either sounds plausible to me).

It sounds like the customer service advisor you spoke to probably didn't even know that what happened had happened and was trying to cover the fact. Whilst it's probably preferred to the customer that they just say "I'm afraid I don't know, it's an unusual occurance and I haven't been made aware of it", it's quite natural for some CSAs to try and offer what they think might be a potential reason in the hope that the customer accepts the reasoning - most people probably wouldn't go on to question them as you have! It's not the optimal solution (and potentially not the correct, I'm not privy to Virgin's CSA training or rules), but it is sometimes just the natural behaviour of some, especially if they are expected to know everything.

Unfortunately if what happened is due to a website error or accidental early release, you're probably one of very few people to have noticed and the person involved is probably trying to keep quiet having corrected the error (we all make mistakes!), so it's not likely to get to a customer service department. There is of course no harm in you writing to Virgin and putting the question (and whole series of events) on paper to them, and they may decide it is worth investigating or offer some form of apology, but nothing is guaranteed.

 

[VauxhallandI]

I'm glad you managed to save some money in the end

By the sounds of it either someone accidentally released the tickets early, or they were withdrawn to adjust availability etc. (I'm only speculating here, but either sounds plausible to me).

It sounds like the customer service advisor you spoke to probably didn't even know that what happened had happened and was trying to cover the fact. Whilst it's probably preferred to the customer that they just say "I'm afraid I don't know, it's an unusual occurance and I haven't been made aware of it", it's quite natural for some CSAs to try and offer what they think might be a potential reason in the hope that the customer accepts the reasoning - most people probably wouldn't go on to question them as you have! It's not the optimal solution (and potentially not the correct, I'm not privy to Virgin's CSA training or rules), but it is sometimes just the natural behaviour of some, especially if they are expected to know everything.

Unfortunately if what happened is due to a website error or accidental early release, you're probably one of very few people to have noticed and the person involved is probably trying to keep quiet having corrected the error (we all make mistakes!), so it's not likely to get to a customer service department. There is of course no harm in you writing to Virgin and putting the question (and whole series of events) on paper to them, and they may decide it is worth investigating or offer some form of apology, but nothing is guaranteed.

Indeed I would have appreciated honesty. It's ok not to know however she should have taken it away to assess rather treating me like a Wally.

I requested to speak to a supervisor, eventually she went off and came back a few mins later saying he would ring me back in 24 to 48 hours.

That is terrible customer service in my eyes, we are 27 hours in.....

 

[andrewkeith5]

Indeed I would have appreciated honesty. It's ok not to know however she should have taken it away to assess rather treating me like a Wally.

I requested to speak to a supervisor, eventually she went off and came back a few mins later saying he would ring me back in 24 to 48 hours.

That is terrible customer service in my eyes, we are 27 hours in.....

I agre it certainly isn't the best customer service, and doesn't sound like the normal high level of service I receive from Virgin Trains.

I hope things go better when the supervisor gets in touch. I would certainly be looking to followup in writing, however, as an email/letter is more easily recorded and gives the benefit of letting you rephrase/clarify what you're saying before you say it, as well as giving more time for a response to be investigated properly.

 

[Aldaniti]

Seriously unimpressed. Do they expect you to sit there and open your mouth to swallow any old sentence made up from a bull**** bingo machine?

Yes. This is what Virgin excel at.

 

[VauxhallandI]

Yes. This is what Virgin excel at.

Well we are now 30mins away from the 48 hour call back deadline.

Anyone want to bet they will make the deadline?...
--- old post above --- --- new post below ---
Well I eventually had to ring them back yesterday afternoon.

The lady said the supervisor had to try to ring me on Thursday at 17.39

I pointed out to her that he hadn't left me a voicemail.

She said she would get someone to call me back.

I did then get a call from the supervisor, 96 hours and 45 minutes after the request.

In the meantime I checked my phone and I had not received a call on the Thursday.

Anyway to cut it there the chap said he would refund my £10 admin charge for the ticket refund. He offered to book the replacements but I already had, I imagine in a lot of circumstances the tickets would have gone after a 96 hour wait.

Bright red shiny trains seems to be enough to be loved!

 

[kashish]

Hi ,

i have booked tickets but i didnt get the seats reserved.
I am afraid, do i need to travel standing or what

below is my train booking :

Journey 1: GLASGOW CENTRAL to LONDON EUSTON
Class: STD
Travel on Friday 27 December 2013
Departs Arrives By Reservations
07:37 - Glasgow Central 12:13 - London Euston TRAIN (Virgin Trains) No seats reserved.

Ticket details
Passengers: 2 Adult(s)
Ticket Type: OFF-PEAK SINGLE (ONLINE)
Route: This ticket allows travel on any permitted route.

I booked the below.

Can you tell me if the outward seats are the two on their own, the one from 2+1? If it isn't can I change to that?

What times can I use the return leg tickets? Any advice on which would be the quieter trains - impossible question alert!

Travel on Tuesday 24 December 2013

Departs Arrives By Reservations
14:30 - London Euston 19:15 - Glasgow Central TRAIN (Virgin Trains) Coach: H Seat: 22
Coach: H Seat: 19

Ticket details

Passengers: 2 Adult(s)

Ticket Type: FIRST ADVANCE SINGLE

Route: This ticket is only valid when travelling exclusively on Virgin Trains.



Journey 2: GLASGOW CENTRAL to LONDON EUSTON

Travel on Friday 27 December 2013

Departs Arrives By Reservations
15:40 - Glasgow Central 20:12 - London Euston TRAIN (Virgin Trains) No seats reserved.

 

[hairyhandedfool]

Hi ,

i have booked tickets but i didnt get the seats reserved.
I am afraid, do i need to travel standing or what ....

There will be seats left unreserved on the train to be taken up on a first come first served basis on the day. I believe that in a 9 coach Pendolino they are usually found in coach E, whilst in an 11 coach Pendolino they are usually in coach F and coach U.

 

[bb21]

As you are travelling on 27th December, the trains can be busy.

Why not take yourself down to the station and ask for a reservation for the train you intend to travel on? It will be done for free.

Alternatively ring up Virgin telesales (08719 774 222), and they should be able to help you. Use www.saynoto0870.co.uk for an alternative number if you don't like 0871 numbers.

If you have no reservation and the train is exceptionally busy, then you will unfortunately have to stand, as your fare does not guarantee you a seat. That said, the probability of that happening is very low.

 

[kashish]

Thnks i am thinking to cancel this ticket and book flight ticket. it is chaeper than this too ..but again question is that whether they would refund my train tickets?

 

[bb21]

Yes, you can apply for a refund of your ticket, subject to a £10 administration fee per ticket.

 

[kashish]

Thanks. I have booked seats on another train.got seats reserved
does anyone know about 2for1 madame taussade offer ? i m planning to visit it on friday 27th dec around 2pm with 2for1 offer. will it be crowded and is it mandatory to visit on the same day of travel?

 

[Butts]

Thnks i am thinking to cancel this ticket and book flight ticket. it is chaeper than this too ..but again question is that whether they would refund my train tickets?

This is what you should have done in the first place if "planning ahead" was essential.

Unfortunately the TOC's only allow 3 months advanced booking normally but the airlines 12 months.