Virgin Trains

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Miss Roxanne's complaint against Virgin Trains

Miss Roxanne Crawford

09/09/2015

Rude and unhelpful staff

Complaint against Virgin Trains

I was travelling to Glasgow Central from Liverpool Lime Street, changing at Wigan North Western on 02/09/2015. On the 13:09 I was travelling with my two children both under the age of 4, as you can imagine the amount of luggage I had with myself and a push chair, when trying to get my children on board a long with all my belongings. A staff member of Virgin Trains shouts out to me, Hurry up this train is going to be late!!!!! With no consideration that I was struggling to get on the train with my children and baggage, the Virgin staff member didn't offer to help me neither just shouting hurry up! This was very up setting and very displeasing to myself, I am very annoyed at the level of service Virgin Train Staff Members offered and their lack of in my case,. The same thing happened to me on my return service to Liverpool Lime Street from Glasgow Central. I was getting the 14:40 on 04/09/2015 virgin train too London EUSTON, this time I was approached by a Virgin train member of staff also asking me too hurry up, with a can't do attitude not helpful what's so ever, then when the Virgin staff member noticed how displeased I was, she then offered to help me carry my pushchair on board!!! I am really annoyed by the whole experience of the Virgin train services to and from Glasgow Central. I have worked in customer service for over 10 years and I wouldn't dream of treating my customer like the way I was treated. I would also like help with a refund too with tickets that have not been used.

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