VIRGIN TRAINS APOLOGISE TO HAPPY CUSTOMER

A passenger who wrote to thank Richard Branson’s much-criticised Virgin Trains for a splendid journey has received two letters of apology.

The first offered an apology and the promise of a refund. The second apologised that his complaint had not been dealt with quickly enough.

Stevan Walton said yesterday that he had wanted to thank the company because of "the prompt service and friendly guards" on a journey from Stockport to London.

"I had thought the train would probably be delayed for hours. But I was very surprised when it arrived early both ways and the staff were really friendly.

I sent a letter to them telling them this through their website. Within two weeks I had received a letter of apology and an offer to reimburse my fare."

"There was a second letter saying: "We would be grateful if you would send your train ticket to the above address quoting your reference number so that we can fully complete our investigation into your claim. Thank you for your time and my apologies for any inconvenience caused as a result of this delay to your claim."

"It did make me laugh" said Mr Walton, a voluntary worker who helps people with learning disabilities. "I was not expecting any response at all, so I was very surprised."

Virgin said, "This was an administrative mistake. The letters were obviously a completely inappropriate response. They were sent out by a temp hired from an agency when the customer relations department was extra busy.