People are quick enough to complain about Britain's railways. (And I've been known to grumble...) But I've enjoyed outstanding service from Virgin Trains today.
I inadvertently got on the wrong train at London Euston this lunchtime. I was booked on the 1300 to Manchester but boarded the 1307 to Liverpool at the next platform. Luckily I realised my mistake as the Manchester train was leaving and got off quickly.
My ticket was non transferrable, but the female ticket inspector at the gate was brilliant. She said the next Manchester train was just 20 minutes later, and marked my ticket so I could travel on it at no extra cost.
It's the kind of kindness and flexibility that makes all the difference to a company's reputation.
I quickly tweeted (from @robskinner) to say thank you to @virgintrains, and got an almost instant response, inviting me to email Virgin Trains so they could pass on my thanks to the member of staff. I was delighted to do this.
It's the second time in a week that I've praised a rail company. Chiltern Railways responded to a tweet offering me help after I got on the wrong train last week. It's good to see our rail companies using social media so well. It will be a talking point at tonight's Some Comms social media awards in Manchester.
And I'll be more careful about which train I board in future!
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