Thursday, 5 November 2009

Virgin says "computer says no"

Yesterday morning. M at the station ready to travel to Edinburgh once she had collected her ticket from the pre-pay machine, having bought it with a credit card on the fab Raileasy website.

Looks in rucksack... coat pocket... no wallet and therefore no credit card, debit card, cash or anything.


Remembers she left wallet in pocket of other coat the previous night.

Stops panicking and hopes that nice lady behind the counter can issue her ticket given she (M) knows the booking reference number (written in her diary) and all the details of the journey.

Nice lady says no because computer says it must have the credit card that made the booking.

Nice lady also says "please let me finish" when M was not aware she had interrupted in the middle of a sentence. (Middle of a paragraph maybe but humans do not always have to deliver a pre-prepared speech.)

M cannot travel to Edinburgh.

M has to phone husband and get him to come to the station with cash to buy another ticket.

Husband arrives just as train leaves - without M on it.

M is late for work and cross with Virgin Trains. "Computer says no" is a feeble excuse for bad customer service.

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