Problems ordering tickets at Virgin Trains website virgintrains.co.uk

Tuesday, 27 January 2009 15:51

There are problems to be overcome if you want to order tickets using the Virgin Trains webiste.

Customer Relations
Virgin Trains
Freepost BM6613
PO Box 6613
Birmingham B5 4HH
England

Tuesday, January 27, 2009

Dear Sir or Madam:
I am writing to complain in the strongest possible terms about your website.
I am a regular user of the site and find it very difficult to purchase tickets for my saved journeys. I am a self-employed web designer, so I do have experience and expertise in the field of usability of web pages. I am not about to give you free consultancy; as a customer service department I think I would be talking to the wrong part of your organization. However, should your web developers wish to discuss the problems in detail then I will be able to help.
My specific complaints are:
It is difficult to log into your system, the login button is not obvious.

Virgin Trains website problems

Tuesday, 27 January 2009 15:34

Virgin Trains would like us to use their website to book tickets, it could be the ideal way. Instead of queuing to buy a ticket and getting behind that dreadful person who seems to have all day to book a ticket you could buy your ticket and collect it from the machine at the station.

When the system works it's great. You put in the credit or debit card that you used to pay for your tickets and out come the tickets.

Well that's how it is supposed to work, but Virgin Trains' website designers have missed a trick or two, so the whole process is a lot more difficult than it needs to be, and the Virgin Trains website computer sytem has a lot of faults so it's hard to book tickets quickly and easily.