Recently, a friend in Facebook posted a picture of a letter she received from Virgin Trains which informs her of a cheque for GBP875 which they enclosed as compensation, presumably for some delays.
I was surprised, partly because I have not heard of Virgin Trains but more so because of the ease in getting compensated, something uncommon here in Malaysia. I have read about Air Asia using Virgin Airlines' business model and made a huge success of it, but the similarity ends there. I have read about many complaints and Air Asia's slow or no response, hardly of people being compensated.
Perhaps, we should also compare 'apples with apples' and compare Virgin Trains with our KTMB. My two-year petition has yet to get an official response, except a telephone call from someone who said they are looking into it!
I have just searched for Virgin Trains just to confirm there actually is such a rail company in UK, and I found their Passenger's Charter. This information plus the proof of my friend's receipt of compensation showed their seriousness in providing efficient train service.
Virgin Trains' Passenger's Charter (excerpt):
1.1 The Charter
This is the Passenger’s Charter for West Coast Trains Ltd,
which operates under the name of ‘Virgin Trains’. It sets out
our commitment to give you the safe, high quality service you
have the right to expect. Any passenger purchasing a ticket
for use on services operated by Virgin Trains should enjoy:
• a reliable and punctual journey
• clean and safe trains and stations
• a Customer Service team member onboard each
train to be available to provide help if required
• a refreshment service on most trains
• a seat if reserved in advance
Copies of this Passenger’s Charter will be available at all major
stations used by Virgin Trains, from our Customer Relations
team and our website virgintrains.com ..."