Virgin trains advance ticket refund
Upvote:4
Advance tickets are indeed non-refundable; this should have been made clear when you were sold the ticket. The date and time on an Advance ticket CAN be changed prior to travel (usually for a fee), but not the destination.
However, I echo the confusion of others about why you needed to buy a new ticket — your route from Manchester to Heathrow will likely have taken you via Euston, and while technically you're not allowed to stop short on an advance ticket, there's absolutely no way anyone could tell in this particular case since you would usually exit Euston Station to catch the tube towards Heathrow anyway!
As to why you were sent that email — well, without seeing the actual text of the email I can only imagine it was a mistake on the part of the customer services. They're only human after all. Perhaps if you explain the situation to them as you have done here they'll refund you as a goodwill gesture.
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