Virgin Trains provides free ticket to customer following YouTube Christmas wish song

Virgin Trains has shown how to do social and keep customers happy over the Christmas season, having provided Kineta Kelsall with a free ticket home after she asked if she could get a cheaper ticket.Kelsall missed the window to buy a cheap ticket home, so asked the company if she could still get the discount. After some cajoling, she instead turned to carolling, and sent Virgin Trains a YouTube video.

@Kineets Oh man! I can't unfortunately, good luck with that though! ^SD

— Virgin Trains (@VirginTrains) December 13, 2013

Following the video, which led to others on social begging Virgin to help Kelsall out, Virgin Trains unveiled its own YouTube video: offering the blogger a free ticket.

Speaking to The Drum about the experience, Kelsall said: “I was determined to get to London on Friday, and joked with my mates that I would 'find a way', I don't think they were expecting this though! I missed the 'cheap ticket' offers, and decided to take to Twitter to see what they could do. Maybe it was my epic singing that won them over, who knows! This is a great example of online customer care, the powers of social media eh!”