Virgin Trains have apologised "unreservedly" after facing online backlash over an exchange between one of their spokespersons and a woman on Twitter.
Emily Lucinda Cole tweeted the company: "When virgin trains mess up and the older male train manager in the resulting conversation dismisses you with that hideously patronising word women shudder at in contexts such as these: "honey" @virgin_trainsEC."
A Virgin Trains East Coast spokesperson on Twitter responded with, "Sorry for the mess up Emily, would you prefer "pet" or "love" next time?
Cole was left angrier as a result:
Social media users were quick to share their disbelief at the response.
One said it was an "incredibly rude and snarky response to a perfectly reasonable complaint" whilst another tweeted, "So instead of giving good customer service, you thought it would be best to mimic the behaviour being complained about?