Virgin Trains Reviews

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★★☆☆☆

“Weekend first class - don't bother”

Written on: 23/11/2013

I travelled from euston to Chester on a Thursday lunchtime, the cleanliness and service from the departure and arrival times to the on board food and service could not have been better. I was very impressed, but travelling back early afternoon on a Saturday could not have been more different. Although the departure and arrival times were spot on, there was absolutely no on board service. You could, if you could find your balance, make your way through carriages to a small area where after… Read Full Review

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★★★★★

“amazing staff/service”

Written on: 21/11/2013 by caznjayk (1 review written)

My mother and hur freind were travelling to London from Glasgow when my mum passed out on the the train .the great vigin staff got my mum a ambulance at Carlisle and did everything thay could to make sure that she was ok.I traveled down to Carlisle to see my mum with my dad in his car . I then had to take the car and drive janet to the station to catch the train to London were the staff could not do enough. They put janet on first class #wined&dined.once home my mum contacted virgin to say… Read Full Review

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★☆☆☆☆

“Shocking Customer service”

Written on: 08/09/2013

I was struggling with an injured knee, luggage and ticket whilst boarding the train. Unfortunately I dropped my ticket onto the track. I still had my receipt and virgin trains app booking confirmation. I immediately told a member of staff who told me to speak to the train manager and assured me it would be fine since I had proof of purchase. The train manager did not want to know or hear my justification. He told me that I had to purchase a new full price ticket for £70 or face a fine. He… Read Full Review

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Ukimpartinfo's Comment

Written on: 16/09/2013

I AGREE, CUSTOMER SERVICE IS TERRIBLE WITH VIRGIN TRAINS WITH VERY CONDESCENDING LETTER FROM CEO TO PROVE IT!

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★★★★★

“Great professional service”

Written on: 07/08/2013

I travelled on. The. 13.49 from Carlisle to Euston today and the service and organisation given by all crew was excellent and I would like to say a big thank you, ( lady's with. Little dog in carriage I)… Read Full Review

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★☆☆☆☆

“Be carefull Rude train manager and worst customer srvice”

Written on: 06/08/2013

When a customer is up set, there is a reason but Virgin train's customer service is not interested in. I was panicking being about to miss the train. At the platform next to the first class coach, I was guided by a Virgin train staff in their red jacket to jump on and stay in the first class coach. He assured twice that I would not have to pay extra. The train manager came and treated me like a fear dodger though I explained what his colleague told me. I did not refuse to move to the second… Read Full Review

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★☆☆☆☆

“Luggage stolen, knowledge that it goes on misleading...”

Written on: 14/07/2013 by baron_rj (1 review written)

I recently travelled with virgin rail and I unfortunately had my bag stolen. From the information I have received this is common place on trains as they don't have CCTV in areas where bags are stored. The only place on a virgin cross country train for example with CCTV is in the buffet bar. My bag was with the bikes at the back on a busy train. Clearly I shouldn't have left it unattended or out of eye-shot. However, the I was mislead in to believing that my bag was under CCTV… Read Full Review

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★★☆☆☆

“Not everyone likes spicy food”

Written on: 11/07/2013 by extendedpaul (3 reviews written)

I travelled first class from Lancaster to Euston on a Virgin evening meal service. The hot meal choices were tandoori chicken or vegetable curry. The elderly couple sitting opposite and I all refused. Come on Virgin, surely you can offer something other than Indian food. Not everyone likes it ! My complaint to Virgin was acknowledged but never answered. … Read Full Review

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★★☆☆☆

“Delays and refunds”

Written on: 03/06/2013

After three seriously delayed journeys, I wrote in to request some form of compensation. I received it a few months later in the form of two vouchers. When I go to use the vouchers, not only do I have to post them off recorded delivery (cost 1 to customer), I have to make sure its 14 days in advance of use so to ensure they can be processed. I then call an 0845 number (cost 2 to customer)to get a promotional code. I then call an 0871 number (cost 3 to customer)to be able to book the tickets… Read Full Review

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★★★★☆

“Better than East Coast”

Written on: 02/06/2013 by AJPee (1 review written)

Two of us travelled from Glasgow to Euston in May 2013 on first class tickets with Virgin trains. Overall our experience was good - pleasant environment, staff smart and presentable. The complimentary food and drinks were of a good standard and were offered frequently during the journey, including wine (East Coast trains take note!) My only gripe was regarding cleanliness of the coach we were in: when we boarded, there were crumbs on the seats and tables, and some litter on the floor from… Read Full Review

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★☆☆☆☆

“Always delayed!”

Written on: 23/04/2013

In one weekend, there was a 45 minute delay going one way and a 50 minute delay going the other way. Not acceptable - sort it out!… Read Full Review

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★★★★☆

“Train staff”

Written on: 12/03/2013

There is something disappointing about travelling in a first class carriage where the attendant has reserved the last three seats for herself and is most interested in charging her mobile phone. I have come to expect better from Virgin. Crewe to Chester 12/03/2013 at 20.50 … Read Full Review

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★★★★★

“Virgin Trains: best train opperator in Britain ”

Written on: 18/01/2013 by Mh390 (1 review written)

I use virgin trains all the time between Glasgow Central and Carlisle and sometimes Glasgow .central to London Euston, but before they un-fairly lost the XC contract in 2007, used to use them between my hometown of Dundee and Edinburgh. The train - Virgin's class 390 (Pendolino) is easily the best train in UK (exept Eurostar.) they are always nice and long with plenty of spare seats to go round, toilets always emasculately clean. Frequency - hourly service from GLC - EUS starting at 4am… Read Full Review

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★★★★★

“Cheap at twice the price!”

Written on: 10/11/2012 by Armslength777 (2 reviews written)

I treated myself to a theatre trip to the West End from Liverpool on Thursday 8 November 2012 to see Blood Brothers. I started looking at the travel options about 4 weeks ago and noticed off-peak Virgin Pendalino service was only £36.50 out and £49.50 return in the evening by booking in advance! I've never travelled first classs before but at this price and for my treat, I took it. Seats are more comfortable and the service is great. Free tea, coffee, cold drinks, wine etc. and a rather… Read Full Review

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★☆☆☆☆

“First class”

Written on: 06/10/2012 by bluestuba (1 review written)

Booked first class on a recent visit to london. After a hards day's work was looking forward to a hot meal and a drink en-route to london. I was offered a sandwich and two drinks what a waste of money… Read Full Review

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★★★☆☆

“Inconsistent service, going yes I would recommend,...”

Written on: 23/09/2012 by Shazwicker (1 review written)

Going from Glasgow to London fantastic, food good, service good, and regular tea/coffee/drinks service, however london to Glasgow shocking- 1st drink service within 30 mins, 2nd 1hr from home and a snack box (2 crackers, soft cheese, a small pack of pretzels, a small flapjack, and a square of chocolate) no hot food, fruit or snacks as I was lead to believe- I purchased these from the shop- so why did I pay extra for this service? My seats were reserved but a family of 4 sat in the 2 seats… Read Full Review

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★☆☆☆☆

“VIRGIN LOWER CLASS”

Written on: 22/08/2012 by shrswlondon (1 review written)

Big fan of Richard Branson. Love flying Virgin Upper. Great brand with equal experience..... until now! I can only assume the good reviews are from employees of Virgin and I admire their loyalty. First time on Virgin Trains from Euston-Manchester. Dirty, smelly, grubby, no natural light as the windows are tiny. (in fact I don't even have a window for my 'window seat'.. I hear that Branson has lost this contract. I can see why. He should try travelling on his own trains. I will have to… Read Full Review

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★★★★★

“Simply the best”

Written on: 31/07/2012 by sad7777 (1 review written)

I stopped using trains years ago...as I felt like a sardine. Well Virgin Trains, thank you for opening my eyes to the comfort, cleanliness, staffing,catering, choice and up to the minute information. I took my grandchild to see the Wizard of Oz and not looking forward to the journey, the experience was so good I am saving for another trip. A mention for the staff on the 1020 from Manchester Picaddily on 29th July and the return trip on the 1925 from Euston on the same day.......you were… Read Full Review

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★☆☆☆☆

“Virgin Trains: Unfair, Unreliable and Unacceptable...”

Written on: 13/02/2012 by virgintrainssux (1 review written)

Pre- Booked a 1st class single fare from London to Liverpool, pay 50 GBP by creditcard and got a confirmation number by email. One day prior to travel I went to collect my tickets at the ticket machine. Enter number, get ticket and receipt. No problem so far. The trip: conductor agrues with a fellow passenger about the validity of her ticket. According to him it's not valid because it was booked with a different Credit Card! "Read the small print in the terms and conditions madam" the… Read Full Review

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★☆☆☆☆

“Never Again”

Written on: 05/10/2011 by Rory (1 review written)

I was flying to Ireland from Liverpool on September 30th at 15.20 so I booked a train with Virgin from Heald Green in Cheshire to Liverpool South Parkway having to change at Manchester Piccadilly. The cost of the Train journey was £10.40. The first leg of the journey was good and arrived on time. The second leg was to depart at 13.07 but shortly before that there was an announcement that it would be 11 minutes late, shortly after that it was changed to 15 minutes late, then 18, 21, 25 and… Read Full Review

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Guest's Response to Rory's Review

Written on: 19/06/2012

youll find that this is not a virgin route. your traveling either Northern or TransPennine Express.

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★★★★☆

“Recently I went away for the weekend to London and I...”

Written on: 15/05/2011 by 34es (22 reviews written)

Recently I went away for the weekend to London and I travelled first class on the 08:16 Virgin Train service to Euston. When the train pulled up at ths station it looked very empty and it certainly was!! The seven of us had a whole first class cabin to ourselves. The attendant in the cabin came round with two rounds of drinks and the journey was remarkable the train didn't bend as much as it should of for a pendelino but on the way back it certainly did pulled into station on time and then off… Read Full Review

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