Virgin Trains Reviews

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★☆☆☆☆

“Terrible service in first class on Virgin”

Written on: 26/07/2015 by ert53 (1 review written)

I use Virgin trains, West Coast line, every year when visiting UK for work and family visits. In 2014 my experiences were very poor. This year I only needed to take one trip, from Carlisle to London, and was very disappointed to find if anything a deterioration. I booked first class as I normally do, and it was nearly 100 pounds for this three hour trip. It is daylight robbery, really. But if the service had been good I would not have complained. I boarded at about 9.50am and was hoping for… Read Full Review

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★☆☆☆☆

“Worst journey”

Written on: 23/07/2015 by KamoraKnight89 (1 review written)

Travelling from Glasgow to London is a nightmare enough as it is, let alone an evening train! Booked a quiet coach in the hope to get a nap on the way as I had already been travelling for 2 hours by this point! The train was then delayed at Glasgow by about half an hour, finally got to our seats. Bought some extortionate priced food on the train £2.25 for 10 chips! Then a gentleman boarded the quiet coach with a baby, which was safe to say ensured the entire coach wasn't quiet, the whole of my… Read Full Review

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★☆☆☆☆

“definitely not first class”

Written on: 14/07/2015 by 167Bradford (1 review written)

I hope this experience is never repeated.I bought first class tickets in advance for myself and a friend to travel from Edinburgh to manchester. When the train arrived it was short of four carriages. A member of staff was extremely rude and told us there was a shortage of seats so it was pot luck if we found any unreserved. It was announced during the journey that the train had problems the previous evening and that led to the missing carriages.It is hard to understand why this was not sorted… Read Full Review

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★★☆☆☆

“Treated like cattle”

Written on: 02/07/2015

Except in the UK we have animal welfare standards, which clearly didn't apply to me, my daughter and the other poor souls trapped in a carriage with broken air conditioning on the hottest July day ever recorded. The service, I use the word loosely, was the 15.30 KX/Glasgow yesterday July 1st. The train was already a replacement for a faulty one and, magically, was 'prepared' and left within the time frame you can get a refund for delays (hmm). We had booked seats on Coach B, which was… Read Full Review

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★★★★★

“Saved the day”

Written on: 26/06/2015 by Maureen123456 (1 review written)

We (or rather my husband) left our tickets at home and after a rather expensive taxi ride, the lady at the ticket office approved our tickets for the next train, at no extra cost. So helpful and so much appreciated xxx … Read Full Review

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★★★★☆

“Fab”

Written on: 22/06/2015 by Zieglerbx393 (1 review written)

Kings cross to Newcastle virgin train. On time both ends good leg room great service. Nice comfy train clean toilets. Tickets and seats well explained. I would recommend this service to family and friends and would use it again for east coast. A bit expensive but great all the same. A weekend away was great because the train was prompt both ends… Read Full Review

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★★☆☆☆

“No Virgin No”

Written on: 12/06/2015 by usSmith260 (1 review written)

I was on a train from Glasgow to Birmingham New Street, The train was fairly packed and as we kept going further down the line more people would get on and more seats would be used, the crew made announcement after announcement about no sitting on the floor suitcases on chairs etc. but there was no room the luggage racks were full, the luggage hold room was full and trying to get through to other carriages was a nightmare, I was travelling with a group of 8 and we had 8 suitcases and we had to… Read Full Review

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★★★★★

“Roisin on the information desk at Euston-Thank you”

Written on: 07/06/2015 by lizd0001 (1 review written)

I missed my train to Euston by 2 mins (as mistakenly got on a slow connecting train from Bushey). I was nearly in tears as I was travelling to Edinburgh to see my very sick father. I had a non refundably ticket. Roisin immediately said she would sort it- she replaced my ticket and kindly wrote down the new times. She could not have been kinder or quicker. So grateful. It is easy to bad mouth the train service- but I note the only people helping re trains are the Virgin staff. Thank you… Read Full Review

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★★★★☆

“1st class is a must”

Written on: 15/04/2015 by apMurray1954 (1 review written)

Just returned from a 3 day break in London and booked 1st class on virgin trains(book early for a good price)food & drink was tasty and plenty of,staff were friendly ,polite and helpful a credit to your company.journey was incident and delay free and to be honest didn't feel like four and half hours.we went by virgin 2 years ago and travelled on a Sunday,to be honest it was a disaster compared to this time.i think its best to avoid weekends if you can but I would recommend weekdays… Read Full Review

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★★☆☆☆

“poor wifi”

Written on: 30/03/2015 by Lowebe192 (1 review written)

Having purchased a 24 hr WiFi pass I was disappointed that firstly the WiFi between Aberdeen and Edinburgh was very intermittent and secondly that the pass did not work on the virgin train from Edinburgh to London Euston. A total rip off. Also despite booking a seat with a power socket there were no reservations on the train to London and no sockets to be seen. The food was average bit at least the yrains were pn time. Next time I will fly… Read Full Review

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★★★★★

“First class service”

Written on: 28/03/2015 by Cathyannyhay (1 review written)

I was travelling from Liverpool Lime Street to London Euston due to a family emergency. Both myself and family in London were experiencing problems trying to book tickets. I made the decision to go to the station and just see if there was anything I could do from there to speed up my travel. After explaining the situation, the staff could sense distress and worry and very kindly arranged for me to travel first class at no charge to ensure I got to London as soon as possible. They helped me to… Read Full Review

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★★★★★

“outstanding customer service”

Written on: 15/03/2015 by Moser456 (1 review written)

I traveled to London recently for a three day break with my partner and daughter. We paid for standard class as that was all we could afford. Our return travel was Tuesday 10/3/15. I have a debilitating spinal condition which was particularly bad upon the return journey. As we approached the platform I could barely walk a step and my family struggled to carry myself and our luggage. The train manager who I wish to name ( but the review states I am unable to), immediately approached us and… Read Full Review

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★★★★☆

“Not faultless but not as bad as many others”

Written on: 10/03/2015 by Trujillocy44 (1 review written)

Use Virgin trains regularly - normally a few minutes late. Travel first class to get a seat - always get offered breakfast and meal on way home ( only travel to Crewe) . staff are lovely- the train manager, and others all very friendly. Cost on my route is reasonable but travel to London and prices are way over the top. Would like to see trains turning up on time - everything else is fine… Read Full Review

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★☆☆☆☆

“No Catering in 1st Class”

Written on: 05/03/2015 by Daniat71 (1 review written)

I travelled with my elderly mother on Virgin Trains from Manchester to London on Sunday 1st March 2015. 50 minutes into the journey we had not seen a Virgin Trains member of staff on the train and were wondering what the catering situation was. The "Train Manager" had made 4 announcements regarding the journey and how people could upgrade to 1st class for just £15 but had not mentioned catering on the train even once. Eventually, after an hour the "Train Manager" came to check tickets. I asked… Read Full Review

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★★★★★

“Excellent customer service ”

Written on: 04/03/2015 by McCabe305 (1 review written)

On Wednesday 25/2/15, after 24 hrs travelling from my holiday I went to the Virgin podium at London Euston for a timetable. A very smartly dressed lady asked me which train I was heading for, it was the 9.30 to Warrington, and offered to take me to the train. The platform had not been called but it was a relief to get on. On our way to my carriage I mentioned how useful the service was but that I had been delayed by one and a quarter hours on the way down two weeks earlier causing me to almost… Read Full Review

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★☆☆☆☆

“Customer service Virgin Trains style. What customer...”

Written on: 01/12/2014 by Cherry05 (1 review written)

Just travelled back on a Virgin train with my mother from a weekend in Chester. The attitude of their porter at Crewe was disgusting, was made to feel a nuisance. I've limited mobility and made the mistake of requesting assistance at Crewe station. The porter was surly and uncooperative, made it abundantly clear that I was a nuisance, abandoned on the platform at Crewe he couldn't get rid of us quick enough, no assistance provided at New Street Station despite it being requested. They could not… Read Full Review

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★★☆☆☆

“Cheap Fares but train always late.”

Written on: 26/11/2014 by 83Porter (1 review written)

I decided to buy Virgin train tickets for my journey from Carlisle to Glasgow because they were offering cheap tickets and the train was only 10 minutes later than my usual one.However, I've found these trains are always 20 minutes late causing me to miss my connection in Glasgow. How come signalling problems only affect Virgin Trains. I have to watch all the other trains coming and going on time. Excuses, Excuses. I'm changing back to Trans Pennine Trains. Much better punctuality… Read Full Review

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★★★★★

“wonderful”

Written on: 22/11/2014 by joshuachandler (4 reviews written)

a great service staff are polite and willing to help not like london midland very comfortable… Read Full Review

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★☆☆☆☆

“Recommend to a friend? I wouldn't recommend to an enemy.”

Written on: 13/11/2014 by aaronf44 (6 reviews written)

Where to begin? They're constantly late, trains are cancelled, catering facilities don't show up, the aircon is a joke, the WiFi service is appalling. It's irrelevant to talk about anything positive about Virgin trains, as to be quite honest there's not a whole lot positive about their service, and if there was it'd be hard to admit to it when their trains don't roll up half the time. Yes, that's right, 3 trains cancelled in the past 6 weeks. 50% of the time Virgin canals your train… Read Full Review

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★☆☆☆☆

“Dreadful ! Massively overcrowded”

Written on: 12/11/2014 by Cadec179 (1 review written)

I write from between Bitmingham New Street and Derby. Left at 1635. Train us grossly overloaded. Lots of us standing. Pretty much a gridlock of people. This must be a breach of a health and safety regulation. There is nothing I can hold on to. Catering trolley cannot get through. Avoid this company unless you travel in the middle of the night… Read Full Review

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