Virgin Trains Reviews

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Latest Reviews

★☆☆☆☆

“Service”

Written on: 23/08/2016 by EmileeFigueroa (1 review written)

Arrogant staff, unflexible policies that do not allow for 21st century society, find another way to travel. Even if you raise a complaint they do not respond, they are impossible to contact by phone, they cut you off on live chat. They really don't have a culture that matches their image… Read Full Review

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★☆☆☆☆

“Not worth the money and terrible customer service”

Written on: 19/08/2016 by RinRin (1 review written)

My sister and I chose to take a train from Edinburgh to London because we wanted to see the countryside, it happened to be more than a flight would cost, but thought it would be a nice trip for us. When I bought the tickets I didn't have the option to choose my seat, nor did I know that there were reserved seats. When my sister and I boarded the train we didn't have seat numbers on our tickets so we chose the seats that didn't have a reservation ticket on them. When the ticket collector came… Read Full Review

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Rinrin's Response to RinRin's Review

Written on: 19/08/2016

They also advertised free wifi, which was completely false. You get 15 minutes of free time and they block all streaming and videos.

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★★★☆☆

“Beware Euston departure for Edinburgh”

Written on: 06/08/2016 by YankinUK (1 review written)

Once on train, it's a very nice ride. However, Virgin sells tickets from Euston via King's Cross to Edinburgh and does show first leg is 'Tube' but fails to state that it's a LONG walk between KC tube stop and KC RR station. That can be quite difficult if you have trouble walking or have heavy/much luggage, or both. I learned the hard way--now you know… Read Full Review

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★☆☆☆☆

“Intimidating Virgin Staff”

Written on: 27/07/2016 by BeatriceLyons (1 review written)

Directed by Virgin staff to the wrong train and ended up being met by 7 very intimidating Virgin staff and 3 police officers at Euston treated like common criminals and the Virgin staff reducing my wife to tears. Fined £650.00 which we are appealing against all because the incompetent staff at Liverpool directed us incorrectly to the wrong train Traveller beware Virgin aren't as good as they make out to be. Oh and by the way we did have tickets just for the wrong Train. But its ok because… Read Full Review

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★★★☆☆

“No catering in train”

Written on: 21/07/2016 by Acer116 (1 review written)

Travelling from london to Doncaster. Did not have any lunch before the journey, no catering in the train. Empty stomach all journey. The only positive was the staff were polite and helpful… Read Full Review

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★★★★★

“Staff brilliant!”

Written on: 19/07/2016 by XavierSmith (1 review written)

Travelled durham..york over the weekend..had to return unexpectedly on sunday..staff at york station and durham station and on virgin trains. brilliant and helped me out… Read Full Review

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★★★★★

“Fantastic journey”

Written on: 15/07/2016 by Jaliyahb1972 (1 review written)

We were travelling from Manchester to london on the 13th July leaving 10.35am. I told the staff it was my daughter's 13th birthday and they were amazing. They did an announcement and wrote a wonderful card. I'd like to thank all the staff for making my daughter's birthday so special… Read Full Review

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★☆☆☆☆

“Terrible journey”

Written on: 28/06/2016 by Carrll249 (1 review written)

Last Saturday 25 June , we joined ,in Edinburgh the London train traveling to Inverness, unfortunately so did a group of very loud and drunk members of the younger generation. As the journey progressed they continued to down the vodkas , the foul language got worse and worse. This is the first time I had been on a train for a very long time, it was part of a rail holiday experience and I think it will be the last. About half an hour from Inverness , the conductor went passed and I complained to… Read Full Review

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★★★☆☆

“blocked aisles”

Written on: 23/06/2016 by Duggan250 (1 review written)

Why do they have the hot drinks trolley blocking the aisles when the train has just pulled out of a main station? Passengers are still trying to find their seats and are left waiting for the trolley to pass. Also, could the woman pushing the trolley not ram it into the side of seated passengers and then refuse to apologise? Bruised elbow, thanks Virgin. Ask your staff to use a little common sense… Read Full Review

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★☆☆☆☆

“Worst train ”

Written on: 03/06/2016 by JaylinBoone77 (1 review written)

Recently had a bad experience with virgin train.Was travelling from Scotland to Birmingham.Had to keep changing.From Preston to crewe to Birmingham we've came standing with a 4 month old baby in hand all da way through as none was ready to giv der seat.No space for pushchair either.Very disappointed with the service… Read Full Review

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★★★★★

“Manchester to Euston”

Written on: 02/06/2016 by Alfred415 (1 review written)

Travelled from Manchester to Euston and back on Sunday 29-05-16. Both trains on time, clean, comfortable, friendly staff and clear audible announcements. Well done Virgin… Read Full Review

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★☆☆☆☆

“Virgin joke! ”

Written on: 01/06/2016 by AdrianaGlass (1 review written)

Don't use Virgin if you're over 5"4,no leg space. Also best not to take any luggage as there's nowhere to put it. The "luggage overhead racks" are useless and only ok for small rucksacks. The announcements made could have been in Chinese, don't know, couldn't understand or hear a word. Seats packed into carriages to accommodate more passengers, no basic comfort at all .Will never use this service again, will not recommended this service when I go back to Switzerland. For the prices charged… Read Full Review

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★☆☆☆☆

“Absolutely embarrassing”

Written on: 01/06/2016 by rbHale221 (1 review written)

It's a shame you can't vote no stars because if there ever was a company that deserved it, it'd be virgin trains. Their reliability is absolutely embarrassing. Sure, if you catch a one off train you might have the fortune of having it run on time but I doubt it. When you have to travel frequently you soon realise they're woeful. Hour delays aren't uncommon, but 99% of the time you will arrive at least 10-15 minutes late. Let's not also forget their frequent train cancellations. 5:57 Euston to… Read Full Review

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★☆☆☆☆

“Bank holiday nightmare”

Written on: 01/06/2016 by Addison490 (1 review written)

if you like to stand and inparticular very tightly together so its like a sauna this is the company for you. yes its bank holiday its train work two big sporting occasions. but if you can't provide a decent seated service don't sell the tickets… Read Full Review

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★★★★★

“First Class”

Written on: 08/04/2016 by ElisabethRoach (1 review written)

Travelled first class from Motherwell to Euston for the first time. Was absolutely fabulous. Journey was excellent. The service was great and the staff were first class, pleasant and nothing was a bother. I would definitely not travel any other way now. Top marks to every member of staff… Read Full Review

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★☆☆☆☆

“Worst service experience ”

Written on: 31/03/2016 by Harper104 (1 review written)

I am 56 years old and as part of my job I have traveled my whole life around the world. Virgin by far are the worst company for customer service. From London to Peterborough took me 4 hours and I wasn't informed this throughout my journey. Could go on but not wasting my time with this company. Terrible.!… Read Full Review

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★★★★★

“I missed my train to London after the taxi driver...”

Written on: 29/03/2016 by McGee314 (1 review written)

I missed my train to London after the taxi driver insisted I could catch this train from Birmingham Snow Hill. Once there I asked a kind woman to point me in the right direction she did so I thought it was correct. However it wasn't so I had to catch taxi to new street station. I was in a state of panic by ye time I got to the station having missed my train. However one of the Virgin team witnesses my distress and helped me greatly he ensures me everything would be fine and even sorted my… Read Full Review

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★☆☆☆☆

“Poor service, (no hot food, snack service only). ”

Written on: 26/12/2015 by Kelsiez1994 (1 review written)

Treat for Christmas, should have taken the car! I paid for first class, expecting the described first class menus, this was certainly not provided. I am well adverse to travel and have been most disappointed. Passengers without first class tickets were allowed to sit in first class at no extra cost. On the upside the staff are most helpful and very frustrated at the current state of affairs… Read Full Review

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Sniffingmoose's Comment

Written on: 03/01/2016

Regular travellers know first class in a waiste of money. Dont believe their trendy adverts. Sadly, you will get next to nothing much food wise outside Monday to Friday business hours. I have travelled to Glasgow on Virgin trains recently and I could not buy a cup of tea. Reason given, the water boiler has broken down. On long distance rail travel in the UK, take your suvival kit containing a flask of tea, your own food, a deck chair in case there is no seat. Its not all bad if you choose your trains carefully through eperience. Save the first class for the continental railways where you can still sit down to have dinner.

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★☆☆☆☆

“I used to work for them”

Written on: 08/12/2015 by Ortizqq441 (1 review written)

The Company is a money grabbling, they don't care about the passengers you might think it because it a VIRGIN company. The OBMS, HR, Talent people are a lot of Rubbish horrible people. If your young they love taking you for a bad ride They like old men and women that are going to be OAP in a few years. Don't Apply you been warned… Read Full Review

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★★☆☆☆

“Overly loud jobsworth was rude and unpleasant ”

Written on: 22/11/2015 by Di901 (1 review written)

Having just come up from a very pleasant weekend in Dumfries I boarded the Virgin West Coast train to Euston at 18:52 on 22/11/15. I was travelling with my small dog who I had been sure to wash and brush before we boarded. He's non shed as it happens. When we boarded we had a few "aww's" and coo's from other passengers and the gentleman who had reserved the seat next to us offered to move across the aisle to a vacant space to give us extra room. Very kind of him. One Virgin worker passed and… Read Full Review

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Mkchickens's Response to Di901's Review

Written on: 29/11/2015

It is normal practice for a ticket inspector to loudly alert passengers when entering a couch to produce their tickets. This is standard on any train, the voice has to project to the end of the coach and allows passengers to have notice to produce their tickets.

I don't wish to add to any upset you may have felt when being told to' put your dog on something' and agree this should have been asked discreetly. However, I would take exception to any dog sitting on a seat meant for a passenger. I do not want to brush hairs from my clothes, or have a doggy smell transferred on to my clothes, also some people are highly allergic to dogs. It may have felt like the whole train was looking at you, the chances are they more concerned with getting on with their business. Hopefully your dog as lovely as he/she is will now travel on the floor thus avoiding any issues for you or others. I wish to add I am not connected in any way with any train operator. I am however a worldwide traveller on trains, planes etc..

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Di901's reply to Mkchickens's Comment

Written on: 29/11/2015

As I said, the dog had been cleaned earlier in the day out of consideration for others and as it happens it is a non shed, hypoallergenic breed. Having checked prior to travel, small pets are entitled to travel on seats if they are available. As you say, the matter would have been better handled in a discreet manner by Virgin trains.

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Di901's reply to Mkchickens's Comment

Written on: 29/11/2015

As I said, the dog had been cleaned earlier in the day out of consideration for others and as it happens it is a non shed, hypoallergenic breed. Having checked prior to travel, small pets are entitled to travel on seats if they are available. As you say, the matter would have been better handled in a discreet manner by Virgin trains.

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Di901's reply to Mkchickens's Comment

Written on: 29/11/2015

As I said, the dog had been cleaned earlier in the day out of consideration for others and as it happens it is a non shed, hypoallergenic breed. Having checked prior to travel, small pets are entitled to travel on seats if they are available. As you say, the matter would have been better handled in a discreet manner by Virgin trains.

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Betterthanclarkson's reply to Di901's Comment

Written on: 24/02/2016

I'm afraid there is no such thing as a "hypoallergenic" breed. Some breeds affect some people less than other breeds and but it is not possible to know the circumstances of every passenger who boards the train.

An animal can never be 'entitled' to cause harm, discomfort or inconvenience to a human being - and a paying customer at that. Again, even with the allergy issue being taken out of the equation, people can't be expected to arrive at business meetings with hair or animal smells on their clothing.

And at the end of the day - which dog would be troubled by having to lie on the floor? They'd be perfectly happy there.

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Betterthanclarkson's Response to Di901's Review

Written on: 24/02/2016

I'm sorry to hear that you were upset on a journey which should have been enjoyable........... but at the same time I am appalled that an animal was allowed to get onto a passenger seat.

You have to understand that some people have allergies to animal hair - those hairs will be carried right back to the person's home. It is also the case that most people will want to arrive at their destination without animal hairs on their clothing.

As cute as little dogs are it just has to be acknowledged that they cannot be put on a seat which is designed for a person - not in a public area anyway. The proper place for animals is on the floor.

The ticket inspector might have lacked diplomatic skills but was absolutely correct in directing that animals must not be placed on seats. Human health and comfort MUST be put before the convenience of animals.

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Di901's reply to Betterthanclarkson's Comment

Written on: 24/02/2016

Wow! I wrote this review MONTHS ago. You commented twice? You must be very invested. FYI Virgin have already responded with an apology and a free first class return trip. Very satisfactory as indeed they were in the wrong. case closed.

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Gaia222's reply to Di901's Comment

Written on: 05/04/2016

This isn't really about the rights and wrongs of what you did/didn't do, but about the officious and overbearing nature of the ticket inspector. I am glad that Virgin recognised that their staff on the day fell short of their usually friendly approach & excellent service standards. Ref. dogs - I own one myself - too large to sit on a seat. I would not object to a fellow traveller using an empty seat for their companion, but would expect them to use their coat/light blanket for the reasons others have mentioned.

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