Virgin Trains Reviews

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★★★☆☆
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Latest Reviews

★★★☆☆

“Luggage Space”

Written on: 25/07/2014 by piggy11 (1 review written)

We used Virgin trains for a long weekend to London, there were 4 people in our group and some had larger bags than others, we assumed there would be plenty of luggage space but the luggage space is very small and if you have anything bigger than a weekend bag there is nowhere to store your case other than leave it in the doorway, which means you have to get up at every station stop to check your case is not in the way or taken in error. Even the luggage space available is not enough for… Read Full Review

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★☆☆☆☆

“Crewe 12.09 21 July 2014 stopping Carlisle female manager ”

Written on: 21/07/2014

I have just returned from a trip which has been spoiled greatly by the conduct of the manager on a Virgin train from Crewe (depart 12:09 )to Carlisle who accused me, in front of other passengers , of having a fraudulent ticket which she would then not return to me. If it was a fraudulent ticket it was issued to me when I collected my tickets in Edinburgh and Brunstane for a bike reservation at a ticket machine). I had bought a return ticket online from Brunstane to Uttoxeter leaving on the… Read Full Review

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★☆☆☆☆

“Not even worth 1 star”

Written on: 02/07/2014 by CristoferMurray475 (1 review written)

Never on time. Too expensive. Rubbish customer service, passengers just get abandoned at stations as they randomly cancel services ( I have my own experience of this ) and leave you stranded. Food is rubbish. Toilets are dirty. The sooner Virgin Trains get banned from operating trains the better. Horse and cart would be better… Read Full Review

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★★★★★

“Helpful,brilliant and stress free ”

Written on: 01/06/2014

Hi missed my train on Saturday to London and Virgin trains could not of been more helpful. They got me on the next train no hassle and found me a table seat. I would defiantly recommend and use them again as the cost was great to… Read Full Review

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★☆☆☆☆

“Expesive & unreliable”

Written on: 24/05/2014 by Neili264 (1 review written)

I have to use virgin trains on a daily basis to get to and from work and out of 10 journeys a week (2 a day) i can say at least 8 of them they are delayed! Sundays near bank holidays they cancel the usual train times and dont put replacements on so i have to pay for a taxi.. good job i dont have a weekly ticket! There always seems to be a "technical fault" which delays the train. Multi million pound company and they cant even service their trains properly. Im not one to moan and im a patient… Read Full Review

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★☆☆☆☆

“There's a reason they're valled 'Virgin' trains”

Written on: 28/03/2014 by 49Vaughn (1 review written)

They are called Virgin trains because, more often than not, they will not go the whole way… Read Full Review

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Knob's Comment

Written on: 31/03/2014

Very old joke

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★☆☆☆☆

“Disgacefull refund system - poor customer service”

Written on: 27/03/2014 by IoanaC (1 review written)

I'm so disgusted by their refunds process. I bought tickets under booking ref NNRJ2L4C on 12th February. I called 3 times your customer services until I managed to speak with a quite bright person. I asked for the refund for the outward trip to London. I was told that I can cancel that ticket and get a total refund of £35.50 withing the next 4 weeks. And I booked another ticket (much higher price of course). I send the ticket to Edinburgh office on 13th February. Today is 27th of March and I… Read Full Review

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★☆☆☆☆

“No Customer Service”

Written on: 03/03/2014 by moby79 (11 reviews written)

I recently boarded my usual service from Birmingham New Street and within mins had the train manager approach me to usher me on through to the next carriage. It was a busy service and I decided to stand up instead. He approached with such attitude and no manners...looking at me as if I was attempting to go into first class section without the appropriate ticket. I did not challenge him whilst onboard the service as he was very unplesant in his approach to be and very hostile. Another commuter… Read Full Review

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★★★★★

“Runcorn london”

Written on: 17/02/2014 by smconnor (1 review written)

Excellent service. Rarely more than 5 mins late. Standard class comfortable and rare time I get 1st upgrade it is still a real treat. Staff on the whole interested in doing a good job and appear to understand what good customer service looks like. I hope that Virgin retain the franchise. I have nightmares that Northern rail could take over - now there is a truly dreadful train company!… Read Full Review

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★★☆☆☆

“Good Service but Stink of Urine.”

Written on: 02/01/2014 by Lisztomania (3 reviews written)

Vigin trains look brilliant, they are very comfortable and from a visual and practical point of view have been designed very well. Sadly as soon as you step on one the overwhelming stench of urine hits you and never seems to ease, the tannoys don't work, all you hear is "the next station is **inaudible** thank-you for **inaudible** the shop is located in carriage **inaudible**" this happens on every virgin train I get on and has done for years, nobody comes through the carriage to inform you of… Read Full Review

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★★★★★

“Excellent”

Written on: 06/12/2013 by OnePricey (2 reviews written)

Excellent Service, believe me i use London Midland as well. Helpful staff, and have always been reliable for me. Well worth the extra you pay for a bit of quality… Read Full Review

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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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