Virgin Trains Reviews

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Latest Reviews

★☆☆☆☆

“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 (2 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 (5 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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★☆☆☆☆

“Don't bother paying for first class”

Written on: 07/10/2014 by EricRegan (1 review written)

Travelled 'first class' from London to Edinburgh on Sunday with Virgin No hot food or drinks service. Snack box full of cardboard snacks, not even a sandwich! Tea and coffee served by grumpy staff although there was no service at all later in the journey. The shop was the only place to get any food or drink - very limited selection and expensive. Our journey to London with East Coast was totally different. Good breakfast and lunch selection, frequent drinks service served by happy staff. … Read Full Review

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★☆☆☆☆

“Horrible customer service”

Written on: 26/08/2014 by Rachel0817 (1 review written)

I booked a trip from Glasgow to London for virgin train. The ticket type was advance ticket. I had business in Gretna at the last minute and so I called the booking service a few days before to see if I could catch my train at their second stop instead of their first (Glasgow). I did not ask to change time or train. I would just catch it at the next stop. Because it would cost me more to travel back to Glasgow to catch the train and take longer. They categorically refused to let me do that and… Read Full Review

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★★★★★

“Journey From Stafford to Euston and return.”

Written on: 21/08/2014 by Lunars (1 review written)

Used Virgin travell in June,very impressed with the attention we were given on arrival at the station, the station attendant went out of his way to look after us and our luggage we felt he went over and above of what was required of him,which made our journey all the better. We can only say the same applied for our return from Euston WELL DONE VIRGIN TRAINS. … Read Full Review

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★☆☆☆☆

“Overcharging is shocking”

Written on: 01/08/2014 by 184Dalrymple (1 review written)

£300 for a standard class return from Manchester to London... outrageous profiteering… Read Full Review

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★★★☆☆

“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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Ustraveler11's Response to piggy11's Review

Written on: 17/09/2014

Yes I agree, we had no room for our bags enroute from Birmingham to London. In fact, we stood with the suitcases in the aisle for 30 minutes. We got lucky as a few people got out so we got seats. But our suitcases remained in the aisle, blocking everyone's way for the whole trip.

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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 (16 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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