Virgin Trains Reviews

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Latest Reviews

★★☆☆☆

“Chaos at Kings Cross”

Written on: 25/10/2016

Whatever happened yesterday at Kings Cross Station?? (24th October 2016) Two virgin trains heading north broken down!! Hundreds of people embarking trains looking for an alternative train. No guarantee of a seat even with pre booked tickets!! Waiting around for next appropriate train, then a scramble to get on and get a seat. People sitting on the floor in isles, luggage in isles, people standing for the length of the journey. We were heading for Newcastle and were lucky to get a seat but some… Read Full Review

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★★★★★

“Customer Service at its best! ”

Written on: 24/10/2016 by SarahSutton (1 review written)

Travelling from Liverpool to Euston, I left my wallet in the taxi on my way to Lime St Liverpool. The train manager, arranged for my wallet (which the taxi driver had kindly handed in) to travel down to London Euston on the next Virgin train. He escorted me to the first class virgin lounge where I waited for the train manager, who delivered my wallet to me. Fantastic service above and beyond. Thank you. … Read Full Review

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★★☆☆☆

“Disappointed ”

Written on: 19/10/2016 by Trudyharding (1 review written)

I booked a first class return train ticket late last night with virgin trains. Once I booked it I immediately noticed that I booked the wrong dates for both ways . , I booked it for today instead of tomorrow. I tried to cancel but it would let me saying is was a discounted ticket.o tried to call but closed. I called customer service 1 st thing this morning but they said as the train had already departed they would not transfer or refund ticket. So by this morning the tickets had gone up. So… Read Full Review

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★☆☆☆☆

“No wifi- unfriendly service- bargain at £138 pound...”

Written on: 06/10/2016

Not great from the start, as the train ran half hour later than scheduled. No wifi throughout the 3 hour journey from London to Newcastle which was a huge let down for such a long journey and the service from staff was a joke to be honest, no smiles or warm welcomes. Not at all near good enough customer service standards and at £130 odd pound for the ticket, left feeling a bit out of pocket… Read Full Review

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★☆☆☆☆

“No luggage allowed.”

Written on: 19/09/2016 by Meddleman (1 review written)

Took train from Crewe to London Euston. Carriage was very crowded and luggage racks, ridiculously small for suitcases and this is an Intercity train, were full. I went to the cafe and asked where I could put my suitcase. Answer was ,"It's not my responsibility." I asked if I could leave it on a broken seat and was told I could not. No offer of where else to leave it so I left it there. Spoke to train manager at the end of the journey and asked was it not the responsibility of Virgin trains to… Read Full Review

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★☆☆☆☆

“Nothing works”

Written on: 16/09/2016 by Caldwell451 (1 review written)

Presently on a virgin train from Peterborough to Kings cross, London. Bad experience. We had reserved seats but told that because didn't have time to put up the seat signs, there was no reserved seats hence had to stand. Had to visit 3 toilets to find one that worked but it wouldn't flush but used it anyway (what to do??) after waiting in a queue of 6 people. Single good point. On time… Read Full Review

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★★★★★

“Amazing staff”

Written on: 09/09/2016 by Rodolfot293 (1 review written)

We had a lot of help from staff on the way to Berwick and on the way home to Newcastle , i didn't catch the name of a certain worker as we were on the platform (we have 4 children 2 who have autism well are son is non verbal and he thought we were getting the train at that time so he was crying and i had bags plus buggy and dad had a big suitcase , travel cot and bags and 1 lady (staff) stopped my son getting on the train and consoled him as he cried and so the staff member ( male) came to us… Read Full Review

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★☆☆☆☆

“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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Sniffingmoose's Comment

Written on: 13/09/2016

Post the full details of your fine and what sounded like a horrible journey on railforums. There are some very knowledgable and helpful people on that forum.

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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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