written by stevenlawler1 on 03/04/2018
i have been waiting to receive a refund from virgin resolution team folesr over a month they sent me a reference and have never contacted me they cancelled one train were 45 minutes late on the others shambles
written by Scolty on 03/03/2018
We travelled from London Kings Cross with Aberdeen being our final destination on Wednesday 28th February. Due to adverse weather we were unable to reach our destination as the train was terminated in Edinburgh. The manager, who's name I did not manage to obtain, arranged hotel accommodation for all stranded passengers which included a two course evening meal and breakfast. We all went back to the station the next day where every effort was make by the team to run trains, however the test train got stuck at Ladybank. During the time spent in the first class lounge during our wait a lovely young man looked after us ensuring coffee and snacks were available throughout the day. We all returned to the hotel where we again enjoyed an evening meal and breakfast. My husband and I and one other couple decided to check out early and make our way to the station. During our check out the patient, professional and informative other member of the management team from Virgin trains arrived to update passengers on travel options. We were fortunate enough to share a taxi, leave immediately, and caught a 10 am train to Dundee. After an hour's wait we were able to travel to Aberdeen on a connecting train. This is the first time my husband and I have ever made the journey by train as we normally fly but I can say it will not be our last. Virgin Trains went above and beyond to ensure our safety and well-being during this time and whilst we would have preferred to reach our destination I cannot fault the service we received during this difficult time. My husband and I would like to personally thank the whole Virgin Trains team, managers, catering staff, conductors drivers and all the non-visible teams for a wonderful service.
written by meYoung442 on 13/11/2017
Having used the East Coast line for on a regular basis for journeys between London and Edinburgh. I tried buying a ticket from Virgin for another journey leaving on 1 December. However they took my payment but did not deliver a ticket. A visit to Kings Cross to collect the ticket proved futile: the reference number was not recognised and could not be dealt with because the ticket had been sold by a different Virgin company. 45 minutes on the phone to an expensive phone number also proved futile. I have lost £100 and have no ticket and cannot travel. It is a complete waste of time dealing with this shambolic and unhelpful business.
written by RenoRaines on 26/10/2017
West Coast from Stockport to London Euston 25th October 2017. Travelling with family. There is a smell from the toilets filling the air, the trays in front of us are filthy and so is the rest of the interior of our carriage. Very unpleasant journey because of this.
written by brownsensei on 12/10/2017
Took a Virgin train from Lancaster to London Euston. I boarded an earlier train, as there was an industrial dispute on my line connecting into Lancaster. When the ticket inspector looked at my ticket, I had to leave the train, as I the rules were that I could not board earlier than the seat reservation time. This is despite the train having ample vacant seats. Ended up arriving home 1.5 hours later than I was hoping.
written by Liac459 on 01/10/2017
Mistakenly bought two tickets instead of one as had searched for tickets the night before and were in my basket online. Rang customer services straight after I realised 5 mins if that after I booked tickets , told id get a refund if I called back in a couple of hours once processed . this was a lie. Called back in hour and half and was told I have to wait for tickets to come , OR pay for more tickets and theyd cancel the others but id still have to send others back for a refund ?? crazy . Will NEVER use them again or recommend to anyone , now £204 out of pocket till I get a refund which will take weeks no doubt.
written by blaaaaa on 30/08/2017
Even if you have your tickect reciept, aswell as your seat reservation ticket, but not the 'ticket' you will not be allowed on the train.. and need to pay for a whole new journey.. even though you have already paid 187.00..but no they want another 82 pound! this is ludacris! Virgin trains do NOT use common sense! Would score zero if it was possible. Virgin, please ask yourself why 5 coupons tickets plus a coupon reciept are necesary for one return trip... not everyones phones can use phone tickets. To makes things worse the Virgin personnel at the desk took so long to decide my options that my train had left, meaning I get home almost 2hours late, and he clearly has NO customer service skills or is able to smile... a smile is free! ok rant over, but overall Virgin I think common sense has really been lost with your service.
written by RichLewis88 on 15/08/2017
The service we received on Virgin trains today was absolutely disgusting! We had prebooked our tickets and our first train was delayed by over an hour meaning that we had to get the 10:40 train instead of the 9:40 train. Customer service said it's fine get on the next train but when the ticket conducter came around she said we would have to buy new tickets. Not only would she not listen to the situation we had been through she said "doesn't matter you have to buy new tickets. Her attitude was disgusting. I've travelled hundreds of times with other services and never had a problem. I've travelled with Virgin 3 times now and all 3 times I've had a problem with them. Needless to say I won't bother again
written by Conwayuz348 on 29/07/2017
Myself and my mum use virgin trains regularly, however, on today's journey, despite booking seats in advance of the train journey, we had to stand with our cases due to there not being enough luggage space on the train. The luggage racks were piled up with numerous cases and child prams and there was no space for any luggage. I know the amount of luggage that people carry is outwith the control of virgin however I do believe that Bigger luggage racks would be rather helpful and would prevent a very uncomfortable journey like the one that we had today, even though we had booked 2 seats to enjoy the journey with. Not impressed at all.
written by RodneyGardner on 23/07/2017
Trains shutting doors early, unhelpful and rude staff. One staff member told me: 'train doors are shut' without looking at me, then refused to give me further information. Virgin trains couldn't even be bothered to direct me to my platform. Extortionate rates, ridiculous that I could have gotten a plane ticket to France cheaper than a ticket from Edinburgh to Newcastle (£51). The only reason I found my platform at all was because of a single nice staff member, who pointed me in the correct direction.
written by galina1234 on 13/07/2017
Virgin trains - 3 train cancellations in 1 week, only traveled 4 times in total - what a disaster of train services. The usual template response from them - take a next train..... which might be in 1 hour, but who cares? They don't! As if people do not have schedules and appointments to keep... pathetic excuses, what a circus. Used to be good, key word is 'used', avoid them like plague if you don't want to be stuck in a middle of nowhere with your train suddenly going back....terminated.... and no alternatives offered. After running around the station grabbing everyone in a uniform asking what to do you might get lucky with alternative service offer.... definitely avoid their overpriced and never-on-time-lucky-to-arrive-at-all-services. All 3 cancelled journeys were between Manchester and London, July 2017. My niece had to use trains for 2 weeks daily with summer school commuting between Stoke-on-Trent and Manchester, and after a few highly delayed Virgin journeys, we switched her to CrossCountry and Northern.
written by Carpenterom295 on 18/06/2017
I was born on the Wirral and have been living in London for the past 8 years. therefore I have been using virgin trains to see my family for 8 years. I have put up with the rising train fares, crowded carriages and broken toilets. Recently I have had a death in the family and had to arrange a trip back home. In my emotional state I accidentally through away my return ticket thinking it was the receipt. I spoke with there helpline and ticket office and train conductors and was so told there was nothing they can do and I had to purchase a new ticket costing me £85.50. I think it is disgusting that in 8 years of travel with virgin train they weren't able to help me in my hour of need. I would have even beared a coat of a reprint, but apparently there was nothing they could do. I will not be travelling with virgin trains again. Worst Customer service I have every received I my 29 years.
written by on 26/04/2017
Travelled West Coast line last week. All great but on the way back my train was held at a station due to a power failure at Euston. I got home via other routes and was told I could claim compensation online, which I did - an easy, straight-forward process requiring me to scan/photo my tickets and upload them. Within a week pleasantly surprised to receive a full refund of my whole ticket!! No hassle, no quibble.
written by Unhappywithvirgin on 25/04/2017
System would not allow me to buy a return ticket from train guard on a different day. When we arrived at station with 5 minutes to spare missed train due to queue to buy ticket. Illogical business model not customer friendly. Very disappointed that Richard Branson company is so unprofessional. Customer at the bottom of the pecking order Staff agreed that the system was too rigid.
written by Zoie407 on 12/02/2017
on saturday 3rd february 2017 travelled from great yarmouth to darlington leaving about 2.20pm had to change trains at norwich peterborough york as im 74 years old need a bit of help got to peterborough a young girl with like a white bat in her hand said hang on while I see this train off and will help you cross over to your platform which she did , I was impressed> got to york another young girl helped me to my train I travelled back on wednesday 7th february left my bag on darlington erborough asked a young lad which platform I needed he had the same white bat darked hair with a new virgin train red jacked on his reply over there and walked away. Was so impressed with the ladies who work for you but sadly the young lad let down all the other men who had helped me. was glad to see peterborough had replaced the ramp to platforms with a lift .
written by on 09/02/2017
Im a lady in my 50's who is claustrophobic and has a problem with small and enclosed spaces especially when I have to lock myself in. I was in a 1st Class carriage and needed the loo. I asked a female assistant for help by standing outside of the loo door as the panic of the automatic door not opening, would be my biggest nightmare. She was amazing. She didnt judge or complain, i truly felt like she cared and made my horrendous life-long fear, bearable. Thank you so much.
written by Jacet132 on 28/01/2017
Having felt the need to complain about access to the lounge at Euston Station and the attitude of the extremely arrogant staff, I waited over a month and a half for a response - their excuse that they are dealing with a high volume of complaints says it all. I finally received a response with typos which didn't even deal with my full complaint. They just don't care about their customers. Their 'First Class' is worst class and although I have no option but to travel with them I will never upgrade again. If you can travel with another service avoid Virgin like the plague
written by Rozeliz on 27/01/2017
I was lucky enough to buy first class tickets between London and Aviemore, via Edinburgh, at a very reasonable price and both journeys were excellent experiences. The seats are comfortable, in carriages that are spacious and quiet. The staff were all efficient, courteous and friendly. And I was amazed at the quality and quantity of the food and drinks - all included in the price! Meals, alcoholic and soft drinks, hot drinks; cakes, biscuits, crisps, fruit... All this would have cost a lot if I'd had to buy them. On top of this, I even received an email telling me that I would be entitled to claim back half the fare as the train was half an hour late (not Virgin's fault). Really good value. And I look forward to the next time...
written by 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 were not so lucky. First class was declassified which was fair under the circumstances. We were exhausted with the chaos. The staff did their best to pacify people and give relevant information out. A difficult situation for them too. I heard a man swearing at a member of staff absolutely uncalled for as most people although frustrated were reasonable. We met some very nice people on our journey whom we probably wouldn't have done without the problems!! However not a Good situation for Virgin trains they should be doing much better than this. We don't travel a lot but have recently bought a rail card with the intention of travelling to many places by train (our favourite form of travel) but hoping for less stress and chaos on future journeys!!!
written by 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 were not so lucky. First class was declassified which was fair under the circumstances. We were exhausted with the chaos. The staff did their best to pacify people and give relevant information out. A difficult situation for them too. I heard a man swearing at a member of staff absolutely uncalled for as most people although frustrated were reasonable. We met some very nice people on our journey whom we probably wouldn't have done without the problems!! However not a Good situation for Virgin trains they should be doing much better than this. We don't travel a lot but have recently bought a rail card with the intention of travelling to many places by train (our favourite form of travel) but hoping for less stress and chaos on future journeys!!!
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As rated by our community of reviewers
Nothappypersonage's Response to RichLewis88's Review
Written on: 26/08/2017
That's awful, I had a similar situation with Virgin trains at Wolverhampton, I had booked luggage assistance, I didn't get any!!! instead a passenger on the same train as me very kindly put my suitcase in the large luggage area, I thanked him for his help more than I can say for Virgin trains!!