Virgin Trains Reviews

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Latest Reviews

★☆☆☆☆

“Avoid if using Virgin on line you can”

Written on: 13/11/2017 by meYoung442 (1 review written)

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… Read Full Review

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★★☆☆☆

“Dirty and smelly Virgin West Coast”

Written on: 26/10/2017 by RenoRaines (1 review written)

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… Read Full Review

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★☆☆☆☆

“Unhelpful and inflexible”

Written on: 12/10/2017 by brownsensei (2 reviews written)

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… Read Full Review

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★☆☆☆☆

“Liars shocking customer service ”

Written on: 01/10/2017 by Liac459 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Virgin trains lack of common sense”

Written on: 30/08/2017 by blaaaaa (1 review written)

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… Read Full Review

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★☆☆☆☆

“Never again!”

Written on: 15/08/2017 by RichLewis88 (1 review written)

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… Read Full Review

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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!!

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★★☆☆☆

“Not enough storage space for luggage”

Written on: 29/07/2017 by Conwayuz348 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Absolutely terrible”

Written on: 23/07/2017 by RodneyGardner (1 review written)

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… Read Full Review

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★☆☆☆☆

“Virgin trains Manchester-London:cancellation or...”

Written on: 13/07/2017 by galina1234 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Don't misplace your ticket ”

Written on: 18/06/2017 by Carpenterom295 (1 review written)

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… Read Full Review

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★★★★★

“Virgin Trains - good compensation scheme”

Written 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… Read Full Review

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★☆☆☆☆

“busunes model not customer friendly”

Written on: 25/04/2017 by Unhappywithvirgin (1 review written)

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… Read Full Review

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★★★★★

“commenting on staff”

Written on: 12/02/2017 by Zoie407 (1 review written)

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… Read Full Review

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★★★★★

“Helpful over and above!”

Written 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… Read Full Review

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★☆☆☆☆

“Don't care about customers”

Written on: 28/01/2017 by Jacet132 (1 review written)

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… Read Full Review

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★★★★★

“Really enjoyable journey!”

Written on: 27/01/2017 by Rozeliz (1 review written)

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… Read Full Review

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★★☆☆☆

“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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★★☆☆☆

“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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