Virgin Trains Reviews 780

Only 4 carriages on the Penzance to Edinburgh 'service'. People crowding in the areas between the carriages.
Return journey on GWR, much more pleasant.

Date of experience: April 25, 2025

I decided to use virgin train ticketing app what a mistake I booked several tickets on the app at first worked well for about a month now the app has completely gone mad it's lost all my train tickets I booked on the app I cannot signin it recognised my email address when I input the security code in which is sent to my recognised email address it takes me back to the login page I cannot access my train tickets in I booked on the app customer service a waste of time there it service does not seem to be able to solve the issue except asking the same question in which I have already done by uninstalling the app and reloading both apps Virgin red app and virgin train ticketing app.
I use the Cross Country train app for year's never had a problem and when I did have minor issues very good customer service.
I am serverely signt impaired and 70 years old I travel by train a lot so having a reliable train is very important to me so don't trust the Virgin train ticketing app as it's totally unreliable

Date of experience: March 17, 2025

On a train with 8 carriages. 3 of which are first class woth at most 30 people sat across three carriages. While at least 30 people are standing in aisles or by doors.
It's not acceptable that everytime and its not an exaggeration I visit Banbury I have to stand on tje journey home. Why do I pay £60 there has to be a better way. Block off a carriage until Banbury or sooner and so there are seats for people. I've just turned 50 and this is not acceptable. But then judging by reviews I'm not the only one who feels this

Date of experience: February 15, 2025

All I can say is SEATING ISSUES.
Booked 2 tickets seated together with a table from Tamworth to Edinburgh. Believed to be seated together for the whole 5 hours journey, 1 seat facing forwards as the mrs gets travel sick.
To my surprise we get on the train at 7:20 to find
my pre booked seats were both facing backwards and 1 behind the other. To make life even more difficult both seats were taken and stated available, not reserved. This caused a carriage full of people to play musical seats, several people having to swap around and move luggage. Many people sat in “available” seats having to move because they’re actually reserved.
Double booked is an understatement as several people on coach C had been triple booked for the same seats. For Virgins own records seats 25&26 were double booked.
1 poor bloke moved 4 times in the first hour because of the “available” seat issues. How bloody embarrassing. The Mrs felt terrible to whole journey and just couldn’t relax, not a great start to a Christmas holiday. Then we come to the luggage storage issue, having to rearrange everyone’s bags to put ours at the bottom.

On a side note the staff were very friendly and polite.

I’ll be driving to Edinburgh the next time I visit because virgin trains was a joke to travel with.

Be prepared for a follow up return journey review on the 5th December.

Date of experience: December 02, 2024

Bought a return ticket from Liverpool to London. Both trains were cancelled by the train operators. I sent both tickets back by mail and did not receive a refund. Be careful with Virgin.

Date of experience: October 28, 2024

Bought tickets on Friday. Took my money…no tickets arrived. Had to buy tickets from another provider for Monday travel, and now report the transaction to my bank as of course, no response from their customer services team either despite sending numerous emails. What a waste of time

Date of experience: October 25, 2024

Slow train, late running and unclean toilets. Poor experience.

Date of experience: September 08, 2024

Terrible experience with Virgin trains customer service and could not resolve a complaint. Offered a paltry 2000 virgin points which is basically worth nothing. Had a train booked down from Chester to London and was not offered a seat reservation when quite clearly there were seats reserved by other customers. Last time I will use Virgin Trains.

Date of experience: August 26, 2024

Ticket office staff consistently as good,if not better than any I have encountered in 65yrs of rail travel.Polite,efficient, patient and so very,very helpful taking away a lot of associated stress.also doing their best to provide the most appropriate,economical tickets possible. full marks Carlisle ticket office! keep up the good work. Thanks c l metcalfe.

Date of experience: July 02, 2024

I booked tickets from London to edingburo,but I boarded wrong train .I was willing to get off at next stop but the crew members never helped me,despite knowing it was genuine mistake.they were very abusive.I will never use their service again.I will opt to fly to Scotland in advance as it is much cheaper and quicker. I emailed them again never help me ..

Date of experience: December 29, 2022

Booked a ticket with my rail card. Went to purchase additional and the train had no further tickets.
Cancelled within the time frame and was charged a £10 admin fee. Customer service now ignoring me.

Date of experience: November 14, 2023

Absolutely Hopeless - standing like sardines in disgusting dirty smelly first class and asked by rude member of staff to move into cattle class even frail elderly people! Not even rush hour. I told her what everyone else was thinking and got asked to leave the train - total rudeness, lack of compassion and customer service. Basingstoke to Southampton Central - beware!

Date of experience: November 14, 2023

Poor service, overcrowded, overheated, unhelpful staff, wouldn't use if there was another option.

Told by train manager that "you don't pay for a seat" and to put up with overcrowding in overheated spaces between carriages

Date of experience: October 25, 2023

Terrible shocking service. Cramming in like sardines. No human connection for being treated inhumanly

Date of experience: August 12, 2023

late trains, overcrowded, expensive

Date of experience: July 01, 2023

I had to pay 2 time which is extremely sad and unfair I never used again

Date of experience: May 17, 2023

I am not sure if this is the right place, but my review is based on Virgin ticketing website. I purchased some advanced tickets to Crewe, and within a day or two I found out I couldn't honour that booking due to a family ceremony to spread a loved ones ashes in line with their religious beliefs. In sending the priest confirmation, Virgin immediately confirmed I was able to refund the tickets and waive the admin fee. I am not sure if 'Becky' is an umbrella name for the company, or if this a real employee - but I really appreciate their no quibble understanding of such a sensitive issue. When I initially called their call center for advice I expected I was in for a fight. Fantastic customer service, with customer wellbeing and tragic circumstances taken on board. If only all companies were as kind. Thanks Virgin Trains (and Becky if you're there.)

Date of experience: January 26, 2023

Honestly complete s**t, every time I've travelled has been bad. The prices are really steep, and I've reserved seats only to be moved without any notice. I also once bought a ticket, only to not need it anymore. I told customer service about this and they said they were happy to refund through a voucher (not great, but okay). I sent everything through by mail as instructed and never received a thing. Also, if you're thinking of travelling in the quiet zone - don't, they don't enforce any rules so people just talk loudly. Just all round a terrible company, with crappy service. Don't book with them if you can help it.

Date of experience: December 10, 2022

emtpy first class coach but still these lot security patrol try move me to a full coach with no seats. what kind of service is this.

Date of experience: September 18, 2022

No lumbar support on seats or tilt causing Extreme Discomfort and pain very disappointed, your spine bulges with extreme pain and discomfort, they should be fined for cheap quality seats causing inconvenience pain distress and health problems, will never use the trains again, discomfort seats for Long and short journeys

Date of experience: July 05, 2022