Virgin Trains

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

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.

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.

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.

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.

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.

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.

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

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.

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.