Virgin Trains Complaints. Have Your Say.
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Complaints on Twitter
Total complaints this month: 9.
There were 7 complaints posted last month.
Total complaints posted this year: 16
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Other - Steve HipkissDear Sirs I get the train 8:30 each morning from Birmingham New Street to Birmingham International, however this applies to every journey. Passengers sit in the isle seat when the window seat is free. During rush hour this is both mindless and dangerous as it blocks up the exists either end of the carriage. On Wednesday 5th March 2014 the conductor did address the issue of people cramming in by the doors which meant others could not board the train as it appeared full, however the carriages were only half full due to passengers taking up the isle seats only in half the carriages. It would be beneficial if the Conductor could approach this on the public address system at regular intervals along with an ticket inspector doing regular rounds to ensure this ongoing problem is rectified. I think you can see the ongoing problem here and also the solution. Many thanks Steve Hipkiss2014-03-07 09:18:24
Other - Maureen ReddickMarch 3rd time 11 10pm on trying to leave the train at Nuneaton railway station.The electronic door let one of our party through and left the other 6 of us behind a door that would not open,press it again it let us through train door had already closed,leaving all 7 of us on the train..No answer from the driver hence we were took to Tamworth Station whereupon we had to get a minibus to take us back to our home address not very good service from Virgin why couldn't we access the door why didn't anyone answer our call.After a day out in London this was the last experience we needed.The train we boarded was the 10pm from Euston to London a horrible ending to a good day out plus extra expense of a minicab to get us all home .7not very happy travellers......2014-03-04 13:09:11
Ticketing - LiamCopy of a letter I emailed Virgin Trains today after stupidness: Hello, I'd like to just make a complaint about the Virgin Trains service. I don't want to get anyone in trouble or take it any further but I wanted you to know that I was less than satisfied by the conduct of your staff, notably on the 18:05 service from London Euston to Liverpool tonight (02/03/14). I carry a 16-25 Railcard. I have used Virgin Trains every single week for the last 6 months to work a voluntary job I don't get paid for, because 95% of the work I want is based in London and nothing's happening up north. Anyway, what exactly was the deal with the 18:05 from Euston to Liverpool? After the platform number for departure was announced on the boards, the following execution was like a re-enactment of a border crossing of refugees into a military coup, with rows of police stood either side of the passengers and two sets of Virgin Rail staff to get through in order to board the train. I made it through the first set fine, however I can't say the same for the second. What's ironic is that I actually sort of EXPECTED one of your staff to find a problem with something regarding my ticket as I approached a lady from the second set of staff, who all looked much more eager than the first to find something suspicious on us dangerous commuters (oooooh). And guess what, as I handed my 3 cards (1 train card, 2 rail cards - one with photo, one with date of validity) to the individual, she took one look at the ‘Valid Until’ part of my Railcard and decided there and then that I had tampered with the date on it. "What’s wrong with your Railcard? Have you gone over it and changed the date? It looks like it's been changed", she told me in an overly-accusatory tone, expecting an explanation from me. Not sure what she meant, I asked what was wrong with my Railcard which I've used every single week for the past 6 months after I've spent a shitload of money on Virgin Trains to get to London and back for a job I don't even get paid for. "The print on it has faded, it looks like you’ve gone over it with something and the date’s been changed", she explained to me, and then looked up again for an explanation from me. Well what was I supposed to tell her? The railcard is made of cardboard perhaps 2 molecules thicker than a piece of paper and I carry it in my pocket every single week after I've spent a shitload of money on Virgin Trains to get to London and back to work a job I don't even get paid for. Now I may be a layman when it comes to the subject of date-printing on Railcards, but I suspect that when you combine these 2 factors, it's axiomatic to conclude that perhaps, just maybe, the ink that was used in the stamping of my Railcard might have, over time, I dunno.... faded a little? No, surely not. Seemingly unable to solve the mystery in front of her and determined to find a more sinister reason for the slightly faded print, the staff member again told me that I'd gone over it with a marker and then handed my Railcard to her colleague, who looked at it, shook her head, and agreed with her colleague that I had indeed, gone over the date with a pen, or marker, or something. (Maybe it's just me, but wouldn’t the fact that the print was FADED suggest that I HADN'T gone over it with a marker? Unless I was really, really pathetic at forgery and had not in fact been able to complete such an arduous task of going over letters and numbers with a marker). Again, put in a position where I was being accused by 2 of your staff members of tampering with my Railcard, which I use every single week after spending a shitload of money on Virgin Trains to work a job that I don't get paid for, I was left with the only option of telling them what I knew "Well, I HAVEN’T touched my Railcard, I HAVEN’T gone over it with a marker, so I can offer you no explanation" ...Apart from the really, really obvious... ...that it had faded... ...over time. Noooooooo, no, no, no! Unconvinced that I was not a devious conman trickster (and failed marker pen over-writer), and fuelled by the rows of policeman standing around us dastardly commuters, in her quest to find me guilty and sentence me to 100 years in the gallows followed by eternal damnation in Hell, the colleague took my card, casually whipped out a lighter and said "Well there's only one way to find out". I actually thought I was in a movie at this point. It was THAT ridiculous. She then proceeded to lift her lighter up to my card (I’ve since heard that this is a standard custom but at the time I couldn’t believe my eyes) and light a fire to my railcard in front of everyone until it was completely black. After she'd finished, she looked rather perplexed as she gave another prolonged stare at my card, almost as if she was expecting some form of divine alchemic reaction that hadn't quite come to fruition. But it was just black and my Railcard was now un-readable. Disappointed that putting my Railcard, which I use every single week after paying Virgin Trains a shitload of money to get to London and back to work a job I don't even get paid for, to fire did not give her the expected the results, she handed me back my blackened, unusable card, wrote the date on the back shoddily (of course it was now completely non-visible at the front) and told me with great authority I have to get a new one at the station I was getting off at. Well gee, welcome to Virgin Trains! Glad to have you aboard! Seriously guys, PLEASE tell your staff to lighten up a little, especially when your paying and loyal customers are surrounded my police. You're making us feel like we've done something wrong and it’s just not nice. I knew I'd encounter a problem because I COULD TELL your staff wanted one. Instead of saying “The ink on your card is faded, can you get it re-stamped at the next station please? Thanks”, I get told that I have committed a crime in front of a bunch of policeman, have my card burned and then have to pay another £10 at the next station for a replacement and fill out a form which none of the station staff want to do. Even as I was being accused of altering the date on my Railcard (which by the way if you haven’t guessed by now, I DIDN'T do) another lovely young lady who was next to me was being reprimanded for something seemingly equally stupid. Now I know you’ll come back at me with the blah blah bureaucracy and “these are regulations we have to make to ensure blah” and so on and so forth. But the point is, your staff were LOOKING for problems and making us commuters feel like criminals and wrongdoers. I do not appreciate being told I’ve forged my Railcard when I haven’t. I spend dozens and dozens of hours travelling every week and I can honestly say with no bias, the Virgin Rail staff are unequivocally the least polite, friendly and approachable staff of all the different trains/tubes I use. Even most of the train shop staff (again, which I use every single week despite the sandwiches being £3.50 a pop) fail to make eye contact or give a smile. Now Richard Branson seems like a nice guy to me, and maybe I'm mistaken but I don't believe he'd want his Virgin Rail staff to be anything less than polite and friendly to his customers. You CAN enforce laws and checks somewhat politely, y'know. And without burning people's frigging Railcards and forcing them to pay for a new one! So, please in the future implement something which will ensure that your Rail staff aren't treating your customers like drug mules who deserve to be looked at and handled with suspicion, when all we want to do is get home and chill. Before it all starts again. Thanks and goodnight. p.s. the "please don't flush old phones, your ex's sweater, hopes or dreams down the toilet" thing was a nice little addition.2014-03-02 22:17:59
Other - SangyVirgin trains were unable to provide 2 coaches on the 7.23pm train on 28/2/14. Therefore passengers on the train were left standing and I was threatened by a man because I stepped on his foot - he was standing in the shop area. Virgin seriously need to step up with providing seats for all their passengers especially with the prices we pay.2014-02-28 21:58:51
Delay - Jessica StuartI travelled from London Euston to Preston on Sunday 9th of February at 18:28 and was due to arrive at 20:38 however we arrived at 21:45 I therefore missed my further travel from Preston to my home. I would therefore like to be compensated due to this as the train driver told us very little about our estimated time of arrive.2014-02-24 17:01:42
Ticketing - Byron CarmonaI travelled with my partner from London Euston on Friday the 14th of February at 11:07am and returned from Liverpool Lime Street on the following Sunday 16th at 18:47pm. I would like to show my concern and disappointment as I spent a total of GBP 150.70 on 2 return tickets and found that no member of staff asked to inspect our tickets before, during and after our journey and no barrier system was found in any of the stations. All this makes me wonder if anyone can jump into one of your trains and travel across Britain for free due to the lack of Security measures. As well as making me feel unsafe as there are no Security controls in place. Nevertheless I want to express my concern as I feel that I have been robbed as I saw that I could have just travelled for free instead of paying a total of GBP 150.70. Byron.2014-02-21 06:07:52
Cancellation - Oliwia HenshawHi, I travelled today on your service from Birmingham New Street to London Euston. My 10:50 train was cancelled and I was placed on the 11:10 service. This service was carrying people from both my cancelled train, the 11:10 train and cancelled trains from Birmingham Mood Street. I am absolutely disgusted. I had a reserved seat which of course I did not get, I was stuck standing by the toilets for 2 hours (The service was supposed to take 1 hour 25 mins) with nowhere to even move. I expect this to be dealt with I look forward to your response, Oliwia2014-02-15 14:10:15
Delay - Elle CovellJust got told on a busy and delayed train I couldn't sit in first class. I am pregnant, they made me move... And didn't even help me with my stuff. DISGRACEFUL. Got told 'we've all been pregnant love'2014-02-13 21:31:09
Delay - ImranThis morning the 10/02/14 the 07.30 train was cancelled, the following one delayed over crowded, had to stand 45 mins into journey. Virgin rail appauling!!2014-02-10 17:00:06
Delay - Fred CuthbertDelayed 6.5hrs + the way we were treated Cattle have to be treated better than the way we were treated . I believe they are running the Virgin Name into the Ground. Have sent two letters of my complaint . The Virgin company have not even acknowledged the receipt of my complaints . 1st letter sent on 4th January 2014 . 2nd letter handed in to the Glasgow office on the 22nd January 2014 . still no acknowledgement from Virgin Trains they do not care about the way they treat there customers2014-02-10 15:44:35
Delay - CarolineI would like to complain about the appalling service running from Manchester Piccadilly to Macclesfield on the London Euston train, the train stopped in Macclesfield but the doors would not open and there were no conductors around to speak too, resulting in me having to get of in stoke on Trent and Waite a further hour to return to macclesfield . I will not use virgin trains again after this appalling experience!2014-02-09 22:06:54
Other - Alan ThomasMy complaint is about the early finish of Virgin trains at weekends London to Birmingham. This doesn't allow people to get home from concerts, plays, shows and restaurants, as well as people who work in these industries. Please put on later weekend trains.2014-02-04 08:35:28
Delay - ShannenHi, I am emailing you regarding your frequent delays of the train from Coventry to Banbury, I am a frequent train user and everytime I have caught this train it has always been delayed. This is unacceptable and this issue should be resolved immediately.2014-01-31 15:17:32
Dirty Toilet - Demetris FrangoulidesHello, I had a recent trip to London Euston from Manchester Piccadilly on 24th of January at 11:15 in the morning. My complaint has to do with the toilets which were in unacceptable condition and very dirty. The stink coming from the toilets was spread throughout the train and honestly, it has caused me queasiness. As far as I like all other services from Virgin Trains, i do believe that you have to evaluate and review your current hygiene measures on the trains and establish new internal controls associated with the cleanliness throughout the trains. I have spent a bulk of money (£79 return ticket) to reach my destination and i think that the price does not match with the expectations and quality of services (e.g cleanliness). Thanks Demetris2014-01-26 13:16:27
Other - Pauline McDonaldI travelled on the cross country Virgin train on Sunday, January 12th, from Birmingham to Bristol Parkway. I had reserved a seat in the 'quiet' carriage, as is my custom. Despite the usual reminder over the tannoy about keeping noise to a minimum in the compartment, my fellow passengers and I were subject to an on-going stereo stream of crying babies during the entire duration of the journey. I think that it would be helpful if an alert system could remind ticket sellers in stations, and on-line, that seats in the quiet compartment should not be available for parents travelling with very young children. There are plenty of other carriages after all.2014-01-16 17:57:11
Delay - helena strongPlease can you arrange a refund to be sent to me for travel on the 23rd of December for my Journey from Euston to Crewe. You advised everyone to travel early due to cancelled trains and when I could get out of work all the train where cancelled and then when they did run they sat at Watford junction for 2 hours !! Delaying me even more .. why did we leave Euston to sit at Watford Junction ?? My booking reference was LNTXHBN7 first class single £51 Please can you arrange a refund to be sent to me for travel on the 29rd of December for my Journey from Crewe to Euston. This because I paid for a first class ticket and due to overcrowding at Chester you blocked half the train of so we had to sit where we could .. when I did get a seat in first class there was no guard and not “Weekend” complaimtary service .. if I wanted this serves I would have paid for normal class. My booking reference was LNTXHBN7 first class single £51 Please confirm the refund in in the post by return Please forward the refund to Flat 28 Woodger Court 7 Simpson Close Thornton Heath CR0 2RN If you require copies of the ticket I will scan and forward to you Helena Strong2014-01-14 15:57:23
Ticketing - AnonymousTraib from Weybridge Surrey to Birmingham. I booked one advance first ticket. Left Weybridge at the correct time and arrive at Euston (after a tube from Vauxhall) an hour earlier than my Euston to Birmingham train. Got on to continue my journey and got thrown off for being an hour early. If I'd booked the journey that allows me to get on the earlier train from Euston I would be charged for leaving Weybridge late. What a joke. Are they stupid? It doesn't take an hour to get from Vauxhall to Euston!2014-01-10 20:03:00
Delay - colin corbettmy ticket number 43262 , euston 2155 to bhi . train delay at wotford gap , 1 of your staff was alsulted the police was called . but this made me miss my conecting left home . ( i ad to use a payable taix fare i have the recite ) can you help out with this matter .why should i take this lose thank you i will await your reply2014-01-10 10:40:14
Delay - stephanie davyI enjoy traveling Ist class Virgin frequently though the years. However Fri. 3rd JAN.2014 was not good, Newcastle/ Glasgow one coffee although I offered to pay for a snack or sandwich I was told that another trolley was on its way, it never came .No staff to ask,the carriage was also very draftee and cold. I did not mention any of this to staff at Glasgow, hope you can improve matters in the future.2014-01-06 17:44:29
Ticketing - wolfpackmemberJust booked a train journey with Virgin Trains directly. Since my local station (where I'll be departing from) does not have a fast ticket machine I was left with the only option of having to travel out of my way beforehand to obtain my tickets. This seems absurd so I looked into e-tickets to see if I could simply be emailed the tickets, which I could print and take with me. According the Virgin Trains website, this is an option. Hooray! So I went through the ticket booking process again only to be presented with just two options: FastTicket collection and First Class mail at an additional £6. I decided to call Virgin to discover HOW to obtain e-tickets. The only number available is premium rate and after wasting my time and money on this call with an automated voice listing a variety of options irrelevant to my call, I persevered and was eventually in contact with a man who assured me that opting for FastTicket Collection would also allow me to receive, via email, an e-ticket which I could print and take. So after double checking with the Virgin Trains Rep, who confirmed again, I booked my ticket. Alas - no e-ticket. Just an email confirming booking and specifically that this email "Please note this is NOT your ticket." I now have to travel way out of my way ON TOP of having paid additional money for a premium line phone call only to receive false information from the Virgin rep. Disappointing customer experience all-around. Looking forward to delays on the track too...2013-12-31 11:12:01
In The News
8 Mar 2014 | 7:59 am
4 Mar 2014 | 8:37 am
25 Feb 2014 | 6:37 pm
24 Feb 2014 | 11:42 pm
24 Feb 2014 | 7:46 pm
Living in London I spend more time sat on a train than I ever do at my desks or with my family, and it's an ever straining effort to get to our destinations especially with the increase in rail fares.
This site was setup to voice the opinions of fellow commuters, give you a voice. The only way to do something about the situation faced by us every day is to create a place where everybody is welcome to have their own say and in doing so, perhaps we may just be able to use Virgin Trains Complaints for the greater good :)email@example.com