Virgin Trains Bewertungen 

Shocking to find out even after paying for first class me and my wife could not get a glass of wine!!!! If its on the menu why aren't you serving it???
When asking for our drinks and I quote "no we dont on this one" what the hell does that mean.
Very disappointing.
2 very unhappy customers on holiday.

Travelled 1st class ha . From London Euston to Lancaster we were informed that there would be no table service provided and that if we required refreshments that they would be available for purchase at the train shop. The reason for the lack of 1st facilities we were informed that they had sold too many standard class tickets and as a consequence standard class passengers would be allowed to occupy 1st class seats. ( Obviously the service staff are incapable of checking tickets). To compound matters as the train was leaving Preston station the new crew boarded and lo and behold it was announced that there would be no 1st class table service provided ,not due to the inordinate amount of standard class passengers there but because of illness.
Anyone else tried complaining about anything other than delayed trains? I'd like to know how far you got before deciding it was going to cost more in phone charges etc than you were ever going to be awarded in way of compensation.

Great service. I travelled to Aberdeen from edinbrugh like. 10-10 virgin. Also I went on the new azuma and it only takes 4 hours from London to Leeds .

Travelled first class and had to put my coat on as carriage was cold. We were served the same menu at both meal services and that was on both journeys Glasgow to Euston which was very disappointing , as I had previously travelled and the food was goodJust wonder if Virgin are not
bothered since they lost the franchise. On the lplusside the staff were good.

The..............slowest.........wifi.......on.......the......planet. It took more than three minutes to get to this box on Trustpilot to write my review. I wonder how long it'll take to upload it? I have a station to get off at.

Absolute horrendous journey from Manchester to London was stood up in the toilet area for 3 hours the toilet stunk and that matt guy who voices the toilet needs to have a break. No staff to come and offer refreshments half way through the journey loss of power so was stranded for about 15 minutes the train gives you motion sickness bad in the corridor area they need a strict policy about people plonking there bags on empty seats

Wouldn't use them again

Overcrowded Macclesfield to Southampton .Its always the same .You can’t always book seats and if connections are late those bookings don’t apply .Why are trains in the rest of Europe so comfortable ,reliable unlike these overcrowded cattle trucks .£100 to stand for 4 hours

This is a copy of an e. mail i have sent to virgin trains complaints.

I am writing to you to raise an issue about: Stoke on trent car park

The issue that I have experienced was: I visited stoke on Trent station on the above date, while waiting for a friend to arrive.
I am not familiar with this train station as i travelled from Yorkshire.
I parked in the main car park, on entering there is no indication of the parking charges only that it is £ 12.00 to park all day.
I exited the car park after 28 minutes after inserting the ticket in the meter and was disgusted to have been charged a fee of £12.00 which i find absolutely disgusting, as i have commented on entering the car park there is no indication as to whether there is an hourly charge, which is very misleading to say the least. or any indication that there is a cost of £12.00 whatever the parking period.
I would like a full refund of 12 pounds for this what i will call a rip off, and certainly a very misleading information board at this car park.
It seems to me that the information board is intentionally misleading for your customers as once parked we have no choice but to pay this exorbitant price.
But reading online i seem to not be the only person that has had this issue at this station.

A throughly disgusted customer.
Totally disgusted at Virgin trains. I would expect better from a national company.

Absolutely abysmal service tonight. Notwithstanding the problems on the line causing cancellations, no complimentary refreshments in first class because of de classifying due to overcrowding. No explanation , no apology, no free replacement from the buffet car as a substitute. And funnily the train staff seem to have gone into hiding.

Rude staff member Billy. Ran past passengers and did not ask whether we wanted tea!

I had to run down to the other carriage to say to him he missed us, and was told "no one said they wanted tea" we wasn't given the chance to ask for the tea!

Upon him coming back I said what is your name, he replied his name and he said what for, I said this was for a complaint. He said "fire away" in an arsey way and replied "I'm the service manager".

So is it ok for a service manager to speak to customers in this way.

He also missed the couple next to us however they must have been too polite to question him - upon him coming back he served these first!

Personalised friendly service, lovely trains and staff :) I think people often ‘downvote’ train companies because of delays etc but that’s rarely by fault of the actual company and just the rail system itself.. virgin is a wonderful company, will be sad to see them go!

Virgin West Coast used to be okay (in my opinion) at least most of the time. The Pendolino trains were novel and service (especially First Class) was good.
However travelling between Glasgow and Birmingham also London Euston on a couple of times this year has shown that standards have fallen somewhat.
Agreeing with other reviewers, the weekend First Class service could be much better, it seems such poor value now.
Most train operators in the UK have overcrowding and inadequate trains now, and I am afraid the Pendos are perhaps coming to the end of their usefulness. Even the 11 car units can get overcrowded at times, and there has always been a toilet smell from these trains - a system design fault.
Virgin used to be the best of a bad lot, and I do worry First won't be great either based on the dreadful record when they ran the Scotrail franchise.
I would have been sorry to see them go, but now I'm not so sure.

I am not a frequent traveller on Virgin Trains, but my most recent trip to Liverpool from London was on time, clean and tidy and easy to book and reserve seats. Some parts of the booking process were a bit clunky, but otherwise it was simple to use all went smoothly. I used the family ticket offer, which I think is good value.

I never hate something in my life before that I hate virgin trains.that manager team is completely disaster

I have a long established account with Virgin Trains. Since my last review there has been no sign of improvement. On the 24th October I was able to log in and got as far as booking my journey, but when it comes to paying the website stated there are problems and try later, which I repeatedly tried to do, at different sometimes getting as far as checkout sometimes not, but always being told try again later. This continued on the morning of the 25th October when I got as far as booking my journey, but could not change seats or pay, told try later. I tried other web sites and it seemed they were experiencing the same problem. Went to my very helpful local train station, booked the same journey, first class, to be told no seats available! Forced to telephoned Virgin booking line and booked my desired journey. What a farce. No point Branson bleating on about being refused the franchise, when you have to phone Asia to buy a ticket. Only travel First Class to have a comfortable seat. Food served is rubbish, whatever the time of the day. No wonder our trains are being sold of to companies from around the world.

Travelled to Windermere last Monday (21) and was on the 12.30 train from Euston to Lancaster, which was approx 17 minutes late. I missed my connection and had to wait one hour for the next train to Oxenholme; once there I had to wait another hour for the connection to Windermere. A two hour delay overall. I am trying to claim for a refund and gave full details on the delay/repay form. The reply I received said it was my local train (to Liverpool Street Station) that was late and they passed my claim to Greater Anglia!! In other words they have either not read my claim about the 12.30 train from Euston or they are implying that I lied. Cannot get to speak to anyone at Virgin - why is that? What do people do if they do not have access to the internet? Am really p****d off and am getting nowhere - well, not by Virgin trains anyway!!!

I'd like to thank the staff at Virgin trains for the amazing help they gave me on 9th Sep this year. My daughter was terribly ill and without angels at each stage I hate to think how much she would have deteriorated. My daughter suffers a rare serious illness. She had gone to the lake district with her father and whilst there deteriorated considerably. Thanks to her consultant's fabulous secretary at Gt Ormond St Hospital, I was able to speak directly to the consultant as a matter of urgency. New drugs were discussed over the phone and a fax was due out promptly to the GP surgery to get these drugs so that I could rush to the lakes to give them to my daughter.

However immediately off the phone I learnt that I'd have to catch the 4.30pm train from London Euston to get to Penrith by 7.31pm and the last train back was 7.50pm. And the only way to get the 4.30pm train was to leave straightaway from Potters Bar. I rushed to Tesco Pharmacy who are always stars and know of her illness and they were able to give me a sleeve of medication trusting that the online prescription would follow in days.

Unfortunately at Potters Bar station the tickets issued were for next day. In my panic I did not notice it. I got to London Euston and stopped at a pop up information kiosk. A very kind black virgin employee looked at the timetable and gave me more information about stops etc for the train due to leave in about 10 mins. What followed now seems comical but not then! I kneeled on the floor looking into my bag for something then realised my phone was missing. I turned round to see the information kiosk where I must have left the phone but there was no kiosk. I thought I'd imagined the whole thing. I noted someone who appeared to be a virgin driver and rushed to him asking him if he knew whether there was a kiosk or had I imagined the whole episode to which he said they are pop ups! Doh! Funny now but not then! There was no time to go to the ticket office. The train was leaving. I rushed to find another information kiosk and started to speak to a sweet young asian man only to hear in the background the earlier black man rushing to me with my phone that I'd left there accidentally. I rushed for the train, 6 mins left by then for departure and the guard refused me entry as tickets were for the next day. I briefly explained I had urgent meds but she wouldn't have it. I rushed to the sweet asian man and again briefly explained the urgency. He ran with me, passed the guard and found someone on the train whilst I waited outside. He wrote something at the back of the ticket and said all was good for me to travel. How kind.

The tall English woman he'd spoken to turned out to be a super star. I was so worried as to how I'd explain to a ticket inspector that I was allowed to be on the train! Well I didn't need to worry. Soon after the train left the tall woman came to me and said she'd found me and not to worry she'd look after me and reminded me where to get off and what train to get on and that there was a choice of trains for the return after catching the 7.50pm and that I should change at Preston where she would look out for me. She joked that I couldn't miss her for her height. There was so much kindness from all. In a situation where there was not enough time to understand the whole situation, they sensed the urgency and trusted me and did exactly what needed doing to get the process moving.

My daughter was too ill to come to Penrith station but her dad and my son came to collect the meds. My daughter was insistent it was dad's holiday so I had to go back!! They continued their break and 2 days later she got her first respite and had a day of less pain and some sleep. The tall lady came to me when I got off at Preston. She kept her promise and made that evening so much less stressful. That day was a very difficult stressful and sad day but once Virgin were involved that portion of the evening was made so much easier. I wish I'd taken names but my mind was not in that state that day. I would really like these staff recognised by the firm. I hope the day and times help track them down. The forecourt staff may remember me (short indian) bursting into tears when my phone was found!
My daughter's pain gradually reduced and for the moment she is pain free. She has just started a natural sciences degree at Cambridge Uni. I visited her 2 days back on Saturday and she looks so well and settled. I couldn't help thinking how much that day when I rushed over with the meds how helpful the Virgin team were and Tesco Pharmacy and the team at Gt Ormond St Hospital. All did their bit to help my little girl.

A big big big THANK YOU. If somehow I could get the names of the staff involved I'd like to personally thank them.

Best wishes always, Anju

Currently sitting on the floor of what I would call a cattle styled train ride. Bum is numb as I write this.

I paid £73 for a ticket from London to Glasgow (5hrs 3mins journey) as I had to attend a relatives funeral and I am sitting on the floor as there are no seats as there is an incredibly over packed train. Honestly is this what £73 gets you?

I asked the ticket master how much it was to upgrade to First Class and she told me £107. Erm... what, I'm sorry. What a joke.

Virgin should be ashamed of yourselves. Extremely appalling customer service.

Awful 1st class service, no tea or coffee was offered and vegetarian option was popadoms whereas non vegetarian was sandwiches. Absolute ripoff will not be using the 1st class service again. Paid premium but in reality there is no difference to a standard ticket. Dont waste your money on 1st class. Avoid, staff are miserable too and dont want to try and help