Virgin Trains Recenzje 

Very disappointed with the dishonest 'aftersales' procedure for altering a ticket (off peak single) when mistakenly booked for the wrong date.

Clearly designed to exploit people in a potentially stressful situation and squeeze out another cheap buck.

When I had to pull out of a phone sale of a replacement ticket because I didn't have my credit card with me (Wolves-London, around £35, not available to download on the App), the operator charged me a £10 penalty in my refund for not booking the replacement through him.

I then found a ticket for the same journey on the Virgin website for £24.40. Around £10 cheaper than the option given to me on the phone, even though the operator told me it was 'the best value for my journey.'

It's a dishonest, bad-faith sales-driven approach, and is NOT customer service. Needs to be changed - leaves a very bad taste in the mouth and belies Virgin's advertising campaigns designed to portray dealing with the company as a stress-free experience.

Thank you for your letter of 26 July and the paltry reimbursement of £28.80 for the courier costs I incurred to recover my suitcase from Newcastle to Birmingham.

I’m sure you were sorry to hear of my luggage mix-up and the inconvenience I suffered as a result of this. You could not have been as sorry as I was to spend 11 hours on 18th June ...
a) trying to track down my suitcase
b) getting emergency medication (not easy from England to Scotland apparently)
c) buying the bare minimum of toiletries, make-up and clothing for a 2-week touring holiday in Ireland.

I hope you were also sorry that I was without my suitcase for 24 days from 17th June to 11th July, that I incurred more expense posting presents after the holiday, yet more expense changing Pounds to Euro and vice versa and yet more time and expense chasing up VIRGIN. I heard nothing from you from 6th July, date of my first correspondence, to 26th July. An automated email to say you had received my correspondence and you were looking into the matter should be part of VIRGIN's ‘customer care’ process and is also common courtesy.

I hope I never hear your ‘customer care’ helpline message ‘We’re sorry we’re not taking calls at the moment’ again. I hope I am never asked the same question; I had answered four times previously, again in Live Chat. In case you’re bothered, I have decided not to pursue compensation from NAME (aged 81, disabled, from Newcastle) for wrongly prompting your Station Assistance Team to take my suitcase not hers. Allegedly.

You did get one thing right, however, your response was not the one I was hoping for.

Just to start off wifi is very bad signal no signal repeat then repeat again the full journey there and the full way back couldnt watch a film the company i.e. virgin stopped you from streaming services such as Netflix, An hour inro the journey the announcement that the food court was closed for no apparent reason so could not get a drink or a bite to eat then when i was on my way back to Glasgow i was held up by the underground trains being late so i was late to my train i had already paid for the ticket so asked to see if they could get me on the next one and i would pay the difference between the two different prices but i had to pay £146.00 to get home plus the £74.00 i had already paid so for a one way trip cost about £215.00 or more i will never travel with virgin or the Glasgow to London trains again and this was my first experience on the train will be telling everyone i know not to even think about going to London on these services will be posting a statement on all media formats very very bad service and experience for the money i will aways travel on plane now to London

Bad in almost every way

Get the virgin Euston to Manchester train weekly. Always something broken on the train, seat booking system, toilet, air con, WiFi, shop card machine, seat tables, you name it it can break regularly on a virgin train. The Euston virgin staff experience? No better, act like security guards or bouncers, no customer service just authoritarian attitude. Once on board and all is working you are greeted to £1.30 for a pack of 70p crisps, £14 for a 4 pack of £4.50 beer and similar price hikes for everything from sandwiches to tea. All served with a frown. Also, if you break down don't expect any updates from the train staff, they arent the most communicative. Look at any scoring site you wish, this company scores dire. These guys are basically running a literal monopoly on the West Coast line, you either pay their EXTORTIONATE prices or drive/fly. That's capitalism for you.

The worst train company I have ever had the unfortunate to travel with!
Their customer support can only be rated as a joke!
Both my train services (outbound and inbound) to Glasgow Central from Euston were either cancelled or changed.
I was supposed to arrive at Glasgow at 13:59 but ended up arriving at 15:30!
Because I realized my original service had been canceled 2 days in advance (by myself since I got 0 notifications about it) I reached Customer Support trying to sort a way to board an earlier train in order to arrive at Glasgow before 14:30 as I had made plans already. They did nothing to try to move me to an earlier train, claiming it was due to engineering works and therefore the only option would be to buy a new ticket which would cost me around £190 per person! are they high on something or what!??

My nightmare wasn't over yet! Although the inbound service departed as scheduled, it took 80min more than the service I originally bought the ticket to, also due to the engineering works it had suffered changes.
I filled in the delay compensation and surprisingly it was denied. After speaking with the "useful" customer support, they told me they had posted on their website that engineering works would affect services between Crewe and Warrington Bank Quay and that it was my responsibility to know whether those works would affect my journey or not. is this serious? do I have to know all the train scheduled stops and routes?
I never felt so cheated by a company as of now! they advertised and sold me a train service that they couldn't fulfill, and when you ask their customer support for options they basically laugh on you! Well, I know a word that describe this behavior: Scammer!

Avoid it if you can... If you can't I can only wish you good luck

Thank you!
On one of the hottest days of the year in July my train was cancelled and I had to get off the 2nd train I got on. Virgin Trains staff couldn't have been more helpful. They gave me water, waited with me for a taxi and paid for the taxi themselves. I don't know what would have happened without their help and I really appreciate it.

Thought i would get automatic compensation (London to Liverpool) for a delayed train but found out I had to apply on line- some sub rule that because i had booked an onward train automatic compensation does not apply- why do they not let you know these hidden rules. No hot water on train and dumped in Stafford without information as to why the train had broken down or what alternative arrangement were in place? Emails not answered ??? But why am I telling you this (Virgin Trains Customer relations)? Nearly all of the reviews are one or two stars and you never respond- why not????

What a great service I made an error purchasing train ticket and the operative was very helpful on line and has agreed to refund my duplicate tickets thank you Virgin Trains

The journey was nice and quick as well as on time but the staff are very unhelpful, rude and dismissive. That's twice now I've travelled with virgin and the experience with the staff at the station help desks and boarding have always been the same, unpleasant! Even refused to help get the pushchair on the train!The only decent member of staff was the guy who checked tickets and took food orders on the train, he was very pleasant and helpful but 1pleasant staff member out of 10 we came accross isn't very good.

Appalling experience on Virgin’s 12.49 Carlisle to London Euston service yesterday. The scheduled journey was already over an hour longer than usual due to planned engineering works .... but in reality we ended up arriving over 6 hours late due to signal and power failure issues of which there were too many to list! Finally arrived in Euston at 11.30pm. Paul, our train manager between Carlisle and Preston, did his best to provide regular updates with whatever information he could get but sadly his shift finished at Preston and the next crew were hopeless at answering any passenger questions or telling us what was going on. At Preston, they kicked us off the train as it had been rerouted back to Glasgow and so we had to transfer to another already packed train with standing room only. Obviously I’ll be getting my ticket cost refunded but this in no way addresses any compensation for passengers who had to endure over 10 hours of utter chaos. I think I’ll be investigating the new service to Carlisle airport for future trips - and I bet it’s cheaper to fly too,

This is not 1 star bad this is 0 stars rubbish.
We booked the new Caledonian sleeper and we get the old one because the new one has ‘problems’ and then we get a TWENTY POUND REFUND from each ticket, on the first trip the train sets off around the right time, each cabin reeks and is absolutely minging. I feel as though i totally nose-blind, I’m allergic to dust and get symptoms I’m having a reaction. There is rubbish left from the last person who slept in the cabin and the WiFi which we were promised was not there on either journey, there is no way to control the AC which makes noises, blows dust and disgusting smells into the room and it’s nist really cold, my cover smells on man sweat and the assistant button didn’t work so someone came into our cabin every once in a while and some played BBC radio 4 ALL NIGHT so i didn’t get to sleep... at all, apart from all this the assistant- or whatever they are- was really kind and cheerful and the breakfast was good.. on this particular journey.
On the way back from London Euston on this train we had booked first class the lounge before hand only had a small selection of food, it was unkept and dirty. Then told us to board at a good time and then the train actually didn’t start until about way past 10 pm -3 hours later than we were meant to leave-, the reason for this i do not know why as to the fact we were never kept up to date and we weren’t even told there was a delay. Again inside the cabin my allergies had started, again rubbish left over from the last people were there, again i went nose-blind. Basically repeat the same things that happened last time (apart from the man sweat... well i haven’t got the courage to actually smell my bed sheets) but add on we were never kept up to date and then as expected we were four hours late getting into our station but were never told this by the assistant. I found out from someone else on board and then the worst happens. I have more allergies, eggs and nuts... we told the peeps this before. Yet they hand me a muffin with almonds and egg in it for breakfast and i wasn’t eating the smoothie as it tasted utterly disgusting- so yes i starved . No never get on the sleeper train unless it is the knew one. And make sure it 100% is the new one until you book.

Nice

Got their trains to Birmingham a couple of times. The seats are comfortable, the trains are big and the movie selection in the VOD thing is nice (finally watched wonder women :p).

Trains can be a bit crowded on occasion, but overall the travelling experience is quite nice.

Always overcrowded, dont sell more tickets than you have seats! Currently sat in the part between carriages with 6 other people. Just is a lovely time.

Absolutely rubbish service. Booked tickets on line and reserved seats. Only to find out rather than the usual 10 carriage train arriving the train only had 5 carriages and not carriage G where my seats were reserved. I had two young kids with me and we ended up standing all the way. The staff said they could do nothing as the train only arrived with 5 carriages. Poor service.

Absolute disgrace, I will never use them again. Unacceptable, dangerous overcrowding with no regard for passenger safety. We were literally unable to move in the corridors and people were standing in the interspaces between the carriages due to a negligent, incompetent train manager completely failing to limit passenger numbers.

Paid for First Class travel as I am fed up of the dirt in standard - well what can I say - it just be an inherent problem - table disgusting smudges of old food - clearly haven’t been wiped from previous journey - coach H needs a basic clean inclusive of the disgusting toilet.
If I could leave a minus - I certainly would.

Let’s hope tomorrow’s return journey is better.

Next weekend I will be driving to London- shame really - as it should not be necessary - but sitting in dirt doesn’t appeal!!!

Virgin trains - buck up your ideas and stop being so complacent ...

Don't expect them to care about you or your journey, rude and disrespectful

Paid £233 for a single ticket from Birmingham to Alnmouth on Saturday 13.7.19. For the pleasure of this I was in s carriage with no heating, smelt of urine and was offered a cup of coffee and a biscuit. I would suggest Virgin look at LNER who offer an amazing service. Daylight robbery! Avoid Virgin if you can help it.

My daughter who is frequent traveller with virgin trains was on the 12.47 from Liverpool to Euston today Travelling with 10 month old twins a pram suitcase and large bag. She genuinely made a mistake when purchasing her ticket with the date of her ticket. It was only when the train manager named Barry ( who wouldn’t give her his second name) pointed out her the mistake. He then rudely and obnoxiously spoke to her in a manner no man should talk to a woman. She paid the difference and he still came back a second time being abusive to her. The lady from the onboard shop came to her assistance and his manner changed. My daughter was extremely upset and her babies sensed this which made them upset too! This was disgusting behaviour showing no compassion or human kindness. I’m sure not what virgin trains would expect from their staff. I frequently use their service to Euston and will be changing my travel route in future. The one star I’ve given is for the lady from the onboard shop. Absolutely fuming with this man.

We missed our train and the ticket checker charged us for £88 pounds from Euston to Liverpool single ticket. This is obviously very intentional since our single ticket we purchased originally is £28. Her attitude is unacceptable. She made us purchase the excess amount £60 and when I said we were confused, we weren’t informed any of this, she threatened to charge us for the £88 again. Unbelievable and unacceptable. I will write other complaints about your ridiculous charging, unacceptable attitude and terrible service in general. I will not ride with them again if possible.