Buy tickets
Naturally, you can book tickets online but if you would rather do it over the phone then just give us a call 08719 774 222.
Calls cost 10ppm from a BT landline.
Other operators' charges may vary.
Book group travel
If there are three or more of you travelling, go to our Group travel & discounts page and see how much you could save.
Have you booked an e-ticket?
e-tickets cannot be transferred, amended or exchanged
Once booked, your e-ticket is emailed to you as a PDF and is also available in the MyAccount section of our website. This means that if you lose your
e-ticket you can easily print out a replacement. As the same e-ticket can be printed out multiple times, it is not possible for us to cancel or amend
e-ticket bookings. This ensures that the printed e-ticket is used only once, by the correct person.
You can find out how to amend your booking on our Help section.
Lost property
If you've lost something on one of our trains or at a station then call 08450 008 000 and select option 4.
Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline.
Other operators' charges may vary.
Refunds
Did you book your tickets online?
Have you collected/received your tickets?
Did you book your tickets through Telesales?
Give our Refunds Team a call on 0844 556 5650
Calls cost 4.9ppm from a BT landline.
Other operators' charges may vary.
If you are claiming compensation for a delay, go to our Claim for a delay section.
Go to My Account and request a refund online.
If you are claiming compensation for a delay, go to our Claim for a delay section.
Give our Refunds team a call on 0844 556 5650
Calls cost 4.9ppm from a BT landline.
Other operators' charges may vary.
If you are claiming compensation for a delay, go to our Claim for a delay section.
To claim a refund, please go to the station you purchased your tickets from. And please remember that e-tickets and Advance tickets are non-refundable.
If you having any difficulties, or are unhappy with the type of ticket you were sold, please contact our Customer Relations team on 08450 008 000, or 01216 547 528 from a text phone.
Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline.
Other operators' charges may vary.
If you are claiming compensation for a delay, go to our Claim for a delay section.
Claim for a delay
Delay repay is a simple way to get the compensation you are due for delays of 30 mins or more to your Virgin Trains journey.
Simply fill in the claims form or alternatively pick up a Delay Repay Form onboard one of our trains or at any station we call at. Successful claims will be sent Rail Travel Vouchers normally within 28 days.
What would you like to do next?
Delay Repay Compensation Calculator
Please enter the following information to find out how much compensation you are due for your delayed journey. The calculator provides a guide value only - the actual amount will be calculated using train running data. For Season Tickets Delay Repay calculations, please contact enquiries.
Delay Repay Application Form
E-Ticket and M-Ticket holders cannot use the online form. Please contact customer services directly to make your claim.
Online/Telesales booking enquiries
Give our After-Sales team a call on 0844 556 5650.
Calls cost 4.9ppm from a BT landline.
Other operators' charges may vary.
Track your tickets
If you've ordered your tickets to be sent next day by Royal Mail's Special Delivery service, you can use our online tracking service to check on the status of your booking.
Off-peak travel times
You can find out all the details about our Off-peak hours on our Help section.
Travel assistance
Need special assistance when you travel? Then please call the Virgin Trains JourneyCare reservation line, our service for those with a mobility impairment or other disability, at least 24 hours in advance on 08457 443 366 or 08457 443 367 if you're a text phone user.
Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline.
Other operators' charges may vary.
Disruptions
For the latest information on how your trains are running, please visit National Rail Enquiries or call 08457 48 49 50.
Calls cost 4.9ppm (day) and 0.5ppm (evening) from a BT landline.
Other operators' charges may vary.
Praise a member of staff
What we've always known is that we've got a great workforce filled with outstanding people who are doing far, far more than their day job. The Virgin Trains Feel Good Awards is your chance to reward those that perform above and beyond the call of duty.
Please feel free to nominate an individual or team for our Feel Good Awards using the below form.
Customer feedback
Was your journey cancelled, delayed or neither?
Our Passengers Charter sets out our guidelines on compensation. To send us your claim, please complete and submit the form below and attach tickets or relevant booking details if possible, as this will help us to process your claim more quickly.
Alternatively you can download a feedback form and post it in to us.
If you are claiming compensation for a delay, go to our Claim for a delay section.
So that we can fully address your feedback, please send the relevant information through to our Customer Relations team. Remember to include train times and details of the tickets purchased by completing the form below. Attaching tickets or booking information, where possible, will help us deal with your complaint more quickly.
Alternatively you can download a feedback form and post it in to us.
Travelling with a bike
Are you also looking to book tickets at the same time?
You can make a bike reservation when you buy your ticket by calling 08719 774 222
Calls cost 10ppm from a BT landline.
Other operators' charges may vary.
You can make a bike reservation at the station. If you are having any problems making a reservation, then please get in touch with our Customer Relations team on 08450 008 000, or 01216 547 528 from a text phone. Please note Customer Relations require at least 24 hours to reserve a bike space. Bike racks are free but space is at a premium, so please remember to make your reservation in advance.
Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline. Other operators' charges may vary.
Traveller loyalty programme
If you're a frequent Virgin Trains First Class traveller, then we'd love to welcome you to our exclusive Traveller Club, call 08700 433 991. Find out more information on Traveller.
Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline.
Other operators' charges may vary.
Charter a train
Our 'Train Chartering' service allows you to hire a private carriage or even a whole train, just for your group. And we also provide catering and onward travel if you need.
Visit our Train hire page to find out more.
Enquiries
We're here to help. What would you like to talk to us about?
Customer enquiries
Our Help section may be the quickest way to find an answer to your question. If you've got something you'd like to ask us directly, we've got plenty of options for you...
Our Customer Relations team are here online to help from
Monday – Friday 0830-1800 and Saturday 0900-1600.
Simply click the button below to start a Live Chat with one of the team.
Have a quick question that needs a quick answer? Then your best bet is to get in touch with us on Live Chat, Twitter or the phone.
If you're not after an instant response, then pop us an email here.
If you'd prefer to talk to us on the phone, give us a call on
08450 008 000, or 01216 547 528 from a text phone.
Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline. Other operators' charges may vary.
You can also write to us at Customer Relations, Virgin Trains, FREEPOST BM 6613, PO BOX 713, Birmingham, B5 4HH.
International franchise enquiries
Pay a visit to the Virgin Rail Group site to find out about bringing the Virgin Trains magic to your country.
Partnerships enquiries
Looking to partner with us, or have a sponsorship opportunity? Whizz your proposal through to our Partnerships team.
Charity enquiries
If you are a charity looking for our support or are fundraising, then get in touch with our Charity team.
Advertising enquiries
Get in touch with our media agency and ask to speak to someone in the Virgin Trains team.
Careers enquiries
Are you someone who can deliver the unique passion of a Virgin brand? Visit our Careers site to find out about joining our fantastic team.
