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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.

Have you collected/received your tickets?

Did you book your tickets through Telesales?

Give our Refunds Team a call on 03445 56 56 50

Calls are charged at standard BT rates. Other operators 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 03445 56 56 50

Calls are charged at standard BT rates. Other operators 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 03331 031 031, or 01216 547 528 from a text phone.

Calls are charged at standard BT rates. Other operators may vary.

If you are claiming compensation for a delay, go to our Claim for a delay section.

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.

  • Please enter a ticket price
  1. * You will be refunded in Rail Travel Vouchers

Delay Repay Application Form

E-Ticket and M-Ticket holders cannot use the online form. Please contact customer services directly to make your claim. Alternatively you can download a feedback form and post it in to us.

  1. * Required field

  2. Please select a date

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.

You can make a bike reservation when you buy your ticket by calling 03445 56 56 50

Calls are charged at standard BT rates. Other operators 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 03331 031 031, 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 are charged at standard BT rates. Other operators may vary.

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...

Have a quick question that needs a quick answer? Then your best bet is to get in touch with us on or the phone.

If you're not after an instant response, then pop us an .

Our Twitter team are online to help 24 hours a day, 7 days a week, 363 days a year (even they need they need Christmas & Boxing Day off).

Follow @virgintrains to stay in touch with us whilst you're on the move.

If you'd prefer to talk to us on the phone, give us a call on
03331 031 031, or 01216 547 528 from a text phone.

Calls are charged at standard BT rates. Other operators may vary.

Press enquiries

For press enquiries pop on over to The Media Room.

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 advertising 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.

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