Your feedback

Here at Virgin Trains, we're committed to ensuring you have the very best experience when using our services. This is why we're always keen to have your feedback on any aspect of your experience.
Much of this important feedback is provided in the National Rail Passenger Survey (NRPS), which is published by an independent watchdog, Transport Focus, every six months.

Findings from the NRPS are shared with government and industry to ensure the voice of transport users is front and centre when any decisions are made on the future of our services. This year, the watchdog group interviewed over 27,000 members of the public to get feedback on every aspect of rail service, from the friendliness of the staff to the cleanliness of the stations.

View the latest NRPS report below for Autumn 2017 (published 30 January 2018) for Virgin Trains on the West Coast Mainline.

Feedback from the National Rail Passenger Survey

Thank you

We're really proud of what we've achieved and are thrilled that you gave us an impressive 92% overall satisfaction rating in this latest survey. Your confidence in our levels of service means we also continue to beat the long distance sector average for overall customer satisfaction.

Virgin Trains staff helping customers

Service improvements

We're happy when you're happy, but we always want to keep improving. We're stepping things up right across your Virgin Trains experience, to make sure you arrive awesome, every time you travel:

    • Punctuality: We received a four star rating for reliability in the latest Annual Passenger Survey from Which, with 86% of our trains arriving within 10 minutes of their scheduled arrival time over the last twelve months.
    • Improved WiFi: We've upgraded the WiFi on all our trains, so it's smoother and speedier. We're installing free and fast WiFi at our stations too.
    • Delay Repay: We were the first train company to introduce Automatic Delay Repay, which pays money back automatically into your bank accounts if you've been delayed. 
    • BEAM: Our complimentary, onboard entertainment service gives you access to hundreds of hours of content direct to your personal device. Further improvements were made in December 2017 thanks to feedback provided by users.
    • M-tickets: We're the first franchised rail operator to offer m-tickets for all ticket types, as well giving customers the option to add train tickets straight to their Apple Wallet.

Previous reports