Your feedback

Here at Virgin Trains, we're committed to making sure you have the very best experience when travelling with us. That’s why we're always keen to hear your feedback. On absolutely everything.

A lot of this super important feedback is in the National Rail Passenger Survey (NRPS), which is published by an independent watchdog called Transport Focus every six months.

The findings from the NRPS are shared with the government and the whole industry to make sure the voice of transport users (that’s you!) is front and centre when anyone makes any decision on the future of our services. This year, Transport Focus interviewed nearly 28,000 members of the public, getting all that great feedback on every aspect of rail service. From the friendliness of the staff to the cleanliness of the stations.

You can have a read of the latest NRPS report below for Spring 2019 (published 27 June 2019) for Virgin Trains.

Feedback from the National Rail Passenger Survey
Virgin Trains staff helping customers

Service improvements

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

  • Free WiFi for everyone: We know you want to be as productive as possible when travelling with us. That is why we’ve rolled-out free WiFi on our Pendolino trains to ensure you stay connected. And on top of that we offer BEAM, our free onboard entertainment service, to keep you entertained on your journey.
  • Back on track: You told us how important it is to have up to date information when there are delays so we’ve rolled out two new services to help with just that. Our ‘Back on Track’ app for staff helps our teams manage disruption more effectively as well giving you the correct information. Customers can log on to ‘Track ‘n’ Travel’ which has real-time, accurate updates about your journey on your device.
  • Making travel more inclusive: We’re the first travel company outside of N.I. to introduce JAM cards for customers with communication barriers. Jam stands for ‘Just a Minute’ and anyone with a JAM card or app can present it to our staff to let them know they need a little more time and patience in a discreet way. Staff that have completed training will have badges so customers can easily find them. We’re proud that Virgin Trains is leading the way in making our industry more inclusive and helping everyone feel like a welcome and comfortable traveller.
  • A helping hand: We’re making sure there’s extra help on hand and improved accessibility for customers at our stations. As well as putting additional staff at our stations during the busier times to help improve accessibility.
  • Friday Feeling: We’ve ended peak restrictions on Friday afternoons from London, enabling thousands of people to start the weekend earlier, for less.
  • Change Please coffee: We partnered with Change Please to offer a premium coffee range onboard, whilst supporting the social enterprise, to help tackle homelessness in the UK.
  • Contactless: We’ve updated all our ticket machines to offer contactless payment. Because PINs are old school.
  • Join us: We’re offering brand new apprenticeships, including the much coveted train driver roles!