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 Autumn 2018 (published 29 January 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’re introducing free WiFi on our Pendolino trains with roll-out completed by summer 2019. Wherever you’re sitting.
  • Contactless: We’re making sure that all of our ticket machines are able to offer contactless payment. Because PINs are old school.
  • Time to redecorate: We’re spending a whopping £3million on improving our stations and our trains. Things like additional seating and improved toilets at stations, better lighting and fancy new carpets onboard.
  • A helping hand: We’re making sure there’s extra help on hand and improved accessibility for passengers at our stations. As well as putting additional staff at our stations during the busier times to help improve accessibility. In addition to this, with our new and improved customer contact system, we’re getting you better information during disruption.
  • 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.
  • Join us: We’re offering brand new apprenticeships, including the much coveted train driver roles!