Please read the following in relation to www.virgintrains.co.uk pages

Customers using this website are advised that those pages with a web address prefixed by www.virgintrains.co.uk – are managed by West Coast Trains Limited ("Virgin Trains") and, as such, Virgin Trains is responsible for the content, detail and links contained within them. Please read the Virgin Trains Website Terms and conditions in relation to your usage of this website and the Virgin Trains Privacy Policy in relation to any personal data collected by Virgin Trains in this regard. Any enquiries regarding these pages, the content, detail and links within should be directed to Virgin Trains at customer.relations@virgintrains.co.uk or by post to Customer Relations, Virgin Trains, FREEPOST BM 6613, PO BOX 713, Birmingham, B5 4HH.

Advertised pricing and journey times

Prices advertised are for Advance fares unless otherwise stated. All prices are per person, one-way unless otherwise stated. All Advance fares are non-refundable and are subject to availability. Advance fares should be booked at least two to four weeks prior to travel to get the best fare, except during promotional sale periods. Customers must travel on the trains they reserve. Change of travel is available up to the departure on payment of a £10 admin fee plus the difference of the new applicable fare. Normal railcard and child discounts apply. Advertised prices and seat availability are correct at time of production. Journey times advertised are based on average Monday to Friday timetabled journeys unless otherwise specified.

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Terms & Conditions relating to website cookies

On our dedicated Cookies pages you'll find more information on all the Cookies used on this site.

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Terms & Conditions relating to email signup

By providing your email address here you will be included in our regular email programme communicating news, deals and special offers relating to Virgin Trains. Any additional information you provide in the 'tell us more about you' section may be used to tailor the content of emails in ways we believe will make them more relevant to you. The information you provide here will only be used to communicate by email and we will not share your details with other companies. Should your preferences change or you wish to unsubscribe you may do so at any point using the link included in our emails.

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Terms & Conditions for Survey Prize Draw Competition

  1. This promotion is open to UK residents aged 18 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  2. To enter, you must complete the Customer Relations Satisfaction Survey via SurveyMonkey following a complaint or query raised with the Customer Relations team, and provide a contact email address on the Survey where requested.
  3. Only one entry is permitted per individual per contact with Customer Relations.
  4. All email addresses provided within the four week period will go into a draw and one main winner will be selected at random under independent supervision and notified by email within 14 days.
  5. The prize, (one prize every 4 weeks) is a First Class complimentary return journey for 2 people on any Virgin Trains service on the West Coast Mainline, subject to availability.
  6. There are no cash or other alternative prizes.
  7. Prizes exclude accommodation, food, drink, taxis, transport and any associated costs and expenses (unless otherwise specified). Such expenses, where required, will be met by the prize winner.
  8. Virgin Trains and its affiliates cannot accept any responsibility for any loss or damage howsoever caused as a consequence of participation in this competition (excluded to the extent permitted by law).
  9. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  10. If it becomes apparent that a participant is using a computer(s) to circumvent any condition by, for example, the use of ‘script’, ‘brute force’ or any other automated means, that person’s entries will be disqualified and any prize awarded will be void.
  11. By entering this competition you consent to the collection, use and transfer of your information under the terms of the Virgin Trains Privacy Policy (www.virgintrains.co.uk/privacy-policy/).
  12. Virgin Trains reserves the right to revise the Terms and Conditions, information materials and notices on this site from time to time or to temporarily or permanently discontinue the site or any part of it from time to time without prior notice should circumstances make this unavoidable. You should review the Terms and Conditions each time you visit this site.
  13. Virgin Trains does not control all sites linked to the site and shall have no liability for the same.
  14. To receive the names and counties of the winners please send a stamped address envelope to: CR Satisfaction Survey Comp, Customer Relations, Virgin Trains, Meridian, 85 Smallbrook Queensway, Birmingham, B5 4HH.
  15. The Judges decision is final.
  16. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  17. Full ticket Terms and Conditions are available at www.virgintrains.com or by calling 03331 031 031.

Terms & Conditions for Tasty First Class promotion

  1. This promotion is available on selected Advance fares on selected Virgin Trains services along the West Coast Mainline, valid London/Milton Keynes to and from Crewe/Chester/Flint/Prestatyn/Rhyl/Colwyn Bay/Llandudno Junction/Bangor/Holyhead.
  2. Tickets are available for booking from 1 March 2015 until the date specified on the voucher.
  3. Travel is valid between 1 March 2015 until the date specified on the voucher.
  4. Each PIN is unique and valid for one booking only (single or return). Maximum of 9 passengers per booking.
  5. Tickets are for First Class Advance only.
  6. Offer is only available at virgintrains.com/tasty and cannot be redeemed at stations.
  7. No further discounts apply. Railcards discounts do not apply. This voucher cannot be used in conjunction with any other offer.
  8. Tickets are non-refundable. Change of travel is available up to the departure date & time on payment of a £10 admin fee plus the difference of the new applicable fare.
  9. Bryn Williams food is available on the 17:10, 18:10 and 19.10 departures from Euston & the 17:35 Chester – Euston service.

Terms and Conditions for Alton Towers #scarefest competition

  1. This promotion is open to UK residents aged 18 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  2. The competition will run from 11 October until 19 October at 12:00pm.
  3. To enter, users must submit a selfie of their ‘scariest’ face to @VirginTrains on Twitter and on the Virgin Trains Facebook page.
  4. Users are free to make multiple entries.
  5. There are 3 prizes on offer. The First prize is a 1 night stay in one standard room at any of the Alton Towers Resorts hotels, 2 theme park entry tickets and 2 tickets to the Scare Mazes.
  6. The overnight stay at Alton Towers Resort is subject to availability.
  7. The second and third prize will be 2 theme park entry tickets and entry to the Scare Mazes.
  8. Any other chargeable items are not included in the prize.
  9. Some of the Scare Mazes do have age recommendations. See details at Alton Towers for more information.
  10. Alton Towers theme park tickets need to be used before the park closes for the season on November 6 2016.
  11. Standard class return travel can be included with all prizes and is available on Virgin Trains West Coast only.
  12. Travel between the railway station and the Alton Towers theme park is not included in the prize and will need to be arranged by the winners.
  13. There are no cash or other alternative prizes.
  14. By entering, the participant agrees to be bound by these Terms and Conditions.
  15. Virgin Trains cannot accept any responsibility for any loss or damage caused as a consequence of participation in this competition.
  16. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  17. If it becomes apparent that a participant is using a computer(s) to circumvent any condition by, for example, the use of ‘script’, ‘brute force’ or any other automated means, that person’s entries will be disqualified and any prize award will be void.
  18. Personal information provided by you to the site will be used in accordance with the laws enforced under the Data Protection Virgin Trains Privacy Policy, available at www.virgintrains.co.uk/privacy-policy.
  19. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this website from time to time or to temporarily or permanently discontinue the website or any part of it from time to time without prior notice should circumstances make such action reasonably necessary. You should review the terms and conditions each time you visit this website.
  20. Virgin Trains does not control all sites linked to the website and shall have no liability for the same.
  21. A winner will be picked at random. Judges decision is final.
  22. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  23. Full ticket terms and conditions are available at www.virgintrains.com/terms-conditions or by calling 03331 031 031.

Terms and Conditions for Virgin Red First Class Upgrade: £15 for two

  1. The Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the promoter).
  2. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  3. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  4. The prize is open to Virgin Red UK residents over the age of 16.
  5. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  6. Virgin Red members will have to adhere to the entry mechanics within the Virgin Red app before they can redeem the prize offer.
  7. Virgin Red winners will receive a voucher code that entitles two First Class upgrades for £15
  8. Each voucher code is unique, time restricted to 1 hour validity and valid for two one-way bookings
  9. The voucher code is valid for First Class upgrades on Virgin Trains West Coast Mainline only
  10. A Standard class ticket must have been purchased prior to the First Class upgrade. The upgrade can be applied on any Standard class tickets
  11. Prize Terms and Conditions:
    • Virgin Trains First Class upgrade for £15 for 2 people
    • Virgin Trains First Class travel is only valid in the UK
    • Voucher is only valid on Virgin Trains only
    • Voucher code must be used by a Virgin Red member
    • Proof of Virgin Red app must be present on the day of travel and when asked must be presented to Virgin Trains staff
    • All travel is subject to National Rail Conditions of Travel
    • No reservation necessary however seats cannot be guaranteed on busier train services
    • Prize excludes any taxis, transport and any associated costs and expenses
      • Virgin Trains will not take responsibility for any lost tickets - replacements cannot be issued
  12. The voucher code is limited to one use only.
  13. This offer is not valid in conjunction with any other offer.
  14. The decision of Virgin Trains as to who has been awarded a voucher code is final, and no correspondence will be entered into. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable
  15. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  16. In the event that the winner declines the voucher code, Virgin Trains may elect, at its own discretion, to select another qualifying Virgin Red member.
  17. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  18. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individuals’ prior consent.
  19. By entering into the competition, you are deemed to accept these terms and all other terms and conditions. Virgin Trains may, at its sole discretion, change the dates of entry into the competition and/or the dates on which the competition will be promoted, and Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  20. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.

Terms and Conditions for Free Alcoholic Drink in Euston's First Class Lounge

  1. The Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the promoter).
  2. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  3. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  4. The prize is open to Virgin Red UK residents over the age of 18
  5. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  6. Virgin Red members will have to adhere to the entry mechanics within the Virgin Red app before they can redeem the prize offer.
  7. Virgin Red winners will receive a unique voucher code that entitles Virgin Red members to one free drink in London Euston’s First Class lounge.
  8. Champagne is excluded for the offer.
  9. Each voucher code is unique and only valid on First Class train booking in and out from London Euston
  10. The voucher code is valid for Virgin Red members travelling First Class along the West Coast Mainline route.
  11. The voucher code is limited to one use only per customer, per journey.
  12. The voucher must be presented to a member of staff in the Virgin Trains First Class lounge.
  13. The voucher has no cash value and cannot be exchanged in connection with any other offer.
  14. In the event of unforeseen circumstances, Virgin Trains reserves the right to cancel the promotion without prior notice.
  15. Not valid on Virgin Trains East Coast services.

Terms and Conditions for Train Simulator

  1. The Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the promoter).
  2. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  3. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  4. The prize is open to Virgin Red UK residents over the age of 16
  5. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  6. Virgin Red members will have to adhere to the entry mechanics within the Virgin Red app before they can redeem the prize offer.
  7. Prize Terms and Conditions:
    • a. Virgin Trains train simulator experience for a Virgin Red member and up to three guests and Virgin Trains Standard class ticket
    • b. Virgin Trains Standard class travel is only valid in the UK
    • c. The Standard tickets are only valid on Virgin Trains routes across the West Coast Mainline
    • d. A Virgin Red member must be present
    • e. Proof of the Virgin Red app must be present on the day of travel and when asked must be presented to Virgin Trains staff
    • f. All travel is subject to National Rail Conditions of Travel
    • g. No reservation necessary however seats cannot be guaranteed on busier train services
    • h. Prize excludes any taxis, transport and any associated costs and expenses
      • i. Virgin Trains will not take responsibility for any lost tickets - replacements cannot be issued
  8. The winner must book the Trains Simulator experience at a minimum of four week in advance.
  9. The Train Simulator experience will last on average for three hours and will commence during the day. No evening slots are available to book.
  10. Children must be accompanied by an adult.
  11. The Train Simulator experience is held at Tatton House, Westmere Drive, Crewe, CW1 6ZD
  12. The voucher is limited to one use only.
  13. This offer is not valid in conjunction with any other offer.
  14. The decision of Virgin Trains as to who has been awarded a voucher code is final, and no correspondence will be entered into. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable
  15. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  16. In the event that the winner declines the prize, Virgin Trains may elect, at its own discretion, to select another qualifying Virgin Red member.
  17. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  18. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individuals’ prior consent.
  19. By entering into the competition, you are deemed to accept these terms and all other terms and conditions. Virgin Trains may, at its sole discretion, change the dates of entry into the competition and/or the dates on which the competition will be promoted, and Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  20. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.

Terms and Conditions for #BEAM competition

  1. Win a place at the Virgin Trains Independence Day: Resurgence Q&A session at Euston station on Monday 6 June 2016 and put your question to Director Roland Emmerich and A-list cast member Liam Hemsworth and Jeff Goldblum.
  2. The competition will run from Friday 27 May 5:00pm until midnight Wednesday 1 June 2016.
  3. To enter the competition to put your question to the cast of Independence Day: Resurgence users must submit their question in the comments section. 10 winners will be picked and notified by midday Thursday 2 June 2016.
  4. Winners will each receive a pair of tickets (themselves +1) for the event at Euston station.
  5. Winners must be able to attend Euston station on Monday 6 June 2016.
  6. Winners must make their own way to / from Euston station in London for the event.
  7. Winner questions will be put to Alex Zane on the day and 5 will be chosen at random and asked to Roland Emmerich, Jeff Goldblum and Liam Hemsworth.
  8. The decision of Virgin Trains as to who has been awarded a prize is final, and no correspondence will be entered into. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable. We do not accept responsibility for any items lost or damaged in the post after leaving our office.
  9. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  10. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  11. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  12. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  13. In the event that the winner declines the prize, Virgin Trains may elect, at its own discretion, to select another qualifying entry.
  14. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  15. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individuals’ prior consent.
  16. By submitting your comment, you are deemed to accept these terms and all other terms and conditions. Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  17. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.
  18. This Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the promoter).

Terms and Conditions for #Summerstories

  1. This promotion is open to all UK residents including employees of Virgin Trains and their families but excepting affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  2. The Author will be provided with stories that the public share via social media which the author may include in the Story (“Social Media Stories”). Hope & Glory, acting on behalf of Virgin Trains, will be solely responsible for securing an irrevocable, perpetual, transferable, royalty free copyright licence from the authors of the Social Media Stories so that they can be included in the Story.
  3. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  4. Personal information provided by you to the site will be used in accordance with the laws enforced under the Data Protection Virgin Trains Privacy Policy, available at www.virgintrains.co.uk/privacy-policy
  5. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this website from time to time or to temporarily or permanently discontinue the website or any part of it from time to time without prior notice should circumstances make such action reasonably necessary.
  6. Virgin Trains does not control all sites linked to the website and shall have no liability for the same.
  7. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  8. Full ticket terms and conditions are available at www.virgintrains.com/terms-conditions or by calling 03331 031 031.

Terms and Conditions for #NeverEndingTicket

  1. The Never Ending Ticket is a complimentary First Class train ticket along Virgin Trains West Coast.
  2. To enter this promotion, you must be at least 18 years old.
  3. To enter this promotion, you must tweet @VirginTrains, using #NeverEndingTicket and the journey details you wish to take by 10pm the day before the requested journey.
  4. Each winner of The Never Ending Ticket will be chosen at random.
  5. Each winner will be contacted by Direct Message on Twitter to confirm the details of their journey. The winner will need to acknowledge and confirm their journey details via DM by 10pm the night before their journey. If this does not happen, the winner will forfeit the ticket and this will be classed as a fail to the NET.
  6. By accepting The Never Ending Ticket, the winners agree to take a picture of themselves handing over ‘The NeverEnding Ticket’ and post it on their Twitter page tagging @VirginTrains. They also agree to participate in any other publicity that the promoter may require.
  7. At the end of each completed journey, the accompanying oversized Never Ending Ticket must either be passed on to the next winner to make their journey or returned the station ticket office if the next winner is yet to be chosen. Once this has been completed and a picture uploaded to Twitter tagging @VirginTrains, Virgin Trains will contact the customer to validate their return journey.
  8. The Never Ending Ticket will expire if it is not used within 24 hours.
  9. The Never Ending Ticket will only be allowed to expire three times. After the third ticket expires, the game will end.
  10. The selection of who next gets the ticket is random and the judges decision is final. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable. We do not accept responsibility for any items lost or damaged in the post after leaving our office.
  11. If a customer misses their train for any reason and still wishes to travel, they must purchase their own ticket.
  12. By entering this promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other promotional materials.
  13. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  14. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  15. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  16. In the event that the winner declines the prize, Virgin Trains may elect, at its own discretion, to select another qualifying entry.
  17. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  18. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individual’s prior consent.
  19. By submitting any pictures, you are deemed to accept these terms and all other terms and conditions. Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  20. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.
  21. Trains that can be travelled on are subject to availability at the time of booking. If the customer is unable to reserve a seat then they must select a different service.
  22. This Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the promoter).

Terms and Conditions for #SummerSeatSale competition

  1. This promotion is open to UK residents aged 16 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  2. To enter, you must take a selfie with the #SummerSeatSale Flower Wall at Birmingham New Street and send to @VirginTrains with #SummerSeatSale.
  3. Only one entry is permitted per individual.
  4. The prize is a ticket for four to travel on a Virgin Trains service operated on the West Coast Mainline.
  5. There are no cash or other alternative prizes.
  6. By entering, the participant agrees to be bound by these Terms and Conditions.
  7. Virgin Trains cannot accept any responsibility for any loss or damage caused as a consequence of participation in this competition.
  8. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  9. If it becomes apparent that a participant is using a computer(s) to circumvent any condition by, for example, the use of ‘script’, ‘brute force’ or any other automated means, that person’s entries will be disqualified and any prize award will be void.
  10. Personal information provided by you to the site will be used in accordance with the laws enforced under the Data Protection Virgin Trains Privacy Policy, available at www.virgintrains.co.uk/privacy-policy.
  11. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this website from time to time or to temporarily or permanently discontinue the website or any part of it from time to time without prior notice should circumstances make such action reasonably necessary. You should review the terms and conditions each time you visit this website.
  12. Virgin Trains does not control all sites linked to the website and shall have no liability for the same.
  13. A winner will be picked at random. Judges decision is final.
  14. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  15. Full ticket terms and conditions are available at www.virgintrains.com/terms-conditions or by calling 03331 031 031.

Terms and Conditions for Awesometer Prize Draw competition


  1. This promotion is open to UK residents aged 18 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion
  2. To enter, you must fully complete the Virgin Trains Awesometer Survey (including both numeric and comment sections) and provide a contact email address on the Survey where requested.
  3. Only one entry is permitted per individual per prize draw period.
  4. All email addresses provided within the thirteen week period will go into a draw and five winners will be selected at random under independent supervision and notified by email within 14 days.
  5. The prize, (five prizes every 13 weeks) is an iPad Mini. The competition time periods are based on the date of travel rather than survey completion date. Surveys completed in excess of 10 days after the date of travel may not be included in the draw.
  6. There are no cash or other alternative prizes.
  7. Virgin Trains and its affiliates cannot accept any responsibility for any loss or damage howsoever caused as a consequence of participation in this competition.
  8. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  9. If it becomes apparent that a participant is using a computer(s) to circumvent any condition by, for example, the use of ‘script’, ‘brute force’ or any other automated means, that person’s entries will be disqualified and any prize award will be void.
  10. By entering this competition you consent to the collection, use and transfer of your information under the terms of the Virgin Trains Privacy Policy (www.virgintrains.co.uk/privacy-policy/)
  11. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this site from time to time or to temporarily or permanently discontinue the site or any part of it from time to time without prior notice should circumstances make this unavoidable. You should review the terms and conditions each time you visit this site.
  12. Virgin Trains does not control all sites linked to the site and shall have no liability for the same.
  13. To receive the names and counties of the winners please send a stamped address envelope to: Awesometer Survey Competition, CX Team, Virgin Trains, Victoria Square House, Victoria Square, Birmingham, B2 4DN.
  14. Judges decision is final.
  15. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  16. Full ticket terms and conditions are available at www.virgintrains.com or by calling 03331 031 031.

Terms and Conditions for #Hobbitdays

  1. This promotion is open to UK residents aged 16 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  2. The competition starts at 09:00 on 17 September and ends on 18:00 on 22 September.
  3. All entrants need to be 18 years old or over.
  4. To enter, users will need to retweet the Virgin Trains competition posts and reply to the post including the twitter handle of another user who they wish to take with them.
  5. Only one entry is permitted per individual.
  6. The prize is a One Night Hobbit Hole Escape at The Quiet Site, Lake District for up to 2 adults and 3 children (https://goo.gl/5WXFhU).
  7. Standard class return travel on Virgin Trains West Coast for up to 2 adults and 3 children is included.
  8. Travel between the railway station and The Quiet Site is not included in the prize.
  9. If the winner does not live on the Virgin Trains West Coast network, alternative travel will not be provided.
  10. There are no cash or other alternative prizes.
  11. By entering, the participant agrees to be bound by these Terms and Conditions.
  12. Virgin Trains cannot accept any responsibility for any loss or damage caused as a consequence of participation in this competition.
  13. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  14. If it becomes apparent that a participant is using a computer(s) to circumvent any condition by, for example, the use of ‘script’, ‘brute force’ or any other automated means, that person’s entries will be disqualified and any prize award will be void.
  15. Personal information provided by you to the site will be used in accordance with the laws enforced under the Data Protection Virgin Trains Privacy Policy, available at www.virgintrains.co.uk/privacy-policy.
  16. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this website from time to time or to temporarily or permanently discontinue the website or any part of it from time to time without prior notice should circumstances make such action reasonably necessary. You should review the terms and conditions each time you visit this website.
  17. Virgin Trains does not control all sites linked to the website and shall have no liability for the same.
  18. A winner will be picked at random. Judges decision is final.
  19. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB.
  20. Full ticket terms and conditions are available at www.virgintrains.com/terms-conditions or by calling 03331 031 031.

Terms and Conditions for #TheTrueBlue competition


#TheTrueBlue Competition T&C’s
  1. The competition will run from Monday May 2nd 0800 until Friday May 6th 1200. One winner will be chosen at random. Once chosen, the winner will be notified as soon as possible via Direct Message on Twitter.
  2. To enter the ‘#TheTrueBlue’ competition, users must submit a photo and explanation of their best MCFC memory to the Virgin Trains Twitter account including #TheTrueBlue in their tweet.
  3. To enter this competition, you must be at least 18 years old.
  4. Prize details: Enjoy a pre match meal in the MCFC Legends Lounge, match tickets to MCFC v Arsenal and First Class rail travel from any destination on the Virgin Trains network for 2 people to and from Manchester Piccadilly for the game.
  5. The decision of Virgin Trains as to who has been awarded a prize is final, and no correspondence will be entered into. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable. We do not accept responsibility for any items lost or damaged in the post after leaving our office.
  6. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  7. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  8. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  9. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  10. In the event that the winner declines the prize, Virgin Trains may elect, at its own discretion, to select another qualifying entry.
  11. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  12. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individuals’ prior consent.
  13. By submitting your picture, you are deemed to accept these terms and all other terms and conditions. Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  14. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.
  15. This Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the promoter).

Terms & Conditions relating to the online purchase of tickets

  1. Agreement between the customer and thetrainline

    Our enquiry and booking service (the "Booking Service") is offered as a service to you, the customer, by us, Trainline.com Limited (also referred to as "we", "our" and "thetrainline"), either via our call centre, our website at www.buytickets.virgintrains.co.uk or m.buytickets.virgintrains.co.uk (the "Website"), via our mobile application (the "Mobile Application"), via any third party channels, or any version thereof.

  2. Supply of train tickets

    These Terms and conditions (which incorporate our Privacy Policy and Usage Policy) set out the terms of our contract with you in relation to our supply of any ticket that you purchase using the Booking Service. If you do not agree with these terms, you must not use the Booking Service.

  3. Your train journey

    The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service are subject to the National Rail Conditions of Travel (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.


    thetrainline is therefore not responsible for any delays, cancellations, or other disruptions to train services and we do not set any of the terms and conditions, including eligibility for refunds, of the various ticket types.

  4. Third party services

    You can buy third party products and services, other than train tickets via the Booking Service. When you make such a booking via the Booking Service, and your preferred product or service is available, the contract for such third party services (for example, travel insurance or hotel bookings) will be between the relevant supplier and you. We are not a party to any such contractual relationship and you should read the terms and conditions applicable to such third party services carefully. Each third party product and service has its own price independent of any other products or services booked at the same time. We do not sell, organise, or arrange any packages.


    thetrainline is a participant in the Amazon EU Associates Programme, an affiliate advertising programme designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.co.uk and Local.Amazon.co.uk.

  5. About thetrainline

    Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: 50 Farringdon Road, London, EC1M 3HE.

    Trainline.com Limited is registered with VAT number 791 7261 06, however, train tickets are currently zero rated for VAT and so VAT receipts are not routinely offered.

    You can contact our customer services department us by using the contact details supplied in the "help" link.

    thetrainline is a trading name of Trainline.com Limited.
  6. Use of the Booking Service

    Our Booking Service offers an impartial service selling tickets available around Great Britain representing all train operating companies.

    The Booking Service is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services.

    You confirm that you are at least 16 years old to become a registered user and/or use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.

    By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.

    You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the Booking Service (including where you deliberately or negligently let others use your account).

    You agree to use the Website and Mobile Application only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the Booking Service. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Website or Mobile Application.

    If you register an account with us, your account is meant for your individual use only. You are responsible for maintaining the confidentiality of your password and account details, and are fully responsible for all activities that occur under your password or account (including where your account is used by another person), unless these activities arise due to our negligence or breach of these terms by us.

    Where you are using our business account Booking Service, you confirm that you are doing so in the course of a business, trade, craft or profession only and are a corporate subscriber. Each organisation is responsible for the Administrator of its business account. Where a request is made for a change of Administrator by a member of an organisation, that organisation shall be fully responsible for such change request. Where an organisation has been referred to a business account by an individual, the organisation acknowledges and agrees that the individual may have been incentivised to make the referral.

  7. National Rail Conditions of Travel

    The National Rail Conditions of Travel (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Travel. Where the rights set out in the National Rail Conditions of Travel are extended or restricted by the train operating companies with whom you may book tickets through this Booking Service, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.

    The National Rail Conditions of Travel entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.

  8. Fees and charges

    There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.

    You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service (for example, internet access charges or mobile data charges).

  9. Issue of tickets

    Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.

    When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.

    Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our Booking Service, please contact us. You must ensure that you are in possession of the tickets booked before you board the train. If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. We, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.

    When London International CIV tickets (for use in connection with a Continental or Eurostar ticket) ("CIV tickets") are purchased, they must be accompanied by a valid international travel ticket which must be presented for inspection on the domestic journey along with the CIV ticket. We will not be responsible for any extra costs charged to you by the train operating company where you are unable to provide evidence of a valid international travel ticket accompanied by the CIV ticket when requested by the train operating company staff.

  10. Getting your tickets

    We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.

    Normal post: We will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct.

    Next day delivery: We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations.

    International post: We will dispatch tickets by International Signed For (TM) post to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.

    Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.

    If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.

    e-ticket (self-print): For some bookings we allow you to print your own ticket ("self-print").

    You must ensure that you print the self-print tickets clearly on A4 paper before you travel and carry the self-print tickets with you when you travel. Self-print tickets that have not been printed are not valid for travel. Self-print tickets presented on the screen of your device are not valid for travel.

    Self-print tickets denote passenger names and passengers must carry one of the following types of ID (matching the name printed on the tickets) when travelling in order to be valid:

    • Credit or Debit card
    • National Railcard
    • Passport
    • Driving Licence

    Self-print tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.

    Some train operating companies apply additional restrictions to the use of self-print tickets - you must note any additional restrictions notified during the booking process.

    m-tickets: For some bookings we allow you to travel with paperless tickets ("m-tickets") delivered to the mobile application installed on a mobile phone, tablet or similar device ("mobile device"). M-tickets are not available on all mobile device operating systems.

    When booking such tickets via the Website or call centre, you must check that your mobile device is compatible with our tickets by following the instructions provided before purchase and that you have an up to date version of the mobile application.

    It is your responsibility to ensure that you carry your mobile device on the relevant journey and that your mobile device is charged, functional, displaying the correct date and time and that you are able to display the ticket on your mobile device for inspection and scanning when you travel. M-tickets must be activated from within the mobile application before boarding the train in order to validate the m-ticket. The mobile device must be capable of running the mobile application and clearly presenting the m-ticket in a legible manner.

    Due to the wide variety of mobile devices and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply.

    If tickets have been booked for more than one passenger, all passengers should travel together.

    The ticket must be stored on your mobile device until the date and time of travel and such safekeeping shall be your responsibility. M-Tickets are non-transferable.

    By purchasing an m-ticket, you agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your mobile device and you acknowledge that you may be requested to hand over your mobile device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your mobile device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.

    Some train operating companies apply additional restrictions to the use of m-tickets - you must note any additional restrictions notified during the booking process.

    e-ticket (Mobile barcode ticket):For some bookings we will allow you to use an e-ticket (Mobile barcode ticket). Where you select an e-ticket (Mobile barcode ticket) we will email you your tickets and you will have the option to use the e-ticket (Mobile barcode ticket) in one or more of the following ways:

    • Open the PDF attachment and show the ticket on your mobile device. If you are using this option then you must ensure that your mobile device can receive email and display a PDF attachment prior to purchase. It is your responsibility to ensure that you carry your mobile device on the relevant journey and that your mobile device is charged, functional and that you are able to display the ticket on your mobile device for inspection when you travel. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. The ticket must be stored on your mobile device until the date and time of travel and such safekeeping shall be your responsibility. You agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your mobile device and you acknowledge that you may be requested to hand over your mobile device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your mobile device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.

    • Print the tickets. If you are using this option then the terms relating to self-print tickets set out above will apply to your use of the e-ticket (Mobile barcode ticket), save that ID is not required for e-ticket (Mobile barcode ticket).

    • Download the e-ticket (Mobile barcode ticket) on the Mobile Application. If you are using this option then the terms relating to m-tickets set out above will apply to your use of the e-ticket (Mobile barcode ticket).

  11. You must ensure that you present your e-ticket (Mobile barcode ticket) for inspection and scanning in one of the ways described above.

    An e-ticket (Mobile barcode ticket) can only be used by one customer for one valid journey. It is a criminal offence to amend and/or reproduce an e-ticket (Mobile barcode ticket) for fraudulent use. Where more than one customer presents the same e-ticket (Mobile barcode ticket) for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of your e-ticket (Mobile barcode ticket). Trainline shall have no liability for any fraudulent use of e-tickets (Mobile barcode tickets).

    Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.

    If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number - we cannot amend this after payment has occurred.

    You must carry your Smartcard with you when you travel.

    You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.

    Some train companies apply additional restrictions to the use of Smartcards - you must note any additional restrictions notified during the booking process.

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  12. Changes, cancellations and refunds

    Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. These terms and conditions are available during the booking process and we recommend you check these whilst booking your ticket to ensure you are buying a ticket which meets your requirements. These terms and conditions are also available in your account once you have made a booking.

    Additional restrictions may apply to certain delivery methods and if applicable these will be notified during the booking process.

    Where a ticket can be changed (for example most Advance tickets), you can change the travel date and time of travel by logging into your account. If you are changing your ticket with us, you must do this before your original train departs, and at least 2 hours before your new departure time. In addition to any difference in ticket cost, a change of journey standard charge will apply. We cannot change the stations you chose to travel between. If your original tickets have been issued, you will need to return these to us and they must be unused.

    Where a ticket can be cancelled and refunded (for example most Anytime and Off-peak tickets) you can cancel this online by logging into your account. Standard charges apply. Please note that where a refund is made, it shall be for the ticket price only, and any associated booking fees are non-refundable. If your tickets have been issued, you will need to return these to us and they must be unused.

    Please note that you will be responsible for the cost of returning any tickets to us where this is required.

    The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.

    We endeavour to process your request within 28 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement.

    We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.

    If you have any questions about changing or cancelling your tickets online, or if you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 0344 556 5650. In the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.

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  13. Compensation and Refunds for delayed or cancelled journeys

    If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned. Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys unless the relevant train company gives us permission to do so.

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  14. Catering Vouchers

    For some services you may be given the opportunity to purchase vouchers to exchange for catering. Vouchers are not refundable. No change will be given from vouchers. Vouchers cannot be exchanged for cash. Vouchers can only be used on services operated by the designated train company. The number of vouchers that may be issued per transaction is not restricted. Vouchers may be purchased in conjunction with adult or child tickets bought online. Vouchers are valid for three months from the date of travel.

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  15. Liability Disclaimer

    We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.

    Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Travel and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.

    Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any re-imbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.

    We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.

    Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.

    Nothing in these terms limits our liability for death or personal injury directly caused by us.

    All third party suppliers of products, services or content through which we link to from this Booking Service (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims.

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  16. Other Terms

    We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service. When you use the Booking Service, we will ask you to confirm your acceptance to the most up-to-date version of these terms and conditions whenever you make a booking. If you do not agree to any changes we make to these terms and conditions, you must stop using the Booking Service.

    These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.

    If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).

    The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.

    You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Booking Service.

    Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.

    You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.

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Privacy policy when booking with us

Your privacy is important to us. This Privacy Policy sets out the procedures Trainline.com Limited has in place in relation to the collection, use and disclosure of information you may provide or we may collect via the Booking Service.

  1. Your Consent

    By using this Booking Service, you agree with the terms of this Privacy Policy and whenever you submit information via the Booking Service, or otherwise use the Booking Service, you consent to the collection, use and disclosure of that information in accordance with this Privacy Policy.

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  2. Active Collection of Information

    Some parts of the Booking Service require you to actively submit information in order for you to benefit from specific features, or make ticket bookings. Some of this information may be personal (namely, information that can identify you, such as your name, address or phone number). We only collect such information when you choose to supply it to us. You confirm that you will only enter information about yourself and that such information is true.

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  3. Passive Collection of Information

    We may collect and process anonymous information about your use of the Booking Service, such as some of the pages you visit and some of the searches you perform. Such information is used by us to help us improve the contents of the site and to compile, for internal market research purposes, aggregate statistics about individuals using it. This kind of anonymous information can be obtained by our use of "cookies" as well as other means. Please see our "Cookies" section below for more information on our use of cookies.

    We may also share anonymous information about your use of the Booking Service with third parties for analytical purposes.

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  4. Cookies

    Our Booking Service uses cookies. A "cookie" is a small piece of information that is stored within your browser and allows us to identify that requests to our Booking Service originate from your computer, and sometimes provide additional information such as your recent searches on our Booking Service. If you would like to find out more general information about cookies: what they are for, and how to manage them, then you might want to read Google’s explanation in their "Good to Know" campaign, written in partnership with the Citizens Advice Bureau; or alternatively visit www.allaboutcookies.org.

    We use the following cookies on our Booking Service:

    Systems cookies: These cookies are created each time you visit our Booking Service and are automatically deleted when you leave our Booking Service and close your web browser. They ensure that the Booking Service works correctly. They also make sure that we remember the fact you are logged in once you log in, and remember the selections that you make as you use the Booking Service. The Booking Service will not work properly without these cookies.

    Identification cookies: These cookies help us remember who you are when you come back and visit our Booking Service and allow you to access your favourite journeys before you log in. These cookies are retained for up to two years after you visit our Booking Service.

    Web analytics cookies/Marketing effectiveness cookies: These cookies allow us to understand general customer behaviour on our Booking Service; such as which bits of our Booking Service customer’s use, where they exit the Booking Service and, if anything goes wrong, where it happens; helping us to make our Booking Service better. We also track how customers found our Booking Service, for example which search engine was used or which online adverts were clicked on before visiting our Booking Service, helping us understand our marketing effectiveness. Data is anonymised and aggregated so we can monitor trends and count visitors rather than tracking individual customers. They have no impact on what you see on the Booking Service and do not store or track any of your personal data.

    These cookies are an important part of providing you with an effective service. By using our Booking Service you consent to us creating and retrieving these cookies. By using our Booking Service you agree that you are aware of and understand that these cookies are used on our Booking Service and the purposes for which they are used.

    Additionally, Virgin Trains, may use cookies on our Booking Service in accordance with their privacy policy linked to at the top of this page.

    Most web browsers allow you to configure your browser settings to refuse all or some cookies. How you do this will depend on the web browser you use. However, if you use your browser setting to block all or some cookies it will result in our Booking Service not operating correctly.

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  5. Use Of Information Collected

    Your personal information submitted to us is used for operational purposes, for example, producing tickets, processing payments or confirming orders, alerting you about your booked journeys, and to personalise your shopping experience by using your purchases and browsing activity to make recommendations to you about products and services that we think may be of interest to you.

    We and/or our authorised third parties (including the Association of Train Operating Companies) may also use your personal information: (a) for internal market research and analysis purposes; and (b) to carry out survey related activities with you.

    If you contact us we may be able to see information about your recent activity on our Website – such as your recent searches, recent error messages shown and/or your recent purchases. This enables us to provide you with an efficient service, and reduce the need for you to repeat information to us that you have already input into the Website.

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  6. Sharing of Information

    We may share your personal information with third parties (including third parties outside of the EU) for the purpose of (a) processing a booking reservation, hotel or travel insurance product or otherwise in relation to fulfilling a booking you have made via the Booking Service; (b) for marketing services (where you have consented to receive such marketing services); (c) for processing payment (including fraud screening); (d) advertising; and (e) for undertaking any other permitted use of your personal information on our behalf. These service providers will only have access to the personal information needed to perform the relevant service and may not use your personal information for any other purpose. They will also be required to use your personal information strictly in accordance with data protection laws, including maintaining adequate security measures to protect such personal information.

    Visa and Mastercard transactions are processed by Trainline.com Limited, 15, Rue Edward Steichen, L-2540, Luxembourg, 4th Floor. Registered in Luxembourg, RCS B 171.363

    We may also share your personal information (a) with any person who takes over our business to use your personal information on the same basis as we do; (b) with the train operator or any other service provider who provides you with any part of the services booked (Please check the privacy policy of the train operating company you travel with for further details as to how they use your personal information); and (c) with legal or regulatory authorities (including the Department for Transport) where we are lawfully requested or required to do so, or voluntarily to the Police and similar law enforcement agencies (including, but not limited to, fraud prevention and detection), other government agencies or third parties.

    We may transfer and/or share your personal information with West Coast Trains Limited and its third party service providers. West Coast Trains Limited and its third party service providers may further use your personal information (a) for analysis and market research related services; (b) to carry out survey related activities with you; and (c) for the purpose of alerting you about your booked journeys; and (d) to contact you about new features, services, products and special offers ("Marketing Information") in line with any consent that you have provided. If you do not wish to receive Marketing Information, you may choose not to do so by clicking where indicated on the registration page. If you initially wish to receive such material but you change your mind later, you may tell us by using the "update your personal details" page or sending us an email to sales.support.virgintrains@trainsfares.co.uk.

    For some services (where you are already a loyalty scheme participant) you may be able to earn loyalty points by providing your loyalty scheme registered email address or membership number. Where you provide us with your loyalty scheme registered email address or membership number then you authorise us to provide the loyalty scheme operator and/or the loyalty scheme operator's third party service providers with this information as well as details regarding your transaction(s). The loyalty scheme operator's terms relating to the loyalty scheme will apply, however, there may be certain restrictions on the tickets and routes that are eligible for loyalty points. The loyalty scheme operator's terms, conditions and privacy policy will apply to their use of that data.

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  7. Use Of Location Data

    Information about your location or approximate location may be used by our Booking Service. We obtain and use this information in two main ways:

    Internet traffic information, such as your IP address: This information is provided automatically as you use our Booking Service and can allow us to infer your approximate location – for example your city or county, and country. We use this information:

    • for analysis purposes to understand the distribution of our customers;
    • to tailor messages or advertisements shown on our website – for example if we identify that you are likely to be located in Manchester, we may show you promotions relating to journeys starting in Manchester.

    Location information provided by your browser or device: Many web browsers, particularly on mobile phones and tablet devices, are able to accurate report your location, for example using GPS technology. The same is true for apps on mobile phones and tablets. These browsers and devices normally ask your permission before sharing your location with a website or app, and you can usually disable the feature altogether in the device settings. We use this information for features that need to know your location – for example if you select "nearest station" or "next train home".

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  8. Security

    We take the security of your data very seriously. We employ physical, electronic and administrative security measures to protect the information that we collect about you from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. You acknowledge and agree that we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data, except to the extent we are required to accept such responsibility by the data protection laws.

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  9. Links to third party Internet sites

    The Website and Mobile Application may contain links to other sites and sources of information. By clicking on these, you will leave the Website or Mobile Application (as appropriate) and this Privacy Policy will not apply to your use of any other sites.

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  10. Changes to this Privacy Policy

    There may be changes in how we use your data. All such changes will be notified to you by updating this Privacy Policy.

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  11. Access to Personal Information

    You are entitled to see the personal information we hold about you and may obtain these details by writing to us at: Virgin Trains, c/o Trainline.com Limited, PO Box 23972, Edinburgh, EH3 5DA. We are entitled by law to charge an administrative fee to meet our costs in providing you with such details and we may require proof of your identity before we supply the information to you.

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  12. Deactivating your Account

    Upon request from you (by writing to us at: Virgin Trains, c/o Trainline.com Limited, PO Box 23972, Edinburgh, EH3 5DA) we will deactivate your account and render your personal information unusable as soon as reasonably possible, in accordance with applicable law. We do retain personal information from closed accounts to comply with law, prevent fraud, collect any fees owed, resolve disputes, troubleshoot problems, assist with any investigations, enforce our terms and conditions, and take other actions otherwise permitted by law.

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  13. Contacting us

    If you have any questions about this Privacy Policy and would like contact us, please refer to the "Contact Us" section of our Website.

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Website/mobile application usage policy

The Website and Mobile Application are provided by Trainline.com Limited on the terms set out in this Usage Policy. By using the Website or Mobile Application you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Website or Mobile Application. This Usage Policy supplements our Terms and Conditions.

  1. Your use

    If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the Website or Mobile Application.

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  2. Registered Users

    If you register your details with us using our Website registration process, we will send you your registered account details (including your password) on completion of the registration process.

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  3. Intellectual Property

    "thetrainline.com" and "the trainline.com" logos and "thetrainline", "the trainline", "Qjump" and "Q Jump" word marks are some of the registered trademarks owned by us. Other product and company names featuring in the Website and Mobile Application may be the trademarks of their respective owners.

    All contents of the Website and Mobile Application, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.

    You may not reproduce any part of the Website or Mobile Application in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Website or Mobile Application or "frame" the Website or Mobile Application unless we agree in writing in advance. Use of any automated system or software to extract data from the Website or Mobile Application (including screen scraping or account aggregation) is prohibited.

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  4. Liability Disclaimer

    While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Website or Mobile Application. If you believe that you have noticed an error, please write to us to let us know.

    We take measures to keep the Website and Mobile Application free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this Website or a third party website, or which are transmitted to your mobile handset as a result of your use of the Mobile Application, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.

    We cannot guarantee the availability of the Website or Mobile Application. As with any service over the Internet or mobile network there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.

    To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the Website, Mobile Application or Booking Service or any of the content.

    Nothing in these terms limits our liability for death or personal injury directly caused by us.

    All third party suppliers of products, services or content which we link to from the Website or Mobile Application, or within the Booking Service, (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims. You should read the terms and conditions of any third party suppliers carefully.

    Functionality may differ between the different Booking Service channels and may also differ depending upon the device or customer using our Booking Service channels.

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  5. Our mobile application

    Your use of the Mobile Application

    We allow you the right to download, install and use the Mobile Application on your mobile handset to access the Booking Service in accordance with these terms and conditions.

    You may not use the Mobile Application for any purpose other than to access the Booking Service. You do not and will not own the Mobile Application or any information that is provided to you through it or the Booking Service, but you may use these things in accordance with these terms and conditions.

    The Mobile Application is provided to you free of charge and on an ‘as is' basis. We have tried to make sure that it will work on each compatible Mobile Device, however, we do not promise that the Mobile Application will be suitable for your needs, or that it will work accurately or in a particular way. All implied promises or warranties related to the mobile application, and access to the booking service through it, are excluded.

    Data charges and access

    The Mobile Application requires a correctly configured and functional internet data connection, both for the initial installation, and for use.

    Data charges may be charged to you by your network provider depending on your individual tariff. You are responsible for any such costs. Note that if you are using the Mobile Application on an overseas network, the cost of data usage may be considerably higher than when at home.

    We are unable to provide any warranties as to the levels of connectivity you will receive via your Mobile Device. This may depend upon your tariff, your network provider or your corporate policy if you have a work-issued handset. We will not accept any responsibility for any connectivity issues you may experience.

    Please contact your network provider or visit their website if you require assistance configuring a data connection for your Mobile Device.

    Support & Communications

    While we have tried to get a broad coverage of Mobile Devices, our Mobile Application will not work on all Mobile Devices. Please refer to our Website for details of the Mobile Devices which are able to download our Mobile Application. Download and operation success may depend on Mobile Device settings.

    If you have any queries or problems with the Mobile Application, please look at our FAQs for answers to the most common questions we receive from users. If the FAQs do not assist, please contact us at: sales.support.virgintrains@trainsfares.co.uk or 0344 556 5650. (Please do not contact any distributor of the Mobile Application with a support request as they will not be able to assist you.)

    We may send communications to you through the Mobile Application. These communications may include marketing material, technical and support information, and information on updates or changes. By using the Mobile Application, you agree to us providing you with such communications.

    Please note that we may cease to operate and support the Mobile Application, or a particular version of it, at any time. If this happens, you will be unable to access the Booking Services through the Mobile Application (or the relevant version of it) and you may be unable to download or install fresh copies of the Mobile Application. Where we think that it is reasonable to do so, we also reserve the right to either require you to delete the Mobile Application, or to remotely deactivate the Mobile Application from your Mobile Device.

    Updates & Availability

    From time to time, we may issue updates to the Mobile Application, in which case you may not be able to continue use of the version of the Mobile Application installed on your Mobile Device without downloading the relevant update.

    If we issue an update of the Mobile Application without disabling our earlier version installed on your Mobile Device, we nonetheless recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the Mobile Application.

    We are able to suspend access to the Booking Service through the Mobile Application. We can do this for any reason, but will usually only do so when carrying out maintenance on the Mobile Application or the systems supporting it.

    Security

    You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your Mobile Device is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed.

    Liability

    Your mobile telephone supplier and manufacturer, airtime service providers (which for clarity includes telecommunications carriers) and any other retailer acting through an online store portal through which the Mobile Application is distributed, shall not be liable to you in any manner whatsoever in relation to Mobile Applications made available through their channel partners and associated service providers, including (without limitation) in relation to the sale, distribution or use thereof, or the performance or non-performance of the Mobile Application. Your mobile telephone manufacturer, airtime service providers and any such retailer shall be third party beneficiaries of these terms and conditions with you for the purposes of this provision.

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Virgin Trains is the trading name for Virgin Rail Group Holdings and its subsidiaries as follows: Virgin Rail Group Holdings Limited Registered in England and Wales No. 4196341. Virgin Rail Group Limited Registered in England & Wales No. 328548. West Coast Trains Limited Registered in England and Wales No. 3007940. Registered Office The Battleship Building, 179 Harrow Road, London, W2 6NB