Virgin Trains - our trains

Mobile tickets

Mobile tickets are the way forward. They’re available instantly, allow you to skip busy ticket queues and help reduce paper waste.

Just choose a mobile ticket when booking and we’ll email you a ticket within two hours of your purchase. You can use it straight from the comfort of your phone. Just open the attachment, add it to your Apple or Google Pay wallet, scan it from the Virgin Trains app or, if you’re more hands-on, you can event print it off at home.*


* Only available on certain ticket types, please refer to your confirmation email for details on how to access your mobile ticket.

How to use your mobile ticket

1. Use your phone to open the attachment we’ve sent you. This will be your mobile ticket with a scannable barcode. You can add your mobile ticket to Apple or Google Pay Wallet at any time before you travel. Otherwise, just keep your mobile ticket handy.


2. Go straight to the gate and simply scan your mobile ticket.


Psst… if you’d prefer, you can also print your mobile ticket. Just bring it with you and scan it at the gate.

 

Flexible, Advance and any season tickets are available

Available on both Apple and Android phones

Can be stored on your Apple or Google Pay Wallet

Tickets are connected to your Virgin Trains account

Refunds are available by contacting our Aftersales team (03445 56 56 50)

Never fear. You can charge your phone at the station should you run out of battery.

We have wireless charging points at the following stations:

  • Crewe
  • London Euston
  • Preston
  • Manchester Piccadilly

If you need to locate one of our charging points, please just ask a member of our team who will point you in the right direction.


Remember... to keep your phone charged. Because if we can’t see your ticket, we can't let you board.

It happens to the best of us. But all’s not lost! You’ll just need to print your mobile ticket instead.*

  1. Open the PDF attachment we’ve emailed over that contains your mobile ticket
  2. Print off your mobile ticket
  3. Pop it in your bag
  4. Scan it at the gate

When you get onboard, keep it handy to show it to one our ticket inspectors


*Only available on certain ticket types, please refer to your confirmation email for details on how to access your mobile ticket.

 

1. Will they be stored on my Virgin Trains account?

Your mobile ticket will be appear on your Virgin Trains account within two hours of purchase, and can be viewed through the Virgin Trains app. However, please note that tickets can only be re-printed through Virgin Trains or Trainline customer support.

2. Can it be sent to my mobile phone?

Your tickets can be sent straight to your mobile device when you book through our app, or website.

3. Should I keep my phone charged?

If you want to use your phone to scan your mobile ticket, make sure you bring it along and ensure it’s charged. Because if we can’t see your ticket, we can't let you board.

4. How can I get a refund?

Refunds can be completed through your Virgin Trains account on our app or website, as well as calling the Aftersales team.

5. Do all train companies use mobile tickets?

Unfortunately, not all train companies currently use mobile tickets. You’ll only be offered mobile tickets if all train companies on your route accepts them.

6. What if I accidentally delete a station-bought mobile ticket from my Apple or Google Pay Wallet?

Station-bought mobile tickets aren’t connected to your Virgin Trains account, so you won’t be able to retrieve them from our website or app if they’re deleted. However, the web page that your ticket appears on will never expire, so it’s worth saving that page just in case you accidentally delete your tickets.

7. What ticket types are available with mobile tickets?

You can use the mobile ticket option when you purchase any Advance ticket, and some Flexible tickets, for travel on our Virgin Trains West Coast Mainline and certain other operators.

8. Who should I contact if I need help?

There’s more information on the description section of your mobile ticket, or any of our staff at the station will be happy to help.

9. What ticket types are available with a station-bought mobile ticket?

Flexible/walk-up tickets, Advance tickets and all season tickets (there may be restrictions depending on the train company or route).

10. Some other operators still utilise the m-ticket delivery option.

If this is the case, you won’t have received a mobile ticket and should take a look at our m-tickets information page.

Buying at the station?

You can still buy a mobile ticket from any of our team.


Just find a member of staff at the Virgin Trains Ticket Office.


Tell them your journey and ask for a 'mobile ticket’. They'll guide you from there!


Quick note: For station-bought mobile tickets, refunds are only available at Virgin Trains stations and tickets aren’t connected to your Virgin Trains account.