Who do I contact for help? Follow
Refund within 2 hours of booking - email vttsupport@virgin.com
Refund outside of 2 hours from booking - please request a refund from within the app or complete this refund form. Refunds requested more than 2 hours after booking will be subject to an admin fee unless your train was cancelled.
Refund due to train cancellation more than 2 hours from booking - If you did not travel these refunds are made without the deduction of an admin fee so in this case please use the refund form (not the app) and select the cancellation/disruption option on the form. This includes trains affected by strike action.
If you travelled but were late arriving at your destination then you need to claim under the Delay/Repay scheme directly from the Train Operator who caused the delay.
Delay/Repay - If you travelled but were subject to a delay please use the Delay/Repay form for the train operator who caused your delay. You can find their Delay/Repay form on their website and the terms of their Delay/Repay scheme. This may be applicable after only a 15 minutes but each train operator can set their own scheme rules so they may differ.
Where you did travel but were delayed Virgin Trains Ticketing are not able to refund tickets due to delays - these requests must be dealt with by the train operator.
Issue with the quality of your journey - this includes things like no seat, no first class when you have paid for a first class ticket, rude staff or customers, carriage too hot or too cold, noisy customers in the quiet carriage, not stopping at stations. Unfortunately we are not able to influence any of these issues and so you must take them up with the train operator. Information about how to complain and request compensation for this type of issue can be found on the train operators website.
General queries - We have an extensive range of FAQs which you can access here but if you still have a question then please email vttsupport@virgin.com and one of the team will be happy to help you.