Can I change or exchange my ticket? Follow
If you wish to change your date of travel, you will need to buy a new ticket and apply for a refund on your existing ticket (please ensure you provide a picture of your tickets cut in half, if paper tickets).
If you ask to do this within 2 hours of purchasing your ticket then this can be done fee free, providing the ticket is unused. Please note, this cannot be done, if the train departure time has passed.
If your ticket was purchased within the last 2 hours then please send a query to vttsupport@virgin.com or telephone 0333 241 9128 between 7am and 10pm - email is usually quicker!
If more than 2 hours has elapsed from the time of purchase there will be an administration charge payable per ticket for exchanges and refunds. This will be deducted from the refunded amount before it is sent to you. From the 1st of April 2024 the administration charge for cancellations reduces to £5 per ticket, but remains at £10 for exchanges in line with the National Conditions for Carriage terms. Please note that this charge is per ticket and not per booking reference, so if your booking has more than 1 ticket to be cancelled each ticket will attract an administration fee up to a cap of £10 per booking.
For all tickets bought on the Virgin Trains Ticketing website, please visit the “My Tickets” section of your app to see if your ticket is exchangeable and follow the instructions. Tickets bought from station ticket offices or other Train Ticketing apps must be returned to the place of purchase and changed there.
All tickets and travel are subject to National Rail Conditions of Travel. Advance Purchase tickets are subject to national terms and conditions.
Virgin Trains Ticketing General Terms and Conditions - cancellations, charges and refunds