Contact Us

Whether you've got a question about your journey, a complaint about our service, or just want to contact us, here’s where you'll find the help you need.

How can we help?

Whether you’ve got a question about your journey, or a complaint about our service, here’s where you’ll find the help you need. 


Virgin Trains help

If you need help with a Virgin Trains journey, booking or Delay Repay claim (for journeys on or before 7 December 2019), click 'Virgin Trains Help' below.

Virgin Trains Help

If you purchased a ticket at virgintrains.co.uk or via the Virgin Trains app (for travel on any date) you must call Virgin Trains on 0344 556 5650.

Avanti West Coast help

If you need help with an Avanti West Coast journey or booking (for journeys on or after 8 December 2019) select from one of the following options. 

Avanti West Coast Help

If you need to make a Delay Repay claim for an Avanti West Coast journey (on or after 8 December 2019) click the button below.

Avanti West Coast Delay Repay

Can't find what you're looking for?

Explore our other help pages below.

How we handle complaints

We take customer complaints seriously and try to respond as quickly and effectively as we can. Our complaints policy details how we deal with complaints and how we use your feedback to make a better railway.

Find out more

Read our Passenger Charter

Our Passenger Charter is our promise to you, our customers. It’s our way of showing that we’re committed to giving you the highest quality rail service.

Find out more

Let us make it up to you

Sometimes delays are unavoidable, but that doesn’t make them any less annoying. To help us show how sorry we are for any disruptions to your travel, we’ve implemented Delay Repay.

Find out more