Our Passenger's Charter

At Virgin Trains East Coast we’re passionate about creating the best possible travel experience for you. 

This Passenger’s Charter sets out our commitments to deliver a safe, reliable and high quality service, day in, day out. It also explains how you can get the most out of the services we offer you. 

Our Passenger's Charter is designed to be simple and user friendly. Key areas covered include:

  • our people
  • keeping you informed
  • buying your tickets
  • trains and stations

Below is a summary of the key sections and relevant links for more information. 

You can also download our full Passenger's Charter.

Our people

We have around 3,000 staff across our network from King’s Cross to Inverness, and they are committed to providing you with an excellent customer experience and helping you in an efficient, considerate and courteous manner.

Our Customer Relations team, Telephone Sales and Assisted Travelt eams are available to provide information and guidance, and our staff are on hand to help at all our stations and on our trains.

Our staff will be helpful, smart and considerate as they strive to deliver a service in line with your expectations.

You can recognise our staff by their name badges and all are committed to providing a positive difference to your journey.

We expect them to carry out their duties in a professional manner at all times. If you have any comments about our staff then please let us know.

Keeping you informed

We promise to do all we can to give clear and accurate information about your journey with Virgin Trains East Coast. Our website and social media accounts will keep you updated, but you can also speak to any one of our members of staff.

We promise to do all we can to give clear and accurate information about your journey with Virgin Trains East Coast. Our website and social media accounts will keep you updated, but you can also speak to any one of our members of staff.

Social Media

Follow us on Twitter (check our website for details) for the latest information affecting your journey and to ask us questions and give us your suggestions.

Our people 

All our staff will have access to the latest information at their fingertips through smart-devices, which will be rolled out during 2015.

Our website

Detailed information about all our services is available on our website virgintrainseastcoast.com where you can download timetables, plan your journey and access live departure information.

You can also register for live information about your journey by email or via SMS; simply sign up on website.

Our mobile app

Why not download our app to your smart phone or tablet? You’ll get live train information and a journey planner service. Go to virgintrainseastcoast.com or find it on your device’s app store.


All our stations display timetables about the scheduled services operating there and you’ll find train times on our website or in our free timetable booklets.

When we introduce new timetables, information will be available from all stations and on our website at least 28 days before they come into effect.

Our timetables come in other formats (eg. large print), which are available on request from our Customer Relations team.

See also: 

Buying your ticket

We want to make it easy for you to buy a ticket for your journey. Of course, you need to buy a valid ticket before you travel with us and keep it with you at all times.

The lowest priced ‘Advance’ tickets are usually available to buy 12 weeks before travel. Try to book as early as possible to avoid disappointment - by booking further in advance you’ll get the widest choice of fares at the best prices.

There are lots of ways to buy your ticket to travel with us, or across the National Rail network, and we’re committed to making sure it’s clear and fuss-free.

We’ll make sure that when you buy a ticket from us you’re given clear and consistent information about the ticket and any restrictions around its use. 

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If you need extra help

We are committed to providing easy and convenient access to our service for all our customers. We work to make sure that nothing we do makes a person’s disability a barrier to using our services.

See also:

Service disruption

Planned engineering work

Sometimes planned engineering work to improve rail services means we cannot operate our regular timetable. In these circumstances we may have to change train times, or run a rail replacement service.

We’ll do everything we can to minimise disruption and will give you as much notice as possible, but please bear in mind that weekends and bank holidays are when most work tends to be done.

Short notice engineering work

Sometimes Network Rail is required to carry out engineering work at short notice and we will be unable to give you much warning. When this happens we’ll let you know as far in advance as we can. Information will be available from our stations and staff, our Customer Relations team, National Rail Enquiries, as well as being displayed on our website.

Looking after you when services are delayed

Despite our best efforts, sometimes there may be delays to your journey. When this happens we will always do everything we can to minimise the disruption to you. As soon as we know what is happening we’ll let you know, and ensure we update you with the latest information at regular intervals. Our staff will provide information and assistance to help you find the best options to complete your journey with the minimum of delay and inconvenience.

You’ll be able to find information about how to make your journey on board our trains, at stations, on our website and app, on the

National Rail Enquiries site, and via travel bulletins on local radio and television.

You can access live train updates from:

• virgintrainseastcoast.com

• nationalrail.co.uk

National Rail Enquiries 08457 48 49 50

Texting TrainTrackerTM on 8 49 50

our text and email Travel Alert service

our mobile app.

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 and compensation

Unfortunately, things will sometimes go wrong. We provide
compensation in three circumstances. If you:

  • are delayed by 30 minutes or more – this is called ‘Delay Repay’
  • book Passenger Assist and we don’t deliver on our promise
  • reserve a seat, but it’s not available and we can’t find you an
  • alternative – this is our ‘Seat Guarantee’.

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Measurements of performance and publication of results

We will measure our customer satisfaction and report the results to you, using our website and posters at our stations. We will use National Rail Passenger Survey, an independent external measurement, conducted twice a year by Passenger Focus, to complement our extensive internal audit programme.

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