Claim a Refund

It’s payback time

Compensation for cancelled or delayed trains

If your Virgin Trains East Coast train is cancelled and your ticket’s not been used, you can apply for a full refund, and no administration fee. What’s more, if you decided not to travel because you heard about the disruption to service, you can still claim. 

If you’ve got an Advance ticket and your train is cancelled or delayed by more than 60 minutes, we’ll make special arrangements for another train to take you, although we can’t guarantee you a seat. 

How to claim a refund for cancelled trains

Claim for Advance tickets bought on this site

If you want to apply for a refund for Advance tickets that you bought here on the site, you'll need to print out and complete our refund form. Then post the complete form and your tickets to:

Virgin Trains East Coast Web Support,

PO Box 6136,

Wolverhampton WV1 9RL

Telephone: 03457 225 111

Claim for tickets bought somewhere else

If you want to apply for a refund for a ticket that you bought at a station, or another outlet or website, you need to follow the claim up with them. Print out and complete our refund form, then post it to the place of purchase, along with your ticket. You need to do this within 28 days of the ticket’s expiry date.

Refunds if you can't travel

If you decide not to travel, you may be eligible for a refund. It all depends on the kind of ticket you purchased. To claim you need to return your unused ticket within 28 days of the expiry date.

The outbound half of a return ticket is only valid for a refund if you still have the return half unused.

To find out if you’re eligible, sign in to My Account, then select My Bookings and take a look at the terms and conditions.


How to claim if you can't travel

  1. Sign In to My Account
  2. Click My Bookings
  3. Select View against the ticket transaction that you want to refund
  4. Click the Refund button
  5. Tell us the reason for the refund request
  6. Click Submit request

If you still have the ticket(s) you want refunded, you need to return these with the form. We recommend that you use a guaranteed delivery service such as Royal Mail Special Delivery, since we can’t be held liable for any tickets that vanish en route. Unfortunately, we can’t refund you any costs for postage and packaging.

If you opted to collect your ticket via Ticket on Departure from a self-service ticket machine and haven’t collected your tickets yet, we can get on with processing your refund without them (as long as you want a refund for all the tickets in that booking).

The amount of the refund depends on the ticket you purchased, and the terms and conditions of that ticket.

Related FAQs

You might find these FAQs useful too

Can I get a refund for my Rewards ticket(s)?

How long will it take for my refund to be processed?

The train I booked my Rewards free ticket on has been cancelled. What can I do?