Refunds and compensation

If things didn’t quite work out with your journey this time, we may be able to sort out compensation. Just take a look at what you need to do below. 

Compensation for cancelled or delayed trains

If your Virgin Trains East Coast train is cancelled and your ticket’s unused you can apply for a full refund with no administration fee. This includes occasions where you decide not to travel because of the service disruption.

If you bought 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 wish to apply for a refund for Advance tickets purchased online with us, please print out and complete our refund form. Then return it and your tickets by post 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 wish to apply for a refund for a ticket purchased at a station or other outlet or website, please print out and complete our refund form. Then return it to the place of purchase, along with your ticket, within 28 days of the ticket’s expiry date.

Compensation if you can't travel

Even if you just decide not to travel, you may be eligible for compensation depending on the ticket you purchased. To claim your compensation you will need to return your unused ticket within 28 days of expiry.

The outward half of a return ticket is only valid, and only has any compensation value, if the unused return half is held.

To find out if you’re eligible, check the terms and conditions of your ticket. You can find these by signing in to My Account, and selecting My Bookings.


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 wish to refund
  4. Click the Refund button
  5. Tell us the reason for the refund request
  6. Click Submit request

If you are in possession of the ticket(s) for which you require compensation, you must return these with the form which will be presented as part of this process. Unfortunately, your compensation can’t be processed until we are in receipt of the ticket(s). We advise you to send your ticket(s) back via a guaranteed delivery service such as Royal Mail Special Delivery available at any Post Office, as we cannot be held liable for any tickets lost in transit. We regret that the postage and packaging costs cannot be compensated.

If you selected to collect your ticket via Ticket on Departure from a self-service ticket machine and have not collected your tickets, we will process your compensation request without you having to collect the tickets, provided you wish to refund all the tickets in that booking.

The amount of compensation that you are due will depend on the ticket purchased and the terms and conditions of that ticket.

Related FAQs

You might find these FAQs useful too

How long will it take for my compensation claim to be processed?

To be safe, you should allow 1-2 weeks in total. We process all compensation requests within 7-10 days from either receipt of your tickets (for posted tickets), or from submitting your compensation claim online (for tickets you were collecting at the station). Once your compensation's been processed, it can take a further 5 days for the money to appear in your account. All compensation will be credited back to the same account that was used to buy the tickets.

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

You can use your free ticket on the next available Virgin Trains East Coast train for your journey, but unfortunately we can't guarantee you a seat, or offer compensation for free tickets on delayed or cancelled trains. See the full terms and conditions for more details.