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Will I be charged when I collect my free tickets?

No, they're free! You'll only be charged if you're also buying additional tickets. But you'll still need a valid debit or credit card for security purposes. And you'll need your credit or debit card to collect your tickets from the self-service machine, if you've gone for Ticket on Departure.

How do I collect my Rewards tickets

Rewards tickets can be printed just like Self-Print tickets. If you choose to do this you'll need some personal ID information for the lead traveller when you book. If you choose 'Ticket on Departure', you'll need bring your eight-character alpha-numeric booking reference and a valid debit or credit card to the station. You can then collect your tickets from a ticket vending machine by inserting your card and entering the reference number on the screen. Your card won't be charged unless you included additional items (for instance, child tickets or London Travelcards) when you booked.

I'm having trouble booking a Free ticket. Who should I contact?

In the first instance, take a look at our guide to on how to book your tickets for pointers on where you might be going wrong. If you're still having trouble, get in touch with our web support team via the Contact Us page, or call them on 03457 225 111. The lines are open seven days a week Mon – Sat, 8am – 8pm (including bank holidays), and Sun 10am – 8pm.

The train journey I took with my Rewards free ticket was delayed or cancelled. Can I claim compensation?

Unfortunately not. If you're travelling on a Rewards free ticket, you can't claim compensation for delayed or cancelled trains.

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.

I've not received Points for a booking I made. Where are they?

Rewards closed on 28 February 2015 therefore points can no longer be collected. However, you can now earn Nectar points or Virgin Atlantic Flying Club miles. Please click here to find out more – go to /rewards

I redeemed my Points against a free ticket but it hasn’t appeared in my account. Why?

Simply sign in to your Rewards account from the desktop version of our website. You'll see a box which says how many free tickets you have available to book.

Where can I use my free Rewards tickets?

You can use your Rewards tickets on any Virgin Trains East Coast train, as long as there are free tickets available for that journey, and you're making your booking at least seven days in advance at Please note – you must have made your booking by 30 September 2015.

Why are there no seats available when I try to book a Rewards ticket?

It's probably because there are no free tickets available for the journey you're trying to book. There are only a certain number of free tickets for each journey. We allocate them on a first-come-first-served basis, so try changing the time or the date you want to travel to find a journey which still has free tickets available. The number of free seats varies from train to train, and also depends on the time of day. There are generally fewer at peak times and none at all at particularly busy times of the year, such as Christmas and Easter. If you're still having no luck, it's also worth checking that:

  • You’re booking your journey at least 7 days in advance
  • You’re choosing stations that are served by Virgin Trains East Coast
  • You have enough vouchers to cover the booking

Can I change my free Rewards tickets after I've booked them?

No. Once you've made your booking you can't change your travel plans. If you end up not travelling for some reason, you can't get a refund on your ticket or your Points.

How do I change my Rewards contact details?

Sign in on the desktop version of the website then click on 'My Account' at the top of the screen. There you'll find everything you need to update your details.

Can I use my Rewards benefits with other train companies?

No you can't. You can only use your Rewards benefits with Virgin Trains East Coast.

I have got a message to say my account is on hold. What does this mean?

It probably means that for some reason, the email address you registered at is not valid, so you need to change it. Sign in on the desktop version of the website then click on My Account at the top of the screen. There you'll find everything you need to update your details. If you have any difficulty, contact our web support team for help.

Can I book my free tickets by phone?

Unfortunately not. If you're booking a free ticket using your Rewards Points, you have to do it at

How do I use my Rewards eVouchers?

There's a step by step guide in the Rewards section of the site.

I buy a Season Ticket, which you can't buy online. Can I still earn Rewards Points?

Rewards closed on 28 February 2015 therefore points can no longer be collected. We are working on a solution to enable Season Ticket holders to collect Nectar points for their Virgin Trains East Coast bookings.

How do I book my free train tickets?

After you have redeemed your free Rewards ticket:

  1. You can either book immediately, or come back at a later date (but must be by 30 September 2015).
  2. Visit, sign in and enter your journey details in the booking panel. Remember, the number of adult passengers can’t exceed the number of free tickets.
  3. Any available free tickets for your chosen journey time will show as £0. If you’re also booking child tickets, the price will be displayed - £5 for a Standard single and £10 for a First Class single. You can book up to three child tickets for every one adult free ticket.
  4. Once you’ve selected your tickets, follow the usual booking process through to check out. Remember to keep your booking confirmation safe as you’ll need it to collect your tickets.

What are the conditions of Rewards membership?

Our Rewards scheme is open to anyone who buys a ticket on our website, and it's free to join. One of the main conditions is that you opt in to receive marketing material from Virgin Trains East Coast. If you opt out, you won't be able to sign up to the Rewards scheme. Take a look at the full terms and conditions for more information.

How do I log in to my Virgin Trains East Coast Rewards account?

Assuming you've already registered as a Rewards member, simply visit the Rewards page on our website and click 'Sign In'. Once you've signed in, you can access your Rewards account summary in My Rewards. This is where you can see how many Points you have and redeem them on some of the fantastic money-saving deals and special offers available.

My Rewards free train ticket is showing on my Rewards account page as available to book, but when I go to book I can't see a £0 ticket among the ticket options?

Sorry about that. Have you checked:

  • You're signed in at
  • You are booking at least 7 days in advance
  • You have sufficient free Rewards tickets in your account
  • You've chosen stations served by Virgin Trains East Coast
  • Remember, free tickets won't show up if you're only searching for child tickets. Or it could just be that there aren't any free tickets available for the journey or dates you've selected. If that's the case, the £0 voucher will be shaded grey.

What can I spend my Rewards Points on?

Rewards is now closed however, you can redeem your available points on any of our rewards until 30 September 2015. Rewards include Virgin Trains East Coast tickets, wine, M&S codes and more.  For more information, please click here.

I have redeemed my Points for the wrong voucher and I would like to start this process again. Is there anything I can do?

Unfortunately, that's not possible. Once a reward has been chosen and redeemed, it can't be changed.

How do you earn Rewards Points?

Rewards is now closed however, if you have Rewards points available, you have until 30 September 2015 to redeem them. Take a look at the full terms and conditions for more information

Do I have to complete my Free ticket journeys before the expiry date shown when I redeemed my Points?

No, the Free ticket expiry date is the date by which you need to book your travel. As long as you make the booking before the expiry date, your tickets will be valid.

How do I join Virgin Trains East Coast Rewards?

Rewards closed on 28 February 2015 therefore points can no longer be collected. However, you can now earn Nectar points or Virgin Atlantic Flying Club miles. Please click here to find out more.

Can I book for additional people when I'm booking a free Rewards train ticket?

Yes you can, as long as you have enough free tickets in your account for all the people travelling. Additionally, up to two children under the age of 5 can travel free on each adult free ticket, but they won't be able to request seat reservations. If you're taking children over the age of 5, you'll need to buy a child ticket. These cost £5 for a Standard single ticket or £10 for a First Class single ticket. You can buy a maximum of 3 child tickets for every adult free ticket.

Can I earn Rewards Points on all my trips?

Yes you can, as long as the trip was booked on our website at Except for some Virgin Trains East Coast tickets, you'll usually need to spend a minimum of £22 in a single transaction to qualify for Points.