Rewards closed on 28 February 2015. We allowed members with Rewards points to continue redeeming them until 30 September 2015. As we have advised in a series of communications since the beginning of the year, any unused Rewards points expired on this date.
Can I still access the Rewards items I redeemed before the closure?
Yes, any valid Rewards items that you redeemed your points for will be accessible when you log in on our website. You will still be able to see your free tickets and any other items, along with their terms and conditions and expiry dates.
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. You'll still need a valid debit or credit card on hand, this is for security purposes. If you go for the Ticket on Departure option, you'll need the same credit or debit card to collect your tickets from the self-service machine.
How do I collect my Rewards tickets
Rewards is closed now, but if you still have outstanding Rewards free tickets, you can print them just like Self-Print tickets through My Account. If you choose to do this you'll need some personal ID information for the lead traveller for the booking.
If you chose 'Ticket on Departure', make sure you bring your 8 character alpha-numeric booking reference and the valid debit or credit card that you used to make the booking, to the station. With those items, you can collect your tickets from a ticket vending machine. We won't charge your card unless you included any additional items when you booked (like child tickets or London Travelcards).
I'm having trouble booking a journey using my free Rewards ticket or Nectar points. Who should I contact?
To start with, have a look at our guide to on how to book your tickets for a couple of pointers on where you might be going wrong. If you're still having trouble, don't hesitate to 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. Because your Rewards free ticket wasn’t paid for in the normal way, you can't claim compensation if your train is delayed or cancelled. But you can use it on the next available Virgin Trains East Coast train for that journey, so don’t pack your travel pillow away just yet.
The train I booked my Rewards free ticket on has been cancelled. What can I do?
Well the good news is you can use your free ticket on the next available Virgin Trains East Coast train for that journey, but we can't guarantee you a seat. We also can’t offer compensation for free tickets on delayed or cancelled trains. You can find out more about Rewards free tickets in the full terms and conditions.
I've not received Points for a booking I made. Where are they?
Rewards points haven't been issued since 28 February 2015 and stopped being worth anything on 30 September 2015.
I redeemed my Points against a free ticket but it hasn’t appeared in my account. Why?
Sign in to your account from the desktop version of our website. You'll see a box which tells you how many free tickets you have available to book. If you still have problems, get in touch with our customer services team.
You need to act soon though, as Rewards is now closed and the tickets will expire six months after you redeemed the points.
Where can I use tickets I buy with eVouchers or Nectar points?
You can use them for any Virgin Trains East Coast train. There has to be free tickets available for that journey, and you'll need to book at least seven days in advance on this site.
If you still have free tickets from the Rewards scheme you have six months from the date you redeemed your points to make a booking.
Why are there no seats available when I try to book a Rewards ticket?
It's probably because we've run out of free tickets for the journey you're trying to book. We only have a certain number of free tickets for each journey. They're allocated on a first-come-first-served basis, so you could 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, it also depends on the time of day. There are normally fewer at peak times and none at all at the really busy times of the year, such as Christmas and Easter. If you're still having no luck, double check 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
You're signed in to the site
Can I change my free Rewards tickets after I've booked them?
No. Once the booking's made, you can't change your travel plans. If you can't travel that day, you won't be able to get a refund on your ticket or your points.
How do I change my contact details?
Sign in on the desktop version of the website and at the top of the screen, click on My Account. You'll find everything you need to update your details there.
Can I use my Rewards benefits with other train companies?
No you can't. You're only able to use 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 use for virgintrainseastcoast.com is not valid, so you'll 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 run into any problems, get in touch with our web support team for help.
Can I book my free tickets by phone?
No, we're sorry to say. If you're booking a free ticket using all those Rewards Points, you have to do it at virgintrainseastcoast.com.
How do I use my Rewards eVouchers?
Follow the instructions 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 so points can't be collected anymore. As you read this, we're working on a solution to let Season Ticket holders collect Nectar points on their Virgin Trains East Coast bookings so watch this space.
How do I book my free train tickets?
Here's a handy guide:
You can either book straight away, or come back at a later date (it's got to be redeemed by 30 September 2015 - that's when Rewards is closed altogether and any outstanding Rewards points will disappear forever.). Please note - if you want to redeem your Rewards points for a Rewards ticket, you must do this by 30 September 2015. You have six months from the date of redeeming your points in which to use your Rewards tickets to make a Rewards booking.
Head over to virgintrainseastcoast.com, sign in and enter your journey details in the booking panel. Remember, you can't have more adult passengers than free tickets.
Any available free tickets for when you want to travel will show up as £0. If you’re also booking child tickets, you'll see one of the following prices - £5 for a Standard single and £10 for a First Class single. You can book up to three child tickets with every one adult free ticket.
When you've picked your tickets, just follow the usual booking process through to check out. Make sure you keep your booking confirmation safe as you’ll need it to pick up 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 account?
Just go to Sign In then enter your username (which is also your email address) and password. Easy.
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. Just double check that:
You're signed in to this site
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
It has been more than 6 months since you redeemed and so the tickets have expired.
In case you didn't know, free tickets won't show up if you're only searching for child tickets.
If the £0 option is there, but shaded grey, that means there aren't any free tickets left for the journey or dates you've selected.
By the way, the last day you could have redeemed points for an free ticket was 30 September 2015 when Rewards closed, and you have six months from the redemption date to book your journey.
What can I spend my Rewards Points on?
Even though rewards is now closed, you can still redeem your available points on any of our rewards until 30 September 2015, or transfer them into Nectar points. But not after that. They'll be worthless. For more info, 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 so you won't be able to earn points anymore. But don't worry if you still have Rewards points to spend, you have until 30 September 2015 to use them. Have a look at the full terms and conditions for more info.
Do I have to complete my Free ticket journeys before the expiry date shown when I redeemed my Points?
No, you only have to book the journey before the Free ticket expiry date. If you make the booking before the expiry date, you're good to go.
How do I join Virgin Trains East Coast Rewards?
Rewards closed on 28 February 2015 so we're sorry to say that points can no longer be collected. However, you can now earn Nectar points or Virgin Atlantic Flying Club miles. Click here for all the details.
Can I book for additional people when I'm booking a free Rewards train ticket?
Yes you can, as long as you've got enough free tickets in your account for everyone who's travelling. Just so you know, you can bring up to two children under the age of 5 for free on each adult free ticket, but you can't get seat reservations for the little ones. If you're taking kids 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're able to buy a maximum of 3 child tickets for every adult free ticket.
Can I get a refund for my Rewards ticket(s)?
Unfortunately not. Because you didn’t pay for them with cold hard cash (or a debit or credit card) the normal rules for refunds don’t apply.
Rewards no longer exists, but you can check the terms and conditions for any Rewards you have outstanding, and find out how to start earning Nectar points with your bookings instead, in the Earn rewards section.