Virgin Trains East Coast (GR)

29/01/2016 12:45:52
http://www.virgintrainseastcoast.com

Information last updated 24 July 2016 08:45

Company Information

Managing Director
David Horne 
Head Office
 
Phone
03457225333 
Address
Virgin Trains East Coast
East Coast House
25 Skeldergate, York
North Yorkshire
Y01 6DH
Email address
customers@virgintrainseastcoast.com  
Contact note
 
Network map
Download network map Virgin Trains East Coast map PDF

Support & information

Customer services
 
Primary Phone
03457225333
Address
Customer Relations
Freepost RSRJ-LJCX-GHST
Plymouth

PL4 6AB
Web address
Virgin Trains East Coast - Customer Services
Email address
customers@virgintrainseastcoast.com
Note

We welcome your feedback, suggestions and ideas to help us to make changes that can develop and grow our business.

Opening hours

Monday to Sunday - 07:00 - 22:00 

Lost Property
 
Phone
03457225333
Address
Customer Relations
Freepost RSRJ-LJCX-GHST
Plymouth

PL4 6AB
Web address
Virgin Trains East Coast - Lost Property
Note

If you lose something onboard or at one of our stations, we will do our best to return it to you. Please report your loss to one of our people as soon as you can at any of our stations, or contact our Customer Relations team. Any lost property will be handed in to the Station Management Centre at the nearest station and registered on a central database. After 24 hours the item will be sent to our central store at Newark North Gate. However, if it is handed in at London King’s Cross, Leeds or Edinburgh it will be stored at that station’s Lost Property office.

If your item is handed in you can collect it from the relevant station or, if you’re happy to cover the cost, we can post it to you instead.

Opening Hours

Monday to Sunday - 07:00 - 22:00

 

Assisted Travel
 
Phone
03457225225
Textphone number
1800103457225225 (For customers with hearing impairments)
Address
Virgin Trains East Coast
PO Box 465

PL1 9DD
Email address
assisted.travel@virgintrainseastcoast.com
Note

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.

All our stations are staffed and frontline staff are trained to assist mobility impaired, disabled and older passengers to get on and off trains - where they are able to.

We participate in the National Rail booking system,  Passenger Assist, which means we can book your entire train journey even if you change onto another operator’s trains and help with assisted travel where possible.

Our ‘Disabled People’s Protection Policy’ (DPPP) sets out our approach to meeting the requirements of the Department for Transport’s Code of Practice, ‘Train & Station Services for Disabled Passengers’ and describes the arrangements for implementing our Policy. Copies are available at our staffed stations or via our Assisted Travel Helpline, email address or website.

Opening Hours

Monday to Saturday - 08:00 - 20:00

Sunday - 10:00 - 20:00

 

Ticketing & Fares

Telesales

 

Phone
03457225333
Address
Virgin Trains East Coast
PO Box 465

PL1 9DD
Contact note

Tickets delivered by First Class Post if booked within 5 working days of travel.

Next Day Special Delivery available for a £5.45 fee.

Ticket on Departure available to all National ToD Issuing locations. 

Opening hours

Monday to Saturday - 08:00 - 20:00

Sunday - 10:00 - 20:00

Group Travel
 
Phone
03457225225
Fax
08457 225 222
Address
Virgin Trains East Coast
PO Box 465

PL1 9DD
Email address
group.travel@virgintrainseastcoast.com
Contact note

"If you are travelling in a group of 10 or more people we ask that you contact our Group Travel  team, who will be able to direct you to trains with sufficient seats for your group and also advise you on the best value for money ticket option as you may qualify for a group discount on your tickets as well.

First Class recorded for bookings between £0.00 - £999.99, and does require a signature

Next day Special Delivery on orders over £1,000 or you can choose Next Day Special Delivery at a charge of £6.15 or in line with up to date prices from Royal Mail "

Opening Hours

Monday-Friday 09:00-18:00

Business Travel
 
Phone
-
Textphone number
- (For customers with hearing impairments)
Seat reservations

Seat Reservations are free of charge on all East Coast Train services.

Seat Guarantee provides compensation to customers who have a seat reservation for a specific train journey and for whatever reason, cannot get a seat anywhere onboard that train. Full details can be founds at

http://www.virgintrainseastcoast.com/customer-service/seat-guarantee/

Penalty fares
Buying tickets on the train

We appreciate that sometimes you will not be able to buy a ticket at the station before you board, due to the ticket office being closed or self-service ticket machines not working. If this happens speak to our onboard staff, who will find out why the problem occurred and issue you with the cheapest available ticket for your journey.

If you board without a ticket where the ticket office was open and/or self-service ticket machines were working, you will be liable to purchase the Anytime Single or Return ticket to complete your journey.

On-board facilities

Engineering works

Service disruptions
Amended service between Doncaster and York from 22:00 on Saturday 15 October until 10:00 on Sunday 16 October
Amended service between Newcastle and Edinburgh on Saturday 15 and Sunday 16 October
Amended service between Stevenage and Biggleswade / Letchworth Garden City on Saturday 15 and Sunday 16 October
Amended service between Doncaster and York from 22:00 on Saturday 8 October until 10:00 on Sunday 9 October
Amended service between London Kings Cross and Peterborough / Cambridge from 22:45 on Saturday 8 and all day Sunday 9 October
Amended late night / early morning services between Doncaster and Newcastle on Saturday 8 and Sunday 9 October
Buses replace trains between Edinburgh and North Berwick / Newcastle on Saturday 8 October
Amended late night / early morning services between Doncaster and Newcastle on Saturday 1 and Sunday 2 October
No trains between Edinburgh and North Berwick / Morpeth on Saturday 1 October
Amended service to and from London Kings Cross from 22:00 on Saturday 1 and all day Sunday 2 October
Amended service between Newcastle and Edinburgh on Saturday 24 and Sunday 25 September
Amended service between Newcastle and Edinburgh on Saturday 17 and Sunday 18 September
Amended service between Edinburgh and Dundee on Saturday 10 and Sunday 11 September
Amended Virgin Trains East Coast services from 22:15 on Saturday 20 until 10:15 on Sunday 21 August
Amended service between York and Doncaster from 22.15 on Saturday 13 to 10.15 Sunday 14 August
Amended service between York and Newcastle from 22:00 on Sunday 7 to 06:00 Monday 8 August.
Reduced service at Wakefield Westgate on Saturday 6 and Sunday 7 August
Amended service in the Doncaster area from 21:00 Saturday 30 until 11:50 Sunday 31 July