Please note that this site does not support Internet Explorer versions 7 or 8.
Graphs will not appear, and other elements on the page may be displayed incorrectly.
If you are using IE 9 or later, make sure you turn off "Compatibility View".
Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Virgin Trains.
|Overall, how satisfied were passengers with the journey?||92%||92%||91%||90%||90%||89%||91%||92%||90%||92%|
|How satisfied were passengers with train punctuality and reliability?||90%||87%||87%||86%||86%||83%||90%||87%||89%||88%|
|How good was the cleanliness of the inside of the trains?||90%||90%||88%||89%||87%||87%||87%||89%||86%||90%|
|How satisfied were passengers with the value for money of the price of their ticket?||60%||61%||60%||61%||68%||65%||63%||62%||63%||64%|
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 99 complaint appeals in 2015 about Virgin Trains.
Using this graph you can explore the appeals to Virgin Trains.
We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.
|Train service performance||77||38||75||47||33||30||27||89||6|
|Fares, retailing and refunds||181||179||228||86||44||32||25||129||18|
|Quality on train||47||59||65||37||13||17||21||64||10|
|Staff conduct and availability||71||64||87||42||25||12||15||59||1|
Complaint appeals relating to:
|Complaints handling||61||This is down 2% on the previous year|
|Train service performance||27||This is down 10% on the previous year|
|Fares, retailing and refunds||25||This is down 22% on the previous year|
|Quality on train||21||This is up 24% on the previous year|
|Staff conduct and availability||15||This is up 25% on the previous year|