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.

We recommend upgrading to the latest Internet Explorer, Google Chrome, or Firefox.

If you are using IE 9 or later, make sure you turn off "Compatibility View".

Virgin Trains satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Virgin Trains.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
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%

To access more detailed data on each satisfaction measure, choose a question:

Virgin Trains complaints data

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.

Top five reasons for complaint appeals in 2015

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.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 124 129 202 112 81 62 61 182 77
Train service performance 77 38 75 47 33 30 27 89 26
Fares, retailing and refunds 181 179 228 86 44 32 25 129 57
Quality on train 47 59 65 37 13 17 21 65 31
Staff conduct and availability 71 64 87 42 25 12 15 59 25

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