Head Office
East Coast Main Line Company Ltd.
Friars Bridge Court,
41- 45 Blackfriars Road,
London  SE1 8NZ
Customer Service
Phone: 03457 225 333 (general)
Phone: 03457 225 111 (technical)
Phone: 08457 48 49 50 (National Rail Enquiries)
Phone: 03457 225 225 (Assisted Travel)
Email: customers@virgintrainseastcoast.com
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About Virgin Trains East Coast
Virgin Trains East Coast is a train operating company owned and managed by the Stagecoach Group and Virgin. It operates on the East Coast Main Line, covering London, Peterborough, the East Midlands, Leeds, York, Newcastle, Edinburgh, Aberdeen, Inverness, Glasgow, among others. In total, it operates close to 155 services each day, with a fleet of 44 trains (30 electric and 14 High Speed Trains). Annually, it serves over 20 million passengers. Headquartered in York, Virgin Trains East Coast employs some 2,800 people.
Use the Timetables available online to search and book your tickets. You also can view live departures and arrivals. Tickets can be booked on the website as well as mobile app. In addition to that, you can also conveniently print your tickets at the ticket vending machines at stations. To view or download your ticket, simply access the My Account section on the website. The Self-Print tickets are sent along with payment confirmation to registered email.
The different types of tickets found include Advance tickets, Off-peak tickets, Anytime tickets and Season tickets. After a ticket has been purchased, if you intend to make changes to your journey, a small administration fee will be charged. As for refunds, only fares that have no restrictions and permit refunds can be claimed. And if your Virgin Trains East Coast train is cancelled, you can apply for a full refund. Refunds for unused tickets must be claimed within 28 days of the expiry date.
First Class travellers enjoy lounge access, free WiFi, comfortable seats, extra legroom space and a full dining service. Get season tickets or Railcards to save on your travel. Virgin Trains accept 5 types of Railcard: Two Together, 16-25, Family & Friends, Senior and Disabled Persons Railcards.
Travellers with restricted mobility or needing wheelchair assistance can request for staff assistance in advance. You must inform the Assisted Travel team at least 24 hours before your journey. If you are a frequent traveller, register for Nectar or Virgin Atlantic Flying Club to collect and redeem points on every trip. For more information or queries on payment, refund, cancellation, smartcards, or others, reach the Virgin Trains East Coast customer service.
