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If you have any queries please contact us

Thank you for contacting FirstGroup.

If your email is about the new West Coast Partnership rail franchise, your email might be answered by one of the answers below. If your question is not covered, we will provide you with a specific response:

Q. I have bought a ticket through Virgin Trains to travel on or after 8 December when the new West Coast franchise starts.  Will my ticket be valid?

A. Yes. Your ticket will be valid to travel, and the terms and conditions will remain the same.

Q. I have a seat reservation which I have booked through Virgin Trains. Will it be valid once West Coast Partnership takes over the franchise on 8 December?

A. Yes, your seat reservation will be valid

Q. I would like to book a parking space at a Virgin Trains’ station car park from 8 December. How can I do this?

A. If you wish to reserve a space on or after 8 December, please go through the new West Coast Partnership website which will go live early on 8 December.

Q. Will on-board catering in First Class and in the on-board shop be different on 8 December when the franchise changes hands?

A.  No. The full range of food and drink in First Class and in the on-board shop will continue to be available from 8 December.

Q. I have bought an advance ticket and booked on a service.  Will the timetable be the same from 8 December?

A. Yes. The existing timetable will continue, and you will be able to travel as planned.

Q. Will you continue with the Virgin Traveller scheme?

A. The Traveller scheme will continue, and we will be writing to the scheme’s members soon with more details.

Q. When will the new West Coast Partnership website go live?

A. The website will go live in the early hours of 8 December. You will be able to buy tickets via the website or the new app from then and can continue to buy online from the Virgin Trains website until 8 December.

For more information about travel before 8 December, please visit Virgin Trains Customer Relations athttps://www.virgintrains.co.uk or call 0333 1031031