If you win an upgrade on Virgin Trains and your trip is delayed or cancelled you may still be able to use your upgrade.
Our agreement with Virgin Trains is that if the Virgin Trains train on which you have purchased an upgrade is cancelled or delayed by more than 60 minutes, special arrangements will be made to accommodate you on the next available Virgin Trains train. You will need to contact your travel provider directly if you need further information on this. Contact information can be found in our ‘Need more help’ article here.
If your trip is delayed by 30 minutes or more you will need to submit a delay repay form on Virgin Trainswebsite and ensure that you include a picture of your Seatfrog upgrade confirmation email.
If your trip qualifies for the Automatic Delay Repay your Standard Advance ticket fair will be refunded automatically by Virgin Trains, but you will still need to submit your Seatfrog upgrade confirmation email via the delay repay form.