Not paying back money for cancelled or delayed journeys. I travel 3-4 times a week and theres constant delays and they never compensate me. I have tried many times,sent them copies of payments,screenshots of tickets and never gotten a penny back! Absolutely disgusting service!!will use only West Midlands trains now on,at least they compensate when theres been delays/ cancellations. Oh and theres no AC on virgin trains. It feels like you sitting in oven. Awful