Took far to long to sort out. Some passengers on 9M60 standing at Preston were aware of the problem about 15 mins before it was announced on the train as an incident. Why did they not decide to divert it via Manchester at that point instead of waiting another hour. Why did they forget to tell passengers for Wolves and Birmingham, until man walked through train around Manchester, that after Crewe the train would go direct to Euston stopping at Stafford to let them off. Why were the announcements dead quiet and hardly audible when a man spoke, but deafening when a woman did. Rather a lot of headless Chickens in Virgin Trains uniforms at Preston, but when needed info the birds had flown. Trying make a delay repay claim today but Virgin website will not accept my Stations, (not listed in drop down box as non virgin ones). Complained about this 3 times in past, each time they say they will fix it, obviously just more misinformation to shut the customer up. Writing strong letter to Virgin, and Ombudsman. Why is our railway so usesless?