The service introduction of the
Pendolino was repeatedly delayed, a fact which has been attributed to the poor project management and the collapse of infrastructure owner Railtrack. The fleet was introduced into passenger services from to Manchester Piccadilly on 23 July 2002 to coincide with the opening of the
2002 Commonwealth Games in Manchester. During the Games, they operated a daily return service between the two cities; however, it was not until 27 January 2003 that the first
Pendolino carried passengers between London Euston and Manchester Piccadilly. The
Rail Safety and Standards Board's inquiry into the incident identified a
software glitch in the wheel-slip protection (WSP) system whereby the train's friction brakes were inhibited at low speeds after prolonged coasting (such as that occurring on approach to a station). The units were limited to for a short period until modifications to the software were made. As a result of the smaller cabin dimensions necessitated by the tilting geometry, the higher floor needed to package the tilting mechanisms themselves, and the need to provide disabled toilets, the units have a lower
seating capacity than the nine-car Mark 2 and Mark 3 rakes that they replaced. The result has been severe overcrowding on some services, something that Virgin somewhat mitigated through the increased frequency of service, and with the increase to 11-car formations. The smaller size of the
Pendolino windows has attracted comment and, in fact, the window size is unprecedented for British railway rolling stock. The wider window pillars mean that in some standard class carriages, 22.5% of the seats are parallel with either no window or only a limited portion of one; however the roll-over strength of the bodyshell was commented on regarding the crashworthiness performance of the train in the RAIB Accident Report into the derailment at Grayrigg.
Grayrigg derailment On 23 February 2007, a faulty set of
points caused a Virgin Trains
Pendolino to
derail near
Grayrigg, in
Cumbria. The train, unit 390033, named
City of Glasgow, formed the 17:15 departure from London Euston bound for Glasgow Central. 115 people were on board, one of whom died from trauma suffered in the crash. The train's excellent
crashworthiness was credited with preventing more fatalities. The train was formally written off on 30 November 2007, owing to the prohibitive cost of repair against the price of a new unit; a driving car and carriage from the train were subsequently put into use for training purposes at the Virgin Trains Talent Academy in Crewe. Virgin Trains then leased a Class 90, Mk3 coaches and a
Driving Van Trailer, all painted in Virgin's new livery, and nicknamed the
Pretendolino by Alstom maintenance staff, as a temporary replacement for the written-off train. Occasionally, the name even appeared in official communications. Subsequently, the set was handed back to the leasing company.
Shap derailment On 3 November 2025, an Avanti West Coast
Pendolino derailed at after running into a landslide obstructing the line. The train, unit 390117, was operating the 04:27 to service. == Speed records ==