LONDON - Virgin Trains today welcomed news that more and more customers are satisfied with their journeys, but admitted “Our performance is not good enough yet”.
Latest figures from the National Passenger Survey for Spring 2009 show that Virgin Trains has increased to 86per cent the overall satisfaction score from its customers, from 85per cent in 2008.
In 16 out of 18 ‘train factors’ categories, customers marked Virgin Trains above the average for long distance operators. Virgin Trains saw a huge rise in satisfaction on the amount of room on-board and scheduled journey times, following the introduction of a new timetable this year with 30per cent more trains.(see notes)
But on punctuality, Virgin Trains fell behind the national average, as customers voiced frustration at delays caused by infrastructure problems on the West Coast Mainline. Just 79 per cent of customers were satisfied, compared to 85per cent in Spring 2008.
Tony Collins, Virgin Trains Chief Executive, said: “We are very pleased that so many customers have voiced greater satisfaction over many areas of our business, such as value for money, room on board and the amount of luggage space, and quality of toilet facilities. And the overall satisfaction score is a great tribute to our staff.
“But punctuality is fundamental, and we have not delivered that in recent months because of the continuing track problems. We have made clear to Network Rail that this needs to improve and we are pleased that the Office of Rail Regulation last week published a plan of work for Network Rail to improve the quality of infrastructure.
“Only when those improvements are in place will we at Virgin Trains share the growing satisfaction of our customers.”
Notes
The National Passenger Survey is carried out across all train operators each Spring and Autumn by Passenger Focus, and more than 25,000 customers are asked their opinions.
Out of 18 ‘train factor’ categories, Virgin Trains was above the long distance average in 16, and its scores rose from 87 per cent satisfaction to 92 per cent on the length of time the journey is scheduled to take, and from 66 per cent to 77 per cent on having sufficient room on board.
Notes to Editors
The National Passenger Survey is carried out across all train operators each Spring and Autumn by Passenger Focus, and more that 25,000 customers are asked their opinions.
Out of 18 ‘train factor’ categories, Virgin Trains was above the long distance average in 16, abd its scores rose from 87 per cent satisfaction to 92 per cent on the length of time the journey is scheduled
Virgin Trains Media Information
Images of Virgin Trains and the company’s operations are available on our online media website www.virgintrainsmediaroom.com. You will need to register to access the Media Resources section containing high-resolution images of our operations.
Virgin Trains is the brand name of Virgin Rail Group. We have operated the West Coast passenger train franchise since 1997; the current franchise runs to March 2012.
Virgin Rail Group is owned 51 percent by Virgin Group and 49 percent by Stagecoach.
Virgin Trains has been listed as the Best Train Operator in a survey by the Institute of Customer Service and has been voted Best Rail Company by Travel Weekly magazine and Best UK Domestic Train Service by Business Traveller magazine.
Source: Virgin Trains
For Media Enquires: +44-(0)845-000-3333
Related Press Releases
Cheaper Virgin Trains-Only Fares Available on Even More Services in the North WestAugust 11th, 2009 LONDON -
- Cheaper Train Fares are now Available Between Stockport and Macclesfield/Stoke-on-Trent/Crewe and Between Macclesfield and Stoke-on-Trent
Virgin Trains is extending the availability of its cheaper Virgin Trains-only fares to include journeys between Stockport and Macclesfield/Stoke-on-Trent/Crewe and between Macclesfield and Stoke-on-Trent. The price bonanza is part of a package to offer cheaper rail travel on key shorter-distance journeys.
Cheaper Virgin Trains-Only Fares Now Available on Even More Services in the West MidlandsAugust 11th, 2009 LONDON - Virgin Trains is extending its range of cheaper Virgin Trains-only fares and slashing the cost of rail travel between:
- Coventry and Birmingham International/Birmingham Stations/Wolverhampton - Birmingham International and Birmingham Stations/Wolverhampton - Birmingham Stations and Wolverhampton. The price reduction is part of a package to offer cheaper rail travel on key shorter-distance journeys.
More Great Deals Available on Virgin Trains' Liverpool RouteAugust 11th, 2009 LONDON -
- Cheaper Fares Now Available Between Liverpool and Runcorn
Virgin Trains is extending the availability of its cheaper Virgin Trains-only fares to include journeys between Liverpool and Runcorn. This great offer is part of a package to offer cheaper rail travel on key shorter-distance journeys.
Carnegie Challenge Cup Final 29 August: Warrington Wolves vs. Huddersfield GiantsAugust 9th, 2009 LONDON -
ATTN: North West Media
Rugby League fans intending to support Warrington Wolves at Wembley on Saturday 29 August are advised not to travel to the game with Virgin Trains. Network Rail will be carrying out work in the Crewe and Rugby areas and rail journeys between the north-west and London Euston will be severely disrupted in both directions on Saturday 29, Sunday 30, and the morning of Monday 31 August.
Branson Calls on Government to Re-Let East Coast Franchise as Soon as PossibleJune 30th, 2009 LONDON - Commenting on the Government's decision to take the East Coast franchise in to temporary public ownership, Sir Richard Branson, founder of Virgin Group said: "Should the East Coast franchise go into default, the Government has made the right decision to take it back. If you bid for a car, a painting or a house and can't pay for it, it always reverts back to the under-bidder or the owner.
Rubens Barrichello Makes a Wembley Pit Stop!June 16th, 2009 LONDON - With Photos
Formula 1 driver Rubens Barrichello made a pit stop with a difference today. He was onboard a Virgin Pendolino train to launch Alstom's new pit stop approach to train maintenance at Wembley depot in North London.
Virgin Trains Welcomes Office of Rail Regulation Action on Poor Network Rail PerformanceJune 2nd, 2009 LONDON - We welcome Network Rail and the Office of Rail Regulation's acknowledgement of the unsatisfactory performance on the West Coast Main Line, which is vindication of the warnings we have given both organisations over the last three years. We are disappointed that NR have spent GBP9 billion on the "upgrade" to deliver the worst performing route on the rail network today.
Airlines Driven Out of Skies by Virgin Trains' High Frequency ServiceMay 31st, 2009 LONDON - The Manchester to London rail route continues to flourish with journeys increasing by 12.6% over the last six months despite the recession. Increasingly passengers are choosing rail over air for their journeys between two of the country's biggest commercial hubs.
Virgin Trains Will Run Extra Trains for Football Fans Travelling Back From the Champions League Semi-FinalsApril 16th, 2009 LONDON - Virgin Trains will be running additional late evening trains to get fans home after the Champions League Semi-Final football matches between Manchester United and Arsenal. There will be one extra train after each of the two matches.
Virgin Trains Will Run Extra Trains for Football Fans Travelling to the FA Cup Semi-FinalMarch 25th, 2009 LONDON - Virgin Trains will be providing nearly 3,000 extra seats for Manchester
United and Everton fans travelling to and from London for the FA Cup
Semi-Final. The company will be running six extra trains on Sunday 19 April.
Related News
Richard Branson draws criticism for dressing up as a cleanerMay 6th, 2009 LONDON - British billionaire businessman Richard Branson has incurred the wrath of trade union leaders by dressing up as a station cleaner in a TV commercial promoting his Virgin Trains network. Branson, who also owns the Virgin Atlantic airline, appeared in the ad wearing an orange fluorescent jacket, his forearms covered in fake tattoos and some of his front teeth blacked out, as he drives a refuse cart through the main train station in Glasgow, Scotland.
Train driver faces dismissal after sex act at the wheel allegationsJuly 18th, 2009 LONDON - A Brit train driver may lose his job following claims that he pleasured himself at the controls of a 125mph locomotive. The driver has been accused of ogling porn and performing a sex act while operating on one of the country's busiest lines, and a colleague allegedly wandered into his cabin mid-journey and spotted that his privates were exposed.
Virgin America wants feds to close case challenging its US citizenship statusSeptember 3rd, 2009 Virgin America wants case ended on its citizenshipATLANTA — Privately held air carrier Virgin America is asking the Department of Transportation to deny Alaska Airlines' repeated challenges to its U.S. citizenship status and close the case.
Virgin America, TuVox extend relationship through 2012August 31st, 2009 Virgin America, TuVox extend dealBURLINGAME, Calif. — Privately held air carrier Virgin America has renewed its partnership for three years with a company that provides call routing and voice self-service applications.
Richard Branson loses legal battle over 'virgin' trademarkJuly 28th, 2009 LONDON - Brit industrialist Sir Richard Branson has lost the sole use of the word 'virgin' in branding, after a court ruling on July 27. The court ruled in favour of South African company Bodtrade, which was granted a trademark to use the phrase: "You can't be a virgin all your life, it's time", reports the Sun.
Swayze in good spirits as he trains for TV show 'The Beast'March 19th, 2009 WASHINGTON - Cancer-stricken Patrick Swayze is said to be in good spirits as he trains for the second season of his TV show 'The Beast'. Swayze, 56, had been pictured looking frail and gaunt, and so he asked his 'Ghost' co-star Whoopi Goldberg to dispel notions of him being near death.
Sprint Nextel will acquire Virgin Mobile USA at $5.50 per share; Sprint values deal at $483MJuly 28th, 2009 Sprint Nextel to buy Virgin Mobile USAOVERLAND PARK, Kan. — Telecommunications company Sprint Nextel Corp.
What is there for the common man in the rail budgetJuly 3rd, 2009 NEW DELHI - It has been dubbed a populist budget by critics but the rail budget presented Friday by Railways Minister Mamata Banerjee has enough goodies targeted at the ordinary rail traveller:
- No increase in fares
- New 'izzat' scheme for poor to travel up to 100 km for Rs.25
- Low-cost, air-conditioned 'yuva trains' for youth at Rs.299-Rs.399
- New scheme for good quality food at affordable prices
- Special Trains to ferry perishable farm produce, rural craft
- Promise of clean toilets, potable water at stations, trains
- Tatkal scheme made more passenger-friendly, service charge cut to Rs.100
- New scheme for poor passengers to travel with 'dignity'
- A doctor at your service in every long-distance train
- 50 stations to be upgraded into world class facilities
- 12 new non-stop trains between key stations
Virgin Group chairman hopes to have spaceship ready in time to take parents for a rideJuly 27th, 2009 Virgin chairman wants to take parents into spaceOSHKOSH, Wis. — Virgin Group's billionaire chairman Richard Branson says he hopes to have a spaceship ready in time to take his 92-year-old father and 89-year-old mother into space with him.
Church members in US Virgin Islands fight back, hold gun-toting robber until police arriveSeptember 13th, 2009 Virgin Islands churchgoers grab gun-toting robberCHRISTIANSTED, U.S. Virgin Islands — Members of a church congregation in the U.S.
