In this issue
Welcome!
One year on since the direct award
Our customer satisfaction score
HomingPin - an operator first!
Pendolino Coach G Conversion
Wi-Fi
Update: station improvements
OnBoard catering improvements
North Wales timetable improvements
Virgin Trains in the Community
People news
Useful links
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Contact us

Annabel Gaba 
Head of Public Affairs
Annabel.gaba@virgintrains.co.uk

Chris Hagyard
Franchise and Public Affairs Manager
chris.hagyard@virgintrains.co.uk

Richard Stanton 
Stakeholder Manager for the North West
Richard.stanton2@virgintrains.co.uk

Damien Henderson
Scottish Affairs Manager
Damien.henderson@virgintrains.co.uk 



For all press enquiries please contact us at press.desk@virgintrains.co.uk

This stakeholder update is sent on a quarterly basis. If you have any further questions or would like to request a briefing meeting then we would be happy to accommodate your request. 


One year on since the direct award

It has been a year since we were awarded a new franchise to run services on the West Coast Mainline, and we are really proud of what we have achieved so far!

We are continuing to progress on a number of exciting and innovative projects, while at the same time focussing on continually improving the personal customer service we deliver day in day out, and making the engagement with our customers as effective and enjoyable as we can. This newsletter will bring you up to date with progress. 

 

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Our customer satisfaction score
With Virgin Trains achieving a 90% overall satisfaction score in the most recent National Rail Passenger Survey, we are pleased that we are continuing to deliver a good service to our customers.
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HomingPin - an operator first!
We have launched a trial of an innovative new service, HomingPin, to help deal with lost property.
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Pendolino Coach G Conversion
The project to convert a First Class carriage to a Standard Class carriage on the 21 9-coach Pendolinos we operate is fully under way...
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Wi-Fi
All of our 56 Pendolinos and 20 Voyagers are now fitted with enhanced Wi-Fi.
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Update: station improvements
Our plans for improvements to our stations are progressing well...
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OnBoard catering improvements
We have carried out a refresh of our product range onboard The Shop, and we are shortly investing in new onboard catering equipment, such as standard trolleys and crockery.
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North Wales timetable improvements

The May timetable saw the introduction of an additional through service from London Euston to Holyhead on weekday mornings...

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Virgin Trains in the Community
It's been a great few months for our CSR team - we launched our 'ResponsibilityTrain' with Business in the Community (BITC) and have recently been shortlisted for the first ever Sustainable Development award at the National Rail Awards.
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People news
Graham Leech, currently Executive Director Commercial, has now taken on the new position of Group Commercial Director.
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