We remain focused on what all our passengers want by monitoring and catering to evolving travel patterns and demand. To improve customer experience, we invest in measures informed by customer insight. 

• Back in June, we welcomed the completion of the 56th and last refurbished Pendolino. Our £117m refurbishment programme - the UK’s biggest ever fleet upgrade - has returned the whole Pendolino fleet to an ‘as new’ condition, with new seats, better lighting, more luggage space and more accessible spaces. Alstom’s Widnes facility has delivered 574 refurbished carriages in just over two years, at a rate of one completed train every two weeks.
• Alongside our Pendolinos, our new fleet of Hitachi trains will provide more space, more reliable Wi-Fi, wireless charging, and real-time customer information, whilst delivering a 68.6% cut in carbon. The trains were named Evero after consultation with our people and stakeholders. The EV comes from Electric Vehicle, one of the main benefits of the fleet is its electric and bi-mode capability, and Vero is True in Italian, or eVero. The 23-strong fleet consists of 10 seven-carriage electric trains (Class 807) and 13 five-carriage bi-modes (Class 805). They will initially serve routes from London to the Midlands, Chester, North Wales and then in the North West. 
• Our loyalty programme Club Avanti recently won two accolades at the International Loyalty Awards and Marketing Society Awards. The programme provides customers with great value for money and encourages them to choose the train over other modes of transport. 
• Our Superfare has also been recognised, winning the “Passenger experience” category at this year’s Railway Innovation Awards. We’ve now expanded Superfare to more routes, enabling more customers to book a journey for a morning, afternoon, or evening on a specific date at a cheaper fare, matching passengers to an empty seat on a quieter train.