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Virgin Trains: ‘Customers love our trains and staff – now it’s Euston’s turn for a makeover’

Press Release   •   Jun 19, 2013 10:58 BST

The independent National Passenger Survey results released today (19 June) once again show Virgin Trains outperforming other long-distance franchises, with an overall satisfaction score of 92%. But the figures also reveal how Euston station (managed and owned by Network Rail), in desperate need of an upgrade, is dragging down customer satisfaction. Following the dramatic upgrades to other London terminals, Virgin Trains is now pressing for action to improve Euston. 

Virgin Trains, the West Coast operator, scores above the average for long-distance operators on every single factor relating to its train services. But it exceeds the average on only one factor relating to stations. With over 60% of its passengers using Euston the company now wants action to improve the experience of its customers passing through the station. It is in discussion with Network Rail, HS2 (which will also use the station in future) and the Department for Transport about making significant changes.

To view the main Passenger Focus report click here; to view overall satisfaction results for each train operator click here.

Commenting on the results Tony Collins, Virgin Trains Chief Executive Officer, said:

“Once again our customers have applauded the service we provide, and I thank them for that. We’re pleased to have the highest satisfaction rating of any long-distance franchise. But when I look closely at the figures I’m worried because customers’ experience of using our trains is not matched by their experience of using the stations we serve.

“We have made improvements at stations we operate, but a huge proportion of our customers use Euston, and it’s now time to improve the environment at the station. We’ve seen the dramatic effect on satisfaction scores that the upgrade at King’s Cross has had recently. We want some of that for our customers too – and they can’t wait till a new HS2 station is built.”   

For further media information, contact the Virgin Trains Press Office on: 0845 000 3333.

Notes for editors

Virgin Trains serves 41 stations, all owned by Network Rail. Of these Virgin Trains manages 17 small and medium-sized stations. Major stations it serves are managed by Network Rail: Birmingham New Street, Glasgow Central, Edinburgh Waverley, Liverpool Lime Street, London Euston, Manchester Piccadilly.

The National Passenger Survey is published twice a year by independent watchdog Passenger Focus. Full results can be viewed here:

http://www.passengerfocus.org.uk/research/national-passenger-survey-introduction


Passenger Focus, National Passenger Survey, Spring 2013 results

 Virgin Trains ahead of the long-distance average?

Long- distance average

Virgin Trains

Overall satisfaction

Yes

87

92

Overall train satisfaction

Yes

86

93

Overall station satisfaction

No

81

79

Train – the frequency of trains on the route

Yes

85

90

Train – punctuality and reliability

Yes

83

87

Train – journey time (speed)

Yes

89

93

Train – connections with other train services

Yes

80

87

Train – value for money for price of ticket

Yes

54

61

Train – upkeep and repair

Yes

85

91

Train – provision of information during journey

Yes

80

88

Train – helpfulness and attitude of on train staff

Yes

81

84

Train – space for luggage

Yes

58

62

Train – toilet facilities

Yes

52

60

Train – room for passengers

Yes

74

83

Train – comfort of seating area

Yes

81

86

Train – ease of getting on and off

Yes

85

91

Train – personal security while on board

Yes

86

89

Train – cleanliness of the inside

Yes

84

90

Train – cleanliness of the outside

Yes

78

87

Train – availability of staff

Yes

67

71

Train – how well train company dealt with delays

Yes

57

64

Station – ticket buying facilities

No

83

83

Station – provision of information on train times

No

87

87

Station – upkeep and repair of buildings

No

75

72

Station – cleanliness

No

79

75

Station – facilities and services

No

68

67

Station – attitudes and helpfulness of staff

No

78

77

Station – connections with other public transport

Yes

78

84

Station – facilities for car parking

No

57

51

Station – the overall environment

No

73

70

Station –  personal security whilst using station

No

76

74

Station – the availability of staff

No

66

63

Station - provision of shelter facilities

No

69

69

Station – availability of seating

No

50

43

Station – how requests to staff were handled

No

89

88


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