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Virgin Trains to launch UK’s most advanced and customer-focussed train service

Press release   •   Jun 11, 2019 06:00 BST

  • New hourly services between London and Liverpool planned from May 2021
  • Services will offer free Wi-Fi and entertainment, plus a seat guarantee, automatic compensation for delays and at seat catering
  • Services will guarantee cheaper tickets for all passengers

Virgin Trains has applied to the rail regulator to run the UK’s most advanced, and customer-focussed, train service. The ‘open access’ application, which has been lodged with the Office of Rail and Road (ORR), would see a new hourly service through most of the day between Liverpool and London from May 2021.

The new services would be unique in the UK rail industry. Every ticket would be guaranteed to be at least 10% cheaper than equivalent tickets offered by rail competitors. Each ticket would also come with a seat reservation for a particular service, meaning everyone would be guaranteed a seat. The Virgin Trains service would be the only rail service in the UK to guarantee no overcrowding in normal operations. If there was disruption on the rail network and services were busier than normal, any passengers who couldn’t get a seat would get a full refund of their ticket.

Customers would also benefit from free Wi-Fi on all services, as well as free films and TV on board and an ‘at-seat’, on-demand catering service. And if trains were delayed, every passenger would get automatic ‘delay repay’ compensation without having to lodge a claim.

Phil Whittingham, Virgin Trains MD, said, “Virgin Trains has led the UK rail industry for twenty-two years. We’ve delivered faster and more frequent services, pioneered digital ticketing and shaken up the industry with initiatives such as scrapping the Friday evening peak. That’s why we top the independent customer satisfaction charts for long-distance franchises.

“But we want to go further. These new services will allow us to take the customer experience on the UK’s railways to the next level and show the rest of the industry how it can be done.”

The application to the rail regulator bids for 24 services per day between London Euston and Liverpool Lime Street. It is expected these services would also call at Lichfield, Tamworth, Nuneaton and Liverpool South Parkway.

This initiative is separate to Virgin Trains’ current West Coast operation. It is expected the new services will generate around £50m of revenue each year, and the partnership will involve Virgin, Stagecoach, SNCF and Alstom.

The announcement follows news that by the end of December, Virgin Trains will release an app which promises savings for rail passengers of around £1bn a year. The app will offer an Oyster-style fares cap which will work out the cheapest fare for a journey retrospectively, ensuring customers have the cheapest fare combination available. The app will also deliver a seamless split-ticketing function, automatically calculating if a cheaper combination of fares for one journey is available, without having to change train or purchase multiple paper tickets.

About Virgin Trains

Stagecoach and Virgin are working in partnership to operate the West Coast inter-city route under the Virgin Trains brand, revolutionising travel on one of the UK’s key rail arteries.

The network connects some of the nation’s most iconic destinations including Glasgow, Liverpool, Birmingham, Manchester and London.

Virgin Trains is committed to delivering a high speed, high frequency service, offering shorter journey times, more comfortable travel and excellent customer service. Customers consistently rate Virgin Trains ahead of other long-distance rail franchise operators in the National Rail Passenger Survey (NRPS) commissioned by industry watchdog, Transport Focus.

Virgin Trains has a proud record of challenging the status quo - from introducing tilting Pendolino trains, to a pioneering automated delay repay scheme, introducing the industry-leading onboard entertainment streaming service, BEAM, and becoming the first franchised rail operator to offer m-Tickets for all ticket types.

Virgin Trains operated the East Coast route between March 1, 2015 and June 24, 2018. In that time, we invested £75m to create a more personalised travel experience, including over £40m in the existing fleet. Customers have benefitted from 48 additional services between Edinburgh and London every week, and an extra 22 Saturday services between Leeds and London – a total of 1.74 million additional seats since May 2015.

Working together, the partnership railway of the public and private sectors has published a long-term plan, called In Partnership for Britain’s Prosperity, to change and improve Britain’s railway. The plan will secure almost £85bn of additional economic benefits to the country whilst enabling further investment and improvement, and contains four commitments which will see rail companies: strengthen our economic contribution to the country; improve customers’ satisfaction; boost the communities we serve; and, create more and better jobs in rail. For more information go to Britain Runs on Rail.

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Press Office: 0845 000 3333.