Following new research from Transport Focus, it was found that only 35 per cent of UK passengers who were eligible claimed compensation for their delayed journey.
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The survey's results show that overall passenger satisfaction has increased, but passengers in various regions across the UK are still suffering from less than optimal performance.
Following a successful pilot scheme in 2018, 250 more body worn cameras will be rolled out across the Virgin Trains network and will be used by station staff and on-board teams.
Virgin Trains now offer a digital version of every ticket, a development which now allows customers to purchase digital season tickets online.
New apps increase communication and provide real-time information for both customers and employees to give up-to-date information about delays.
From May 2021, Virgin plans to operate customer-focused services which will offer free Wi-Fi and entertainment, a seat guarantee, automatic compensation for delays, and the cheapest fares available.
Free Wi-Fi will now be available on Virgin's Pendolino fleet with on-board entertainment available for customers through the entertainment service BEAM.
A new report by Campaign for Better Transport stated the ‘transformative’ investment in the Virgin High Frequency (VHF) timetable has underpinned growth.
Virgin Trains has partnered with students to help develop virtual reality technology to aid training in health and safety for new recruits.
Virgin Trains is now ‘JAM card friendly’, which has been extremely successful in Northern Ireland with over 20,000 cards in circulation and 2,000 app users.
The Social Mobility Pledge commits employers and businesses to play their part ensuring everyone has the opportunity to reach their full potential.
This new service simplifies the process of booking travel assistance, whilst providing staff with more time to aid passengers with reduced mobility.
Virgin Trains is the first train operator to adopt this kind of training approach, and it is hoped passenger experience during football season will benefit greatly from it.
New tablet technology issued across the Virgin Trains network focuses on providing further support for all customers - improving the passenger experience.