Virgin Trains has announced a £50 million (EUR 63.4M) investment into customer experience after customers asked for enhanced waiting areas and pre-boarding assistance.
Customers were asked to name their top priorities for an ‘ideal customer experience’ from booking a journey and on-board experience through to arrival. One of the top priorities was being reward for loyalty, with 84% saying that they would like this.
“We don’t just want to meet customer expectations, we want to exceed them,” Virgin founder Richard Branson said. “And that’s why we’re committing to go further than any other train operator, to create an unparalleled on-board experience for our customers. Our customers told us what would make their journeys with us even better and we listened.”
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