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Published on : Thursday, April 21, 2016
The judges awarded Virgin Trains ‘Project of the Year’ for its innovative-thinking that increases efficiency and improves passenger experience through new-look information screens at Euston. The screens display a pictogram, showing reservation levels in each carriage to indicate where customers without reservations are most likely to find a seat. If a train is cancelled, the screens also show information on subsequent departures for all calling points so passengers can find their next best option.
Virgin Trains was the first train company to introduce this initiative, which is part of a number of projects designed to make the boarding process at the station as smooth as possible.
Euston is the sixth busiest station in the UK with over 70 million users per year. Virgin Trains has nine departures an hour throughout the day from Euston with up to eleven in the evening peak.
Virgin Trains was also named runner-up in the ‘Product of the Year’ category for its Automatic Delay Repay system. A first for the industry, the system calculates the money due to a customer in the event of a delay and automatically pays the compensation directly onto the card they used for purchase.
John Sullivan, Chief Information Officer and Innovation at Virgin Trains, said: “Our customers are at the heart of everything we do and we strive to give them the best experience. At Virgin Trains, innovation is key to enhancing customer experience, so we’re proud to have been recognised for leading the way with initiatives that are helping to transform rail travel in the UK.”
Tags: Virgin Trains