Virgin Trains is best in Class

Virgin Trains has once again topped the performance league among companies operating long-distance rail franchisees.

The rail watchdog Passenger Focus carries out large-scale independent research across the industry twice a year. Continuing an upward trend, 90% of Virgin Trains passengers were ’satisfied’ or ‘very satisfied’ with the overall service they received. This is the highest score any long-distance franchisee has achieved in the last nine surveys, and matches a table-topping 90% in the last survey.

On the other key marker of ‘Value for Money’ Virgin Trains extended the lead it has held for eight of the last nine surveys, topping the table with 65%, a full five percentage points ahead of the nearest long-distance franchisee.

Virgin Trains’ Chief Executive Officer Tony Collins said: “Six years ago we carried 14 million passengers. Last year 28 million people chose to travel with us. That’s because we have a winning combination at Virgin Trains. We have state-of-the-art trains and the best staff in the business. These outstanding satisfaction ratings are a fantastic tribute to Virgin Trains’ people, those who work for our train partners Alstom and Bombardier, and those at Network Rail who maintain our routes. We want to continue delivering the high quality services passengers have come to expect, so we’ll be putting in a strong and innovative bid to run the next franchise, which runs from 2012 to 2026.”