23 February 2016

Automatic Delay Repay wins Service Innovation Award

Posted in Business

UKRIA 2016 logo-01

Milton Keynes, UK – March 2nd, 2016 - Virgin Trains has been recognised for its Automatic Delay Repay system, powered by inSTREAM™, at Rail Technology Magazine’s UK Rail Industry Awards 2016.

The judges awarded Virgin Trains ‘Service Innovation’ in the new ‘Product and Service Innovation’ category.

Automatic Delay Repay, a first for the industry, impressed the judges with its objective of improving efficiency and benefitting customers. Virgin Trains were commended for delivering an end-to-end unique solution in just eight months. Analysis suggests Automatic Delay Repay will lead to increased passenger growth, repeat journeys and a channel shift from customers booking on virgintrains.com, as well as an additional £2.8 million being paid to passengers in compensation within the first year, on top of the existing level of compensation. This is because many people simply do not claim at the moment, and is based on current website use and levels of previous delays.

John Sullivan, Chief Information Officer and Innovation at Virgin Trains, said: “We are delighted to be the first train company to automatically refund cash to our customers when they book through our website, and we are really proud to have won the Service Innovation Award. Since being introduced last year, our Automatic Delay Repay scheme has received a fantastic response from both customers and the rail industry and we’re already looking at ways we can build on this. At Virgin Trains the customer is at the heart of everything we do, so we strive to offer them the best possible experience and innovation is key to this.”

In October 2015, Virgin Trains became the first train company to introduce ADR, which 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.

ADR is available to Virgin Trains customers travelling on the West Coast Mainline, who purchased their Advance tickets throughwww.virgintrains.com or the mobile app.