"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.
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