First Class Seat Sale on Virgin Trains

Customers looking to do some Christmas or January sales shopping in the UK’s biggest cities can enjoy a little bit of first class luxury when using Virgin Trains.

From 23 November there will be 50,000 First Class train seats up for grabs at great prices. First Class travel on Virgin Trains offers wider seats with extra leg room, complimentary Wi-Fi subject to availability, weekday newspapers and food and drink served throughout the day

Tickets are for travel on single journeys to and from London from 10 December 2011 to 22 January 2012 inclusive and include seat reservations. Two single journeys can be purchased to create a round trip.

Customers will get the chance to travel in style and arrive refreshed at their Christmas destination for as little as: £17 one way to or from the West Midlands; £24 one way to or from Stafford and Stoke-on-Trent, £28 one way to or from the North West, £30.00 one way to or from North Wales and Cumbria, and £40 to or from Scotland. The offer ends on 29 November or when the 50,000 tickets are sold out.

Jim Rowe, Senior Communications Manager at Virgin Trains says: “We are absolutely delighted to be able to offer 50,000 First Class seats at rock bottom prices to our customers around the Christmas period – what a great way to journey home! But do book now because once they are gone, they’re gone!”

Tickets can be booked through virgintrains.com, by calling 0871 977 4222 or through any Virgin Trains booking office.

Virgin Trains’ Paddy Fitzsimons wins National RailStaff Award for Outstanding Customer Service

Virgin Trains’ Train Manager Paddy Fitzsimons has won the 2011 National RailStaff Award for Outstanding Customer Service after he got a customer home for Christmas last year. Paddy also picked up the V Good service award in the annual Virgin Trains’ Feel Good Awards earlier in the year. Paddy is seen on the left in the photograph collecting his award (photo courtesy of RailStaff).

Customer Dr Brownell was travelling from Dubai to Ireland in December 2010, when transport across Britain, especially airports, was severely disrupted following heavy snow. Dr Brownell said: “I would like to congratulate Paddy and recognise him as being one in million. On this particular journey I had arrived into London from the Middle East before making my way by train to Holyhead. I came into contact with hundreds of people from airlines, airports, the police, hotels and so on, but for 36 hours no one did or said anything to help me or make me feel secure. That changed when I stepped on to Paddy’s train and from the moment that I heard Paddy’s voice on the PA system, I knew that this was the man who was going to get us home.

“I have shared my ‘Paddy’ story with delegates at customer management conferences and seminars across Europe, the USA, Africa, the Middle East and Asia. The end of the story is always the same, the audience erupt in applause. In fact on one occasion Paddy got a standing ovation! One delegate commented afterwards, ‘That story gave me goose-bumps. Where can we get more Paddys?’”

Dr Brownell, who is a customer experience management consultant who trains people in customer service, added: “I don’t teach customer service people the art of going the extra mile any more. I tell them about Paddy and I leave them with the question, ‘Are you going to be Paddy?’

“There is no denying that Paddy did a great job in extreme circumstances. Indeed, he did it on a day when he could probably have found a reasonable excuse not to go to work. Thanks to Paddy’s herculean performance I got home for Christmas. I also congratulate Virgin Trains because Paddy was clearly supported by an organisation and a management team that empower him to make decisions and take action based on the best interests of his passengers.“

Paddy Fitzsimons said: “I am very proud and humbled winning these awards, especially with all the fabulous staff we have at Virgin Trains. I am so glad I was able to help Dr Brownell in a small way.”

Paddy is based at London Euston and lives in Milton Keynes.


For further media information contact the Virgin Trains Press Office on 0845 000 3333
or visit our Media Room website at www.virgintrains.co.uk/about/media-room

Notes to Editors

Extracts from Dr Brownell’s nomination for Paddy Fitzsimons

• On Sunday 19 December 2010 Virgin Trains’ customer Dr Brownell arrived at London Euston station, having experienced a long and difficult journey from Dubai after he was caught up in severe airline disruption due to bad weather. Like many thousands of travellers he turned to the railways when airports were closed following heavy snow falls. Dr Brownell was travelling by train from London Euston to Holyhead to catch a ferry to Ireland.

• Dr Brownell, a customer experience management consultant, who trains people in customer service, arrived at London Euston station. He wrote to Virgin Trains to nominate Paddy Fitzsimons for a Virgin Trains’ Feel Good Award:

In the following extracts from his letter Dr Brownell explains his experience after boarding a Virgin train at London Euston station:

• “Paddy announced himself on the PA system. He acknowledged that the train was packed and apologised to passengers who had reserved seats or who had First Class tickets. He explained all of the problems with the weather and how many of us were desperate to get home for Christmas. He then made the announcement that I will remember word for word... "The train is very busy today ladies and gentlemen, but I will do everything in my power to get all of you where you need to go. I don't know if I have a crew today so I don't know if I will be able to open The Shop. I will get back to you about that in a few minutes. For now, get yourself as comfortable as possible, sit anywhere you can on the train ... except my office and I'll talk to you again later."

• “Remember how packed the train was. Paddy pushed his way down the train and stopped to have a chat with passengers. When he got back to his office, he came back on the PA and announced that there were a lot of passengers trying to make the evening ferry from Holyhead. “

• “He was unsure if we would make the ferry. He also pointed out that there were far more people seeking to go to Holyhead than they could fit on the smaller train from Crewe. Next, he announced that he would open The Shop. He told us he didn't know the prices and asked that people group their orders to avoid too many people moving up and down the packed train.“

• “The guy who took on the job of going to The Shop for us came back and told us that Paddy was on the phone trying to organise buses to take us to Holyhead. Sure enough, a short time later the PA sprung to life and Paddy told us that he had organised two buses to take the overflow. He said he would give us more details before we got to Crewe.”

• “As we approached Crewe Paddy told us where the coaches would be and how to get there. He said we had a chance to make the ferry if the roads were ok. I managed to get on the first bus. The lady beside me on the bus was carrying her wedding dress. It was now Sunday evening and she was getting married on Monday afternoon. We all agreed to do whatever it took to get her on the ferry. The rest of us would wait for the 03:00 sailing in Sunday morning. We got to the ferry port 15 minutes before the ferry departed. Boarding had closed.”

• “When the ferry staff agreed to let our bride on we were delighted (it was a small victory for all of us) but then one woman objected to the bride getting special treatment and the ferry staff said they couldn't risk a riot with so many people in the terminal so no-one got on the ferry. Eventually, the terminal filled with the rest of the passengers from our train and one more train that arrived into Holyhead. No more trains made it to Holyhead that night. We got the ferry and I was home at 06:00 on Monday morning. I felt great.

• If Paddy hadn't taken the time to talk to everyone and understand their situations to plot solutions... there are so many if's.... I really believe that I wouldn't have been home for Christmas if it wasn't for Paddy. For what it is worth, I called the national radio station when I got home, they put me on air. I wished our Bride the best of luck for her wedding and I thanked Paddy.”

The website of ‘Brownell, the Contact Centre Doctor’: www.brownell.ie

Virgin Trains

• Visit our Media Room website - www.virgintrains.co.uk/about/media-room - for an Image Library of pictures of Virgin Trains and the company’s operations, or to subscribe to receive alerts to new press releases.

• Virgin Trains is the brand name of Virgin Rail Group (VRG), which is owned 51 percent by Virgin Group and 49 percent by Stagecoach. We have operated the West Coast passenger train franchise since 1997.

• The current franchise was due to run until 31 March 2012, but the Department for Transport announced on 27 October 2011 that it would be extended until 8 December 2012. We have been short-listed for the new franchise that will start on 9 December 2012 and run until 31 March 2026, with an option to be extended by up to 20 months.

• Virgin Trains has been recognised in numerous industry awards. In 2011 the company was named Best Rail Operator in the Group Leisure Awards (which we also won in 2009 and 2010). In 2011 Virgin Trains won the British Quality Foundation's Achievement Award for Customer Satisfaction. In 2010 we were named Best Rail Operator of the Year at the Travel Globe Awards (voted for by readers of the Daily Mail, Mail on Sunday and Evening Standard. In 2009 we were voted Best UK Domestic Train Service by Business Traveller magazine for the second year running.

• Virgin Trains first achieved Investors In People accreditation in 2007 and this was renewed in 2010; the IIP Gold award was achieved in 2011. In May 2011 Virgin Trains was awarded accreditation against the criteria of the European Foundation for Quality Management's (EFQM) Excellence Model. The company’s Learning and Development team won a National Training Awards 2011 West Midlands award for its Coaching Culture programme.

Virgin Trains’ Feel Good Awards

• Virgin Trains’ Feel Good Awards are held annually to recognise the fantastic work of staff. Awards are made in the following categories:

• V Good service: For making our service that little bit more special.
• V Good support: For being that inspirational helping hand to friends, colleagues or to the business during times of disruption.
• V Good in a crisis: For being cool, calm and collected in the face of adversity.
• V Good in the community: For people who use their skills, time and energy to bring that special community spirit to the workplace.
• V Good idea: For that bright spark which brings real benefit to customers in terms of value and service or inside the business by getting things done better and smarter.
• V Good leadership: For inspiring others to deliver great results.
• V Good team: For coming together and getting the job done like no-one else can.
• V Good station: For being the best of the best on the Virgin Trains network.
• V Good person: For being that one person who makes a big difference to us and our customers.

• Most categories are based on feedback and nominations from customers and staff. Customer can nominate by email to: Feelgood@virgintrains.co.uk

RailStaff Awards

• Media contact: Andy Milne, andy@rail-media.com

• Website: www. railstaffawards.com

• The fifth RailStaff Awards ceremony, held at the Birmingham International Convention Centre on 29 October 2011, has been hailed as a great success. In what has now become a popular annual event the RailStaff Awards recognises the ingenuity, effort and professionalism of the men and women who deliver the railway round the clock 365 days a year.

• Six hundred railway staff crowded into the International Convention Centre to greet winners of the awards which range from Train Driver of the Year to Lifetime Achievement Award. Colin Flack, Chief Executive of the Rail Alliance, hosted the evening and paid tribute to the heroism and resourcefulness that all staff nominated for a RailStaff Award display.

• Winners receive a special commemorative glass plinth and star prizes that include foreign holidays. As well as the awards themselves there was live music and entertainment and railway staff were able to let their hair down and party the night away.

• Tom O’Connor, managing director of the Rail Media Group which stages the RailStaff Awards, said: “We were delighted to welcome all railway staff to the RailStaff Awards. Few among the general public realise the tremendous effort it takes to run a railway – the early starts and constant pressure to deliver on time and safely. I’d like to congratulate all the winners. The judges have a very difficult job. Can I reiterate what several of them said to me: Everyone there is a winner and this industry, like no other, is definitely on a winning streak’.

• Despite the recession passenger rail volumes continue to grow as does demand for rail freight services. With the Crossrail project picking up pace and plans for High Speed Two becoming clearer there has never been a better time to be involved in the railway industry.

Reduced traffic access and short stay parking at Birmingham New Street station

Rail customers should allow a little more time to catch their trains if they are being dropped off at the main entrance to Birmingham New Street station from Sunday 4December because of changes to traffic arrangements on the approach road.

Network Rail needs to close one of the two lanes on the approach road as work starts on the creation of a new public square as part of the Gateway redevelopment of the station.

The number of short stay car parking spaces at the front of the station will also significantly reduce at this time, although there will be no change to taxi services.

Christmas shopping trains to Manchester and Chester

Christmas shoppers living in London and the South East will have the opportunity to purchase their gifts elsewhere this year as Virgin Trains prepares to run three special trains to the North West shopping centres of Chester and Manchester.

On Thursday 1 December a yuletide charter will leave London Euston at 08:14 arriving in Chester at 11:22 where customers will be serenaded by a choir on the platform to get everyone in the festive spirit.

Return from Chester is at 17:23 allowing everyone plenty of time to purchase that special gift that may only be available in the historic city.

Of course if shopping is not the only reason to travel then there are many famous sites to be visited including the Roman walls which are still virtually complete or the beautiful cathedral that dates back one thousand years to Norman times. Everyone will get a Chester trail map with prizes to be won if correctly stamped by featured retailers and also there will be lunch price reductions at some of the best city restaurants.

Special trains will run from Euston to Manchester on Saturdays 3 and 17 December leaving London at 0853 and returning from the North West at 19:59. Manchester has a fantastic range of stores many of them housed in the famous Arndale, the UK’s largest inner-city retail centre. Shopping, however, can be combined with a visit to the fascinating Museum of Science and Industry housed in a former railway station or if pictures are you thing then the Manchester Art Gallery is just a short stroll from Piccadilly station.

All three trains will also serve Watford Junction and Milton Keynes.

Cost of these excursions is just £99.00 each and that will include a breakfast box on the outward journey and a delicious snack pack on the return.

For that little bit of extra luxury why not go First Class for £199.00 return. Not only is there much more leg room but included in the fare is a champagne breakfast and high tea on the return journey.

The first 100 customers to book on any of these excursions will receive a 20% discount on the fare so either visit virgin.trainscharters@hrgworldwide.com or call 0161 227 4628 now.

Virgin Trains backs fight against cable theft

Virgin Trains has thrown its weight behind the fight to tackle cable theft, appealing to the public and politicians to get tough on criminals who steal copper cable from the lineside.

At Coventry railway station today, Monday 7 November 2011, passengers were invited to support the rail industry in tackling the thieves who are causing thousands of minutes of delay and disruption to passengers and costing the country millions of pounds a year.

Representatives of London Midland, Network Rail, British Transport Police and SmartWater joined Virgin Trains’ managers to distribute information to passengers. SmartWater investigators demonstrated the use of their forensic marking technology, which is being used within Coventry and the surrounding West Midlands to capture and to deter thieves.

The West Midlands is one of the hot spots for this nationwide problem. The public can help by reporting cable theft to the British Transport Police on 0800 40 50 40. They can also support the rail industry’s campaign for changes to legislation by lobbying their MPs. The Transport Select Committee is currently conducting a ‘Cable theft on the railways’ inquiry.

Virgin Trains' Chief Operating Officer, Chris Gibb said: "Cable theft continues to be an escalating threat to Virgin Trains’ customers and the economy. In 2010/11 there were 6,000 hours of train delay related to more than 3,000 crimes, and British Transport Police made more than 900 arrests. The trend so far this year is worse, despite a 20 per cent drop in the price of copper. On a single day recently Virgin Trains experienced 60 hours of delay.

“The cost to the railways alone reaches around £19million a year to replace lost cable and to compensate passenger and freight operators for the delays caused, while the wider impact on lost business and productivity accounts for another £19million.

“But cable theft is not a victimless crime that is all about money. Delayed customers are people with lives to lead - jobs to get to, family to see and hospital appointments to make. The cable thieves are disrupting people's lives, as well as undermining the efforts of rail staff to run a punctual railway.

"Along with the rest of the rail industry, the telecomms industry and many others, we hope that the Government will urgently make changes to regulations and legislation to make it more difficult to dispose of stolen scrap copper, given the impact this is having on the economy."

Wallace Weatherill, London Midland’s Operations and Safety Director said: “Cable theft has a huge effect on our customers. In this year alone some 11,988 minutes of delay, 114 full cancellations and 163 part cancellations have come about because of thoughtless criminality.”

“We are working very closely with Network Rail and our neighbouring train operators to do whatever we can to raise awareness of the crime and its impact. All of our staff are on high alert to report suspicious behaviour, and we have supplemented this by posters at stations and on trains.”

Dyan Crowther, Director Operational Services at Network Rail, said: “Our industry is under attack from metal thieves. Every day hundreds of passengers and essential freight deliveries are being disrupted and delayed. We are doing all we can to protect the network; including funding extra British Transport Police officers, using CCTV, forensic marking techniques and other technology.

“Despite that crimes continue to increase. We believe that the only way to significantly reduce metal crime is to take away the illegal market, and that more robust legislation and police powers are needed to achieve that.”

- ends -

Media contacts

• Virgin Trains Press Office: telephone 0845 000 3333
• London Midland Press Office: telephone 0121 654 1278
• Network Rail Press Office: 0161 880 3142 (Midlands); 020 3356 8700 (National)
• British Transport Police: Brian Price, telephone 07787 002 747
• SmartWater: telephone 0870 242 8899
• Association of Train Operating Companies (ATOC) Press Office: telephone 020 7841 8020

Notes to Editors

Cable theft

• There is cross-industry support for a campaign to bring about effective legislative change, as soon as possible, to increase regulation of scrap dealers and make punishment of offenders a greater deterrent.

• The problem is growing significantly year by year, from 742 incidents in 2008-09, to 995 in the 2010-11. From 2009-10 to 2010-11, the number of delay minutes has risen by 14%, and the numbers of cancelled trains as a result of cable theft rose by 20%.

• Over 365,000 minutes of passenger delays are recorded annually as a result of cable theft – a thousand delay minutes every day. Yet this single figure masks the extent of disruption and misery caused in each occurrence. We are now seeing between two and three incidents of cable theft every day – each one disrupting potentially tens of thousands of rail users.

• The figures for Network Rail’s West Midlands region alone are:
• 2009/10: 43 incidents; 115 trains cancelled; 47,520 minutes delay; £1.2m compensation costs*
• 2010/11: 58 incidents; 167 trains cancelled; 58,233 minutes delay; £1.5 compensation costs
• 2011/12 (up to 15 October 2011): 15 incidents; 10 trains cancelled; 14,693 minutes delay; £332,000 compensation costs
* costs paid by Network Rail to affected train operators, who in turn pay compensation to customers

• The misery and frustration for disrupted passengers is very real, and is damaging the reputation of the railway which otherwise is enjoying high levels of performance and passenger satisfaction. Yet, beyond disruption, passengers are putting themselves in danger – in June this year, passengers in Woking suffered as 56 trains were cancelled and a further 43 disrupted. Frustrated passengers left the train, walking across the tracks, at huge risk to their own lives, and causing further delay and disruption to other services.

• The Transport Select Committee is currently conducting a ‘Cable theft on the railways’ inquiry.

Virgin Trains

• Visit our Media Room website - www.virgintrains.co.uk/about/media-room - for an Image Library of pictures of Virgin Trains and the company’s operations, or to subscribe to receive alerts to new press releases.

• Virgin Trains is the brand name of Virgin Rail Group (VRG), which is owned 51 percent by Virgin Group and 49 percent by Stagecoach. We have operated the West Coast passenger train franchise since 1997.

• The current franchise was due to run until 31 March 2012, but the Department for Transport announced on 27 October 2011 that it would be extended until 8 December 2012. We have been short-listed for the new franchise that will start on 9 December 2012 and run until 31 March 2026, with an option to be extended by up to 20 months.

• Virgin Trains has been recognised in numerous industry awards. In 2011 the company was named Best Rail Operator in the Group Leisure Awards (which we also won in 2009 and 2010). In 2011 Virgin Trains won the British Quality Foundation's Achievement Award for Customer Satisfaction. In 2010 we were named Best Rail Operator of the Year at the Travel Globe Awards (voted for by readers of the Daily Mail, Mail on Sunday and Evening Standard. In 2009 we were voted Best UK Domestic Train Service by Business Traveller magazine for the second year running.

• Virgin Trains first achieved Investors In People accreditation in 2007 and this was renewed in 2010; the IIP Gold award was achieved in 2011. In May 2011 Virgin Trains was awarded accreditation against the criteria of the European Foundation for Quality Management's (EFQM) Excellence Model. The company’s Learning and Development team won a National Training Awards 2011 West Midlands award for its Coaching Culture programme.

London Midland

• For further information or interview opportunities, please contact London Midland communications – tel: 0121 654 1278, email: comms@londonmidland.com - or visit www.londonmidland.com.

• London Midland operates train services through the heart of England from London in the south, to Birmingham in the Midlands and Liverpool in the North West. London Midland began operating on 11 November 2007.

• 50 million passenger journeys a year are made on London Midland services; the company manages 147 stations and operates over 1,300 services a day.

• London Midland is owned by Govia, the partnership between the Go-Ahead Group and Keolis. Govia is the most enduring partnership between transport operators delivering rail franchises in this country. Govia is the UK’s busiest rail operator, responsible for nearly 30 per cent of UK passenger rail journeys through its three rail companies, Southern (which includes Gatwick Express services), Southeastern and London Midland. Further information on Govia is available at www.govia.info

Network Rail

• Network Rail is the not for dividend owner and operator of Britain's railway infrastructure, which includes the tracks, signals, tunnels, bridges, viaducts, level crossings and stations - the largest of which the company also manages. Network Rail aims to provide a safe, reliable and efficient rail infrastructure for freight and passenger trains to use.

• Network Rail website: www.networkrail.co.uk.

• Cable thefts occur on Network Rail infrastructure. The company hosts national groups to coordinate resources and share best practise in the fight against cable theft. Network Rail also chairs the national cross- industry group which is working with police and government to seek increased legislation to govern the illegal market in stolen metal.

British Transport Police

• For the latest news, updates and insight, follow British Transport Police on Twitter: @btp_uk.

• British Transport Police is the specialist, national police service for Britain’s railways. BTP deals with major and minor crime, disorder and incidents, and covers the rail system in England, Wales and Scotland, including London Underground, Docklands Light Railway, the Glasgow Subway and the Midland Metro and Croydon Tramlink systems. Its 2,914 police officers, 322 Police Community Support Officers, 190 Special Constables and 1,316 support staff are recruited and trained like those of local forces and have the same powers. Find out more at www.btp.polic.uk.

SmartWater

• Network Rail is deploying SmartWater forensic marking within Coventry and the surrounding West Midlands area both to capture and to deter thieves responsible for disrupting the rail network.

• In hotspot areas SmartWater forensic sprays are being used to target persistent cable thieves directly. Once activated, the non-hazardous devices will douse offenders in a chemically coded liquid, which will cover their skin, clothing and hair. The liquid, which can only been seen under ultra-violet (UV) light, can then be used to link thieves back to a particular crime scene, long after the offence has taken place.

• SmartWater spray devices will only be used in areas not accessible to the general public, so there is no risk to anyone using public access points, crossings or footpaths.

• To deter thieves further, every mile of trackside cable has been forensically marked with its own unique SmartWater code so it can be traced back to its point of origin if stolen.

• Traceability heightens the potential risk of capture and conviction for the thief, whilst regular searches for SmartWater at local scrap yards are making it more and more difficult for thieves to sell on stolen goods.

• If thieves attempt to burn SmartWater off cable traces will remain and they also risk inadvertently spreading more forensic evidence onto tools and vehicles used to cut and transport the stolen cable.