GoMedia, Europe’s leading on-board infotainment provider, and Virgin Trains have joined forces to improve the waiting and boarding experience for passengers travelling from London Euston on Virgin services on the west coast to Birmingham and beyond.
As one of the UK’s busiest stations, Euston often sees passengers spending their waiting time on the concourse, watching the customer information system (CIS) screens for boarding information to appear, sometimes feeling anxious about missing their train. Once information appears, people usually rush to get to their platform.
Virgin Trains’ research has shown that a better passenger boarding experience at London Euston is one of the most sought-after improvements for rail users, particularly for those travelling on northbound services.
To address this, GoMedia has worked with Virgin Trains to develop a unique system which sends a text message to customers who book directly through the Virgin Trains website, containing platform and boarding information before it reaches the CIS boards, so they can enjoy the station facilities knowing they will be alerted when it’s time to board.
Paul Corney, Virgin Trains Customer Experience Project Manager for London Euston, says: “We’re delighted to be the first train operating company to offer this text message system to our customers, transforming their waiting time into leisure time. Passengers can relax and make their way to the train when they need to, creating a stress-free travel experience. Moreover, the GoMedia system will stagger boarding times so that passengers who require a bit more time to board or who are located in the furthest coach from the concourse are alerted first. This level of personalised service is in line with Virgin’s digital strategy - using smart technology to improve the overall customer experience.”
Roger Matthews, managing director, GoMedia, says: “Working so closely with Virgin Trains has been hugely rewarding and exciting. By delivering information straight to passengers’ mobiles devices, we are freeing up passengers’ waiting time to spend as they wish. Eventually, the system will utilise the Virgin Trains app to encourage customers to purchase tickets via the app, increasing revenue and providing insightful analytics to further improve customers’ experience.”
Virgin Trains West Coast services run from London to destinations including Birmingham, Manchester, Liverpool and Scotland.