Virgin Trains introduces ‘Track n Travel’ to help with disruption

Passengers departing from and arriving at Stockport, and across the UK, can check updates on and see the status of Virgin trains on a dedicated website, Track ‘n’ Travel’.

‘Track n Travel’ is a one-stop shop for customers to review their journey in real time and get advice when there is disruption.

And an app, Back on Track, is exclusively available to Virgin Trains employees and will enable teams behind the scenes and on the frontline to communicate during times of disruption. This improved communication and coordination means that people on the frontline will have accurate information to share with customers. This could include details of alternative routes and information on where their tickets will be accepted.

With this new technology Virgin Trains’ customers will receive up-to-date information when they need it most.

Chief information officer John Sullivan says:

“Our main problem at times of disruption is simple – thousands of Virgin Trains colleagues trying to find out the latest information to communicate to as many as 100,000 customers.

“Our control centre can get a thousand calls a day from staff across the network during disruption. If the information they need is instantly available on their mobile, there’s no need to make that call, freeing up control to deal with the root cause.”

It’s estimated that calls to inbound teams at the contact centre could be reduced by as much as 50 per cent thanks to this new technology. This could reduce the time to resolve incidents by at least 20 minutes.