Virgin to match the WSMR?

One of the more surprising aspects of the closure of the Wrexham & Shropshire service was the reaction of Virgin Trains. In the Birmingham Post for 3rd February (http://bit.ly/fNpc5z) Arthur Leathley of Virgin is quoted as saying: "
We want to get back to the days when a train journey was special and we have some revolutionary ideas that we would like to introduce".

On Wednesday, I had an opportunity to compare and contrast Virgin's idea of 'special' with that of the late WSMR as I had booked an Advance standard WSMR ticket for outward travel on the former 0902 from Tame Bridge Parkway. Under the replacement arrangements for the end of this service, this meant catching the 0907 LondonMidland service to New Street and then the 0950 Pendolino to Euston. Interestingly, the replacement journey time was only a few minutes less than the booked WSMR timings...

Quiet Coach A of the Pendolino was indeed quiet - very few passengers upon departure, and few joining enroute - so I was able to use my favourite table at Seat 22. This is an Airline seat with a small fixed table about half-way down the carriage. Naturally, it does not have much of a window but it does have a power point! Of course, the WSMR equivalent carriage has spacious tables aligned with the windows and comfortable seats and power points throughout. However, the WSMR never cracked Wi-Fi in its standard class whereas Virgin offer a reasonably reliable conection all the way...

On the WSMR, the staff were friendly and very much in evidence - chatting to passengers as they passed through the train. Announcements too were couched in passenger friendly 'we love having you travel with us' terms. On Wednesday's Pendolino, it was difficult to tell how friendly the staff were as they were not in evidence apart from a ticket check after Rugby, one announcement from the Shop after International, and several 'ticket validity' announcements up to Coventry...

Talking of the Virgin Shop, a pleasure of the WSMR was the small buffet selling local produce and taking credit / debit cards for payment. I couldn't face the Virgin Shop, not least because of the requirement to pay in cash...

Cost? Well, the WSMR Advance Standard Single was £18. If I had booked as well ahead on LM/Virgin, it would have cost £32 (£31 from New Street itself).

Coming back that evening, I had booked a First Class Advance Single on the 2103 departure from Euston. Even the day before, this was available at £22 which when you consider that the Standard Advance Single was on sale for £15 is a bargain, including as it does access to Euston's First Class Lounge, and food/drink on the journey.

Euston's First Class Lounge was quiet but reasonably stocked with drinks and biscuits as I arrived. The 2103 was slightly delayed due to earlier problems at Tile Hill but departure was promised at 2108. In the meantime I was amused to be told by a fellow passenger that @LondonMidland's tweets were far more useful than @VirginTrains - too much schmoozing and no hard information was his description of Virgin's efforts!

In the end, departure from Platform 5 was about 10 minutes late. As the 2103 calls at Milton Keynes, the First Class stewards serve coffee / tea straight away but don't return with food and soft/alcoholic drinks until after MK. One great downside of this is the lack of a second serving of coffee.

Food offered was Tuna & Cucumber sandwich or a Wrap, with a cake (made in Somerset) or fruit or crisps. Drinks were the usual soft and alcoholic selection. The stewards are friendly enough but don't have the time to talk so you don't get the impression of individual service which was such a feature of the WSMR First Class experience. Of course, the WSMR journey time was more leisurely...

Yet again (see my posting for the 27th January), revenue protection was non-existent so anyone could have joined the train and sat anywhere... Has Virgin no incentive to check tickets?

Arrival in Bimingham was about 15 minutes late.

Overall, Virgin's Pendolino offering isn't bad BUT the revolutionary ideas are certainly needed if Virgin has genuine aspirations to raise its service game.