Virgin Trains do deliver but the company doesn't always delight

Back in the heyday of customer service, certain brands would delight in 'delighting' their customers - KwikFit is one that springs to mind. The problem that I have with Virgin Trains is that the company delivers but doesn't always delight, at least not on the Birmingham to London runs.

However, let's start with the positives. An advance single to St Alban's Abbey via Watford Junction on Wednesday using the 14.10 out of New Street set me back the princely sum of £11.50. Coming back last night on the 20.43 from London Euston cost me another £10.50. If you can book in Advance, then Virgin do delight if you can travel off-peak...

The 14.10 Pendolino arrived from Wolverhampton in good time and left promptly. My table seat was reserved in the Quiet Coach, and indeed the Quiet Coach was quiet. Usual run of announcements about tickets but as ever no attempt to check prior to Coventry (to be fair, there was then a ticket check on the run to Watford). No shop announcement but one presumes it was open. Slight delay around Milton Keynes meant arrival into Watford was around 5 mins late. Apologies given. Overall, a routine standard class Pendolino experience.

Coming back, the reservation system had failed on the 20.43 but in fact my table seat in the Quiet Coach was available. Relatively busy due to Milton Keynes commuters using the service but after MK relatively quiet. Announcements were automated which meant that the needless 'security' warning was repeated seemingly ad nauseum. No ticket checks but the train manager did appear after MK to challenge a tourist who had placed his bike in the vestibule. Apparently there were no platform staff to put the bike in the front compartment as should have occurred. Again, no shop announcement. Slightly delayed around Birmingham International so another 5 min late arrival... Nevertheless, another reasonable Pendolino journey.

So what would delight me as a Pendolino passenger? A more human touch from the train managers and perhaps more visibility? Free WiFi obviously. More (leg)room in Standard and less of a 'crowd everyone in' feeling about the carriages. Overall, Virgin just giving the feeling that the company was actually pleased that I was actually using their services...