Virgin launches industry first automatic compensation

Virgin Trains has become the first rail operator in the UK to introduce automatic refunds following delays.

Automatic Delay Repay (ADR), which is first being made available for travellers on the West Coast Main Line, will automatically calculate money owed to a passenger in the event of a delay and pay it directly back into their bank account.

Virgin has estimated that around 3.5 million journeys could benefit from the new system, resulting in additional compensation payments of £2.8 million.

Phil Whittingham, managing director, Virgin Trains, said: “We’re proud of our record of customer service at Virgin Trains and are always looking for new ways to innovate for the benefit of customers.

“So we’re delighted to be the first train company to automatically refund cash directly back onto customers’ payment cards should they be delayed by more than 30 minutes.”

He added: “This is just one of a range of innovations we have planned for the coming year, all of which are aimed squarely at the most important person – the customer.”