We’d worked with inter-city train operator East Coast for four years. Then, in February 2015, Virgin Trains took over the franchise.
This caused a bit of a stir, with a good deal of customer apprehension to overcome. Will fares be affected? Will timetables change? Will my favourite sandwich still be available on board?
One way we helped them smooth the transition was producing a suite of videos to educate and inform customers about their journeys. From introducing the brand to the benefits of booking tickets direct, we tackled them the same way we always have – by being the customer. Only this time, we added that unmistakable Virgin Trains wit.