A look at the VTEC Azuma

I was quite surprised to be invited to an event hosted by Virgin Trains East Coast on Friday 18th March. It was going to be a major event as the invite mentioned Virgin Trains East Coast's MD David Horne and Richard Branson would be present. It also turned out that Stagecoach owner Brian Souter was present as well as representatives from Hitachi, the UK Government and many members of the press both from the UK and Japan.

Sorry for the inconvenience

Sorry for the lack of updates but I (^DH) had my laptop and phone stolen at the beginning of the month and the other person with access to the site (^EM) has been on holiday. This has meant things such as updating the site had been delayed. We announced the winner on Twitter of the competition as @pjdscott and we plan to run yet another competition by the end of the month.

VTEC lounges - a speedy turnaround

The first class lounges on the Virgin Trains East Coast (VTEC) network have been a bit of a mixed bag. The lounge at Kings Cross is relatively new having opened in 2012 in time for the Olympics alongside the new departures concourse. This lounge also received a small refurbishment over the weekend of the start of the new franchise in 2015 so it was looking at its best for passengers and the press during the Virgin Trains East Coast launch events.

Moving back up north

If you've ever had to contact East Coast by post since 2011 you will have noticed their customer relations address is based in Plymouth which seems odd for a company based in York that doesn't go anywhere near Devon. This was due to East Coast outsourcing the contact centre to reduce costs. Previously the contact centre was based in Newcastle and had been since at least the GNER days.

Making a connection

I know similar has been said by the other contributors before but the big problem with Nectar is there's no way for customers to grow attached to it, the benefits are so small that people just hand over their card because it's better than nothing but they don't feel a sense of loyalty to any of the brands that partner with Nectar. People have a Nectar card because they shop at Sainsbury's (or BP, etc) they don't shop at these places because of Nectar. This was shown particularly well last April when Sainsbury's halved the earning on the Nectar scheme and it hardly had any impact on sales.

Why neglect the Flying Club?

When Virgin Trains East Coast announced they were scrapping East Coast Rewards and replacing it with Nectar they also mentioned that earning Flying Club miles was another option. They have made the ability to earn Flying Club miles more prominent as they realised no one was particularly happy with Nectar and although Flying Club wouldn't suit everybody it provides more intresting redemption offers (we really need to write an article about making the most of Flying Club). 


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