Train Company Case Studies


To analyze the customer service structures of the following train services: (1)virgin trains, (2)DB, (3)ÖBB, (4)SNCF, (5)Eurostar, (6)Nederlandse_Spoorwegen, (7)RENFE, (8)Amtrak, and (9)NSW TrainLink. The analysis would cover if or not they have customer service departments, their scope of activities, method of reach, and how they manage customer requests and complaints.

Early Findings

  • Its customer service department is headed by Peter Broadley who serves as the company's Executive Director of Customer Experience & Operations. In Virgin Trains' organizational structure, the office reports directly to the CEO. The functions of the office include ensuring consumers have a pleasant time traveling with the company, and that the staff offer great customer experience.
  • The company engages with its customers through its website, mobile app, and direct phone calls. It is capable of handling most customer requests or complaints through any of those platforms. Customers are also capable of making claims and seeking refunds on its website.
  • First Group recently replaced Virgin Trains as the operator of the West Coast Mainline, and all Virgin Trains' employees moved over to First Group. Presently, the company no longer operates train lines or sell train tickets to the public.

Proposed next steps:

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