looks like Virgin have always done that little bit extra

It seems that Virgin Trains have always had customer service high on their priority list, as this story from 2007 is testimony.

Arthur Leathley, then Communications Director at the company, recalls how staff dealt with passengers involved in the Grayrigg incident.

He talks about one gentleman who lost a Parker pen which he'd had 50 years, and was irreplaceable. A member of staff got in touch with Parker in the US, managed to find an exact replica of that particular pen and ordered it. No waiting for a purchase order to be signed off, no red tape to go through. It only cost the company £100 but to the passenger it was priceless.

A nice touch that really epitomises everything the Virgin brand stands for, and no doubt will have a lasting impact on the customer.