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19_E_1rvqd /10 1:6Page1 10:36 2/11/07 21492_NEW_p1_rev.qxd rebrands National ExpressGroup GROUP PLC EMPLOYEES OF FOR NOVEMBER 2007 a W

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Children take centre stage by coach Family travel National Express is awarded to New rail franchise InterCity EastCoast and future outlook the Group’s successes Richard Bowker examines the nextlevel Moving onto 21492 Beetroot_p2-5.qxd 2/11/07 13:48 Page 2

02 UPFRONT

CONTENTS MARKET WATCH The latest UK Government 07 The kids are all right 07 How is White Paper on rail, leading the way in family travel Delivering a Sustainable Railway, sets out its 08 Welcome to National Express investment plans to enable East Coast… future growth on the UK rail What lies ahead for the prestigious network. After record levels InterCity East Coast rail franchise of growth – 40 per cent – 10 Moving on to the next level from 1997-2006, the Group Chief Executive Richard Bowker Government has established explains his vision for the Group a strategy to address 12 The smarter transfer 12 capacity increases and service overcrowding. Its ambition is express unveils a new product that’s for a railway that: making travel simpler for visitors to • can handle double today’s traffic 13 Cream of the crop • is even safer, more reliable express reveals the nominations and efficient than today for the 2007 Express Awards • can cater for a more diverse, affluent and 14 How we’re shrinking our demanding population 15 carbon footprint… • has reduced its carbon Nick Coad, Head of Group Environmental footprint and improved Strategy, explains the Group’s current environmental environmental stance performance. 15 A day in the life of: To meet these objectives Ian Allison, ‘one’ Chef and Duty Catering it is planning to invest Manager £10 billion in enhancing 16 Taking the responsible route capacity from 2009-2014. How Group employees are enhancing Major projects include quality of life in their communities funding an additional 1,300 18 On the ball carriages; the £5.5 billion Football Association (FA) Chief Executive programme; a Brian Barwick reveals the FA’s community £600 million congestion- impact, plus Gary Neville talks about his busting programme at travel experiences Reading and 20 Learning the Alsa way New Street stations; a £150 million station Graduate trainee Davina Bajorek 16 modernisation programme examines working life in and £200 million to develop CONTACTS a strategic rail freight network. National Express Group PLC Managing editor: Spain Other initiatives include 75 Davies Street, London W1K 5HT Alison Flynn Pablo Gómera +34 9 17 54 65 06 +44 (0)20 7529 2000 +44 (0)20 7529 2040 pgomera@.es smartcard ticketing, setting www.nationalexpressgroup.com [email protected] North America targets for carbon footprint For career opportunities Local contacts: Tiffini Bloniaraz +1 630 435 8048 refer to UK [email protected] reductions and advanced www.nationalexpress.com/nx/cc Katie Wilcock, London +44 (0)20 7529 2036 preparatory work on a new express is published for [email protected] Intercity Express train and National Express Group employees new signalling systems. 21492 Beetroot_p2-5.qxd 30/10/07 19:24 Page 3

03 NEWS

REBRANDING IN BRIEF

RECOGNITION FOR US National Express rolls out new brand LYNCHPIN National Express Group is taking the 500 UK brands for 2007/8 ahead of device called “connections” – a series of opportunity to lead the UK transport Waitrose, Virgin Trains, Flora, Hotpoint silver lines linking separate dots, market by developing its brand. and Body Shop. It is this status that the symbolising customer “touch points”. All the Group’s UK companies will Group is now building on to extend The Group is also focused on delivering come together under one umbrella those brand benefits to its rail and an improved proposition and new look, brand that the company believes will operations, and to help develop its so that customers experience high quality help drive new and improved profile as it becomes more customer customer service and see a tangible relationships with customers and and marketing focused. The new logo is improvement, not just a new logo. employees and deliver better business an evolution of the famous coach Group Chief Executive Richard John Elliott, benefits. identity, which has been brought up to Bowker says: “While we are proud of Executive Vice The move follows a full review of the date with a new font but retains the our ‘new look,’ rebranding is not just President, Service Delivery, North company’s brands and includes research iconic red, white and blue colours. about liveries and logos. The revitalised America for with more than 2,000 consumers and The new design, developed by the brand will be both a symbol and National Express 250 internal stakeholders including Group with external consultants CHI expression of our commitment to our Corporation, employees at every level in the Group. and other experts, features the words customers. Rebranding will bring huge recently gained National Express’s familiar coach national express using an attractive, benefits across the business, as it will recognition for brand is already a household name. It contemporary font which, for most give the Group greater visibility among his long-term has just achieved Superbrand status for Group businesses, will be followed by partners and stakeholders.” contribution to the second successive year and was the operating name. This will be Rebranding will start in most the National School ranked 294th in the list of official top complemented by an additional livery businesses by early 2008. Transportation Association of SUPERLOO FOR COACHES WEST TRAVEL PARTNERSHIP America (NSTA), the only national organisation representing the Pause for New bus partnership for interests of private school thought transportation members that In today’s fast-moving world, when manage the every second counts, 67 per cent of transportation of people claim to have inspirational ideas students to and from schools on or brainwaves on the toilet, according to behalf of US school research commissioned by National bus boards. Express Coaches. He has been The survey also showed 64 per cent named by School have read a book, 57 per cent have had Bus Fleet magazine a telephone conversation and one in 12 as its Contractor of people have read their BlackBerry while the Year for 2007. on the loo. These toilet tales were unearthed WE’RE during research the company undertook ETHICALLY DRIVEN as part of the development of a new loo National Express for its latest tri-axle coaches. Group has been The finished product is a unique, cited as one of luxury coach toilet which is brighter, L-R: Group Chief Executive Richard Bowker with Geoff Inskip Britain’s top ethical more spacious and more appealing. companies, having It features light emitting diode (LED) Travel West Midlands (TWM) and as the provision of 149 new, plus a been placed 14th mood lighting, a window, an air Centro, the West Midlands Passenger number of refurbished, bus shelters. out of the best replacement system, a mirror, plus Transport Executive, have signed a The improved services are backed by 20 firms in the automatic taps, an air dryer and liquid voluntary partnership agreement to a Passenger Charter, which gives TWM Financial soap dispenser to ensure the highest further improve bus services in the customers an outline of what they can Times/Stock Exchange 350 list hygiene standards are maintained. region. The agreement covers the 1, 377, expect from their service. for ethical issues. It also has rounded corners and a 451, 934, 993 and 997 routes through Geoff Inskip, Chief Executive of The rating is minimalist layout that makes it very Birmingham, Walsall and West Centro-WMPTA, says: “Passengers want based on a survey easy to clean. Bromwich which will see faster and more frequent services that are safe, compiled by the The toilet has been developed by the more frequent services. affordable, clean and accessible. Ethical Investment National Express engineering team in Passengers will also benefit from an Through this partnership, we will work Research Service in conjunction with external design enhanced bus cleaning regime, new and together to provide high-quality services conjunction with consultants Blake Cotterill and refurbished vehicles, on-board CCTV and which should enable us to grow Co-operative Portuguese company, Alma Design. real-time bus stop information, as well patronage.” Investments. 21492 Beetroot_p2-5.qxd 2/11/07 10:47 Page 4

04 NEWS Family travel improvements – turn to page 7

IN BRIEF NEW VEHICLE ORDER COMMUTER COACH £69 million investment paves the Commuting the way for sustained improvement green way

A brand new service has been launched by National Express Coaches to tempt London-bound commuters to use a coach to get to work. ALSA Commuter Coach runs from Milton LAUNCHES Keynes to , with drop-off M-TICKETS points at six convenient central Alsa is now offering London locations. its customers the With lower carbon emissions per option of buying passenger kilometre than equivalent tickets by mobile phone. journeys by car or train, the new By keying-in service is an altogether greener option alsamovil.es on their for commuters, who will be able to mobile phone and spend valuable time on board either entering departure relaxing or working. point, type of ticket The coaches feature luxurious required, reclining leather seats, an at-seat desk destination and and power socket, free wi-fi and daily dates and preferred newspapers which have been time of departure, provided to ensure the journey is as the customer only has to enter their State-of-the-art new and and full accessibility for all customers – comfortable, stress-free and personal data, BUS coaches are now entering service on including wheelchair users – in the productive as possible. Plus card number key routes following a £69 million order West Midlands and London The new service is also and credit card for new vehicles by the Group for its UK metropolitan areas. considerably cheaper than other confirmation to bus and coach operations. Manufacturers Scania and transport modes, with an annual complete a The 480 low-floor vehicles are fitted are supplying the season tickets costing just £1,600 for transaction. with fuel efficient clean-burn engines new vehicles over a three-year period. the coach compared to £8,047 a year compliant with the Euro IV low exhaust The Scania order, worth £43 million, is for driving and parking at Canary JON’S IDEA emissions standards and run on low- for single and double-deck buses and Wharf. BEARS FRUIT sulphur diesel. All have on-board CCTV. coaches. The Dave Watkin, Sales and Marketing The order will result in a sustained Alexander Dennis order, worth £26 Director for National Express Coaches, improvement in the quality of National million, comprises both single and says: “Throughout , and in Express Group’s bus and coach fleets, double-deck buses. particular in Spain, travelling to and from work by coach is especially TERRY BOWS OUT WITH A BANG(ER) popular. National Express, through extensive research, believes that a similar service in the UK, which The 2005 intake of provides commuters with a cost- National Express effective, reliable working Group graduates environment will be warmly received. has completed the Group’s two-year If this is the case, we envisage rolling graduate training the Commuter Coach services out to scheme. At a recent other major UK cities.” gala graduation evening, Group Chief Executive Richard Bowker presented a prize to the graduate winning the Group’s annual Outstanding Achievement Award. This year’s winner was Chef Steward Terry Foster (above) has served his last Great Jonathan Pollard, British Breakfast after nearly 50 years’ service to the railway industry on the who developed a to St. Pancras route, having served everyone from Sir Alex Ferguson to business case for a Brian Clough and Princess Margaret to Tommy Cooper. However, the retired new product aimed chef’s whites will still be used at home in Sinfin, Derby, where he does the at students, called majority of the cooking! New dawn: the Commuter Coach Campus Hoppa. at Milton Keynes 21492 Beetroot_p2-5.qxd 2/11/07 10:47 Page 5

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NEW ALSA COACH IN BRIEF AWARDS

Supra show! The ‘one’ team with the Putting Passengers First award

A brand-new Supra class coach has been launched by Alsa in Spain. The first of a fleet of 17 state-of-the- art Mercedes-Benz engined vehicles was exhibited at the Feria Internacional de Muestras de (FIDMA) trade NORTH show at Gijón in August. The new coach AMERICA is one of the most advanced on the EXPANSION market and is bristling with In the United technological and safety advances States, National including SPA (a warning system that Express Corporation alerts the coach driver when his vehicle is has secured school at the edge of a lane), DBL (a continuous bus contracts for the 2007-8 school braking limiter, preventing speed limit year in the new over-run, even on slopes) and ART (a locations of distance regulation device, which Chattanooga, adjusts the speed of the vehicle in Tennessee; relation to the distance from the vehicle Charleston, Passenger focus reaps in front). South Carolina; Each coach has 38 luxury leather Carpentersville, rewards for Group companies seats with wide footrests and Illinois; Troy, New incorporates 10 movie monitors York; Johnston, Two National Express Group train Putting Passengers First is a new throughout, as well as individual at-seat Rhode Island; operating companies scooped award aimed at recognising and City and Pleasant sound systems and power points. A prestigious awards at the National Rail rewarding excellence, best practice and Valley, Iowa; significant innovation is the provision of Awards 2007 event held at London’s innovation in customer service in the Crowley, Texas and free wireless Internet access for all Port Gibson/ Grosvenor House Hotel. The awards rail industry, whereby an organisation, passengers. Claiborne County, celebrate excellence and achievement in team or individual demonstrates that New air Mississippi. the UK rail industry. they have gone “over and above the call conditioning The Corporation Metro won the London of duty” to deliver customer satisfaction. and heating has also acquired Team of the Year award (given in ‘one’s programme in East Anglia of re- systems the 500-strong fleet association with ) staffing rural stations was a major provide and operations of plus the Sir Robert Horton Safety Award, contributor to clinching the award. enhanced Murphy and ‘one’ received the Putting Silverlink County received the judges’ Transportation in comfort. Passengers First award (given in special commendation in the New Jersey, and association with Passenger Focus). Maintenance Team Of The Year category. RAIL INNOVATION AWARDS Ontario (Canada) operators Dundas HEAD TO HEAD Bus Service and ‘one’scoops two Hogan Bus Service. It has also awards for expanded operations through innovation organic growth in National Express Group train company Indiana and . ‘one’ won the Customer Service Award at the 2007 Rail Innovation Awards for DOUBLE JOY the on-board catering service it provides express magazine, on the to London route, written, designed reflecting the efforts of the catering and produced by team to develop its innovative London-based customer-focused service with new Beetroot Publishing buffet carriages, additional trolley on behalf of services during the morning and National Express afternoon peaks, and further Group, received two prestigious Awards improvements to its restaurant service. of Excellence at the ‘one’ also secured a runner-up award Communicators in in the marketing category for its “Let’s Business Awards in Go” campaign run in association with the internal goalkeeper Paul Robinson was guest of honour at the recent Tourism, which raised publications and Londonlines Family Fun Day. He is seen aboard a Thames pleasure boat with awareness of rail travel in the Eastern best design Katy Newman, Londonlines Employee Relations Officer, who won a region and generated a significant categories for competition to interview him for an internal news bulletin increase in leisure travel to the area. magazines. NX_issue4_p6-7.qxd 30/10/07 19:25 Page 6

06 We welcome National Express INTEGRATION East Coast into the Group – turn to page 8 Restructure heralds new business approach

A major restructuring of the National Express Group’s UK businesses to create one UK division is under way. It is a key part of delivering the Group’s promise to customers of making travel simpler

On 1 January 2008, National Express Group will amalgamate its UK bus, coach Ray O’Toole will head and trains operations into a single up the combined UK division division to be headed by the Group’s existing Chief Operating Officer, Ray O’Toole. The new division will be based in Birmingham. Over the summer months, good progress has been made on merging the three businesses in preparation for the launch of the new organisation. Explaining the rationale for the integration, Group Chief Executive Richard Bowker says: “At the Group Leadership Conference back in April, attended by representatives from all our businesses, we agreed our customer promise – making travel simpler – and that moving forward we would need to work together very differently to achieve this. The time was right to consider how to bring the separate business divisions into a single focused approach. Since then, I have given much thought as to how the business can run in a much simpler, clearer way. “This change will not mean central control: day-to-day operations will still be managed locally. However, there are commitment and high-quality approach “We have to consistency and clarity, and support for too many examples of the same to everything we do, especially if it is to have a our people, to really enable them to challenges being faced by all our be more obviously linked to National make travel simpler. Everyone has a businesses but them being addressed in Express. commitment valuable role to play in developing a completely different ways, often with “So, in future, there won’t be separate and high- National Express approach and there differing degrees of success. teams developing bus, coach and train quality will be areas to learn from, and best “We also have the opportunity to products. Instead, a single integrated practice to teach, so there is scope for generate real value for our customers, team will look at our entire customer approach to plenty of personal development and our people and our stakeholders by base and design and specify products everything contribution from our people. taking advantage of our superb brand and services under the National Express we do” “We want to ensure our customers and using it not only to provide a brand, such as the development of a come first, that we make travel simpler consistent range of products and single National Express web portal, for them and improve the quality of services, but also to look to develop new rather than separate bus, coach and their lives. We need to make sure we do products and services in partnership train company websites. this for our own people, too. The new with others.” “It will still require all of us to branding will help us on our journey. Ray O’Toole, National Express Group continue our focus on the customer, The remainder of 2007 will see us Chief Operating Officer, says: day-in and day-out at the local level, but getting ready for integration, but 2008 “To do any of this we have to have a it will mean that there will be more will be the year of making it happen.” 21492 Beetroot_p6-7.qxd 2/11/07 11:01 Page 7

07 FAMILY TRAVEL

The kids are all right

Interior view of a new Transport Divisions of the UK How National Express Coaches is Caetano Levante coach showing child’s and the leading the way in family travel booster seat and Vehicle and Operator Services Agency, seatbelt and child car which have been involved at every stage As well as making travel simpler for friendly zone of eight seats in a special seat fitment of the comprehensive development and customers through a range of market- configuration. This will allow family testing process. savvy innovations such as mobile- groups to travel together with their Paul Bunting, Chief Executive, ticketing, print-at-home tickets and children. Each National Express coach National Express Group Coach Division, easy-to-use kiosks, National Express will carry a supply of branded booster says: “National Express is the first UK coaches is leading the way in children’s seats to enable smaller children to wear national scheduled coach operator to coach safety in the UK. a seatbelt safely. provide these extra measures enabling The company is fitting special all children, from newborn babies seatbelts and providing booster seats so DEVELOPMENT onwards, to benefit. We have a youngsters up to the age of 14 can The rollout marks the culmination of responsibility to take the lead on new travel in comfort and safety. more than a year’s intensive research customer-focused initiatives and this The new measures exceed UK and development work led by the new safety facility is designed to give Government safety legislation National Express engineering team parents and guardians extra introduced in October 2006 which made working in conjunction with reassurance that their children can it mandatory for all coach passengers of coachbuilders and seat manufacturers. travel safely with us.” 14 years and above to wear seatbelts. The seating solution adopted is broadly Duncan Vernon, Road Safety By the end of 2007, all new coaches identical across the range of coach types Manager at the Royal Society for the joining the National Express fleet will be that the company currently operates. Prevention of Accidents (RoSPA), says: fitted with special seat belts which can The safety enhancements have been “RoSPA is frequently contacted by be adjusted to suit the shape and size of approved by the Road User Safety and parents concerned about how they any child, as well as special Isofix can carry children safely on coaches. fittings which will allow parents to fix “National Express is the first UK national This initiative by National Express is to their own child car seat to the coach scheduled coach operator to provide these be welcomed, because it will increase seat base. the number of children who can make Existing coaches will be retro-fitted extra measures enabling all children, from use of seat belts when travelling by with the new seatbelts in a child- newborn babies onwards, to benefit” coach.” NX_issue4_p8-9.qxd 30/10/07 19:27 Page 8

08 THE EAST COAST FRANCHISE

Welcome to National Expre As we welcome former GNER employees into the Group, express outlines what lays ahead for this prestigious rail franchise

There aren’t many projects which David Franks, Chief Executive, inspire the kind of profile, interest and National Express Group Trains Division, fascination that the East Coast franchise says: “One of the biggest changes made has. Since 2006, when the Department to the bid, based on what stakeholders for Transport announced it would be and local people said they needed, was re-letting the East Coast franchise early, the introduction of a new direct service bringing the current franchise to an end to Lincoln via the East Coast main line. just two years after it had been re-let, it Lincoln is one of the fastest-growing has scarcely been out of the headlines. areas of the UK. Other winning bid Everyone from broadcaster Joan ideas, which stakeholders welcomed, Bakewell to Durham County Cricket are faster, more reliable services; more Club has a view on it. Listening to them, than 14,000 extra seats; and making and other people along the route, was a travel simpler, so that more customers key factor behind the winning approach can buy online, with simpler fares and taken by the National Express Group better travel information. Stations will East Coast bid team. have clearer, advanced information By the time the Group was equipment and, once on-board, announced as the winner this August, customers will receive excellent service literally thousands of comments, in contemporary surroundings.” opinions and preferences had been But that’s just the start of it. The listened to – and put into the winning hard work really starts now. Putting the bid. plans into practice is the job of the East

Inverness Coast mobilisation team, based in 207 Old Street and in offices now open in York. Queen Street The mobilisation team, Haymarket Dunbar comprising members of the Central Berwick-upon-Tweed Motherwell original bid team, expertise Almmouth Morpeth from the Trains division and NEWCASTLE wider Group, now has just Durham one month to ensure Darlington everything is in place

Northallerton for the new Skipton Harrogate Scarborough franchise to start on Keighley YORK 9 December. Huddersfield Hull That’s 17 different Selby Wakefield workstreams, Grimsby DONCASTER covering every aspect THE FRANCHISE IN NUMBERS

Retford Lincoln of running a high- 12 managed stations (11 in England, 1 in ). Newark performing railway. Norwich Grantham One way that 136 services a day (increasing to 162 a day from National Express December 2010). PETERBOROUGH East Coast is 31 225 (electric) and 9 125 (diesel) trains in the fleet, plus an Prinipal ICEC services continuing to listen Cambridge additional fleet of IC110 trains from December 2010. Other ICEC services to everyone who has Stevenage 17 million passenger journeys per annum, rising to OtherKEY non-ICEC connecting services an interest in it, is 28 million by 2015. Principal stations through the “Your Prinipal ICEC services LONDON East Coast” website 4 hours 40 minutes Edinburgh-London journey time. By Other stations King’s Cross Other ICEC services – find out more 2015, this will reduce to 4 hours 20 minutes for the fastest Other non-ICEC connecting services about the newest part of the services. Principal stations National Express Group at 3,000 employees (approx). Other stations www.youreastcoast.co.uk. NX_issue4_p8-9.qxd 30/10/07 19:27 Page 9

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BACKGROUND TO THE FRANCHISE The franchise for the East Coast was first let in 1996, when the current Great North Eastern ress East Coast… Railway (GNER) company was first created. GNER was originally awarded a seven-year

© photoeverywhere.co.uk franchise in April 1996 to run what had been ’s InterCity East Coast division. The company was later granted a two-year extension, allowing it to operate trains until 2005. When this franchise expired, it won a renewal until 2015, overcoming rival bids from Danish State Railways, , Scottish and North East Railway, and Inter City Railways (a consortium of , , and Virgin Group). In December 2006, the DfT announced that it had entered into a management agreeement with GNER to bring the franchise agreement to an end, with a new franchise letting process to commence. This was the bidding process which National Express Group entered, in competition with Virgin Stagecoach/GNER, and First Group.

FRANCHISE TIMETABLE

15 December 2006 – management agreement with GNER announced December 2006 – expressions of interest invited 15 January – expressions of interest submitted 15 February – end of DfT consultation 20 February – shortlisited bidders announced 8 March – invitation to tender issued 6 June – submission date 14 August – announcement of franchise winner 9 December – start of new franchise

KEY FACTS AND FIGURES

Revenue: Around £500 million in year one. Franchise term: Seven years and five months. Key services: Regular services between London King’s Cross, Peterborough, Doncaster, Leeds, York, Newcastle, Edinburgh and Glasgow, with some services extending to , Aberdeen, Hull, Bradford, Skipton and Harrogate.

Clockwise from top: The Angel of the North (Newcastle); Glasgow; Lincoln; York and Edinburgh

WHAT PEOPLE ARE SAYING ABOUT THE EAST COAST FRANCHISE

“We are absolutely value over the long term. are really looking forward for businesses across our it continues to be a delighted that we have The award represents a to working with them over region. We welcome the ‘premier route,’meeting won the UK’s premier massive vote of confidence the coming years, and we announcement that the needs of the business railway which in the Group.” are very excited to be National Express has won traveller. links the capital cities of Richard Bowker welcoming a new team of the franchise. Quick, “We are also pleased England and Scotland and Group Chief Executive employees to the National reliable and sensibly- that National Express will many important cities in Express Group family.” priced services on this key be introducing some new between, and probably has “During the bid David Franks, Chief artery are a priority for our services, facilities and more Members of Parliament preparation we consulted Executive, National members. additional car parking per mile using it than any stakeholders up and down Express Group Trains “We hope National capacity.” other! We have delivered a the route, asking for their Division Express will be able to Michael Oughtred, bid which is ambitious, comments and opinions meet the challenges of President, Yorkshire & deliverable and structured on what they wanted for “This route is a vitally rising demand for services Humber of to generate shareholder this flagship franchise. We important link to London on the line and ensure that Commerce 21492 Beetroot_p10-11.qxd 2/11/07 11:07 Page 10

10 THE BIG INTERVIEW

Moving on to the next level

National Express Group Chief Executive Richard Bowker talks to express about his vision for the Group

It’s been a year since you joined the partnerships forged with the Football “I’m Group. What have been your personal Association and Wembley Stadium. It’s delighted highs and lows over the period? early days for both, but I’m confident The last year has been phenomenally that they will be a success, along with with our busy and during this period I believe the many other things we have planned. recent win of Group has achieved a huge amount. The bus division has also had a the InterCity One of the biggest highs has been really great year, seeing solid passenger East Coast UK the acquisition of Continental Auto. growth, new routes and products, and This consolidates the Group’s position the signing of the groundbreaking bus rail franchise as a major international business and partnership deal between Travel West and the hard the leading coach and bus operator in Midlands and Centro. work of the Spain. We closed the deal just a few Our North American business weeks ago and there is now a great deal enjoyed an unprecedented bid season, rail bid of work under way to integrate it into winning more than $38 million of new team” the National Express Group family. business and retaining over 95 per cent I’m also delighted with our recent of its existing business contracts. We win of the InterCity East Coast UK rail now operate in 27 US states as well as franchise. It was just reward for all the Canada. hard work of the rail bid team. National The biggest low was the coach crash Express put in a lot of effort on the East in January this year, followed by the Midlands bid and losing the franchise recent incident at Newport Pagnell. was a real blow, especially given the These came as a great shock, given the incredible performance of our Central exemplary safety record that coaches Trains and Midland Mainline continue to have, as coach travel colleagues. Still, we can be incredibly remains the safest form of road proud of everything we achieved and I transport. However, that track wish all teams transferring to the new record is only going to be kept if franchise well, along with our Silverlink we ensure we are never ever colleagues who will transfer with many complacent. I am confident Central employees to the West we’re not, but we’re working Midlands franchise or to the London very hard to ensure lessons Overground concession. are learned in these The InterCity East Coast win is a incidents. superb one which catapults us back to Obviously, our thoughts the top of the Premier league of always go first to those who inter-city operators. I’d like to welcome are injured and the families of everyone at GNER into the National those who died. I would also like to pay Express family and look forward to tribute, however, to the team at working with them. coaches both in Birmingham and at the Other big highs include the work incident scene for their tremendous within our coaches division, especially professionalism. Thanks also to the the special events and product team at Silverlink who helped out at development teams who have worked Newport Pagnell recently, evidencing so hard in many areas, for example, the what a great family National Express launch of Commuter Coach and the Group is. 21492 Beetroot_p10-11.qxd 2/11/07 11:07 Page 11

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What have been the key overseas completion of the Transformation single product development and developments? project which is now under way our specification team called Strategic A lot has been happening in both the school bus business will stand head and Marketing. Spanish and North American shoulders above the rest. This team will be responsible for businesses. We’ve just completed the listening to our customers and then deal to buy Continental Auto which What are the highlights in the bus setting out the products and services cements our position as a leader in the business? that we are going to sell to our Spanish market. The bus business quietly gets on with customers, and the way in which – and We received unconditional its day-to-day business, yet it has the standards to which – the operational clearance from the Spanish competition secured some real achievements over “ I’ve been teams will have to deliver them. authorities which means we are now the past year. The bus partnership deal really pleased able to integrate the business into our we signed with Centro will deliver with Alsa’s How do you see the overall strategy for Spanish operations sooner than we increased quality on six routes as part of Group? originally anticipated. I’ve been really an initial £6.5 million deal. Travel performance Our overall strategy is simple and clear pleased with Alsa’s performance and, London has secured a number of new and, although and consists of three parts: although there is still a lot to do, we contracts and Travel Dundee is achieving there is still • to continue to do those things that we have demonstrated what we can good growth through its strong local a lot to do, already do well and wherever possible achieve in the Spanish marketplace. authority partnership. grow by doing more of the same Also we are really looking forward we have • acquire new businesses in sectors and to welcoming the Continental What are going to be the key drivers for demonstrated countries in which we are expert management and people to the Group for the next 12 months? what we can • work hard to optimise the value of our the Group, and seizing the We are working hard to integrate the brand. opportunities that exist in bus, train and coach divisions into a achieve in the Now we have a clear strategy in the Spanish market in single UK business (see page 6 for more Spanish place, we must deliver on all our the future. details) under Ray O’Toole’s leadership. marketplace” promises. Delivery will be a key theme The North The new structure will go live on for the Group in 2008. We must all ask American school bus 1 January 2008. It represents a massive ourselves: What am I doing to make team has had its change, and goes hand in hand with our travel simpler for our customers? Every best-ever year. The new connected branding, which is being employee has something to contribute. Group is seen as rolled out as we speak. a quality Integration is massive because these What does all this mean for employees? operator in divisions of bus, coach and trains will no It will mean changes, challenges and North longer exist as we all know them today. some great opportunities to be part of a America In order to become really customer- thriving, customer-focused Group that’s and on focused, the UK division will have a really going places.

The partnership between National Express, the FA and Wembley Stadium was a major development in 2007 21492 Beetroot_p12-13.qxd 2/11/07 10:59 Page 12

12

The smarter airport transfer service

of the pick-up point, they get an express unveils a new product that’s making travel automated phone call advising them. simpler for visitors to London Similarly, customers returning to the airport are sent a text informing them when their hotel pick-up will be made.” This month sees one of the most three further pre-booked set-downs “Everyone that has seen significant National Express Group FAST FACTS will be made. This means that most product launches for some time with • dot2dot journeys will be faster than these striking silver-liveried the rollout of National Express dot2dot incorporates conventional airport shuttle services vehicles has been -– an innovative new airport transfer Hotelink, with multiple stops. The vehicles, impressed, so much so that service which fulfils the Group’s purchased by classified by Transport for London as a number of hotels have promise of making travel simpler. the Group in buses, are able to use designated bus National Express dot2dot is a April 2007 lanes. requested to use them on a transfer service which uses a fleet of • 44 brand new Fares for individuals and groups are private hire basis” luxury 10 and 12-seater shuttles with will highly competitive and, in most cases, luxurious leather seats and the latest be in service by cheaper per person than equivalent Much thought has also gone into in satellite navigation and congestion January 2008 airport express train and taxi journeys. fast, simple, control-to-driver avoidance technology. The vehicles • 200 drivers will Ray O’Toole, National Express Group communication. Each driver will receive have been designed to ensure plenty of be recruited by Chief Operating Officer, says: “This information on exactly who needs to legroom and space for luggage. January 2008 exciting new venture is designed to be picked up, how many stops there The service is complemented by • dot2dot is part remove a lot of the hassle that visitors are, and where and when they need to trained drivers recruited for their of the Go face when arriving at London . be collected, by text messages sent to customer service aptitude. Airport Shuttle We have invested significant amounts an on-board visual display. Initially, the shuttle vehicles will consortium, the in ensuring that the technology that Adds Ray: “As well as website operate between Gatwick and largest of its supports the service meets their need bookings, we have worked closely with Heathrow airports and central London type in the for up-to-date information. BAA to establish help desks at the hotels. world. “For example, 30 minutes before the airports where customers book in The vehicles will pick up incoming booked pick-up time, customers are person. At Heathrow, these will be visitors at either airport. On each sent a text message reminder and, manned throughout the time the journey into London, no more than when the shuttle is within half a mile airport is open, from the first flight to NX_issue4_p12-13.qxd 30/10/07 19:35 Page 13

13 How the Group is shrinking its carbon footprint – turn to page 14

NOMINATIONS FOR EXPRESS AWARDS

As this issue went to press, the Group’s Express Awards were due to take place. The following individuals or teams were nominated for the 2007 Awards:

c2c Steering Group – Stacy Hanson, Suzanne Linggood, Andy Mead, Kim Gorman, Iain Palmer, Gordon Park, Gill Skelton.

Central Trains Lichfield City station team – Jim Brown, Peter Bryant, Melvin Lane, Cream of Gordon Ray, Chris Wakeman. Andrew Cordwell, Production the crop Manager. Midland Mainline express gives an update on John Green, Customer Service Officer, station. the 2007 Express Awards Mohammed Ayud, Duty Station Manager, Sheffield station. the last. In time, there will also be The National Express Group Express Awards ‘one’ customer self-service points.” recognise the outstanding endeavours of those Barry Eagle, Train Driver. Ray continues: “Everyone who has employees who go well beyond the norm in their seen the striking silver-liveried vehicles everyday work or leisure hours, resulting in a National Express Coaches has been impressed, so much so that a significant improvement to customer service, the Lisa Colgan, Sales Manager. number of hotels have requested to community, the environment, other people’s lives use them on a private hire basis. We and the fortunes of their Group company. Silverlink County will be showcasing the shuttle buses at Employees are nominated by their colleagues and Darren Ward, Operations/Fleet this month’s World Travel Market at each national nominee is selected from the best Interface Manager. London’s ExCel Centre, when all local award nominations. transport to and from the event will be This year, the Group has received a crop of Silverlink Metro provided by us.” superb entries and each nominee has been Jose Pereira, Deputy Area Station For more information go to invited to attend a gala dinner and awards Manager. www.dot2.com ceremony in London at the Park Lane Sheraton Hotel, where the outright winner will be Travel announced. Ian Ramsay, PCV Driver. Look out for details of the 2008 scheme, which will be published in the New Year. Travel Dundee Norrie Clark, PCV Driver.

Travel London Sam Saifar, Service Delivery Officer.

Travel West Midlands The Dream Team – Paul Bishop, Steve Bradbury, Paul Cockin, Chris Fellows, Graham Houlston, Kerry Jukes, Roy Rowe, Lee Watters, Sandy Webb, Phil Wilkes. NX_issue4_p14-15.qxd 30/10/07 19:43 Page 14

14 ENVIRONMENT

How we’re shrinking our carbon footprint

Head of Group Environmental Strategy, Nick Coad, explains the Group’s current environmental stance

Following the December 2006 FAST FACTS reduce greenhouse gas emissions. the fuel, National Express Group publication of the Stern Review on the Greenhouse gas Many transport operators are recently decided to abandon its Economics of Climate Change by Sir emissions switching to biofuels which are derived proposed trial of biodiesel fuel in its UK per passenger Nicholas Stern, Head of the UK from plants or recycled oil – to address bus division until sustainably produced kilometre Government Economic Service, there (Group operations this issue. biofuels are available. The decision has been a huge surge of interest in only) However, the production of biofuels made media headlines and the Group environmental issues and specifically, from crops is increasingly being linked received widespread support for its how companies are addressing them. BUS: 106g to the destruction of natural habitats position. Other companies, including Many businesses have been making CO2/pass.km and wildlife, as farmers seek to retailer Asda, have followed our lead bold claims about their “green” COACH:29g increase production of these valuable and suspended their own trials. credentials – some of these have been crops by planting more extensively. For its part, the Group will continue CO2/pass.km well thought out and ambitious, for With much farmland already to take the lead in the environmental example, Marks & Spencer’s Plan A – TRAIN :52g consisting of fields of monocultured arena and not shirk from making working with customers and suppliers CO2/pass.km crops, the fear is that widespread difficult decisions. to combat climate change, reduce adoption of biofuels may reduce Climate change is a massive waste, safeguard natural resources, Figures calculated animal and wild plant habitats yet challenge to society and the Group has by the Edinburgh trade ethically and build a healthier further. a key role in helping the move to a low- Centre for Carbon nation (there is no Plan B!) – while Management. Additionally, food costs are carbon economy. others have been nothing more than becoming higher as production is It is our aim to be a truly low-carbon “green wash”. switched away from staple food crops. business and to offer attractive The reality is that environmental Because of these factors and concerns alternative modes of transport to the issues are often complicated and about the long-term sustainability of car or plane. We’re working with other involve complex trade-offs. One leading brands in the Climate Group’s particular initiative may be good in “The production of biofuels from “We’re in it together” campaign to addressing one issue, but worse with promote the benefits of our services respect to another. crops is increasingly being linked to and will continue to take steps to An example of this paradox is the the destruction of natural habitats reduce energy use in our vehicles and use of biofuels, which can help to and wildlife” on our sites. NX_issue4_p14-15.qxd 30/10/07 19:43 Page 15

15 A DAY IN THE LIFE

Express delivery A day in the life of: Ian Allison, ‘one’Chef and Duty Catering Manager

I work from ‘one’s’ Norwich station and prepare and cook meals in the restaurant cars on the Norwich to London Street route. My duty roster covers nine weeks, and over this period the hours worked average 35 per week. In a five-hour early morning shift I serve 48 meals, and on a 10-hour shift, 96 meals. ‘One’ train chefs also come in on Sundays every nine weeks to work in the food stores and prepare food for the Monday morning services. On earlies, I cook breakfasts on five journeys into, and out of, Liverpool Street. Before leaving Norwich, I prepare and check the food which is brought onto the train in airline-style fridges. The restaurant car is a 24-seater and when we have a full house, it becomes exceptionally busy in the kitchen and serving area. The full English breakfast is by far the most popular option and the breakfast cars are always very busy – on the inbound services, we’re often full by Ipswich. Demand for lunches varies by train, but in the evenings, the restaurant cars are again always full. The dinner Ian Allison prepares menu – which represents great value smoked salmon one go, where possible. It is much more Esther Rantzen and Amanda Donohoe, for our customers – is more extensive, bagels with chive pressurised than working in a among others. with starter, main and dessert cream cheese (above) conventional restaurant, where the chef As Duty Catering Manager, I talk to options, so there’s more for me to cook and Lowestoft generally has more flexibility and the the other train chefs every day, helping kippers for the and serve. breakfast service orders are more spread out. I work as a to resolve their problems, and I also I start cooking almost immediately (below) team with the restaurant car have a personal input to the menus. after departure from Norwich or stewardess and assistant and bar There’s no Saturday restaurant car London. I aim to get the orders out in steward who report to me – we share a service on the route, so this is a free day very compact working space, so you for the chefs. Outside work, I enjoy learn to work with each other to get playing snooker or pool and watching the meals out quickly! I enjoy being a football. I support Blackburn Rovers. team leader. I get a lot of satisfaction from CV knowing that our food and service have Ian Allison has clocked up 16 years in won awards for being best in the UK catering, the last four with ‘one’. He railway industry. We often get has cooked for royalty, including Prince complimentary e-mails as well as verbal Charles and The Queen Mother, when feedback from our customers. We pride the event catering company he was ourselves on our fresh food, which is working for was asked to provide mainly sourced locally from producers catering at the decommissioning of the across East Anglia. Royal Yacht Britannia. He has also We get quite a few celebrities on worked in the hotel and pub sector, this route and in recent weeks we’ve having previously run his own pub near catered for Michael Palin, Suzi Quattro, Cambridge. 21492 Beetroot_p16-17.qxd 30/10/07 19:46 Page 16

16 CORPORATE SOCIAL RESPONSIBILITY

The National Express The n:gage team take a break from enhancing Group genuinely the cycle route … seeks to enhance the

e quality of life in the

t communities it serves on a number

u of levels, not just by providing bus, coach o and train services r

that make travel simpler. express gives e Engaging graduates a flavour of exactly l

how its people are Earlier this year, 13 former, current and a Japanese interlocking bench from

b making a difference new members of the National Express scratch, as well as plenty of hedge Group’s graduate programme helped trimming and path raking. For a lucky i to make a vital UK cycling and walking few volunteers, it also meant having a route a safer and greener alternative to go in diggers, dumper trucks and road s using busy adjacent roads. The rollers. graduates joined volunteers at the Team members are all part of Sustrans (sustainable transport) work n:gage (National Express: Group and n camp in Flax Bourton, Somerset, for Graduates Engaging) – a voluntary two days to help work on a 1.3 mile group, established in 2006, which aims

o traffic-free route to allow local people to support the National Express to cycle and walk between Long Group’s commitment to corporate Ashton and Nailsea. social responsibility by undertaking a

p Highlights included constructing a range of activities to support the bridge using railway sleepers, building communities it serves in the UK. s e

r A Wizard

e solution

UK rail operator c2c proved it could reach out to the

h youngest members of the community by running a special Wizards Express train for children and their

t parents from Southend to London during the 2007 summer holiday period. Children enjoyed exciting onboard entertainment, including face painting by a team

g of enchanting “witches” and enjoyed watching the magical creations of a team of balloon modellers. A kind, elderly white-bearded wizard and a slithery master of the

n darker arts provided additional magic. The special train also highlighted c2c two-for-one summer entertainment i deals for families, allowing them to enjoy special concessions on top London attractions on the day.

k Says Gary Webb, c2c’s Marketing Manager: “Themed trains provide a superb platform to launch leisure initiatives, and our Summer in London campaign used the Wizard a Not the usual reception Express to kick start the summer holidays on c2c. Patronage on the commuter train to London! was up by more than 40 per cent, compared with last year.” T 21492 Beetroot_p16-17.qxd 2/11/07 10:52 Page 17

17 Graduate trainee Davina Bajorek sheds light on her experiences working in Spain – turn to page 20

Travel Coventry Family day benefits charity helps to find a and Central staff and their families, as well as with prizes ranging from a family way... Maintrain employees organising contractors, visited the historic trip on the steam Shakespeare a Tyseley depot Family Day – this site. Express to Aston Villa and Travel Coventry is assisting an year marking 99 years of Tyseley Attractions included a display Birmingham City football tickets initiative, called Routeforward, as a railway depot and a decade of diesel, electric and steam to seats at the Birmingham which pairs volunteers with people of Central Trains – were able to locomotives and children’s Hippodrome. with learning disabilities to help present leading UK cancer entertainment including Says Helen Johnstone of them find their way around charity Cancer Research UK with fairground rides, face painting Cancer Research UK: “It was great Coventry. a £5,300 cheque after raising the and a variety of competitions. to see people enjoying themselves The operator has donated 11 money from the fun-filled day. Adult visitors were able to and raising such a large amount annual bus , worth Hundreds of visitors, including purchase collectable of money for Cancer Research at £3,500, to encourage more people Central Trains and Maintrain merchandise and enter a raffle the same time.” to get involved and it has pledged more free passes as more volunteers join. The scheme aims to assist people with learning disabilities gain confidence as they learn to travel independently around the city. Volunteers act as “travel buddies,” until they feel ready to travel on their own. Bernard Delaney, Managing Director of Travel Coventry, says: “By working together with Routeforward we hope that we are Central Trains and Central Maintrain employees hold the cheque for £5,300 for Cancer Research UK On your bike! Fifteen employees from Travel travelled through the UK, they We faced various difficulties West Midlands’ Pensnett garage – also raised the profile of several along the way, including bad also known as the “Dream Team” missing persons cases in specific weather, some of the team being – recently undertook an epic 520- regions of the country. ill and technical problems with mile charity cycle ride using just Says Paul Bishop, PCV Driver the bikes. But we finished, two tandem bikes from Travel and bike ride co-ordinator: “It was although we’ll probably never do Dundee’s East Dock Street depot a very tough four days, but we all anything like that again in our to Travel London’s Walworth bus managed to keep our spirits up lifetime!” L-R: Phil Smith and Bernard Delaney of garage in four days to raise funds throughout our time on the road. The team raised £5,500 for Travel Coventry with travel buddy Jaiskeree for Missing People, formerly We’re all very tired but immensely Missing People, which is one Gangani and learner Karen Jenkins known as the National Missing pleased and proud that we of the Group’s sponsored playing some small part in making Person’s Helpline. As they completed the challenge on time. charities. life easier and safer for those who need a helping hand. Walworth – journey’s end. The Dream Team marks the support of their Travel Dundee, West Midlands and London colleagues by unveiling the England and Scotland national flags at the Travel London bus garage “The annual travel passes will be a small reward for those caring people who volunteer to become travel buddies and we hope this donation may attract more helpers.” Adds Christine Eade from Routeforward: “We are very grateful to Travel Coventry for their generosity. It’s great to have so many organisations pulling together to make the lives of learning disabled people more fulfilling by helping them become more independent.” NX_issue4_p18-19.qxd 30/10/07 19:48 Page 18

18 Earlier this year, National Express Group announced that it is now the Official Travel Partner of the England football team and the FA Cup INTERVIEW until the end of the 2010 FIFA World Cup, and the Coach division is the Official Travel Supplier to Wembley Stadium for the same period. On the ball

Few people realise that the Football Association (FA), National Express’partner, reaches out to communities at all levels. express spoke to the FA’s Chief Executive, Brian Barwick, to find out more

Could you tell us about the FA’s work participate in football at any level they good causes the length and breadth of beyond top club level? wish, and this is a challenge, an the country. This drew a crowd of 80,000 If the tip of the FA iceberg is opportunity and a responsibility for us. people, and for me, was a better game represented by the England team than the FA Cup Final! and the FA Cup, the reality of our work What do you think about the growth in is that we do a lot that’s under the women’s football? What are your thoughts on the new waterline. The FA has a significant I’m a huge advocate of women’s football Wembley stadium? grassroots impact. At this level, there and hot-footed it from the England v I’m immensely proud of the new are 37,000 clubs, 2,500 leagues, 30,000 Russia men’s game at Wembley to Wembley Stadium and being the Chief referees and 500,000 volunteers. Seven Shanghai to see the England women’s Executive who got it past the post. The million people participate in football team’s goal-less draw against , 2007 FA Cup Final was an outstanding events every weekend – more than all then on to Chengdu to see them beat moment when the whole world was other sports put together. We’re Argentina, before their quarter-final watching us. With a capacity crowd of dealing with a growing social elimination. They’ve come a heck of a 90,000, A-list participants and guests phenomenon, and the FA understands long way. For our part, we have put from around the world, and two massive that it has to give as much emphasis to considerable effort, time and money teams, Chelsea and United, community football as top league into the women’s game. What matters we showed the world how to stage a football. most to me is maximising participation: fantastic football event. At the England I’m particularly excited by the FA’s I believe women’s football has a great v Germany friendly, the great Franz Respect initiative – about improving future and the next few years will be Beckenbauer told me that we have the behaviour both on and off the field – very important. best stadium in the world. It’s a very which launches with a pilot scheme in special place, and the players like it, too. eight counties around the country from What does the FA do for charitable January 2008. Football is such a causes? What do you feel about the sponsorship powerful phenomenon, as it can reach The FA is a not-for-profit organisation – arrangement with National Express? out to those individuals in society that last year, we redistributed more than Our partnership with National Express is normally shun authority and we can £60 million back into the game, half of significant. The FA sells out events and use it to promote positive messages, which goes into the national game and sends fans across the world, so when too – for example, on health, education the other half into grassroots. This is we knew National Express was and obesity. expected to increase to £100 million. interested in FA sponsorship, we saw Of course, most people think that It’s important that the money is used in it as a perfect fit, which would work there’s just one England football team, the right way and we are well aware of commercially for both parties. Our but to the FA, there are 23 England our responsibilities in supporting partners are very much part of the teams – ranging from the England charitable causes – we’re proud of FA family and we look forward to women’s team to our cerebral palsy bringing back to Wembley the developing our relationship with and blind teams. We believe that Community Shield for instance, which National Express to 2010. everyone should be allowed to generates funding for charities and 21492 Beetroot_p18-19.qxd 2/11/07 10:55 Page 19

19

Time Traveller GARY NEVILLE, MANCHESTER UNITED SKIPPER AND ENGLAND CORNERSTONE, WHO HAS PLAYED FOR UNITED FOR 14 YEARS AND WON 85 CAPS FOR HIS COUNTRY, HAS TRAVELLED EXTENSIVELY BY COACH TO GAMES OVER THAT TIME. HE SPEAKS TO EXPRESS ABOUT HIS EXPERIENCES

express: Were you a regular coach express: What is your favourite traveller as a youngster? way of travelling? GN: I’m a regular coach traveller GN: To be honest, I love driving. It now! But coaches have always gives me a great sense of been a part of my life since I was freedom. I can relax and play my young. I was always going on own music. It feels as if you school trips and off to football really created your own space. tournaments at the weekends. The great thing about coaches is that they’ve moved with the times. They feel like first-class travel, with ovens and fridges and all those sophisticated mod cons on board.

express: Given all the time you spend on coaches, how do you spend time on board? GN: We’re usually on a coach for between one-and-half to two hours. But we’ve got DVDs and music and the time just flies by. Some of the lads even use their PlayStations on the coach. The great thing about coaches is that it’s such a sociable atmosphere on board. You feel you are part of a special group of people and everyone talks to each other and makes an effort to get on.

express: What’s been your worst travelling experience? GN: Without a doubt, the return flight from the World Cup in Germany. We were flying back to Manchester when we “I believe were hit by a storm. I’ve never experienced women’s turbulence like it. We were football has diverted to Liverpool. I’d be the first to admit flying is a great not my favourite mode of future and transport. I think it’s because I don’t feel in the next control. You feel very few years helpless. It’s not fear as such, it’s just the will be very element of control. important” 21492 Beetroot_p20.qxd 2/11/07 10:37 Page 20

Written and produced by Beetroot Publishing, 20 44 New Inn Yard, London EC2A 3EY. Printed by Beacon Press, Bellbrook Park, WORKING LIVES Uckfield, East Sussex TN22 1PL. Beacon Press is the first Carbon Neutral printer in the world and is registered under the ISO 14001 and EMAS environmental schemes. Learning the Alsa way

National Express Group graduate trainee Davina Bajorek talks to express about her secondment to Alsa in , Spain

Modern languages graduate Davina “Alsa receives a lot of visitors from understanding of Group operations. Bajorek joined the National Express “The key difference between the Group graduate training programme the UK and one of my roles here is to Spanish network and the UK’s long- in September 2004. After a spell as help with translation at meetings distance coach network is that the Executive Assistant to former Group attended by UK guests” Spanish services are much more Chief Executive Phil White, she was regulated and the UK’s are more seconded to Alsa’s commercial office liberalised. in Madrid, Spain. evenings to end at around 01.00. For “My first month or so in Spain was the first six weeks, I was starving! DIFFERENTIATION spent really getting to know Alsa, You learn to be more flexible in this “In Spain, services are bundled into a travelling around the coach network environment. The culture is more series of concessions around eight and meeting many people across the traditional European and family- years in length and although there is business, being a mystery shopper orientated than the UK. no direct competition on routes, and providing feedback on my “I’ve learnt a lot about marketing maximum fares are set and minimum experiences. Subsequently, I worked with Alsa, including how external service levels are specified. This does directly on a marketing campaign for advertising agencies work and I’ve not prevent an operator developing Alsa’s airport coach services and gained a detailed understanding of additional services. Also, there is helped in the launch of Alsa’s its advanced telesales system. I plenty of room in the Spanish market updated bus loyalty scheme, BUSPlus. attend the monthly meetings of the for market differentiation (eg, The airport marketing campaign commercial division, too, and have standard, business and luxury coach sought to give the company’s gained a valuable understanding services), which I feel is something products a more consistent of new products and aspects that could potentially benefit our UK image across the Spanish, such as incentivising the operations. English and German tourist salesforce. “Working overseas represents a markets. I’ve also been “Alsa receives a lot unique opportunity for someone to involved in writing press of visitors from the learn more about Group operations, releases, radio advertising UK and one of my and I would thoroughly recommend and sending information to roles here is to help it. My Spanish has improved tourist sites. with translation at dramatically, and I’ve made a lot of meetings attended new friends here. My secondment in RHYTHM by UK guests. This Davina Bajorek and Spain comes to an end at the end of Alsa BUSPlus “The working day too has helped to advertising on an Alsa 2007 and I’m talking to people about operates to a broaden my long-distance coach my next role, so watch this space!” different rhythm to the UK – the Spanish way of life means that days are more extended. Working hours are from 09.00 to 14.00 and 16.00 to 19.00, with a two-hour lunch break, and thereafter most people won’t eat again in the evening with their families until 22.00. It is quite common for social