At the beginning of the year the first buses in the UK fitted with Euro III engines were introduced at Travel West Midlands. These buses are the cleanest in the UK and are fitted with revolutionary ecobusting particulate traps which help to keep exhaust emission levels to a minimum.
			The growing popularity of booking tickets on the internet has encouraged us to open a telesales facility to support this channel. Alison Nimmo, Chief Executive of Sheffield One, opened a new high tech 27,000 sq ft call centre in Sheffield for our UK rail companies to provide telesales, customer service and co-ordinated customer contact handling.
	We have spearheaded the introduction of a new portable ticketing system across the UK rail network. New ticketing units called Advantix Mobile, incorporating leading edge technology, will provide greater flexibility, efficiency and improved service for passengers and staff by providing latest ticketing and timetable information.
			A new customer service improvement programme, Silver Service, was introduced on Silverlink this year. This programme was designed to improve customer service and to respond to the findings of customer research. On-going progress is regularly monitored through a mystery shopper programme.
	Wales & West undertook a number of successful marketing campaigns during the year including “Join the Movement”. One million free tickets were distributed to householders across the Wales & West catchment area to attract potential customers to train travel.
			Work began on the construction of the Midland Mainline new Customer Service Academy based in Derby. The Academy, which opened in April 2002, provides a multi-purpose centre for recruitment, induction, customer service and skills development for rail staff within the Group.
	The Rt Hon John Spellar MP, Minister for Transport, opened our 30,000 sq ft customer contact centre for the coach division in Birmingham. This facility provides valuable internet and direct sales support.
			Hillary Clinton and Charles Schumer (right), Senators for New York, visited Stewart International Airport to mark the opening of the new Facility Inspection Station which will make the airport more attractive for international cargo carriers. Chuck Seliga, Managing Director of the airport pictured left.
	At the beginning of September we launched Durham School Services, the new branding for the USA student transportation division. This distinctive new branding has been rolled out across all our school bus operations, providing the division with a consistent umbrella brand which incorporates all the established Durham values.
			As part of the Strategic Rail Authority’s remapping of the UK rail network, the new Wales & Borders and Wessex franchises were launched on 1 October. As part of the Prism acquisition we agreed with the SRA to oversee their transition and formation.
	We acquired the Glenorie Bus Company, opening the way for new and better integrated services. This acquisition gives our Sydney Westbus operations critical mass. A key objective for 2002 is to grow our business in the Hills district of Sydney where Glenorie operates under the Hillsbus brand.
			In December our coach division won the best marketing campaign of 2001 for its £10 travel offer at the Coach and Bus Week Awards. 250,000 customers took advantage of the promotion over the ten week promotional period.