Customer

At First TransPennine Express we are dedicated to providing you with the best possible rail service. Our commitment to our customers is our priority. Our success relies on understanding our customers' transport needs and meeting their service expectations to enable us deliver our customer promise.

‘Delivering great service every day’

 

Over the last ten year £260 million has been invested to provide:

  • New, high quality Intercity trains;
  • Improved maintenance facilities;
  • Station refurbishment including new information, better access and security systems; and
  • Customer service training for all employees.

 

In 2013-14 has seen a further £60 million invested in new electric trains on our Anglo-Scots route boosting capacity across the network providing extra seats, more train services and creation of new jobs.

 

85% of customers say they are happy with our service, compared to 77% since the start of the franchise in 2004 and customer praise for colleagues has increased by an average of 21% every year.

 

Customer Satisfaction

We are a customer-led business committed to delivering the highest standards of safety, performance and customer care.

We gather feedback on how we are doing from our customers and use it to help shape our business and service offering. We continually measure customer satisfaction and service performance (reliability and punctuality), which is a key factor in customer satisfaction.

 

Service Quality

We have had a service quality audit system in place to measure the standard of service and facilities at our stations and on board against our agreed Customer Standards to drive and maintain high standards of service presented to the customer.

 

We work with Passenger Focus which represents the interests of passengers. We consult them when developing new customer information products and timetable changes. To grow and retain our customers we need to provide the train services that people and communities need, therefore we place our customers at the heart of our business.

 

Customer Information

We improve the way we manage and disseminate customer information and continually explore new ways to interact with our customers taking advantage of new technology and the rapid growth in social media.

 

In the event of disruption it is important that the information customers receive is timely, accurate and of a high quality.  A rail industry initiative called 'Passenger Information During Disruption' (PIDD) has been introduced to improve the way and what we communicate to our customers and to improve the interface between our train running control centre and frontline colleagues; by introducing 'disruption level thresholds' which if triggered an agreed response plan is implemented.

 

We provide useful customer guides to help answer some the most commonly asked questions about travelling with us and the services we offer and a guide about rail ticket products to ensure customers are better informed when travelling with us and further improve their journey experience with us.

 

Customer Service training

All of our employees receive Customer Service training, with a more comprehensive training for frontline colleagues, which includes the FTPE Customer and Retail Standards. FTPE has been recognised for the customer service training we provide through North of England Excellence and Customer Service Network training awards. 

 

Key Results & Outcomes

FTPE prides itself on delivering great excellent Customer Service and the results are industry leading for customer survey for questions relating to stations, customer information, employees. Despite not meeting target the for customer complaints we are significantly lower than our sector (Long Distance) for complaints per 100,000 journeys.

See results  (opens as pdf)

 

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