Customer Commitments

At 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’


We regularly 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.

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.


We work closely with Transport Focus which represents the interests of passengers. We consult them when developing new customer information products and timetable changes. We measure and review our processes through customer results. 


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