Our Performance

At TransPennine Express we are dedicated to providing you with the best possible rail service. Our commitment to our customers is our priority.

We regularly gather feedback on how we are doing from our customers and use it to help shape our business and service offering. We also continually measure customer satisfaction and work with industry 3rd parties to deliver and measure our service performance (reliability and punctuality), which is a key factor in customer satisfaction


Our Customer Promise

We have many ways that you can get information about our services before you even get to the station.  On our travel Infomation pages you can check if your train is on time, affected by planned engineering works, check for the right platform and even sign up for alerts so we can text or email you if things are not quite going to plan ! You can also follow our services for all special event information

TransPennine Express works closely with other rail companies, National Rail Enquiries who can provide information on network disruption and Passenger Focus for survey satisfaction results in ensuring that we constantly improve in this essential area, including measuring our performance against passenger complaints.

Further information on our services can be found below.

  • ATOC code of practice  - Our industry minimum standards of how we communicate with you when services are severely disrupted. Here at TransPennine Express we also have produced detailed plans in our own local delivery statement that can be viewed here.
  • Vision & Values – About our vision, values and  objectives
  • Customer Commitments
  • Passengers Charter – Our commitment to you
  • Assisted Travel – How to arrange assistance to help you with your journey
  • Our recent performance  - Latest information on train service performance and service quality
  • Passenger Complaints per 100,00 journeys
  • Ticketing policy - New simpler names for train fares have been introduced across the National Rail network so now you can choose your train ticket. You can also find further season ticket information available to calculate the cost of your journey
  • Corporate Responsibility – Our commitment to being a responsible business in the communities we serve
  • Careers  – Find out about exciting opportunities to work for us
  • Stations - We display full travel information about what to expect at our stations; We aim, wherever possible, to display disruption information 28 days in advance when services change at Bank Holidays or because of Engineering Work. Further station information can also be found at National Rail Enquiries.











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