Customer Report Spring 2022

An introduction from our Managing Director

Find out how we've performed against our targets over the last six months.

In December 2021, we were proud to launch a new service between Newcastle and Edinburgh.

Our new Service Quality Regime, also referred to as SQR, launched in October 2021 to help improve the overall customer experience.

Find out how we’ve performed during the past six months and what initiatives we've introduced to enhance our customers' experience.

We are passionate about accessibility; our priority is to ensure all customers feel confident in travelling with us.

We’ve already taken steps towards becoming greener- we are on track to reduce carbon emissions by 30 per cent by April 2023.

We offer a two-year scheme where apprentices can ‘earn while they learn’ and gain the skills required to pursue a career in the rail sector.

Our communities are at the heart of everything we do, and we are committed to building relationships and helping those communities grow and develop.