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Customer service is at the heart of everything we do at TransPennine Express. Our Customer Experience team ensures the service we offer to our customers on-board our trains, at our stations and through our various channels is the best it can be.
Find out how we’ve performed during the past six months.
West Coast Kitchen
In February 2024, we launched our new onboard catering service ‘West Coast Kitchen’ on our services between Manchester, Liverpool, Lancashire, Cumbria and Scotland. The new catering experience will see two customer hosts on-board each service, with one dedicated to First Class, offering a personal welcome and farewell to every customer travelling with us. Standard customers will have three trolley services throughout the full journey, giving them more opportunities to order food and drink along the way.
The new menu for both first and standard class has been developed in conjunction with Rail Gourmet (RG), and we have sourced locally produced dishes as much as possible to show our commitment to the communities we serve along the route.
Surprise and delight initiatives
As part of our plan to make journeys better and to rebuild our relationship with our customers, we have ran various surprise and delight initiatives between February and April.
Those surprise and delight initiatives included handing out goodie bags containing TPE branded pancake mix and a lemon to mark Pancake Day. To celebrate Valentine’s Day, we gifted handcrafted roses to customers. As part of Love Your Pet Day we handed out pop-out water bowls. To mark the school holidays in April, we handed out ToyChoc Boxes to our younger customers and easter eggs.
Charm App
In October we launched our new app ‘Charm’, where colleagues can provide gestures of goodwill to customers on board trains and at our stations by handing out gift vouchers to over 100 popular retailers, through the app.
Ranging from £5 to £20, on opening the app Charm and inputting basic information, including the customer inputting their own email address or mobile number, they can have that voucher in their possession and ready to use straight away.
Whether colleagues are dealing with a customer whose experiencing disruption, or they notice someone celebrating a birthday, they can immediately give them a surprise and a feeling of positivity or joy, in the form of vouchers.
How we’re performing
We logged 9,377 complaints between P7 and P13. We responded to 96.19% of them within 20 working days, achieving our ORR of 95%. During the same time period, our complaints per 100k customer journey averaged at 69.8. This is due to improved levels of consistent with TPE’s performance and this helped us achieve our target of 83 for the whole year.
For Delay-Repay, we handled 161,145 claims, paying out a total of £784,582.79. We processed 88.57% within 3 working days and 97.09% within 5 working days.
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