Hello and welcome to the latest edition of our customer report, designed to provide you with a comprehensive understanding of the behind-the-scenes operations at TransPennine Express (TPE).
Over the past six months we’ve made great strides to improve stability with reduced complaints, overcrowding, short formations, cancellations and almost eliminating p-coding. In December, we introduced a new timetable which has delivered better reliability and punctuality to services for our customers.
Delivering the best quality of customer service for our customers is always top of our priorities and, in February 2024, we were delighted to introduce West Coast Kitchen; our new, enhanced catering offering. This is available onboard our services running from Manchester and Liverpool to Glasgow and Edinburgh. The new upgraded service includes an additional customer host onboard, as well as a new food and drink menu for both first and standard class.
In December 2023, we supported the opening of East Linton station, a historic moment as the station welcomed trains into its platforms for the first time in almost 60 years. To mark the occasion, we named the first train to stop at the newly opened station, ‘Hailes Castle’, giving the service a true Scottish welcome. The newly opened station sees TPE operating up to 14 services a day.
The Transpennine Route Upgrade (TRU) is an integral part of transforming our network in the north. Our TRU team works closely with Network Rail and Northern colleagues to deliver the improvements which will help enhance the performance, reliability, and sustainability of the route and minimise disruption to customers whilst doing so.
Also in December 2023, as part of the TRU works, we proudly supported the opening of the second platform at Castleford station, which saw the first direct train between Castleford and York in more than 50 years. This service was introduced to support improved connectivity across West Yorkshire. This significant milestone was made possible due to the first fully completed passenger infrastructure works as part of TRU.
Investing in our stations is part of our blueprint to make journeys better. November 2023 saw another moment in history for Hull as we celebrated the 175th anniversary of Hull Paragon Interchange with the completion of a mural that has transformed the Ferensway entrance of the historic building. We’re extremely proud to be adding to the rich history of the station.
At TPE we strive to make sure people from all backgrounds are welcomed. Whether that’s using our services or working for the business, we want to make sure everyone feels included and heard. The launch of the unity train during TPE’s Week of Inclusion in January 2023 was therefore a historic moment for the business. During the week of inclusion, we celebrated diversity and embraced individuality to unite communities.
The Nova 1 ‘Unity’ train, has been making its way through the North and into Scotland, becoming a beacon of hope for the millions of diverse communities we serve.
The train features the most up to date Pride Progress Flag that includes a five-striped chevron to the left side of the flag representing LGBTQ+ people of colour and the trans community. Also, to mark the week, we announced a partnership with The Proud Trust, an LGBT+ youth charity empowering young people to be proud of who they are.
Finally, I'm delighted to be leading TPE into this next stage of our journey, as we launch our Vision and Values. I am determined to keep our customers at the heart of what we do. As this report will explain, we continue to listen to your feedback and use it to make further improvements in the coming months. We look forward to welcoming you onboard soon.