FTPE Family

Our First Transpennine Express Family

We will be publishing a series of videos explaining what some of our finest members of the First TransPennine Express family do. Since 2004 we have doubled the number of passengers on our network and introduced additional capacity. Paul explains his role as a train planner, an ever growing challenge which the team work on continuously, using innovative techniques to make sure that our fleet of 70 trains runs efficiently, operating 330 services a day and carrying 28.6 million passengers a year.

Customer Service Director, Kathryn, explains how she works with colleagues to deliver and enhance all areas of customer service, striving to provide the high level of service that our customers deserve. 

Daryl is a conductor on our services, he is the first point of contact for customers on board our trains. His priority is to provide the customer with a fantastic experience when travelling with us and also ensure that safety critical responsibilities are carried out. 

Anna-Jane, Head of Resource Planning, explains her role, working to deliver solutions when engineering and events occur. 

Billy is our Customer Service Manager based at Manchester Piccadilly where he works to enhance and deliver improvement in customer service in Manchester and the surrounding area. We've put together a short video explaining his role, what he does and why, providing some thoughts on the future.

Watch this space for the next video, next month, where we will  feature another member of the FTPE family.

  • Why do you let people stand in First Class that have standard class tickets?

    We don’t. Our First Class area is for the use of First Class ticket holders only and conductors make announcements confirming this and where possible will move non First Class ticket holders out of the area.

    Due to the crowded nature of many services it is not always possible for a member of staff to come through the train and manage this area.

    Conductors have very clear guidelines about when we allow standard class ticket holders to use the first class area and we would ask that all customers respect this policy.

    We appreciate some trains can be very busy but we would ask customers not to enter First Class unless invited to do so by the conductor

  • The information at stations is often not up to date, why?

    We would always advise that the best possible source of information is our station and train based staff. They are able to answer your questions and queries in the most up to date manner. We have also invested in various different means of information provision and all these are free to customers and include, social media, email and via our website.

    Of course we continue to provide station based communication and are continually delivering as up to date information as is possible. We are currently trialling electronic poster screens at a number of stations which we believe will be useful to all

  • I had a reserved seat but couldn't get to it?

    We are very sorry that your seat reservation was either not printed or you were unable to get to it. We provide compensation for this and would advise you to contact our Customer Relations team by clicking here

  • Why do you regularly send trains which are short formed with too few carriages?

    It is always frustrating when we are not able to provide the normal number of carriages on a particular service. We do only have a very small fleet (70 trains) and every available carriage is in operation throughout the busiest parts of the day. Having a small fleet means that when trains are damaged or broken we have limited options. Whilst crowding is never comfortable we would rather run a ‘shortened’ train than no train at all.

    The whole of the north of England needs more and longer trains and we have and are continually lobbying Government for increased capacity. £1bn is being invested over the next 5 years which will mean greater network capacity i.e. more trains more of the time.

    Recently we have had to operate shorter trains as a result of autumnal weather conditions as described above.


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