Our mission to become a vibrant, modern rail operator relies on delivering seamless, simple journeys and an excellent customer experience. That's why we're putting customers at the heart of all of our innovation and have dedicated investment in people, technology and all of the other little details that add up to a truly great service.
Complimentary Wi-Fi in First and Standard Class, and free onboard entertainment system available on all of our trains by 2018
Improved catering, including a good cup of coffee and great local produce on more services, including weekends
Making plugs and USB ports available at every seat on board
Reliable, easy-to-access information
A new app and enhanced website with a door-to-door journey planner and real-time seat availability
6-monthly customer report to update you on our business news and results
Customer information screens at all of our stations in 2018
Real-time passenger information screens on all trains by April 2019
New and improved ticket offices at Manchester Airport, Huddersfield and Hull
Automatic ticket gates at Dewsbury, Manchester Piccadilly and Manchester Airport
125 more car parking and 535 new secure cycle spaces
We'll continue our commitment to deliver world class customer service training for our colleagues
Dedicated Customer Contact Centre in the North of England
Deliver a bespoke training course for all catering hosts
We're aiming to reduce delays and cancellations by 27%; result in 92.5% Performance and Punctuality Measure (PPM)
Enhancing our service performance by removing unexplained delays, understanding the causes and driving consistent solutions
Working with Network Rail to help meet their performance plan targets
Delivering Class 185 and 350 programme of renewals and modifications to improve the reliability of the train fleet
Continue to work with Transport Focus which represents the interests of passengers and consult them when developing new customer information products and timetable changes