Customer Experience

A great experience at every stage of the journey

Simple, seamless journeys 

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.

Modern, comfortable services

  • 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

Enhanced information for all customer-facing colleagues

  • 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

Better station facilities

  • 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

Quality customer service

  • 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

Improved performance and accountability

  • 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

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Transformation & growth

More services, more seats and state of the art trains.

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Building a better future for our colleagues and customers.

Investing in people

Caring for the environment around us and measuring our impact.

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