1) Travel information and ticket sales
2) Punctuality and cancellations
3) Cleanliness
5) Complaints and compensation
6) Assistance
7) Details of ticket office opening hours and European contact centre availability
Customers can request a copy of our Passengers Charter, or find it on tpexpress.co.uk/about-us/passengers-charter
Our train timetables are always available online, at tpexpress.co.uk/travel-updates/timetables
Information on ticket prices and conditions are always available via tpexpress.co.uk/train-tickets, and can also be obtained from our stations, contact centre and social media team, details of which can be found at the bottom of this page.
Information on accessibility, access conditions and availability of onboard facilities for people who require assistance is available on request from our contact centre, social media team and on tpexpress.co.uk/travelling-with-us/assisted-travel
Information on our policy concerning bicycles is also available from our stations, our contact centre, the social media team and on tpexpress.co.uk/travelling-with-us/travelling-with-a-bike
Information about incidents which cause significant disruption (i.e. delays of more than 60 minutes to more than one service) is available from our contact centre and on tpexpress.co.uk/travel-updates/live-departures-and-arrivals
When services are severely disrupted, we will issue information through our social media channels such as Twitter. Live travel information is also available on tpexpress.co.uk/travel-updates/live-departures-and-arrivals.
Information about our onboard facilities is available via our social media team, our contact centre and via https://www.tpexpress.co.uk/travelling-with-us/onboard-facilities
To find out about procedures for finding lost property customers can visit tpexpress.co.uk/help/lost-property
All our trains have clear signage above the internal doors at the end of each coach, giving information about the location and availability of onboard toilets and the bar coaches. Customers can also ask any member of the TransPennine Express onboard team for this information.
Information regarding the next station will be announced onboard by our conductors and automated announcements.
In the case of delays the conductor will announce information at appropriate intervals.
Safety guideline notices can be found onboard, and the train manager will also make announcements shortly after each station stop.
Customers can buy tickets for travel in advance or on the day of travel by visiting tpexpress.co.uk or by visiting one of our stations in person.
Refunds of unused tickets are made through the original point of sale, provided the ticket purchased is refundable. Therefore, if the customer bought the ticket on tpexpress.co.uk and it is refundable, it may be refunded via tpexpress.co.uk/help/refunds
At TransPennine Express we set ourselves high standards of train punctuality and make every effort to get customers to their destination on time.
There are occasions, usually outside of our control, where trains may be delayed or disrupted.
For delays to TransPennine Express services we will make the following compensation available to customers:
Delayed for 15 to 29 minutes – Claim 25% compensation of your single ticket or 12.5% of your return ticket cost
Delayed for 30 to 59 minutes - Claim 50% compensation of your single ticket or 50% of the relevant delayed portion of your return ticket
Delayed for 60 to 119 minutes - Claim 100% compensation of your single ticket or 100% of the cost of the relevant portion of your return ticket
Delayed for 120+ minutes - Claim 100% compensation of the cost of your single ticket or 100% cost of your return ticket (i.e. both portions, not just one way)*
*This will be calculated based on the price actually paid by you for the leg of the journey subject to the delay
At TransPennine Express (TPE), we collaborate with Network Rail and other operators to improve our service performance. We are now obligated to measure performance through CP6 metrics, replacing the Public Performance Measure (PPM) system.
We measure performance through Time to 3 minutes, Time to 15 minutes and cancellations. The key difference between CP6 metrics and PPM is that Time to 3 and Time to 15 are measured at every station our services call, whereas PPM was solely based on the train's final destination. Analysing performance through CP6 metrics allows for a clearer representation of punctuality along the whole route rather than just at the final destination.
A key focus for TPE is our Time to 3 measurements, ensuring our trains are no more than two minutes and 59 seconds late at any station on their journey. Cancellations aren't included in Time to 3 and Time to 15 (another difference from PPM), so it's important also to report the percentage of trains cancelled to capture the reliability of the service through the cancellation percentage.
Despite exerting every effort to deliver customers to their intended destinations without delay, there are times in which unforeseen circumstances, such as adverse weather conditions, infrastructure complications, operational incidents, or external events, which can adversely affect train services and lead to untimely arrivals.
During the unprecedented six months we saw delays caused by Network Rail total 101,763 and 47,179 delays caused by other operators. The total number of delays caused by TPE was 10,000 above target at 54,205, with the majority (42,686) due to fleet or traincrew causation.
From October 2022 to April 2023, a total of 218,890 TPE services arrived within three minutes of their expected time, meeting the requirement of being no more than two minutes and 59 seconds late at any station along their journey. This an improved performance compared to the same timeframe last year (October 2021 to April 2022) where the number of services meeting this three-minute threshold totalled 334,001.
During the period from October 2022 to April 2023, 67.8% of TPE services met the target of being within three minutes of their expected time. This fell short of the company's goal of achieving a 75.1% success rate.
Regarding the 15-minute measurement, which involves ensuring that trains are no more than 14 minutes and 59 seconds late at any station, again TPE delivered an improved service compared to the previous year. From October 2021 to April 2022, 420,869 services met this requirement, whereas this year from October 2022 to April 2023, the number decreased to 303,392 services.
During the latter period, 96.6% of TPE services met the target of being within fifteen minutes of their expected time, exceeding the company's goal of achieving a 94% success rate.<
During the period of October 2022 to April 2023, TPE experienced a cancellation rate of 7.02% of services, which exceeded the company's target of 4.91%.
To effectively manage disruptions and crises, TPE has implemented several initiatives as part of its contingency and crisis management plans.
TPE control is responsible for daily management of disruptions, aiming to minimize the overall impact of any incidents that occur.
Within this framework, control establishes and agrees upon service recovery policies that outline appropriate actions to be taken in the event of service delays. These policies may involve removing stops from the train's schedule or terminating the train before reaching its destination to ensure timely commencement of the next working service.
The primary objective of service recovery is to minimise the duration of incidents' impact on passengers by swiftly restoring trains to their scheduled timetables.
Furthermore, in situations where adverse weather conditions are forecasted to disrupt normal train operations, TPE collaborates with Network Rail to determine the most suitable service that can be provided. The goal is to offer a reliable service during the expected weather impact.
These measures and collaborative efforts aim to effectively manage disruptions, minimize their impact on passengers, and ensure the smooth operation of train services.
When trains are cancelled, we provide the same information and help we give to customers affected by delays, and the same compensation policy applies.
Since transitioning to a new cleaning supplier in March, our supplier cleaning audits averaged 99.1% for trains and 98.7% for stations.
Our trains are cleaned on each turnaround when a service reaches its destination and also undertake periodic deep cleaning operations. We conduct a number of independent train cleaning audits each month across our locations and our suppliers also conduct their own audits against the same criteria.
Our Stations are also deep cleaned regularly and there are always cleaners present during our hours of operation to keep the station environment as clean, safe and clear of litter as possible. Each month we conduct audits of our stations. All of these audits are accompanied by a representative from the cleaning supplier.
At TPE we utilise a variety of sources to assess customer satisfaction, including industry-wide surveys, regular post-trip surveys, and in-person fieldwork.
The primary measure of customer satisfaction is the Net Promoter Score (NPS), derived from the in-person fieldwork called Shadow NRPS. For the specified period (P6-13), our NPS stood at +1 (or +8 for P1-13). It is important to note that NPS is heavily influenced by satisfaction with punctuality, an area where we acknowledge falling short due to the challenging environment we have faced over the past year. The overall journey satisfaction, as indicated in this survey, was 83% for P1-13 or 80% for P6-13.
To monitor satisfaction periodically, we also utilise an industry-wide survey called Wavelength. The average overall satisfaction from this survey has been 7.64 out of 10 for P1-13 or 7.53 for P6-13.
Additionally, we analyse customer feedback provided through social media comments, post-trip surveys, and direct contact with our contact centre. Verbatim feedback from customers is reviewed and serves as the basis for discussions during insights and improvement meetings.
All the gathered customer feedback is utilised by senior management across the organisation to guide long-term strategies. Customer-facing teams also leverage this feedback to make tactical improvements to enhance customer service. Furthermore, when customers contact our contact centre, we specifically inquire about their satisfaction with how their query was handled, allowing us to continuously assess and improve our performance.
Our Customer Relations Team is here to correspond with customers who are unhappy with any aspect of their journey with TransPennine Express. Appropriate compensation will be considered on a case by case basis for anything that falls outside of what is specified in our Passenger’s Charter.
We will use the customer’s preferred contact method when responding to a complaint.
Information on how to submit a complaint regarding our services is available via www.tpexpress.co.uk/help/complaints
The number of complaints received from the start of Period 1 (April 2022) to the end of Period 13 (March 2023) was 20,673. For response time between Period 1 (April 2022) and Period 13 (March 2023) 97.7% of all complaints were responded to within 20 working days.
Each period, we review the complaints data at our insights and improvements meetings and develop ways in which we can improve areas that have been complained about and the complaints handling process. We conduct a number of mystery shops each period for our contact centre, checking all methods of customer contact, including calls, live chat and web forms.
We also conduct a calibration session each period with our contact centre to review how individual cases were handled by the advisor and if there are any knowledge gaps.
Over the last year, we have seen increased contact relating to delay repay – we have made several improvements in this area including, reviewing the website and making changes to the wording to make it clearer for the customers, granting the social media team access to the delay repay portal so they can review the status of claims for those who contact us on Twitter/WhatsApp, and making a change to the delay repay portal so customers can claim against cancelled services with ease.
Train service performance and overcrowding have also been key areas of focus over the last year. As a business we’re working together to improve this through our Recovery Plan, to reduce cancellations and as a result, passenger loadings on individual services.
We are keen to gather customer feedback and regularly hold ‘Talk TPE’ sessions, you can register for these events here: tpexpress.co.uk/help/customer-panel
There are a few ways you can book passenger assistance:
By completing the Passenger Assist Form, and someone from our Passenger Assist Team will process your request and be in touch should confirmation of any details be required.
Webforms need to be submitted at least 2 hours prior to you commencing your journey within our contact centre opening times (24 hours a day, every day, except Christmas Day and Boxing Day).
Call our Passenger Assist Team on 0800 107 2149.
Customers who are deaf or hard of hearing can use the Text Relay service by adding the prefix 18001 in front of the number. A relay assistant will translate your call to text with the Next Generation Text service. To find out more about this service, visit ngts.org.uk
Our lines are open 24 hours a day, every day, except Christmas Day and Boxing Day. Our dedicated Passenger Assist Team will be happy to help you make your booking.
Assistance can also be booked by the Passenger Assist Transreport App.
Simply message ‘Assisted Travel’ to 07812 223336 and our social media team can help with your booking.
WhatsApp is monitored between 6am – 11pm Monday to Sunday every day (Except Christmas Day and Boxing day)
We can also provide help when you travel, even if it has not been booked in advance. You can turn up at any station that is accessible to you and request assistance onto a train from a member of staff directly or by using a help point.
Comprehensive information about the assistance services we provide and what to expect when travelling with us can be found at tpexpress.co.uk.
Between October 2022 (P7) and April 2023 (P13), TPE provided a total of 7,469 passenger assists. Out of these, 6,242 assists were pre-booked by passengers, while 1,227 assists were provided to passengers without prior booking.
Over the period from April 2022 to April 2023, the total number of passenger assists reached 16,210. Among these, 13,580 assists were booked in advance, while 2,630 assists were provided to passengers who had not booked.
6am-11pm everyday, except Christmas Day (closed) and Boxing Day (reduced working hours)
Here is a list of the Ticket Office Opening times for the stations that we operate:
Brough
Monday - Friday 05:15 - 19:45
Saturday 05:15 - 19:45
Sunday 09:00 - 18:30
Cleethorpes
Monday - Friday 06:45 - 19:30
Saturday 06:45 - 19:30
Sunday 09:00 - 19:30
Dewsbury
Monday - Friday 06:15 - 19:30
Saturday 06:15 - 19:30
Sunday 07:30 - 19:30
Grimsby Town
Monday - Friday 06:00 - 19:30
Sunday 08:45 - 19:30
Saturday 05:30 - 19:30
Huddersfield
Monday - Friday 05:45 - 20:00
Saturday 05:45 - 20:00
Sunday 07:45 - 20:00
Hull
Monday - Friday 05:30 - 20:00
Saturday 05:30 - 20:00
Sunday 08:15 - 19:15
Malton
Monday - Friday 06:30 - 19:30
Saturday 06:30 - 19:30
Sunday 09:00 - 18:45
Manchester Airport
Monday - Sunday 06:30 - 22:30
Middlesbrough
Monday - Friday 05:30 - 19:30
Saturday 05:30 - 19:30
Sunday 08:15 - 19:00
Northallerton
Monday - Saturday 05:30 - 18:30
Sunday 09:00 - 18:30
Scarborough
Monday - Friday 06:15 - 20:00
Saturday 06:15 - 20:00
Sunday 08:30 - 20:00
Scunthorpe
Monday - Friday 05:45 - 19:30
Saturday 05:45 - 19:30
Sunday 08:45 - 19:30
Stalybridge
Monday - Friday 06:00 - 20:00
Saturday 06:00 - 20:00
Sunday 08:15 - 19:45
Thirsk
Monday - Friday 06:00 - 19:45
Saturday 06:00 - 19:45
Sunday 08:45 - 17:30
Thornaby
Monday - Friday 05:45 - 19:45
Saturday 05:45 - 19:45
Sunday 09:15 - 17:15
Please note these ticket office opening times are correct as of May 2021, but are subject to change in line with operational changes due to COVID-19.
SQR works to ensure we are delivering the best possible standards for our customers across all sectors of our business. Each period, 250 inspections are carried out by independent assessors against a set of standards looking at key areas of our service offering. These include cleanliness, the availability of key assets onboard our trains and our stations (including car parks), the accuracy and availability of customer information and much more.
We’re set nine benchmarks against trains, stations and customer service – these are then broken down further into different indicators such as seating at stations, toilet operation, toilet cleanliness, litter and many more.
We have consistently achieved benchmark levels in various areas:
The strongest performing stations with the highest overall SQR score include, Liverpool Lime Street, Thirsk, Selby, Cleethorpes, Northallerton, Dewsbury, Thornaby, Yarm, Brough, Stalybridge and Hull.
Grimsby Town, Huddersfield, Manchester Airport, Barnetby, Scunthorpe and Seamer have also scored highly throughout the year.
The most improved stations are Stalybridge and Hull. Hull in particular has shown significant improvement, going from one of the lowest scores to one of the highest between September 2022 (Period 6) and February 2023 (Period 12).
Scarborough and Middlesbrough were the most challenging stations but they have also shown improvements since October, especially Middlesbrough.
We have also achieved significant improvements in various areas:
Our online information, especially on social media, has been a success story. We witnessed a doubling of contact during the year, resulting in a significant drop in SQR results. Through actions taken by the relevant teams to make improvements, online information scored 100% in Periods 11 and 12.
We have identified stations where benches need replacement, and through the PRM bench replacement scheme, we will be able to offer better quality seating to customers.
At Stalybridge, we successfully resolved a recurring issue with etching by introducing a new type of vinyl, resulting in a vast improvement.
To address anti-social behaviour and vandalism, we introduced toilet attendants at Hull and Middlesbrough.
The relationship and support from our cleaning partners, Mitie FM and Bidvest, have been crucial in driving our improvements. We collaborated with Bidvest (formerly Mitie) to introduce a new role, Service Quality Manager, within their team to enhance cleaning standards. They conduct Q audits every period, visit all our stations to assess cleaning, and provide reports. Through their app, they can flag any non-cleaning SQR issues to us. Additionally, the SAR Manager at Bidvest frequently accompanies TPE's SQR Manager on audits to strive for excellence.
The processes that have been implemented by the teams involved have resulted in fantastic rectification times across many areas meaning that once a problem is highlighted, it is addressed, corrected or improved quickly, more often than not, with 48 hours.
In the comparison between 2022 and 2023, significant improvements have been observed in the following areas under the Service Quality Regime (SQR):
Through the implementation of the service quality regime, we have identified specific areas where improvements are desired and have concentrated our efforts on driving these changes. These areas include:
To address specific challenges, we have established the following working groups involving various stakeholders:
| Ambience and assets | Cleanliness & Graffiti | Information | Ticketing and Staffing | |
|---|---|---|---|---|
| Benchmark | 82% | 88% | 85% | 93% |
| Our performance | 83.49% | 96.84% | 82.86% | 89.13% |
| Ambience and assets | Cleanliness & Graffiti | Information | |
|---|---|---|---|
| Benchmark | 92% | 95% | 91% |
| Our Performance | 93.48% | 96.25% | 95.4% |
| Staff Helpfulness | Online Information | |
|---|---|---|
| Benchmark | 92% | 90% |
| Our Performance | 95.19% | 95% |
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