Figures released today by Passenger Focus reveal that 95% of our passengers were satisfied, or very satisfied with Grand Central services in the latest National Passenger Survey.

Over 50, 000 passengers from across the UK had their say on rail travel and we are delighted to come out with an overall satisfaction level of 95% - the top of the league compared to other train operating companies. 

We would like to thank our dedicated and friendly staff for their hard work in making sure our passengers receive the very best customer service, every step of the way.

Passengers particularly told us they are satisfied with our value for money fares, extra space for luggage, more legroom as standard, how we deal with delays and the availability of our staff to help during travel.

As well as rating Grand Central the top performing operator the Passenger Focus survey also shows how much passengers appreciate the design of Grand Central’s trains, with 93% giving a positive rating to the comfort of the seating area, 92% satisfied with personal security aboard Grand Central services and 92% satisfied with the length of time journeys were scheduled to take.
In section six of the Passenger Focus report there are details of passenger satisfaction with on-train connectivity. Grand Central recorded the highest level of passenger satisfaction for mobile reception (77%) and the second highest level for data coverage (64%) confirming that many passengers on Grand Central services take the opportunity to use the free Wi-Fi to use their travel time to work productively.

Grand Central is an Open-Access passenger train operator which means we don’t receive any subsidy from, or pay any premium to the Department for Transport.  We are happy when our passengers are happy, and we're going to use this feedback to improve where we can.

We know there areas to improve, including tackling some minor issues with cleanliness, toilets and providing more information to passengers during their journey.   We will continue to work with Network Rail to improve journey times and work with other train operating companies to provide better station facilities. 

We recently committed to part fund station improvements at Eaglescliffe and Northallerton, on our North Eastern route and at Wakefield Kirkgate and Mirfield on our West Riding route.