Grand Central maintains top satisfaction scores with passengers

Grand Central Railway has once again been revealed as Britain's second highest-rated long distance train operator for customer satisfaction.

Figures released today by Transport Focus reveal that 93% of passengers were satisfied, or very satisfied, with Grand Central services in the Autumn 2015 National Rail Passenger Survey.

Following significant investment in its fleet last year, passengers cited cleanliness of the interiors (90% of passengers satisfied, up 6% on Spring 2015) and upkeep of its trains (84% of passengers happy, up 5% on Spring 2015) among the reasons for the high levels of satisfaction. Grand Central also saw an increase in passenger satisfaction with its presence at stations, following investment in initiatives such as the regeneration of Wakefield Kirkgate and its ambassador scheme in Brighouse and Eaglescliffe.

In addition, Grand Central was recognised for consistently delivering value for money (78% of passengers satisfied, compared to a national average of 48% and a long distance national average of 58%).

Sean English, Acting Managing Director at Grand Central, said:

“We listen to our customers and put their feedback into action to ensure Grand Central is always operating at the heart of the communities that we serve. We’re delighted that our investments over the last year have led to customers continuing to express high levels of satisfaction with our services and we continue to pride ourselves on the reliability of our offering.

 “As a small, open-access operator, we work innovatively to improve the experience for passengers. Significant investment in our fleet has clearly paid off and passengers are seeing the benefits on board. We also continue to work with our volunteer station ambassadors, providing help and guidance for passengers at the start and end of their journey when stations are unstaffed and we have invested in local communities, such as in the major regeneration scheme at Wakefield Kirkgate. These initiatives are not only positive for passengers, but by working with local volunteers, we can ensure visitors get the best welcome. The fact that our passengers have recognised this is testament to us delivering against our commitment.”

Grand Central was ranked above Virgin Trains East Coast and also compared positively to other long distance train operators including Virgin Trains West Coast, East Midlands Trains and First TransPennine Express in terms of overall satisfaction.

Grand Central is an open-access passenger train operator. Part of the Arriva group, Grand Central provides direct rail connections from towns and cities in Yorkshire and the North East with London.


Notes for editors

1. Grand Central Railway Company Limited operates West Riding services between Bradford Interchange, Halifax, Brighouse, Mirfield, Wakefield Kirkgate, Pontefract Monkhill, Doncaster and London King’s Cross.

2. Grand Central Railway Company Limited also operates North East services between Sunderland, Hartlepool, Eaglescliffe, Northallerton, Thirsk, York and London Kings Cross.

3. For further information on Grand Central, and to buy tickets with no booking fee, visit