Grand Central 'most trusted' rail operator

Grand Central Rail is the most trusted long-distance rail company in the UK, according to a national survey into passengers' relationship with the rail industry.

The research investigated passengers' trust in train operators' day to day service delivery, engagement, integrity and reputation.  Grand Central Rail received positive results in all three categories and was the only rail operator to receive a positive Net Promotor Score – which means passengers are very likely to recommend Grand Central Rail services to a friend.

Richard McClean, managing director of Grand Central Rail, said:

“We are very pleased to note the high levels of trust in Grand Central Rail as reported by our passengers. The long-term support of our passengers and stakeholders is something we value very highly and we endeavour to treat passengers fairly and act with honesty and integrity at all times.

Grand Central Rail recently announced an extension to our licensing agreement which will allow us to continue operating trains to and from London until 2026. Later in 2014 we’ll be consulting with local communities about our plans and how we can continue to meet the needs of our passengers.”

The research, Passengers' relationship with the rail industry, revealed that Grand Central Rail topped passengers' perceptions of trust in service, covering punctuality, reliability, value for money and helpful staff as well as trust in relationship – being truthful and acting with honesty and integrity.  The company also scored highly in the trust in judgement category, which demonstrates passengers' perceptions of a rail operators' high principles and doing the right thing.

In August 2014, Grand Central Rail was granted a ten year extension to its operating agreement which will allow the company to run trains to and from London until 2026 and make significant

investments into rolling stock and station facilities. Grand Central consistently scores very highly in passenger satisfaction in the National Rail Passenger Survey, most recently with 94%* of passengers satisfied or very satisfied with the service.


*According to the Spring 2014 survey:

Notes to editors

  1. Grand Central Railway Company Limited operates West Riding services between Bradford Interchange, Halifax, Brighouse, Mirfield, Pontefract Monkhill, Wakefield Kirkgate, 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