Grand Central receives 96% satisfaction in the latest National Passenger Survey

Grand Central Railway has again been revealed as the UK's highest-rated train operator for customer satisfaction.

Figures released by Passenger Focus reveal that 96% of our passengers were satisfied, or very satisfied with Grand Central services in the Autumn 2012 National Passenger Survey, a 1% increase from the 95% score we received in Autumn 2011. 

Passengers are very satisfied with our journey speeds, how well we dealt with delays and the way we kept passengers up to date throughout their journeys.  Passengers also enjoyed our fast journey times, the friendly attitude and helpfulness of our highly-trained on-board staff, extra legroom and space for luggage as standard. 

Grand Central was compared positively to other long distance train operators including CrossCountry, East Coast, East Midlands Trains, First TransPennine Express and Virgin Trains in terms of overall satisfaction, value for money and availability of staff.

Richard McClean, Managing Director at Grand Central Railway said:

'We are always aiming to improve the Grand Central experience for passengers, as we're happy when our passengers are happy. We'll continue to offer great value Advance Purchase fares and excellent walk-up fares to give passengers the choice of a wide range of value for money fares throughout 2013.

However, we know there are specific areas where we need to improve what we do and we'll continue to take this valuable feedback on board. Passengers have also told us that they want more frequent services and we'll continue to work towards extending our timetable to and from London throughout 2013.  We're also working closely with stations to improve and increase parking facilities to improve overall journeys.

I'd also like to thank our committed staff and station Ambassadors for their hard work in delivering excellent customer service."

Grand Central is an open-access passenger train operator. It is part of the Arriva group which provides transport services including buses, trains, commuter coaches and waterbuses, and operates in 12 European countries.      


Notes for editors

  1. For enquiries about this, please contact Kate Thorpe at or by calling 07769145294
  2. Grand Central runs two routes between the North East, York and London and West Yorkshire, Doncaster and London.  
  3. More information about Grand Central Railway can be found at
  4. The full National Passenger Survey report can be downloaded from the Passenger Focus website: