Passengers remain satisfied with Grand Central

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

Figures released today by Transport Focus reveal that 94% of passengers were satisfied, or very satisfied, with Grand Central services in the Spring 2015 National Rail Passenger Survey.  The train operator topped the table in other areas, including value for money, with 76% of passengers satisfied, and punctuality, with 96% of passengers happy, up 6% on Spring 2014.

Grand Central passengers cited helpfulness of staff, journey times, the comfortable seating and plenty of legroom, amongst the reasons for the very high levels of satisfaction.

Richard McClean, Managing Director at Grand Central Railway, 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 customers continue 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. Along with significant investment in our fleet, we 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. Investing in local communities is not only positive for passengers, but by working with local volunteers, we can ensure visitors get the best welcome.”

Grand Central was ranked comparably with Virgin Trains East Coast and compared positively to other long distance train operators including CrossCountry,  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, Pontefract Monkhill, Wakefield Kirkgate, Doncaster and London King’s Cross and North East services between Sunderland, Hartlepool, Eaglescliffe, Northallerton, Thirsk, York and London Kings Cross.

2. Grand Central does not run or operate any stations but invests significantly to improve stations we call at.

                                          i.    Eaglescliffe – Along with partners including Northern and Stockton on Tees Borough Council, Grand Central invested £80k to install a manned ticket office, an improved Public Address system and new Customer Information Screens.  The car park was also expanded from 30 to 84 spaces. Work was completed in May 2015.

                                         ii.    Wakefield Kirkgate –Grand Central has invested at Wakefield Kirkgate in order to improve the station building, car parking facilities and to create a Grand Central branded waiting room. Work began on the Grade 2 listed building during 2013. The work should be finished in mid July 2015.

3. Grand Central's Station Ambassadors are unpaid volunteers who work at unmanned stations on Sundays.  Station Ambassadors at Hartlepool and Eaglescliffe in the North East and Brighouse in West Yorkshire provide a cheerful welcome to the station and offer help and guidance on Grand Central services.

4. The full results can be found at

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