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Grand Central Continues To Achieve Top Scores in Passenger Satisfaction Survey

Grand Central Railway has been revealed as one of the highest rated long distance train operators for customer satisfaction.

Figures released today by Transport Focus reveal that 91% of passengers were satisfied, or very satisfied, with Grand Central services in the Autumn 2016 National Rail Passenger Survey, compared with a national average of 81%.

Passengers cited sufficient room for all passengers to sit/stand (92% of passengers satisfied) and cleanliness of the interiors (89% of passengers satisfied) among the reasons for the high levels of satisfaction.

In addition, Grand Central was recognised for helpfulness and attitude of staff on our trains (89%, compared with the national average of 81%), as well as the availability of staff on the train (82% of passengers satisfied compared to a national average of 65%).

Richard McClean, Managing Director at Grand Central, said: “It’s great to see that the East Coast Main Line is leading the way in customer satisfaction and that we maintained our position as one of the top operators in the NRPS. The results show that we continuously listen to our customers, take on board what matters most to them – particularly focusing on consistently delivering the basics brilliantly – and translate their feedback into action. We understand that it is important to provide great value experiences that match, if not exceed, customer expectations, and this is what has led to high levels of customer satisfaction with our services.

 “Our continued investment means this year we will be expanding our fleet, leasing five more trains from March 2017, which will provide increased capacity for our customers. We strive to go the extra mile to give customers those little extras that we know go a long way to making the best travel experiences, such as our investment in mid-life refurbishment of our Class 180 trains to ensure our passengers can travel in comfort. Our Station Ambassador Programme continues to go from strength to strength with our ongoing commitment to making the stations we serve safer and friendlier for our passengers.  

 “As a small operator, we can be flexible in our approach to customers and champion our people to ensure that they are able to provide that personal touch that makes us different. The results are therefore a testament to our fantastic team of people who are committed and passionate to deliver the best service possible.”

Grand Central is an established 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.


For more information contact Grayling on 0113 273 9900 or email [email protected] 

Notes to 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       Grand Central was the highest rated long distance operator in the 2017 Which? Magazine Train Satisfaction Survey with a 72% passenger satisfaction score.

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