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How was it for you?

The independent view of how customers rate our performance.

LNER On Track customer report

To find out what we’re up to, and the improvements we’re making you can download a pdf copy of LNER On Track, our new customer report, or pick up a copy at one of the LNER stations.

Read the report here

Rail Passenger Scorecard

Transport Focus, the independent watchdog for transport users, have developed a train operator scorecard to how see how passengers rate their overall journey, the punctuality of their service, the level of cancellations and satisfaction with complaints.

LNER’s scorecard highlights how we are performing on the journey elements that matter most to passengers. The scorecard draws on Transport Focus satisfaction results and industry data on punctuality and cancellations, and complaints to produce a comparative snapshot for each train operator.

LNERs scorecard can be found on the Transport Focus website - please scroll down on the website and select LNER.

You can visit transportfocus.org.uk to view the full report.

Your comments and feedback

We’d love to hear your comments.

So if you think we really could do better, or you’ve had a great time travelling with us, visit our Get in touch page to leave your feedback. You can also use our freepost ‘Comments and Compliments’ forms which are available online and from our stations. They can be handed in at any LNER station or posted to us.

Complaints

And if it's a more formal issue, we have a complaints procedure so you know what to expect in terms of resolution.

Download our Customer Complaints Handling Procedure

From top-to-bottom, we listen to and act on customer feedback. We actively seek our customer views, and pay close attention to what independent surveys tell us.

Performance Snapshot

See the latest figures on our customer performance.