We're off to a good start

29/01/19

Last June LNER took over the running of the East Coast Mainline franchise. Since June, we've achieved a customer satisfaction score of 87%.

Throughout the transition from Virgin Trains East Coast to LNER, the focus for us was to maintain the same high level of customer service that was enjoyed under Virgin Trains. The results of the autumn National Rail Passenger Survey show that we have achieved this, with overall satisfaction scores remaining the same since the spring and above the average for other long-distance train companies.

We have made a number of station improvements over the summer and autumn months which have been received well with an overall satisfaction scores for LNER stations increasing to 91%.

 Our station and train

Station projects

  • Berwick has been a new travel centre and Costa Coffee retail outlet
  • Peterborough has had transformation of the Mayor's Walk car park.

And we have more projects currently on-going and planned for 2019 at Durham, Doncaster, Retford and Grantham, to make our stations even more enjoyable.

David Horne, LNER's Managing Director, said: “It's been an incredibly busy time since LNER launched back in June. As a business we've worked hard to provide a seamless transition for our customers and have since focused on identifying how we can start to further improve the experience of people travelling with us. A big part of this has been about continuing to get the basics right so we’re really pleased to see that our overall satisfaction scores has remained above the average for our sector.

“We’ve got plenty coming up in 2019, not least of which is the launch of our new state-of-the-art Azuma trains. These trains are set to transform rail travel along the east coast mainline with a wealth of onboard enhancements and benefits, including greater capacity, more leg room, improved comfort and the very latest train technology. We’re also looking at where we can increase services to various cities along the route.”

Our future improvements
Another area of improvements for our customers is the recent change to offer free Wi-Fi for everyone on LNER trains.  Looking further ahead, the brand-new Azuma trains will offer more space all round, power sockets at every seat and a smoother journey when you travel with LNER.   

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