The operator’s sister company Lumo also scored highly
Hull Trains scored a 94% satisfaction measure in the latest Rail Customer Experience Report (RICXR).(Image: Karl Andre Photography)
Passengers on Hull Trains are among the country’s most satisfied with their journeys, a new national survey indicates. The operator between Hull and London Kings Cross topped the tables in the Rail Customer Experience Survey with a 94% satisfaction score, ranking above LNER and Merseyrail.
Along with its sister brand Lumo, Hull Trains also scored amongst the highest operators for value for money within the long distance category. The firm was rated highly across criteria such as ticket buying experience, experience on the train, punctuality and handling of delays.
Stuart Jones, managing director of First Rail Open Access, which operates Hull Trains, said: “I’m incredibly proud of our dedicated teams at both Lumo and Hull Trains for these latest impressive results. For Lumo to be ranked number one for value for money, while also placed among the top three long-distance operators for overall satisfaction reflects of our commitment to making rail more accessible and affordable. It shows that we are delivering on our promise to make rail travel great value without compromising on customer experience.”
The lowest rated for overall passenger satisfaction was CrossCountry, with 79% scored. Independent watchdog Transport Focus has asked CrossCountry – which described the results as disappointing – to make improvements to the passenger experience reduce delays, improve passenger information during disruption and overcrowding on services.
Alex Robertson, chief executive of Transport Focus, said: “These results show that it’s possible for the railway to get it right, but that this isn’t happening consistently enough. The gap between the worst and best performing operators is striking, and it also shows that disabled passengers are experiencing a worse service than everyone else.
“What stands out is how much difference handling delays well can make. More than nine in ten people will report a positive experience if a delay is handled well – a remarkably high figure given their train is late – but this falls to one in four when it isn’t. Fixing this is well within the railway’s control and should be a priority, particularly when we know passenger trust in the railway is low.
“This is the first report of its kind. I’m optimistic the railway understands the importance of using it to create a more customer focused culture and we’ll be holding them to account to make sure they do.”
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