LNER has announced that it has achieved one of the highest scores for a long-distance train company in the latest National Rail Passenger Survey.
LNER scored 91% for overall passenger satisfaction as part of the independent survey.
The train operator has seen increases in scores relating to the cleanliness of trains, car park facilities, and information available to customers.
David Horne, Managing Director at LNER, said: “LNER remains committed to providing the very best customer experience for all of our customers. This latest set of results demonstrates our continued focus to do just that. Since the survey was carried out, we have further enhanced our cleaning measures at stations and on our trains to ensure people can travel with us with confidence.
“We look forward to building on these latest results by making travel simpler, smarter and keeping the customer at the very heart of all we do.”
What do you think of this? Let us know in the comments below.
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Responses
I’m very pleased that LNER are operating a new service to Middlesbrough with the Class 800 Bi-mode Azuma IETs. Well done LNER.
Hi Richard, tell me, what did the customers say about the downgrade in seats, noise, rough riding, cheap interior, harsh lighting and buffet options? I’d be dying to know how you framed the questions. When something is poor, it’s poor. You have poor trains. You can’t make a turkey look like another animal.
Hi David. Great to see the high performance is continuing. Personally it nothing less than I would have expected.
I actually did the survey and the questions were well presented. With the current problems
I have not travelled recently but as you know I will meet up with your excellent Customer Relations Department when time permits.
Well done LNER.
Richard Law
An absolute joke. I travel to Harrogate and now drive instead. The trains are noisy, rough as hell, seats are hard, first class is as bad as standard with plasticy, rattling, sparse interior and harsh lighting. They have clearly ignored the nagative feedback. My back felt broken after 30 minutes and the rough riding and clunking under the trains just wound me up. It was genuonely stressful. These trains are appalling. How they got away with faulty bogies (as on all new trains) I will never know. There’s no feeling of air or absorbtion of shock. These people I am convince are lying. I have experience if this with new build developers in real estate. They are criticised in vadt numbers but the CEO’s just ignore them and pretend their results are higher than they are, and that is a fact.
Going back to the car is longer but it is a damn sight more confortable and quieter. A stop at the services is also better than any food you can find on these trains which often is never.
Anyone whom thinks these are Intercity trains is clearly too young to have travelled on Intercity trains long before these trains. Intercity used to mean plush or certainly comfortable with a long distance feel with necessary services on board.
An absolute joke. I travel to Harrogate and now drive instead. The trains are noisy, rough as hell, seats are hard, first class is as bad as standard with plasticy, rattling, sparse interior and harsh lighting. They have clearly ignored the nagative feedback. My back felt broken after 30 minutes and the rough riding and clunking under the trains just wound me up. It was genuonely stressful. These trains are appalling. How they got away with faulty bogies (as on all new trains) I will never know. There’s no feeling of air or absorbtion of shock. These people I am convince are lying. I have experience if this with new build developers in real estate. They are criticised in vadt numbers but the CEO’s just ignore them and pretend their results are higher than they are, and that is a fact.
Going back to the car is longer but it is a damn sight more confortable and quieter. A atop at the services is also better than any food you can find on these tra
Well LNER are the best train operator in the UK with their Class 800 and Class 801 Azuma units operating on the East Coast Main Line and on other lines that it operates on.
With the Class 800 going to any destination and with new destinations such as Harrogate and Middlesbrough which is good for them. And perhaps they could operate a new service to Scarborough.