London North Eastern Railway keeps up VTEC standards

London North Eastern Railway
Credit: LNER

London North Eastern Railway (LNER) have responded to the latest results for theNational Rail Passenger Survey.

Last June, LNER took over the East Coast franchise, and since then, the train operator has achieved a customer satisfaction score of 87%.

Through the transition from Virgin Trains East Coast to LNER, the focus was to maintain the same level of service that was received under VTEC.

The results of the autumn National Rail Passenger Survey show that they have achieved this, with overall satisfaction scores remaining the same.

LNER have also made a number of improvements over the summer and autumn which have been received well, with satisfaction scores for LNER stations increasing to 91%.

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.

The train operator has more projects currently on-going and planned for 2019 at Durham, Doncaster, Retford and Grantham, to make stations even more enjoyable.

What did the officials say?

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.”

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Michael Holden avatar
I have had an interest in Railways for as long as I can remember. I am a member of a number of heritage railways and actively volunteer at 2 of them. I enjoy all types of railways, real life, model and simulations. I started RailAdvent in 2014 and am the main editor of the site.
  • But why aren’t London North Eastern Railway (LNER) introducing their new Hitachi “Azuma” Class 800 Bi-Mode and Class 801 Electric IET fleet in service (which is scheduled to enter service this summer if it has been confirmed). Which are replacing the Class 91 Mk4 & Class 43 HST Mk3 rolling stocks. And with LNER to introduce new services such as London King’s Cross-Lincoln, Scarborough, Hartlepool, Hull, Grimsby, Aberdeen, Inverness, Perth, Dundee and Stirling.