Passengers vote East Coast top rail company

York Press: Passengers vote East Coast top rail company Passengers vote East Coast top rail company

YORK-BASED East Coast has been voted number one by Britain’s rail passengers - marking a milestone in customer satisfaction since the once-failing service was rescued by being placed in public ownership.

A yardstick survey of more than 1,000 travellers has revealed those using the East Coast main line are enjoying the best deal in the country from a long distance franchised train operator.

It is also good news for the wider public because the company has been able to hand £1 billion back to the national tax payer rather than pay dividends to share-holders.

East Coast achieved a 91 per cent overall satisfaction rating for a record second time in a row in the National Rail Passenger Survey, by independent watchdog Passenger Focus. East Coast says it underlines the turnaround which has been achieved since November 2009, when the main line service was struggling both financially and in terms of customer satisfaction.

Now East Coast’s services continue to achieve best-ever results for reliability for the first three months of the financial year, with an average of 92 per cent of trains arriving on time in April, May and June 2014.

Managing director Karen Boswell said: “We’re very proud.” In the same survey, York based train operator Grand Central scored 94 per cent customer satisfaction and were rated as best value for money and for handling delays.

Comments (12)

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9:02am Thu 26 Jun 14

nearlyman says...

This is what you get when the staff are pleasant, polite and efficient with welcoming smiles!! Well done and well deserved.
This is what you get when the staff are pleasant, polite and efficient with welcoming smiles!! Well done and well deserved. nearlyman
  • Score: 19

9:35am Thu 26 Jun 14

X5019c says...

Come on then Dave nationalise the rest, give us back what previous governments stole from us.
Come on then Dave nationalise the rest, give us back what previous governments stole from us. X5019c
  • Score: 19

10:09am Thu 26 Jun 14

Dave Ruddock says...

Now try cutting prices..
Now try cutting prices.. Dave Ruddock
  • Score: -10

12:07pm Thu 26 Jun 14

russeboy says...

Dave Ruddock wrote:
Now try cutting prices..
Buy in advance and you can get a return York to London for as little as £23. Buy on the day and its £123 - be smart when travelling - use split ticketing too.
[quote][p][bold]Dave Ruddock[/bold] wrote: Now try cutting prices..[/p][/quote]Buy in advance and you can get a return York to London for as little as £23. Buy on the day and its £123 - be smart when travelling - use split ticketing too. russeboy
  • Score: 13

1:16pm Thu 26 Jun 14

PKH says...

Yet the Government are hell bent on re-privatising the service.
Yet the Government are hell bent on re-privatising the service. PKH
  • Score: 13

1:25pm Thu 26 Jun 14

Ignatius Lumpopo says...

They didn't ask me.

I travel an average of 35,000 miles a year by rail from York and I do everything I can to avoid having to use East Coast.

Reasons? Stupid seats, grim interiors and decor, no leg-room, window seats without windows, dearth of secure and accessible luggage space, 25 - 37 year-old trains that look like they've never seen a panel-beater in their lives, totally discontinuous livery, rotten public address announcements, occasionally squalid standards of cleanliness, poor individual lighting, dirty and impractical floor coverings, ongoing lack of retention toilets, unattractive food bar, worse catering than their predecessors, no more classic dining car meals, messy seat reservation tickets, inability to book specific seats, on-train staff of varying competency, noisy quiet coaches, wifi you now have to pay for when once it was free, similar York-London timings for almost 2 decades, irrational ticket barrier policy, capricious and deviously restricting ticket pricing... I could go on.

I think people might just be forgetting how good things actually could be...
They didn't ask me. I travel an average of 35,000 miles a year by rail from York and I do everything I can to avoid having to use East Coast. Reasons? Stupid seats, grim interiors and decor, no leg-room, window seats without windows, dearth of secure and accessible luggage space, 25 - 37 year-old trains that look like they've never seen a panel-beater in their lives, totally discontinuous livery, rotten public address announcements, occasionally squalid standards of cleanliness, poor individual lighting, dirty and impractical floor coverings, ongoing lack of retention toilets, unattractive food bar, worse catering than their predecessors, no more classic dining car meals, messy seat reservation tickets, inability to book specific seats, on-train staff of varying competency, noisy quiet coaches, wifi you now have to pay for when once it was free, similar York-London timings for almost 2 decades, irrational ticket barrier policy, capricious and deviously restricting ticket pricing... I could go on. I think people might just be forgetting how good things actually could be... Ignatius Lumpopo
  • Score: -9

4:23pm Thu 26 Jun 14

bloodaxe says...

Time to get shot of this socialist nonsense. Why the government should wish to retain the most successful railway company, which puts more money back than it takes out just defeats me.
Time to get shot of this socialist nonsense. Why the government should wish to retain the most successful railway company, which puts more money back than it takes out just defeats me. bloodaxe
  • Score: 3

5:31pm Thu 26 Jun 14

Caecilius says...

"I travel an average of 35,000 miles a year by rail from York and I do everything I can to avoid having to use East Coast."

Well, I've never tried Hull trains, so I can't comment on them. But out of the other companies that cover parts of the ECML, I would never use CrossCountry again where there's any alternative. They have an insane seat reservation policy, allowing people paying top whack to be evicted en route from a seat that wasn't reserved when they sat in it. Last time I did book a seat, the train was 35 minutes late and overcrowded, the seat hadn't been reserved and the onboard staff were full of insolence to the customers their employer was letting down. On top of that, you have laughable timetabling that builds in huge amounts of slack so the company looks good against an extremely undemanding performance indicator. And on a couple of occasions when I've travelled on Northern Rail, they haven't even succeeded in getting the train, plus train crew, from the carriage sidings a few hundred yards away to start the service on time from York. They hadn't bothered to put out the seat reservations, either. I'ld certainly take East Coast over either of these companies.
"I travel an average of 35,000 miles a year by rail from York and I do everything I can to avoid having to use East Coast." Well, I've never tried Hull trains, so I can't comment on them. But out of the other companies that cover parts of the ECML, I would never use CrossCountry again where there's any alternative. They have an insane seat reservation policy, allowing people paying top whack to be evicted en route from a seat that wasn't reserved when they sat in it. Last time I did book a seat, the train was 35 minutes late and overcrowded, the seat hadn't been reserved and the onboard staff were full of insolence to the customers their employer was letting down. On top of that, you have laughable timetabling that builds in huge amounts of slack so the company looks good against an extremely undemanding performance indicator. And on a couple of occasions when I've travelled on Northern Rail, they haven't even succeeded in getting the train, plus train crew, from the carriage sidings a few hundred yards away to start the service on time from York. They hadn't bothered to put out the seat reservations, either. I'ld certainly take East Coast over either of these companies. Caecilius
  • Score: -1

5:47pm Thu 26 Jun 14

Blythespirit says...

I travel to London about once a month, my husband's family are down there. I always try to book Grand Central over East Coast. There is free WiFi, more comfortable seats with far more leg room and drinkable tea!
I travel to London about once a month, my husband's family are down there. I always try to book Grand Central over East Coast. There is free WiFi, more comfortable seats with far more leg room and drinkable tea! Blythespirit
  • Score: 1

6:27pm Thu 26 Jun 14

Buzzz Light-year says...

This is a laugh!
I hope to god that customer service wasn't included in the criteria.

East Coast frontline employees are some of the rudest I've ever come across - they must be specially trained in ignoring people and finding something else to do.
And deserving of special mention - the bloke in the "information desk" at York station, next to WHSmiths. What an arrogant, deaf-eared, unhelpful winker!

Whatever East Coast did well, then bravo! Let's hope they try to match that across the board.
This is a laugh! I hope to god that customer service wasn't included in the criteria. East Coast frontline employees are some of the rudest I've ever come across - they must be specially trained in ignoring people and finding something else to do. And deserving of special mention - the bloke in the "information desk" at York station, next to WHSmiths. What an arrogant, deaf-eared, unhelpful winker! Whatever East Coast did well, then bravo! Let's hope they try to match that across the board. Buzzz Light-year
  • Score: 1

11:31am Fri 27 Jun 14

YorkPatrol says...

Ignatius Lumpopo wrote:
They didn't ask me. I travel an average of 35,000 miles a year by rail from York and I do everything I can to avoid having to use East Coast. Reasons? Stupid seats, grim interiors and decor, no leg-room, window seats without windows, dearth of secure and accessible luggage space, 25 - 37 year-old trains that look like they've never seen a panel-beater in their lives, totally discontinuous livery, rotten public address announcements, occasionally squalid standards of cleanliness, poor individual lighting, dirty and impractical floor coverings, ongoing lack of retention toilets, unattractive food bar, worse catering than their predecessors, no more classic dining car meals, messy seat reservation tickets, inability to book specific seats, on-train staff of varying competency, noisy quiet coaches, wifi you now have to pay for when once it was free, similar York-London timings for almost 2 decades, irrational ticket barrier policy, capricious and deviously restricting ticket pricing... I could go on. I think people might just be forgetting how good things actually could be...
"I could go on"

Please don't - just go and get the rope and a stool
[quote][p][bold]Ignatius Lumpopo[/bold] wrote: They didn't ask me. I travel an average of 35,000 miles a year by rail from York and I do everything I can to avoid having to use East Coast. Reasons? Stupid seats, grim interiors and decor, no leg-room, window seats without windows, dearth of secure and accessible luggage space, 25 - 37 year-old trains that look like they've never seen a panel-beater in their lives, totally discontinuous livery, rotten public address announcements, occasionally squalid standards of cleanliness, poor individual lighting, dirty and impractical floor coverings, ongoing lack of retention toilets, unattractive food bar, worse catering than their predecessors, no more classic dining car meals, messy seat reservation tickets, inability to book specific seats, on-train staff of varying competency, noisy quiet coaches, wifi you now have to pay for when once it was free, similar York-London timings for almost 2 decades, irrational ticket barrier policy, capricious and deviously restricting ticket pricing... I could go on. I think people might just be forgetting how good things actually could be...[/p][/quote]"I could go on" Please don't - just go and get the rope and a stool YorkPatrol
  • Score: -1

5:06am Sat 28 Jun 14

Magicman! says...

It is also good news for the wider public because the company has been able to hand £1 billion back to the national tax payer rather than pay dividends to share-holders.

... and yet Cameron is hellbent on handing over this public moneyspinner into the hands of foreign-owned corporate fatcats. Why would that be? especially considering a Prime Minister is supposed to be making decisions in the best interests of THE PEOPLE, not that of his own back pocket!!
[quote]It is also good news for the wider public because the company has been able to hand £1 billion back to the national tax payer rather than pay dividends to share-holders. [/quote] ... and yet Cameron is hellbent on handing over this public moneyspinner into the hands of foreign-owned corporate fatcats. Why would that be? especially considering a Prime Minister is supposed to be making decisions in the best interests of THE PEOPLE, not that of his own back pocket!! Magicman!
  • Score: 0

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