TRANSPENNINE EXPRESS CUSTOMER REPORT
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TransPennine Express
Get in touch Customer Report
For any feedback you may have,
good or bad, about our service,
we have a variety of ways you
can get in touch:
Our webchat and webform – tpexpress.co.uk
Telephone – 0345 600 1671
Twitter – @tpeassist
or our Facebook page – TPExpressTrains
Write to us
Customer Relations
TransPennine Express
ADMAIL 3878
FREEPOST
Manchester M1 9YB
Winter 2017
Delivering for 2017
our customers
and for the
North It’s been a very busy year, and here
the highlights
:
are
just some of rway,
well unde
trains is
f our Class 185
hment o July 2018.
r refurbis y We’ve partne
The majo l be completed b more young
red with the
Prince’s Trus
il pe t to help get
and all w three people ople into work. We’ve
full-time from empl
It’s now been more than 18 months • We have introduced brand new our first sche oyed
me.
since we started our journey as the services, such as new direct trains
new TransPennine Express, with between Newcastle and Manchester
our vision to take the North further. Airport, and from December 2017
We are now on the cusp of some major more services between Manchester
improvements for our customers in the and Edinburgh and Glasgow
North, and we are working towards • We have introduced free, fast Wi-Fi
getting everything ready for 2018. and our new on-board entertainment
In May, there will be a major timetable system, Exstream, on our Class 350
change, meaning more services, better electric trains, and our upgraded
reliability and improved connectivity. Class 185 trains
Train travel
£29 £59
to or from
Scotland First Class
train travel
2018 will also be the year that we
to or from
RETURN
Scotland
I’m proud of the things that we’ve RETURN
introduce the first of three fleets of
Glasgow
Edinburgh
Haymarket
already delivered for our customers, RAILCARD
20% OF
brand new state-of-the-art inter-city
USE RS
(SENIOR
F
but I know there is more to do to give
RAILCAR
D AND TWO
In Spring an
TOGETH ER)
trains, which really are something
Lockerbie
d
the North the train service it deserves, Autumn we
Carlisle Newcastle
GLORY
Chester-le-Stre
et
special, and importantly mean many ran our
Durham
Penrith
North Lakes
and I am looking forward to delivering ‘Club 55’ pr
DAYS
Middlesbro
Darlington ugh
Thornaby
omotion,
Yarm
Oxenholme
more seats.
Lake District Northallert
on
Scarboroug
meaning cu
Thirsk h
Seamer
this with my colleagues in the months OUT
Lancaster Malton
York
stomers
Although we are working hard who are ag
Preston Garforth
Leeds Selby
Dewsbury
South
Brough
Huddersfie Milford
and years to come. ed
Wigan ld Howden
Hull
over can ex 55 or
North
Western
Victoria Scunthorpe Habrough
Birchwood
Piccadilly Stalybridge
Liverpool Mancheste Barnetby
r Doncaster
Warrington wn s
Liverpool
Stockport To pe
South Parkway y or
towards these milestones, that hasn’t
Meadowhall
Mancheste sb th
Airport r Dore Sheffield im ee
Gr
plore the
Cl
As ever, please do let us know any Train travel
£19
North with
*Terms and
conditions
stopped us from delivering some big
the time they
greatly
in the north apply. Open
are travell to
£39
of England First Class Express service ing for journe anyone aged 55
s. Available ys that are years or over
train travel 20/11/2016 for outwa wholly on at
and rd travel betwe TransPennine
Express service return journeys
thoughts that you have on our services discounted
in the north s timed to within one en 19/09/
2016 and
at anytim depart at month on
of England e on weeke or after any TransP
RETURN
a station, nds. ennine
online at tpexpr Tickets are priced 09:30 Monday to Friday
improvements in our first 18 months: fares
an unstaf fed ess.co.uk/clu on a two zone and
started
station. Railca b55 or on system. Buy
RETURN
Together rd discount applie the train if at
Railcard holder travelling
or changes.
ains have
s
Nectar pointss over the age of 55. for Senior, Disabled from
and our plans. We hold regular
Full terms are only availab £10 Admin or Two
and condit fee for refund
This offer ions at tpexpr le at tpexpr s
fleets of tr ‘bodyshell’ from
is not valid ess.co.uk/clu
in conjunctioness.co.uk/club55. b55.
with any other
offer or promo
• We are currently delivering our w
tion.
customer forums and will continue to f our ne a
£32 million investment in our
WITH CLUB55* YOU CAN GET OUT AND MAKE NEW MEMORIES
FROM JUST £19 RETURN FROM THE 19TH SEPTEMBER TO THE
All three o he picture here is 397 EMUs.
.T
do so to make sure that we can capture to be built fleet, our CAF Class
20TH NOVEMBER. BOOK NOW AT TPEXPRESS.CO.UK/CLUB55
620731 Club
Class 185 fleet of trains. One train
55 DL 6pp
d
Leaflet.indd
our secon
1
your feedback. On the back of this
is being upgraded every week, report you’ll find all the different ways
and all the fleet will be completed ces who r.
26/09/2016
10:47
you can get in touch with us. apprenti e We beca
by July 2018 even new rth in Septemb me
Thank you, ken on s No Granad the sponsor for
• Our £1.4 million investment in Hull We’ve ta roles across the showcase a and Borders re ITV weather in th
in
Leo Goodwin started some of gio
amazing ns, allowing us to
e
Paragon Station will be completed places w
in early 2018 meaning better Managing Director – you acro e can ta
ss the No ke
customer information, improved TransPennine Express rth.
waiting facilities and new shops
We’ve already
All three of our
made some good
WHERE ARE
new fleets of
improvements
trains are now
to our catering,
being built,
including making
the service
available on more
WE UP TO? and the first to
be introduced,
our CAF Mk5a
routes than ever 2018 - 2020
2016 Brand new state-of-the-art
Coaches, are
before. From 2018
Improved catering carriages and trains well underway,
we’ll be looking
provisions throughout
2016 2020 on track to be
at more ways to 2016 introduced
improve our offer
in 2018.
to you. EARLY 2017
Trains to
Dundee,
Perth,
Aberdeen
and
Inverness
Edinburgh
Trains to
Dundee,
Perth,
Aberdeen
Refurbishment starts
and Haymarket
Inverness Dunbar
2017-2019
Glasgow Queen Street
Glasgow Central
Motherwell
on existing trains to
Berwick-upon-Tweed
Carstairs
Kilmarnock
‘like new’ standard
Hopefully Liverpool-Newcastle service
We’re still on
Ayr
extended to Edinburgh
Trains to
you’ve now seen
Stranraer
Alnmouth
track to introduce
our fantastic
Morpeth
Lockerbie
Operate a direct Liverpool- our sixth service
Dumfries
refurbished trains
Newcastle
2019
Hexham
Glasgow service
Stranraer
an hour between
Carlisle Sunderland
2017
Chester-le-Street
on your travels.
Durham
Manchester and
Hartlepool
2017
Penrith Bishop Auckland
Workington
North Lakes
The refurbishment Free Wi-Fi at all Middlesbrough
Manchester Airport-York
Stockton
Whitehaven
Thornaby
Leeds from
Darlington Yarm Whitby
19 TPE stations
programme will be
Grosmont
service extended to Newcastle
Windermere
Oxenholme Northallerton
May 2018.
Lake District Scarborough
Seamer
Major investment
Thirsk
done by July 2018
Grange-over-Sands
Malton
A standardised timetable,
Elsewhere, from
Bridlington
in mobile and
Barrow-in-Furness
Morecambe
Lancaster
and currently one meaning a ‘weekday’ service
Heysham Port
Harrogate
Skipton
York
smart ticketing December 2017
Ilkley
seven days a week
Clitheroe
Colne
Beverley
new train is being
Bradford
Blackpool
North
Burnley Forster Square
Bradford
Leeds Cross Gates
Selby
Blackpool
Interchange Garforth Howden Hull
South
Preston Blackburn Castleford
South Milford Gilberdyke
Brough
we will introduce
Halifax
Dewsbury Wakefield Goole
Kirkgate
Six TPE trains an hour
Wakefield Barton-on-Humber
Southport
Chorley Huddersfield Westgate
upgraded every
Habrough
Rochdale Crowle Barnetby
Ormskirk
Wigan Wigan Bolton
Stalybridge Thorne South
Hatfield & Stainforth
Althorpe
Scunthorpe Grimsby Town
North
Wallgate Manchester Kirk Sandall Cleethorpes
between Manchester 13 brand new
Kirkby Western Victoria Barnsley
Doncaster
Mexborough
Newton
Liverpool Central
St Helens -le-
St Helens Willows Oxford Manchester Conisbrough
Piccadilly
week.
Junction
Lime Street
Irlam
Road
Birchwood Stockport
Rotherham
Warrington Meadowhall
and Leeds
Widnes Warrington
Liverpool
Bank Quay
Central
Manchester
services between
Runcorn Dore & Totley
South Parkway Airport Chinley
Key: Trains to Trains to
Trains to Crewe, Stoke-on-Trent,
Rail services operated by TransPennine Express Trains to Llandudno Crewe, Birmingham New Street Birmingham New Street Trains to Lincoln
Birmingham New Street and London Euston and London Euston Peterborough
Rail services operated by other train companies and Holyhead Trains to and London Kings Cross
and London Euston
Airport Chester Derby, Nottingham and
London St. Pancras
Manchester
JUL 2018 and Edinburgh/
We now have free,
Glasgow.
fast Wi-Fi at all 2018 On board
entertainment
19 of our stations. system on all
trains
Fleet
LATE 2017 LATE 2017
Timetable
We have Mobile tickets Ordsall Chord Viaduct, helping to
Customer Experience on all TPE routes
successfully Improvements
ease congestion by connecting
Manchester Piccadilly, Manchester
introduced Network Rail Projects Victoria and Manchester Oxford Road
mobile ticketing
on some of
our routes. We
have been working closely The Ordsall Chord construction was We officially launched ‘Exstream’,
with other train operators and completed ahead of schedule on our on-board entertainment system
although there have been Thursday 9 November. We will start and Wi-Fi, in October 2017. We had
a few problems to overcome to run trains over the ‘Chord’ from the help of Kristian Nairn, who plays
we will be able to offer mobile May 2018 meaning less congestion ‘Hodor’ in Game of Thrones, which
ticketing across all TPE routes and a better-connected Manchester. features on the entertainment system.
by the end of February 2018.
Improving Working
information for you
for you
Across all 19 of our stations, and on-board all our trains, Keeping the railway operating and our customers moving requires
we are making big changes to our information systems, different businesses to work together across a variety of areas.
based on your feedback, to make sure that we provide clear, We work closely with Network Rail and other Train Operating
accurate and up-to-date information. Companies (TOCs) to make this happen.
We are delivering an investment of £2 million into new “Customer Information Here in the North, we know that our customers very regularly use both TPE and
Systems” – which are the screens you see in station concourses and on the Northern trains and stations, and interact with our staff. In recognition of this,
platforms. The new system, supplied by Worldline and Linbrooke, is currently being we have stepped things up by signing an official ‘concordat’ agreement to make
implemented across our stations, and once fully operational will bring upgrades sure we really are working as closely together as possible to benefit our customers.
including train graphics which show: the formation of a train, showing which Both TPE and Northern have very similar visions, which sees both companies
carriage is where and how busy it is, wheelchair access, and the location of delivering a lot of investment to transform our railway and ultimately deliver the
First Class. The new LED screens will also use white text as opposed to yellow, excellent service that the North deserves.
which is much easier to read.
The ‘concordat’ has already had some real, practical benefits for our customers.
For example, there have been several weekends in the past few months where
Huddersfield station has been closed for signalling work, and we worked together
to implement a joint rail replacement bus plan to give our customers as good a
travelling experience as possible given the circumstances. Further to this, it has
now been agreed through the partnership that Northern ‘Travel Safe Officers’
will patrol TPE services as a part of their duties.
You’ll also start to hear new announcements on our trains from March 2018.
Neil Rudd, one of our On-Board Service Managers from Hull, and Caroline Josephs, Going forward, the ‘concordat’ will see the two companies working together
one of our conductors from Cleethorpes (pictured), won the TPE wide internal to improve performance through joint ‘performance focus weeks’, and looking
competition to give our trains a new voice. at the potential of introducing ticket barriers at Hull and possible other locations.
Upgrading Our targets
our railway Below we have provided updates on
how we’ve done in the last six months of
TransPennine Express, and we’ve compared
The Great North it to the same time frame in the previous year.
Rail Project You can also track our progress more regularly
at tpexpress.co.uk
Ordsall Chord, Manchester Service Performance April 2017 – October 2017
The Ordsall Chord has now been built, and was officially complete, well ahead We work hard with Network Rail
Public Performance Measure
of schedule on Thursday 9 November 2017. The ‘Chord’, which TPE will start and other operators to improve
More than 90% of our trains
to run trains over from next year, is a new section of railway which will connect our service performance. We are 90.40% ran on time as measured by the
Manchester Victoria, Oxford Road and Piccadilly stations for the first time. always monitoring our progress industry performance measure,
The work is part of Network Rail’s £1bn+ Railway Upgrade Plan for the North, and publish how we’re doing on which is defined as arriving within
which will improve connections in the region as well as reducing the amount of our website 10 minutes of the timetable.
congestion currently seen at Manchester Piccadilly by a quarter. We also track how many of In the same period a year ago
our services actually arrive at we achieved 90.00%.
the right time. The rail industry Right Time
measure for performance is the The “Right Time” measure
Public Performance Measure 56.20% looks at trains which arrive
(PPM), which means that a within 59 seconds on their
service is counted as on time if it scheduled arrival time.
arrives within ten minutes of the In the same period a year ago
scheduled arrival time. we achieved 54.60%.
However, we understand that this Short formations
is not a true measure of reliability, Over the last six months
so we are working hard to improve 99.38% more than 99.38% of our trains
our “Right Time” performance operated with their required
measure, which tracks how carriage formation.
many of our trains arrive at their In the same period a year ago
destinations within 59 seconds of we achieved 98.31%.
our arrival time.
Cancellations
We also track how many of
We have operated over 39,608
our services are cancelled and 96.23%
Ordsall Chord, Manchester trains in the last six months;
significantly late (over 30 minutes just over 3.7% were cancelled.
late at destination) through a
In the same period last year
Liverpool City Region measure called CaSL. we ran over 39,959 services,
Liverpool is getting a transformation. £340m is being invested into the Liverpool Here’s how we’ve done in the with just over 4.1% cancelled.
City Region, which for Liverpool Lime Street will mean two new direct TPE services last six months (April 2017
from 2019, a remodelled concourse, longer, safer platforms and improved facilities. – October 2017), and how it CaSL
compares to the same time 4.37% of our services were
Following two weeks of works in September/October 2017, further works will 4.37% cancelled or arrived over
take place in December 2017 and Summer 2018, meaning that some journeys frame a year ago (April 2016 –
30 minutes late at their destination
may be disrupted. October 2016).
in the last six months.
Liverpool is open for business, but make sure you check before you travel by at In the same period last year
www.networkrail.co.uk/lcr. that figure was 4.78%.
To improve our performance we have introduced route performance improvement Fault Reporting
packs, which outline exactly where we’ve had issues on a particular route, and We have set up a system so you can quickly and easily report
what specific actions our colleagues can take to help mitigate the problems. any faults you may have noticed on our trains or at our stations.
Working with Network Rail and Northern, we have also started ‘performance focus In the previous six months we have received five station fault
weeks’. This gives colleagues from TPE, Northern and Network Rail the chance to notifications and nine train fault notifications, with most faults
submit any ideas they have on improving performance and fixing any snags that they resolved within five working days. We also received 52 suggestions.
see on a daily basis. These ideas are then trialled throughout the week to see what
impact they have, and if successful how they can be implemented permanently. Accessibility and Booked Assistance
We’ve introduced a process to accurately track how many
booked assistances have not been carried out, and the reasons
Ticket Office Hours for this. We are also monitoring how many un-booked assists
Our ticket offices have been open for 99.9% of the hours they are provided at our stations. In the last six months (April 2017 –
should be. October 2017) we received eight complaints per 1000 customer
journeys for failed assistance.
Customer Complaints
We have recently added a Web Chat function as a new way of
contacting our Customer Relations team. This has historically only
Customer Satisfaction been available to customers with Web Support issues, but can now
The results are in… be used for any customer query. This service allows customers to
get an instant response from our dedicated team. We continue
to push Delay Repay messages out to our customers via onboard
announcements and have seen a steady increase in the number of
claims that we receive. We have achieved our Complaints target
Stations Trains Punctuality in the first half of the year, and we are 660 better than forecast.
Provision of information Cleanliness of the Punctuality and
about train times/platforms inside of the train Reliability of the train Our overall % of cases closed within 20 days in the first half of the
91% 85% 82%
business year is 100%.
Environmental Performance April – October 2017
UP
on Spring 2016
6 % UPon Spring 2016
3 % UPon Spring 2016
5 %
The headline environmental impact measure in the passenger transport industry
is carbon emissions per passenger kilometre. TPE’s performance for April –
October was 41.29 gCO₂e/pkm*, this compares to 44.63 gCO₂e/pkm for 2016/17.
Overall satisfaction score: 86% The table below shows TPEs performance against franchise targets
Measure Target TPE Result
In addition to this we also carry out our own “shadow” NRPS throughout the year.
Based on the results, we will continuously improve our services from what our Waste disposal 90% recycled or prepared 94% recycled or prepared
customers are telling us. for re-use and zero to for re-use and 6% to landfill
landfill by 31/3/2018 April – October 2017
In the latest Provisions of Our customers Quality
survey, information about have informed of Wi-Fi Non-Traction Energy 2,507,718.8 kWh 1,916,198.9 kWh
the top train times/platforms, us that the top at stations, (Total electricity, gas and oil April – October 2017
three areas helpfulness and three areas car parking used for stations and offices)
where our where they
customers
attitude of the staff were least
facilities,
were most on the train, and how satisfied and toilets Water Use 17,632.7 m³ 24,274 m³
satisfied a request to station were: at stations April – October 2017
were: staff was handled
Traction Energy 1.165 kgCO₂e/vkm 1.301 kgCO₂e/vkm
We are delighted to see that satisfaction with stations and trains since this time (Carbon emissions per April – October 2017*
last year has improved, however our overall satisfaction with journeys has slightly vehicle kilometre for the * Based on bid vehicle fuel
reduced. We’re always looking at how we can improve and this year we have combined fleets of both efficiency targets and updated
for latest vehicle deployment
implemented additional seating at Leeds station. We are also working on a campaign diesel and electric trains)
plans as of April 2017.
to improve toilet reliability on trains, we are investing in new Customer Information
Screens, and we have improved our ticket vending machine functionality. * Grams of Carbon Dioxide equivalent per passenger kilometre.
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