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LNER named best train firm for customer satisfaction

Thursday, 13 March 2025 10:24

An LNER train at Harrogate train station.

LNER has been named the best train operating company in the UK when it comes to customer satisfaction.

The findings come from a survey by Transport Focus, an independent watchdog which collects information from train travellers.

They ask passengers about the elements of their journey that matters most to them, including punctuality, value for money and station standards. 

Published today (Thursday), the latest survey of passengers who travelled in the last six months puts LNER at the top of the TOCs with an overall journey satisfaction of 94 per cent.

LNER has seen increases in all six categories measured, pushing the East Coast Main Line operator to the top of the chart. 

The LNER station score is at 91 per cent, higher than any other operator, and follows the introduction of a Family Lounge at York Station, with more being planned.

Colette Casey, Customer Experience Director at LNER, said: 

“Our teams work hard day-in-day-out to provide the best possible service for our customers - be that through the booking process, at our stations or on our trains. 

“We’re beyond proud that Transport Focus’s latest survey now recognises us as the number one train operator in the UK for journey satisfaction. 

“Our onboard and station teams are dedicated to ensuring our customers at the heart of everything they do.”

To find out more about the Transport Focus survey and the full passenger satisfaction scorecard visit www.transportfocus.org.uk

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