First Rail We are one of the UK’s most experienced rail operators, running every type of service, overview from Cornwall to .

st 1 360m 90%

We operate 1,600 diesel and Our services are Last year, our TOCs By 2020, 90% of our electric rolling stock vehicles and are award-winning: GWR is carried more than 360m customers will be travelling on introducing new fleets in our TOCs Rail Operator of the Year passengers a train less than five years old

We are a leading train operator, with experience including more than 50,000 additional seats at peak times of running every type of service – long distance, for commuters. We are implementing our exciting plans on regional, commuter and sleeper services. TransPennine Express to create a vibrant intercity service for the North of England and Scotland. Three new fleets are being We have three franchises – Great Western Railway (GWR), introduced across the franchise, which runs to at least 2023. South Western Railway (SWR) and TransPennine Express (TPE) On GWR’s network, £7.5bn is being invested in the route to – plus an open access passenger service, . We also give it the biggest infrastructure upgrade since Brunel, together operate the service on behalf of Transport for London with new intercity and local trains, and refurbished stations. This and the service with Heathrow Airport. includes brand new bi-mode intercity trains for service to south We are committed to improving the customer experience; all Wales and the Westcountry. our TOCs are seeing investment in what our passengers tell us We are introducing new technology to enhance the customer they want – more trains, more seats, better Wi-Fi, and more experience. Our new customer app has been downloaded more information. In fact, we are investing in new rolling stock to than a million times; we are working with local authorities to improve our customers’ journeys across all our franchises. By introduce smart ticketing and we have led one of the largest roll 2020, 90% of our customers will be travelling on a train less outs of free Wi-Fi on the UK rail network. than five years old. We’re also investing in our people, to ensure great customer Our newest franchise is SWR, which we were proud to start experience. More than 5,000 of our frontline staff will receive operating in August 2017. Over the course of the franchise, renewed customer service training, ensuring they can assist £1.2bn will be invested to improve the experience for our our customers to the highest standards and in a friendly and customers, delivering better trains and quicker journeys – proactive way.

Spring 2018 Our Train Companies Improving rail services across the country

TransPennine Express Great Western Railway TPE has already started to deliver on its franchise commitments, with a complete refurbishment programme Hull Trains on its Class 185 fleet, delivering free on-board Wi-Fi, media TransPennine Express servers, a modern interior and power sockets at every pair of South Western seats. In addition, three new fleets of brand new, state-of-the-art trains are already being built, the first of which will start to come into service from late 2018. TPE is also introducing free Wi-Fi at all of its stations and roll out mobile ticketing across the franchise. Over the next seven years, TPE will oversee an investment of more than £500m, which will lead to an 80% rise in capacity at the busiest times of the day and provide 13m more seats. We are proud to contribute to the and will work hard to create an outstanding intercity rail service that will take the North further. Great Western Railway 2017 marks the start of what will be the biggest fleet upgrade in a generation, that will mean new and more modern trains, delivering more seats and faster journeys across the whole of the GWR network. The rollout of brand new fleet of commuter trains in the Thames Valley has added thousands of additional seats per day on journeys between Maidenhead and Paddington. Work About our Train Operating Companies continues throughout 2018 to improve journeys and helping Passenger Passenger Satisfaction Stations Performance* reduce crowding right across the Thames Valley. Journeys (National Passenger managed (P11, 2017/18) (2016/17) Survey, Autumn 2016) by TOC Commuter trains in the Bristol area have started to be replaced by longer, more modern trains – each with free Wi-Fi Great Western Railway 105m 79% 208 86.8% and power at every seat – importantly adding more seats in

Hull Trains 1m 95% - 79.0% one of the fastest growing areas of our business. We have introduced our brand new Intercity Express Trains on our South Western Railway** 237m 75% 185 85.8% long distance routes to Bristol and South Wales, and are TransPennine Express 27m 81% 19 87.6% looking forward to introduction of similar vehicles to serve the Westcountry. These bi-mode trains will add additional * Public Performance Measure (PPM), Moving Annual Average (MAA) capacity to the network, as ’s work to complete ** Incorporates data from previous franchise operation the electrification of the mainline continues. South Western franchise We were pleased and proud to have started operating one of the UK network’s largest franchises, in a 70:30 joint venture with MTR.

HALF PRICE Our exciting plans to deliver £1.2bn investment to the the HALF PRICE £2.2m south western network will mean an improved experience for our customers – we’ll deliver new or refurbished trains across TPE offers half- We value our More than 40 the network, more seats and quicker journeys. price travel for employees – schemes benefit We will introduce a new fleet of 90 trains for suburban jobseekers and GWR, TPE and from GWR’s services by December 2020 which will be made in Derby. 16-18 year olds Hull Trains have £2.2m Customer This means a 30% increase in rush hour capacity – 22,000 and is introducing all been awarded and Communities extra seats each morning in to Waterloo and 30,000 extra automated the prestigious Improvement Fund, seats out of Waterloo each evening. delay repay Investors in People supporting social First Hull Trains for registered Gold status need in areas we Our open access service is the UK’s most popular train customers serve. TPE has operator; over the past three years, it has regularly achieved introduced a similar first place in Transport Focus’s independent National Rail scheme this year. Passenger Survey. Our commitment to the service continues; we have ordered five brand new train sets which will deliver more capacity and comfort for our passengers. For more information visit: www.firstgroupplc.com