National Rail Passenger Survey Transpennine Express TOC Report Autumn 2017 (Wave 37)

National Rail Passenger Survey TransPennine Express TOC Report Autumn 2017 (Wave 37)

Contacts:

David Greeno Pam Armstrong Transport Focus Chime Insight & Engagement Group Fleetbank House 5th Floor, Holborn Gate 2-6 Salisbury Square 26, Southampton Buildings London, EC4Y 8JX London WC2A 1AH

Tel: 0300 123 0837 Tel: 0207 861 3282 Email: [email protected] Email: [email protected] Contents

1 Introduction 5 Weekday/weekend satisfaction

1.1 Methodology 2 5.1 Weekday/weekend satisfaction for TransPennine Express 30

1.2 Issues affecting fieldwork 3 5.2 Weekday/weekend satisfaction for Long distance 31

2 Key results 6 Passenger experience with service

Overall satisfaction and station factor results for TransPennine 2.1 5 6.1 Passenger experience of delays 32 Express 2.2 Train factor results for TransPennine Express 7

2.3 Overall satisfaction and station factor results for Long distance 9 7 Sample profile 2.4 Train factor results for Long distance 11

2.5 TransPennine Express versus Long distance performance 13 7.1 Sample profile for TransPennine Express versus Long distance 33

2.6 Results by route for TransPennine Express 14 7.2 Station sample sizes for TransPennine Express 35

7.3 Weighted sample composition for all TOCs 36 3 Passenger satisfaction trend charts 7.4 Unweighted sample composition for all TOCs 37 Overall satisfaction and station factor results for TransPennine 3.1 15 Express 8 Technical appendix 3.2 Train factor results for TransPennine Express 22

8.1 Standard reports produced for NRPS 38 4 Managed versus non-managed stations 8.2 Rail sectors 39 Network Rail categorisation and station factor results for 4.1 29 8.3 How routes are defined 40 TransPennine Express

1 1.1 Methodology1.28

Questionnaires are normally handed out at stations to customers about to board a train. A reply paid envelope is provided for returning questionnaires.

Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station. At Gatwick and Heathrow Airports and for some shifts at certain London termini and other large stations, questionnaires are handed out to passengers of a specific TOC.

From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted). The number of questionnaires handed out will depend on: - the size of station - time of day - length of shift.

TOC data is compiled to provide a national sample.

Fieldwork takes place each Spring (February/March) and Autumn (September/October); until Spring 2003 fieldwork duration was 3 weeks. In Autumn 2003, fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys.

Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by: - weekday/weekend - journey purpose (Commuter, Business, Leisure) - station size (this profile is applied for each TOC building block).

The data for number of journeys and profiles by these variables was generated from ORR data (2012-13), and informed by ticket sales information and some consultation with TOCs.

The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys.

From Autumn 2007 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NRPS methodology, visit www.transportfocus.org.uk

From Spring 2017, passengers were also offered the choice of completing the questionnaire online.

1.1 Methodology 2

1 1.2 Issues affecting1.28 fieldwork

Autumn 2017 (Wave 37)

Fieldwork for Wave 37 (including boosts) was undertaken between the 1st September and 15th November 2017.

There were three separate periods of industrial action during fieldwork; 1st, 2nd and 4th September; 3rd and 5th October: and 8th and 9th November. These affected a number of shifts across certain TOCs which had to be re-scheduled. Also due to an attempted terrorist attack at Parsons Green underground station on Friday 15th September, a handful of shifts had to be rescheduled due to interviewer concerns over safety.

The London Overground Gospel Oak to Barking route was not in operation for the majority of the fieldwork period, only re-opening from the 23rd October. Therefore some shifts initially assigned to this route were moved to other London Overground routes, whilst remaining shifts were re-allocated to the route once the line was re- opened.

The UK was hit by two large storms in September and October which affected a handful of shifts. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Brian in October, and the line was not re-opened by the end of fieldwork so one shift was cancelled.

As with previous waves, planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

Spring 2017 (Wave 36)

Fieldwork for Wave 36 (including boosts) was undertaken between 30th January and 30th April 2017. No fieldwork took place between 13th - 23rd April due to the Easter holidays.

During fieldwork there were issues with two lines, the London Overground Gospel Oak to Barking route was closed until Monday 27th February’ ; therefore limited shifts were conducted on this line. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Doris, no shifts were conducted on this line.

There were two periods of industrial action during fieldwork (Monday 13th March & Saturday 8th April), in most cases the effect of these was limited but a small number of shifts could not go ahead as planned and had to be re-scheduled.

On the 23rd February most of the UK was hit by Storm Doris, this did result in a number of shifts not taking part as planned due to serious flooding, trains on lines, bus replacements etc. All shifts were re-arranged.

There were two separate incidents of structural damage in stations affecting fieldwork. In March emergency repairs were carried out over a week at Liverpool Lime Street due to a wall falling onto the tracks, this did affect a small number of shifts carried out at this station and also stations with lines running to Liverpool Lime Street. On 12th April shifts were postponed for Heathrow Connect due to bricks causing damage to the line.

Planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

1.2 Issues affecting fieldwork 3

1 1.2 Issues affecting1.28 fieldwork

Autumn 2016 (Wave 35)

Fieldwork for Wave 35 (including boosts) was undertaken between the 1st September and 20th November 2016.

Due to industrial action a small number of Southern fieldwork shifts could not go ahead as planned and had to be re-scheduled. The London Overground Gospel Oak to Barking route was not in operation for the whole of the fieldwork period; therefore no fieldwork shifts were conducted on this route.

As with previous waves, planned and unplanned engineering works/problems meant that some other shifts were also rescheduled (this particularly affected shifts during weekends). As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running.

Spring 2016 (Wave 34)

Fieldwork for Wave 34 (including boosts) was undertaken between the 11th January and 20th March 2016.

Due to poor weather and a resulting landslide affecting particular routes during fieldwork, a small number of fieldwork shifts were unable to be completed and were replaced.

Service suspension of Heathrow Connect services for about two weeks towards the end of fieldwork meant that quite a large number of shifts could not be completed for this TOC. This means that the sample size is lower than normal, although the results are still robust at TOC level.

1.2 Issues affecting fieldwork 4 At 95% confidence level: 2 2.1 Overall satisfaction with your journey and station factors + significant increase - significant decrease

% satisfied/good Satisfaction results for TransPennine Express Autumn 2017 Autumn 2016

C71 Overall satisfaction with the. journeyOve 3 7 9 44 37 81 84 (999)rall sa… C23 Overall satisfaction with01. the stationOve 0 3 11 47 39 86 86 (1028)rall h… C31 . Ticket buying facilities Rati (477) 3 4 9 43 41 84 86 ng of… C32 Provision of information about. train times/platformsRati 0 3 7 39 50 89 90 (1005)ng of… C33 . Upkeep/repair of the station Rati buildings/platforms 1 3 16 50 30 80 81 ng (1008) of… C34 . CleanlinessRati 1 4 14 50 32 82 84 (1006)ng of… C36 01. Toilet facilities at the station** Rati 8 16 18 36 22 58 - (696)ng of… C36 Attitudes and helpfulness of the. Ratistaff 2 2 13 36 46 82 82 (724)ng of… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

**Attribute added for the first time in Spring 2017 2.1 Overall satisfaction with your journey and station factors 5 At 95% confidence level: 2 2.1 Station factors (cont'd) + significant increase - significant decrease

% satisfied/good Satisfaction results for TransPennine Express Autumn 2017 Autumn 2016

C37 Connections with other forms of . public transport 77 78 Rati 2 6 14 41 36 (614) ng…

C38 . Facilities for car parking 22 22 16 23 17 40 - 51 (309)Rati ng…

C39 Overall environment. 81 79 (1014)Rati 1 3 15 49 33 ng…

C70 Your personal security whilst using2.

the stationRati 11 20 42 36 78 79 (926)ng…

C10 Availability of staff at the station03. 72 74 (851)Rati 4 7 17 40 32 ng…

C27 Shelter facilities01. 84 80 (843)Rati 1 3 12 46 38 ng…

C27 Availability of seating02.

(966)Rati 3 15 21 38 23 61 58 ng… C42 How request to station staff was . handled 88 93 Ove 4 5 3 20 68 (210) ra… C28

Choice of shops/eating/drinking01. 6 10 20 39 25 64 63 facilities availableRati (870)ng… C35 01. 41 36 Availability of WiRati-Fi 27 14 18 24 17 (389) ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.1 Station factors (cont'd) 6 At 95% confidence level: 2 2.2 Train factors + significant increase - significant decrease

% satisfied/good Satisfaction results for TransPennine Express Autumn 2017 Autumn 2016

C27 03. Overall satisfaction with the train 78 - 84 (1016)Ove 4 6 11 48 30 ra…

C43 Frequency of the trains on that. 80 83 routeSati 3 8 8 45 35 (970)sf…

C44 Punctuality/reliability (i.e. the train . arriving/departing on time) - Sati 6 11 8 31 43 74 81 (1009) sf…

C45 Length of time the journey was.

scheduled to take (speed)Sati 1 4 6 38 51 88 87 (1004)sf…

C46 Connections with other train . services 75 - 83 Sati 5 5 15 41 34 (543) sf…

C47 Value for money of the price of . your ticket Sati 11 13 19 29 28 57 62 (979) sf…

C49 Upkeep and repair of the train.

(1003)Rati 1 3 13 49 32 82 - 86 ng… C50 Provision of information during the . journey 77 81 Rati 2 4 16 41 36 (947) ng… C51

Helpfulness and attitude of staff. 1 3 16 36 44 80 83 on trainRati (752)ng… C52 . 56 53 Space for luggageRati 11 16 17 36 20 (813) ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.2 Train factors 7 At 95% confidence level: 2 2.2 Train factors (cont'd) + significant increase - significant decrease

% satisfied/good Satisfaction results for TransPennine Express Autumn 2017 Autumn 2016

C53 Toilet facilities . (454) 10 17 21 35 16 51 53 R…

C36 Comfort of the seats**70. 3 6 16 52 23 75 - (937) R…

Step or gap between the trainC36 and the platform**52. 2 5 27 43 22 65 - (950)R…

C70 Your personal security3. on 2 1 17 43 37 80 - board****R…

C90 Cleanliness of the inside2. 2 6 12 49 32 80 - 85 (1018) R…

C90 Cleanliness of the outside 3. 2 3 16 48 32 80 84 (887)R…

C10 Availability of staff on the train 04. 5 10 19 37 29 66 67 (888) R… How well train company deals C64with delays. 7 11 33 30 18 49 53 (376)R…

C36 Level of crowding**02. 17 15 10 32 26 58 - (997) S…

Reliability of the InternetC37 connection***03. 35 17 19 17 12 29 - (378)R…

C36 Availability of power sockets** 04. 15 22 15 25 23 47 - (493)R… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

**Attribute added for the first time in Spring 2017 ***Attribute added for the first time from Autumn 2017, so no historical comparisons yet ****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown 2.2 Train factors (cont'd) 8 At 95% confidence level: 2 2.3 Overall satisfaction with your journey and station factors + significant increase - significant decrease

% satisfied/good Satisfaction results for Long Distance Autumn 2017 Autumn 2016

C71 Overall satisfaction with the. journeyOve 2 4 7 45 42 86 86 (5448)rall sa… C23 Overall satisfaction with01. the stationOve 1 2 10 46 41 87 86 (5551)rall h… C31 Ticket buying facilities. (2461)Rati 2 4 8 41 45 87 + 85 ng of… C32 Provision of information about. train times/platformsRati 1 3 6 38 52 91 + 89 (5468)ng of… C33 Upkeep/repair of the station. buildings/platformsRati 1 4 12 49 34 83 82 (5479)ng of… C34 Cleanliness. (5505)Rati 1 3 11 49 36 85 85 ng of… C36 01. Toilet facilities at the station** Rati (3620) 6 14 18 38 24 62 - ng of… C36 Attitudes and helpfulness of the. staff Rati 1 2 13 36 48 84 83 (3796)ng of… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

**Attribute added for the first time in Spring 2017 2.3 Overall satisfaction with your journey and station factors 9 At 95% confidence level: 2 2.3 Station factors (cont'd) + significant increase - significant decrease

% satisfied/good Satisfaction results for Long Distance Autumn 2017 Autumn 2016

C37 Connections with other forms of . public transport 2 6 10 41 41 81 80 (3417)Rati ng…

C38 . Facilities for car parking 11 14 17 33 25 58 61 (1639)Rati ng…

C39 . Overall environment 1 3 13 50 33 83 + 81 (5502)Rati ng…

Your personal security whilst usingC70 2. the station 01 18 43 38 80 78 (5082)Rati ng…

C10 03. Availability of staff at the station 2 6 18 42 32 74 74 (4462)Rati ng…

C27 Shelter facilities01.

(4350)Rati 1 5 13 43 38 81 80 ng…

C27 Availability of seating02.

(5194)Rati 6 17 18 37 22 59 58 ng…

C42

How request to station staff was. handled 91 90 Ove 2 3 4 20 71 (1066) ra…

C28

Choice of shops/eating/drinking01. facilities available Rati 6 12 18 40 25 64 63 (4834) ng… C35

Availability of Wi01.-Fi 18 18 18 26 20 46 42 (2008)Rati ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.3 Station factors (cont'd) 10 At 95% confidence level: 2 2.4 Train factors + significant increase - significant decrease

% satisfied/good Satisfaction results for Long Distance Autumn 2017 Autumn 2016

C27 Overall satisfaction with the train03. 83 - 86 (5529)Ove 3 5 10 51 33 ra…

C43 Frequency of the trains on that. 84 85 routeSati 2 6 8 42 42 (5263)sf…

C44 Punctuality/reliability (i.e. the train. - arriving/departing on time)Sati 4 8 7 31 51 82 84 (5475)sf…

Length of time the journey C45was . scheduled to take (speed) 1 4 6 34 54 88 88 (5449)Sati sf…

C46 Connections with other train. 81 81 servicesSati 4 4 12 40 41 (2947)sf…

C47 Value for money of the price of . your ticket 9 15 17 33 26 59 58 (5349)Sati sf…

C49 Upkeep and repair of the train.

(5462)Rati 2 4 13 51 31 82 83 ng…

C50

Provision of information during the. journey 80 79 Rati 2 4 14 43 37 (5161) ng…

C51

Helpfulness and attitude of staff. on train Rati 1 3 15 38 43 81 81 (3947) ng… C52

Space for luggage. 8 14 16 40 21 62 58 (4576)Rati + ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.4 Train factors 11 At 95% confidence level: 2 2.4 Train factors (cont'd) + significant increase - significant decrease

% satisfied/good Satisfaction results for Long Distance Autumn 2017 Autumn 2016

C53 Toilet facilities. 8 16 19 39 18 (2907) 56 56 Ra…

Comfort of the seats**C36

(5288)70. 2 6 15 52 24 76 - Ra…

Step or gap between the train C36and

the platform**52. 2 6 23 47 21 68 - (5140)Ra…

Your personal securityC70 on board****3. 11 15 46 37 83 - (5134)Ra…

C90 Cleanliness of the inside 2. 2 6 10 50 33 83 83 (5535) Ra…

Cleanliness of the outsideC90 (4771)3. 1 4 15 51 29 79 79 Ra…

Availability of staff on the trainC10 04. (4593) 4 9 22 37 28 65 65 Ra…

How well train company deals withC64 delays. 5 10 30 35 20 55 53 (1573)Ra…

C36 Level of crowding** 02. (5425) 9 9 12 35 36 70 - Sa…

Reliability of the InternetC37 connection***03. 29 22 14 22 13 34 - (2330)Ra…

C36 Availability of power sockets** 04. 16 15 11 31 27 59 - (3105)Ra… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2 2.5 TOC versus sector performance

TransPennine Express versus Long Distance

TOC Sector TOC Overall sample size 27168 Index

Overall satisfaction with the journey 81 86 94% STATION FACILITIES Overall satisfaction with the station 86 87 99% Ticket buying facilities 84 87 97% Provision of information about train times/platforms 89 91 99% Upkeep/repair of the station buildings/platforms 80 83 96% Cleanliness 82 85 96% Toilet facilities at the station 58 62 93% Attitudes and helpfulness of the staff 82 84 98% Connections with other forms of public transport 77 81 95% Facilities for car parking 40 58 68% Overall environment 81 83 98% Your personal security whilst using the station 78 80 97% Availability of staff at the station 72 74 98% Shelter facilities 84 81 104% Availability of seating 61 59 103% How request to station staff was handled 88 91 97% Choice of shops/eating/drinking facilities available 64 64 99% Availability of Wi-Fi 41 46 91% TRAIN FACILITIES Overall satisfaction with the train 78 83 94% Frequency of the trains on that route 80 84 95% Punctuality/reliability (i.e. the train arriving/departing on time) 74 82 91% Length of time the journey was scheduled to take (speed) 88 88 100% Connections with other train services 75 81 93% Value for money of the price of your ticket 57 59 98% Upkeep and repair of the train 82 82 100% Provision of information during the journey 77 80 97% Helpfulness and attitude of staff on train 80 81 98% Space for luggage 56 62 90% Toilet facilities 51 56 91% Comfort of the seats 75 76 99% Step or gap between the train and the platform 65 68 95% Your personal security on board 80 83 96% Cleanliness of the inside 80 83 97% Cleanliness of the outside 80 79 101% Availability of staff on the train 66 65 101% How well train company deals with delays 49 55 89% Level of crowding 58 70 83% Reliability of the Internet connection 29 34 84% Availability of power sockets 47 59 80%

2.5 TOC versus sector performance 13

2 2.6 Results by route

Building Block/ route data for TransPennine Express

South North West North Overall sample size 27168

Overall satisfaction with the journey 68 77 84 STATION FACILITIES Overall satisfaction with the station 78 85 88 Ticket buying facilities 90 84 83 Provision of information about train times/platforms 87 85 91 Upkeep/repair of the station buildings/platforms 75 70 84 Cleanliness 81 78 84 Toilet facilities at the station 63 55 58 Attitudes and helpfulness of the staff 74 84 83 Connections with other forms of public transport 82 73 78 Facilities for car parking 40 33 42 Overall environment 81 81 82 Your personal security whilst using the station 82 77 78 Availability of staff at the station 56 78 72 Shelter facilities 86 85 83 Availability of seating 63 53 63 How request to station staff was handled 91 82 90 Choice of shops/eating/drinking facilities available 61 57 67 Availability of Wi-Fi 50 45 39 TRAIN FACILITIES Overall satisfaction with the train 71 68 82 Frequency of the trains on that route 72 71 84 Punctuality/reliability (i.e. the train arriving/departing on time) 68 63 79 Length of time the journey was scheduled to take (speed) 87 83 90 Connections with other train services 73 58 81 Value for money of the price of your ticket 58 53 59 Upkeep and repair of the train 81 79 83 Provision of information during the journey 70 73 80 Helpfulness and attitude of staff on train 83 76 81 Space for luggage 42 55 58 Toilet facilities 57 47 52 Comfort of the seats 69 71 78 Step or gap between the train and the platform 65 61 67 Your personal security on board 85 80 79 Cleanliness of the inside 84 77 81 Cleanliness of the outside 79 73 82 Availability of staff on the train 61 59 69 How well train company deals with delays 51 49 48 Level of crowding 52 46 63 Reliability of the Internet connection 45 28 27 Availability of power sockets 55 36 50

2.6 Results by route 14

3 3.1 Overall satisfaction and station factors trend charts

Percentage Overall satisfaction with the journey Overall satisfaction with the station

(999) (1028) satisfaction with Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 aspects of TransPennine Express Long Distance TransPennine Express Long Distance

Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn station where 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 100 100 boarded 95 95 90 90 85 85 80 80 75 75 70 70 65 65 60 60 55 55 50 50 45 45 40 40 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

N.B. Benchmarks and targets are only shown for applicable factors

3.1 Overall satisfaction and station factors 15

3 3.1 Station factors trend charts

Ticket buying facilities Provision of information about train Upkeep/repair of the station times/platforms buildings/platforms (477) (1005) (1008) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

N.B. Benchmarks and targets are only shown for applicable factors

3.1 Station factors trend charts 16

3 3.1 Station factors trend charts

Cleanliness Toilet facilities at the station** Attitudes and helpfulness of the staff

(1006) (696) (724) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

**Attribute added for the first time in Spring 2017 3.1 Station factors trend charts 17

3 3.1 Station factors trend charts

Connections with other forms of public Facilities for car parking Overall environment transport (614) (309) (1014) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

3.1 Station factors trend charts 18

3 3.1 Station factors trend charts

Your personal security whilst using the Availability of staff at the station Shelter facilities station (926) (851) (843) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

3.1 Station factors trend charts 19

3 3.1 Station factors trend charts

Availability of seating How request to station staff was handled Choice of shops/eating/drinking facilities available (966) (210) (870) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

3.1 Station factors trend charts 20

3 3.1 Station factors trend charts

Availability of Wi-Fi

(389) Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance

Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 100 95 90 85 80 75 70 65 60 55 50 45 40 35 30 25 20 15 10 5 0

N.B. Benchmarks and targets are only shown for applicable factors

3.1 Station factors trend charts 21

3 3.2 Train factors trend charts

Percentage Overall satisfaction with the train Frequency of the trains on that route

(1016) (970) satisfaction with Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 aspects of train TransPennine Express Long Distance TransPennine Express Long Distance

Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 2013 2013 2014 2014 2015 2015 2016 2016 2017 2017 100 100 95 95 90 90 85 85 80 80 75 75 70 70 65 65 60 60 55 55 50 50 45 45 40 40 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

N.B. Benchmarks and targets are only shown for applicable factors

3.2 Train factors trend charts 22

3 3.2 Train factors trend charts

Punctuality/reliability (i.e. the train Length of time the journey was scheduled Connections with other train services arriving/departing on time) to take (speed) (1009) (1004) (543) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

3.2 Train factors trend charts 23

3 3.2 Train factors trend charts

Value for money of the price of your ticket Comfort of the seats** Upkeep and repair of the train

(979) (937) (1003) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

**Attribute added for the first time in Spring 2017 3.2 Train factors trend charts 24

3 3.2 Train factors trend charts

Provision of information during the journey Helpfulness and attitude of staff on train Space for luggage

(947) (752) (813) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

3.2 Train factors trend charts 25

3 3.2 Train factors trend charts

Toilet facilities Step or gap between the train and the Level of crowding** platform** (454) (950) (997) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

**Attribute added for the first time in Spring 2017 3.2 Train factors trend charts 26

3 3.2 Train factors trend charts

Availability of power sockets** Your personal security on board**** Cleanliness of the inside

(493) (942) (1018) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

**Attribute added for the first time in Spring 2017 ****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown 3.2 Train factors trend charts 27

3 3.2 Train factors trend charts

Cleanliness of the outside Availability of staff on the train How well train company deals with delays

(887) (888) (376) Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017 Percentage of passengers satisfied 2013 to 2017

TransPennine Express Long Distance TransPennine Express Long Distance TransPennine Express Long Distance

N.B. Benchmarks and targets are only shown for applicable factors

3.2 Train factors trend charts 28 At 95% confidence level: 4 4.1 Managed versus non-managed + significant increase - significant decrease

Managed versus non-managed stations for TransPennine Express (% of passenger journeys originating from each type of station)

Overall Total Stations managed Stations not managed A = National hub by TOC by TOC B = Regional hub C = Important feeder 2%0% 7% 0% 2%0% 5% 9% 6% D = Medium staffed E = Small staffed 11% 10% 21% 39% F = Small unstaffed Not categorised

60% 17%

22% 78% 11%

(% of passengers saying satisfied/good)

Stations Stations managed significant not managed by TOC difference by TOC

Overall satisfaction with the station 85 86 Ticket buying facilities 83 84 Provision of information about train times/platforms 90 89 Upkeep/repair of the station buildings/platforms 87 + 78 Cleanliness 87 81 Toilet facilities at the station** 57 58 Attitudes and helpfulness of the staff 83 82 Connections with other forms of public transport 71 79 Facilities for car parking 43 38 Overall environment 83 81 Your personal security whilst using the station 79 78 Availability of staff at the station 65 - 74 Shelter facilities 83 84 Availability of seating 72 + 58 How request to station staff was handled 90 88 Choice of shops/eating/drinking facilities available 42 - 69 Availability of Wi-Fi 56 + 39

**Attribute added for the first time in Spring 2017 4.1 Managed versus non-managed 29 At 95% confidence level: 5 5.1 TOC weekday/weekend satisfaction scores + significant increase - significant decrease

TransPennine Express

Weekday Weekend

Autumn significant Autumn significant Autumn 2016 Autumn 2016 2017 2017 Overall sample size 27168 change change

Overall satisfaction with the journey 82 84 76 82 STATION FACILITIES Overall satisfaction with the station 87 86 82 88 Ticket buying facilities 82 83 90 96 Provision of information about train times/platforms 91 89 83 - 96 Upkeep/repair of the station buildings/platforms 82 80 71 - 86 Cleanliness 83 82 76 - 90 Toilet facilities at the station** 54 - 71 - Attitudes and helpfulness of the staff 83 81 78 88 Connections with other forms of public transport 78 77 76 82 Facilities for car parking 43 46 22 - 67 Overall environment 82 78 78 84 Your personal security whilst using the station 80 78 70 83 Availability of staff at the station 73 74 70 75 Shelter facilities 83 80 90 81 Availability of seating 61 56 61 67 How request to station staff was handled 87 93 93 95 Choice of shops/eating/drinking facilities available 64 65 62 55 Availability of Wi-Fi 42 34 41 47 TRAIN FACILITIES Overall satisfaction with the train 79 - 85 74 80 Frequency of the trains on that route 80 83 84 83 Punctuality/reliability (i.e. the train arriving/departing on time) 73 - 79 79 89 Length of time the journey was scheduled to take (speed) 87 86 94 94 Connections with other train services 75 - 82 74 84 Value for money of the price of your ticket 58 60 56 70 Upkeep and repair of the train 83 85 76 - 90 Provision of information during the journey 79 81 71 81 Helpfulness and attitude of staff on train 82 83 70 85 Space for luggage 57 55 49 48 Toilet facilities 55 54 33 47 Comfort of the seats** 76 - 74 - Step or gap between the train and the platform** 66 - 60 - Your personal security on board**** 82 - 69 - Cleanliness of the inside 82 85 72 86 Cleanliness of the outside 82 83 72 - 90 Availability of staff on the train 68 66 54 - 72 How well train company deals with delays 52 56 27 39 Level of crowding** 59 - 56 - Reliability of the Internet connection*** 33 - 9 - Availability of power sockets** 50 - 34 -

**Attribute added for the first time in Spring 2017 ***Attribute added for the first time from Autumn 2017, so no historical comparisons yet 5.1 TOC weekday/weekend satisfaction scores ****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown 30 At 95% confidence level: 5 5.2 Sector weekday/weekend satisfaction scores + significant increase - significant decrease

Long Distance

Weekday Weekend

Autumn significant Autumn significant Autumn 2016 Autumn 2016 2017 2017 Overall sample size 27168 change change

Overall satisfaction with the journey 87 86 85 - 89 STATION FACILITIES Overall satisfaction with the station 87 86 89 89 Ticket buying facilities 86 84 89 88 Provision of information about train times/platforms 91 + 89 89 91 Upkeep/repair of the station buildings/platforms 83 + 80 84 86 Cleanliness 85 84 87 88 Toilet facilities at the station** 60 - 70 - Attitudes and helpfulness of the staff 83 83 84 86 Connections with other forms of public transport 81 81 83 78 Facilities for car parking 58 59 58 66 Overall environment 83 + 80 83 85 Your personal security whilst using the station 81 + 78 80 79 Availability of staff at the station 74 74 75 74 Shelter facilities 81 79 82 81 Availability of seating 59 57 60 64 How request to station staff was handled 90 92 92 85 Choice of shops/eating/drinking facilities available 64 63 64 63 Availability of Wi-Fi 45 + 40 48 50 TRAIN FACILITIES Overall satisfaction with the train 83 - 85 83 87 Frequency of the trains on that route 85 84 84 87 Punctuality/reliability (i.e. the train arriving/departing on time) 82 82 82 - 91 Length of time the journey was scheduled to take (speed) 89 87 88 - 92 Connections with other train services 81 80 79 - 85 Value for money of the price of your ticket 57 55 65 70 Upkeep and repair of the train 83 82 80 85 Provision of information during the journey 80 78 78 80 Helpfulness and attitude of staff on train 82 82 77 78 Space for luggage 63 + 58 59 56 Toilet facilities 56 56 56 52 Comfort of the seats** 75 - 77 - Step or gap between the train and the platform** 68 - 69 - Your personal security on board**** 84 - 81 - Cleanliness of the inside 83 83 80 82 Cleanliness of the outside 79 79 79 81 Availability of staff on the train 67 66 57 64 How well train company deals with delays 54 53 56 53 Level of crowding** 70 - 69 - Reliability of the Internet connection*** 35 - 31 - Availability of power sockets** 59 - 59 -

**Attribute added for the first time in Spring 2017 ***Attribute added for the first time from Autumn 2017, so no historical comparisons yet 5.2 Sector weekday/weekend satisfaction scores ****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown 31

6 6.1 Passenger experience of delays

TransPennine Long TransPennine Long Distance Express Overall sample size 27168 Express Distance

LENGTH OF DELAY No delay 61 70 Up to 5 minutes delay 16 11 6-10 minutes delay 10 7 11-15 minutes delay 5 4 16-20 minutes delay 3 2 21-30 minutes delay 2 2 31-60 minutes delay 1 1 Over 60 minutes delay 1 1 Don't know/no answer 2 2

AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well 20 22 Very well 23 25 Fairly well 33 34 Fairly well 31 33 Neither well nor poorly 19 19 Neither well nor poorly 20 20 Fairly poorly 17 14 Fairly poorly 14 12 Very poorly 12 11 Very poorly 12 11

ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well 26 25 Very well 17 19 Fairly well 32 34 Fairly well 29 31 Neither well nor poorly 19 19 Neither well nor poorly 29 27 Fairly poorly 13 13 Fairly poorly 16 13 Very poorly 10 9 Very poorly 9 10

USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well 26 24 TRAIN SERVICE COULD NOT CONTINUE Fairly well 30 32 Very well 12 14 Neither well nor poorly 20 24 Fairly well 27 25 Fairly poorly 15 11 Neither well nor poorly 16 22 Very poorly 9 9 Fairly poorly 16 15 Very poorly 29 25

6.1 Passenger experience of delays 32

7 7.1 General sample profile

TransPennine Long TransPennine Long Express Distance Express Distance Overall sample size 27168

DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 1 1 Commuter 26 17 Hearing 3 2 Business 13 25 Mobility 4 4 Leisure 61 59 Dexterity 1 1 Learning or understanding or concentrating 1 0 Memory 0 0 WEEKDAY/WEEKEND Mental health 4 3 Weekday 82 80 Stamina or breathing or fatigue 1 1 Weekend 18 20 Socially or behaviourally 1 1 Other 2 2 None 81 84 No answer 6 5

GENDER ASKED FOR HELP OR INFORMATION Male 39 40 Yes asked for help 11 11 Female 56 56 Yes asked for information 12 11 Prefer another term 0 0 Could not find anyone to ask 4 3 No/didn`t need help/information 74 76

AGE 16-18 2 2 TRAVELLING WITH … 19-25 11 8 Heavy/bulky luggage/other large items 25 25 26-34 11 10 Pushchair/buggy/pram 1 0 35-44 13 14 Folding bicycle 0 0 45-54 18 20 Non-folding bicycle 1 1 55-59 9 11 Dog 0 0 60-64 11 11 Wheelchair 0 1 65+ 21 20 Helper 1 0 Mobility scooter 0 0 ETHNIC GROUP OF PASSENGERS None apply 68 69 White 89 89 Mixed 1 1 Asian or Asian British 3 2 Black or Black British 1 1 Chinese or other ethnic group 1 2

7.1 General sample profile 33

7 7.1 General sample profile (cont'd)

TransPennine Long Distance Express Overall sample size 27168

TYPE OF TICKET USED FOR JOURNEY Anytime single/return 17 15 Anytime day single/return 13 12 Off-peak/super off-peak single/return 14 19 Off-peak/super off-peak day single/return 12 10 Advance 24 30 Day travelcard 0 1 Oyster pay as you go - 0 Weekly or monthly season ticket (including travelcard/travelcard on oyster) 9 5 Annual season ticket (including travelcard/travelcard on oyster) 3 2 Special promotion ticket 0 0 Rail staff pass/Privilege ticket/Police concession 1 2 Free travel pass (e.g. Freedom pass) 0 0 Other 5 4 Don't know/ no answer 0 0

7.1 General sample profile (cont'd) 34

7 7.2 Station sample sizes

Station sample sizes for TransPennine Express

Unweighted Overall sample size 27168

Leeds 200 Manchester Piccadilly 171 York 99 Newcastle 72 Huddersfield 61 Manchester Oxford Road 44 Preston 42 Manchester Airport 42 Malton 36 Sheffield 25 Dewsbury 25 Doncaster 25 Durham 25 Edinburgh 24 Scarborough 20 Lancaster 17 Liverpool Lime Street 13 Carlisle 12 Stockport 9 Yarm 8 Meadowhall 8 Stalybridge 8 Oxenholme Lake District 8 Glasgow Central 8 Penrith 7 Darlington 7 Wigan North Western 7 Manchester Victoria 6 Haymarket 4 Hull 3 Birchwood 2 Warrington Central 2 Scunthorpe 2 Northallerton 2 Grimsby Town 1 Middlesbrough 1 Barnetby 1

7.2 Station sample sizes 35

7 7.3 Weighted sample profile

*Part of the Govia Thameslink Railway franchise **The following TOCs were rebranded in Autumn 2016: Greater Anglia (from Abellio Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express) *** South Western Railway rebranded from South West Trains in Autumn 2017

Annual Journey Purpose Day of Week Station Size journeys ('000s) Commute Business Leisure Weekday Weekend Very large Large Medium Small

Sample size 25618 10737 3284 11597 22082 3536 7825 5689 6811 5293

Arriva Trains Wales 31475 31 10 59 81 19 22 26 26 26 c2c 43331 67 6 27 86 14 25 17 31 27 Chiltern Railways 24450 38 25 37 82 18 35 8 28 29 CrossCountry 37216 15 28 57 78 22 26 22 26 26 East Midlands Trains 25840 23 28 49 82 18 23 23 26 28 Gatwick Express* 8576 15 44 40 78 22 69 0 0 31 Great Northern* 53116 47 28 25 89 11 23 25 25 27 Great Western Railway 103952 30 20 50 71 29 22 24 28 25 Greater Anglia** 89311 47 21 32 86 14 30 13 30 27 London Midland 69605 40 13 46 85 15 27 16 31 25 London Overground 188790 61 3 37 80 20 23 25 27 26 Merseyrail 44284 38 1 61 80 20 23 24 27 26 Northern** 98557 38 9 53 76 24 22 27 26 25 ScotRail 94239 39 13 47 80 20 26 18 30 25 South Western Railway*** 236851 53 15 32 85 15 27 20 27 26 Southeastern 177793 55 17 28 87 13 19 30 26 26 Southern* 186640 51 15 34 90 10 20 28 26 26 TfL Rail 39265 62 3 35 82 18 26 22 24 28 Thameslink* 82326 43 25 32 83 17 18 29 26 26 TransPennine Express** 25980 26 13 61 82 18 23 23 27 28 Virgin Trains 35698 11 23 66 81 19 28 7 36 29 Virgin Trains East Coast 21086 9 32 59 75 25 29 14 30 27

7.3 Weighted sample profile 36

7 7.4 Unweighted sample profile

Journey Purpose Day of Week Station Size Sample size Commute Business Leisure Weekday Weekend Very large Large Medium Small

Sample size 25618 10737 3284 11597 22082 3536 7825 5689 6811 5293

Arriva Trains Wales 1011 28 10 62 73 27 26 19 28 28 c2c 1011 66 5 29 92 8 30 16 29 25 Chiltern Railways 1006 45 15 40 92 8 26 9 39 26 CrossCountry 1262 28 17 55 81 19 36 19 25 21 East Midlands Trains 1033 35 22 43 81 19 25 38 20 18 Gatwick Express* 461 30 26 44 92 8 82 0 0 18 Great Northern* 607 52 12 36 93 7 34 19 29 18 Great Western Railway 1652 40 17 44 91 9 32 23 32 13 Greater Anglia** 1334 37 12 51 86 14 35 8 35 22 London Midland 1093 46 10 44 85 15 35 21 29 14 London Overground 1621 61 4 34 86 14 20 18 25 38 Merseyrail 814 50 4 46 91 9 26 39 23 13 Northern** 1715 38 6 57 73 27 24 24 25 28 ScotRail 1419 44 10 46 83 17 38 25 22 14 South Western Railway*** 1988 42 10 48 82 18 34 20 31 15 Southeastern 1556 53 8 38 91 9 30 29 23 18 Southern* 1326 49 10 42 84 16 19 36 29 17 TfL Rail 226 73 6 21 97 3 34 37 5 24 Thameslink* 1128 53 11 36 93 7 28 34 20 19 TransPennine Express** 1047 30 18 51 95 5 24 28 27 22 Virgin Trains 1219 22 29 48 85 15 38 7 29 25 Virgin Trains East Coast 1089 17 29 54 94 6 32 24 24 21

7.4 Unweighted sample profile 37

8 8.1 Standard reports produced for NRPS The following reports are produced each wave:

At a glance for each TOC Short summary reports showing headline results

Full Report Summary tables for all TOCs (including comparison with one year previously), trend tables for last 10 waves by TOC, trend charts for the main NRPS factors, peak vs off-peak analysis for LSE TOCs.

Multivariate Report Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NRPS waves combined.

PTE Report NRPS reports for all PTEs (exactly the same format as TOC reports).

Rankings Report Results since wave 10 showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type.

Stakeholder Report Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NRPS report. Stations Report Percentage of passengers satisfied by each main factor for last 10 waves for all Network Rail stations covered by NRPS during that time period.

TOC Report Tables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector), trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers surveyed, station sample sizes for TOC and sample composition & weighting.

Virtual TOC Report NRPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports).

8.1 Standard reports produced for NRPS 38

8 8.2 Rail sectors Sector definitions

The sector results used in this report contain the following TOCs (non-franchised operators are excluded):

London and South East Operators c2c Chiltern Railways Gatwick Express* Great Northern* Great Western Railway Greater Anglia London Midland London Overground South Western Railway Southeastern Southern* TfL Rail Thameslink*

Long Distance Operators CrossCountry East Midlands Trains TransPennine Express Virgin Trains Virgin Trains East Coast

The following TOCs were rebranded in Autumn 2016: Regional Operators Arriva Trains Wales Merseyrail - Greater Anglia (from Abellio Greater Anglia) - Northern (from Northern Rail) Northern - TransPennine Express (from First TransPennine Express) ScotRail - Hull Trains (from First Hull Trains)

South Western Railway rebranded from South West Trains in Autumn 2017

* Part of the Govia Thameslink Railway franchise 8.2 Rail sectors 39

8 8.3 How routes are defined

c2c: Tilbury line East Midlands Trains: London How are routes defined Journeys on the London Fenchurch Street – Southend Central (via Journeys on the London – Sheffield and London – Nottingham routes. Tilbury Town) and Fenchurch Street – Grays lines. Also includes London – Corby services.

The routes have been defined in Chiltern Railways: Commuter Gatwick Express* Journeys on the London Marylebone – Banbury route, including Fast Gatwick Express services Gatwick – London conjunction with the train companies. services London Marylebone - stations south of Banbury (via Victoria (including peak extensions to/from Brighton). By TOC the areas covered by each Wembley Stadium). Also includes London Marylebone – Aylesbury (via High Wycombe) and Aylesbury – Princes Risborough services, route are as follows: but not London Marylebone – Oxford. The following TOCs were rebranded in Autumn 2016: Chiltern Railways: Metro Grand Central: London - Bradford - Greater Anglia (from Abellio Greater Anglia) Journeys on the Aylesbury/Aylesbury Vale Parkway – London line Journeys on London King's Cross - Bradford Interchange route. - Northern (from Northern Rail) (via Amersham). - TransPennine Express (from First TransPennine Express) - Hull Trains (from First Hull Trains) Chiltern Railways: Oxford Grand Central: London - Sunderland Journeys on London Marylebone – Oxford services. Journeys on London King's Cross - Sunderland route. South Western Railway rebranded from South West Trains in Autumn 2017 Arriva Trains Wales: Cardiff & Valleys Chiltern Railways: West Midlands Great Northern* Journeys on the Valley lines around Cardiff. Journeys on the West Midlands – London Marylebone services, Journeys on the Peterborough/King's Lynn - London King's including London – Stratford-Upon-Avon and a few services that Cross/Moorgate route. do not go to/from London.

Arriva Trains Wales: Interurban CrossCountry: East – West Great Western Railway: Long distance Journeys on the Fishguard Harbour – Manchester Piccadilly, Journeys on routes Birmingham – Leicester, Birmingham – Journeys on long distance services. Milford Haven – Manchester Piccadilly, and Holyhead – Cardiff Cambridge and Stansted Airport, and Nottingham/Derby – Central lines. Bristol/Cardiff.

Arriva Trains Wales: Mid Wales & Borders CrossCountry: North-South Manchester Great Western Railway: London Thames Valley Journeys on the Pwllheli/Aberystwyth – Birmingham International, Journeys on route Manchester to/from the South West and Journeys on relatively short distance services in and around Shrewsbury – Crewe, and Holyhead – Birmingham International South Coast. the Thames Valley. lines.

Arriva Trains Wales: North Wales & Borders CrossCountry: North-South Scotland & North East Great Western Railway: West Journeys on the Llandudno – Manchester Piccadilly, Bidston – Journeys on route Scotland/North East England to/from the Journeys on (generally) short distance rural rail lines in the Wrexham Central, Chester – Crewe, and Llandudno/Llandudno South West/South Coast. West of England. Junction - Blaenau Ffestiniog lines.

Arriva Trains Wales: South Wales & Borders/West Wales East Midlands Trains: Liverpool - Norwich Greater Anglia: Intercity Journeys on the Swansea – Shrewsbury, Maesteg – Cheltenham Journeys on the Liverpool - Norwich route. London – Norwich journeys, plus a few shorter workings Spa, Pembroke Docks – Swansea, Swansea – Cardiff Central, and (like an early morning Colchester to Norwich service). Cardiff Central – Ebbw Vale Town lines. c2c: Southend line East Midlands Trains: Local Greater Anglia: Main line Journeys on the London Fenchurch Street – Journeys on local rail lines around Nottingham, Derby and Lincoln Journeys on outer suburban Great Eastern services London - Shoeburyness/Southend Central line (via Basildon). (excluding Liverpool – Norwich, London – Sheffield and London – Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury, Nottingham services). Southminster and Braintree. Also includes journeys on London - Southend Victoria service.

* Part of the Govia Thameslink Railway franchise 8.3 How routes are defined 40

8 8.3 How routes are defined (cont'd)

Greater Anglia: Rural London Overground: Highbury & Islington – Croydon/ ScotRail: Interurban Journeys on Ipswich – Felixstowe, Lowestoft, Cambridge and Clapham Junction Journeys on longer distance rail lines between urban areas. Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Journeys on the Highbury & Islington – West Croydon and Sheringham and Cambridge lines. Highbury & Islington - Clapham Junction lines.

Greater Anglia: Stansted London Overground: Richmond/Clapham ScotRail: Rural Journeys on Stansted Express, on Greater Anglia trains which Junction – Stratford Journeys on predominantly rural rail lines. start or end at Stansted Airport where the passenger has an Journeys on the Richmond – Stratford and Clapham Junction – origin or destination of the airport. Willesden Junction/Stratford rail lines.

Greater Anglia: West Anglia London Overground: Watford – Euston ScotRail: Strathclyde Journeys on London – Hertford East, London – Cambridge, Journeys on the London Euston – Watford line. Journeys on local rail lines within Strathclyde. London – King’s Lynn, Cambridge – Kings’s Lynn and Cambridge - Stansted Airport. Also passengers using Stansted Express for journeys not travelling to or from Stansted Airport. Heathrow Connect: London Overground: West Anglia ScotRail: Urban All Heathrow Connect journeys. Journeys on West Anglia routes London - Enfield Town, London - Shorter distance journeys on predominantly urban rail lines, Chingford, London - Cheshunt and Romford - Upminster. within urban areas that are not covered by the Strathclyde route.

Heathrow Express: Merseyrail: Northern Southeastern: High speed All Heathrow Express journeys. Journeys on the Hunts Cross – Southport/Ormskirk rail line. Journeys on high speed trains to/from London St. Pancras.

Hull Trains: Merseyrail: Wirral Southeastern: Main line All Hull Trains journeys. Journeys on the central Liverpool – West Kirby, New Brighton, Journeys on (generally) main line routes London – Kent lines. Chester and Ellesmere Port rail lines.

London Midland: London Commuter Northern: Central Southeastern: Metro Journeys on London Euston – Milton Keynes – Northampton Journeys on several lines in and around Manchester. Journeys on rail lines that are within London. services. Also journeys on Bedford – Bletchley, and Watford Junction – St Albans Abbey routes.

London Midland: West Coast Northern: East Southern: Metro* Journeys on London Euston – Crewe/Liverpool Lime Street, Journeys on several lines in and around Leeds, Doncaster and Journeys on rail lines that are within London. London Euston – Birmingham New Street (mainly passengers Sheffield. to/from Birmingham New Street, Coventry or Rugby), and Birmingham New Street - Liverpool Lime Street routes. London Midland: West Midlands Northern: North East Southern: Sussex Coast* Journeys on several rail lines in and around Birmingham New Journeys on lines in and around Newcastle. Journeys London – Sussex (and beyond). Street.

London Overground: Gospel Oak – Barking Northern: West South Western Railway: Island line Journeys on the Gospel Oak – Barking line. Journeys on lines in and around Liverpool and Preston. Journeys starting from stations on the Isle of Wight.

* Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 41

8 8.3 How routes are defined (cont'd)

South Western Railway: Longer distance Virgin Trains: London - Birmingham – Scotland Journeys starting on longer distance routes that generally go to Journeys on London - Birmingham – Scotland services. or from London, but where the vast majority of the journey is outisde London. South Western Railway: Metro Virgin Trains: London – Liverpool Journeys on routes that are mainly or wholly within London. Journeys on London – Liverpool services.

South Western Railway: Outer Suburban and Local Virgin Trains: London – Manchester Journeys on routes that go outside London, but which are within Journeys on London – Manchester services. commuter travelling distance of London. Also journeys on local routes that are generally not on main lines that are wholly outside London. TfL Rail Virgin Trains: London – North Wales Journeys on London – Shenfield metro service. Journeys on London – Holyhead/North Wales services.

Thameslink: Loop* Virgin Trains: London – Scotland Journeys on Thameslink loop trains (via Wimbledon and Sutton) Journeys on London – Glasgow/Scotland services. Also includes from/to as far north as Luton or St Albans. London - Blackpool services.

Thameslink: Kent* Virgin Trains: London – Wolverhampton/Shrewsbury Journeys on the Bedford - Kent route (including Denmark Hill Journeys on London – Wolverhampton/Shrewsbury services. & Sevenoaks, West Dulwich & Orpington route).

Thameslink: North/South* Virgin Trains East Coast: London – Leeds and West Yorkshire Journeys on the Brighton – Bedford route. Journeys on London – Leeds, London – Harrogate, London – Bradford Foster Square, and London – Skipton services.

TransPennine Express: North Virgin Trains East Coast: London – Newcastle/Sunderland and Journeys on rail lines between Liverpool Lime Street/Manchester/ East Yorkshire Manchester Airport and Hull, Scarborough, Middlesbrough, and Journeys on London – Newcastle, London – Sunderland, London – Newcastle. York, London – Hull, and London – Lincoln services.

TransPennine Express: North West Virgin Trains East Coast: London - Scotland Journeys on rail lines between Manchester Airport & Manchester Journeys on London – Scotland services, and Leeds – Scotland and Carlisle, Preston, Lancaster, Glasgow and Edinburgh. services .

TransPennine Express: South Journeys on rail lines between Manchester Airport/Manchester and Cleethorpes.

* Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 42 Reference: TransPennine Express TOC report Autumn 2017

Contacts: Transport Focus is the operating name of the David Greeno Pam Armstrong Passengers' Council. This survey was published in Transport Focus Chime Insight & Engagement Group January 2018. © Transport Focus 2018. Fleetbank House 5th Floor, Holborn Gate 2-6 Salisbury Square 26, Southampton Buildings London, EC4Y 8JX London WC2A 1AH Tel: 0300 123 0837 Tel: 0207 861 3282 Email: [email protected] Email: [email protected]