TransPennine Express Customer Report Autumn 2018 Customer message We are now into the third year of the our customers the opportunity to watch TransPennine Express franchise, and more than 150 TV shows and fi lms on this year has certainly been the most their journey. challenging so far. We also want to enhance our station Since the May timetable changes, we environment and that is why we have set know that many of our customers have aside £2.8 million for the next four years had to contend with disrupted journeys. to support schemes across our network We want to let you know that we are and the communities that we serve. working alongside the rest of the rail You can already see the fruits of our industry to fi x the current issues as we labour as since the start of the franchise, aim to deliver the best possible service we’ve invested over £250,000 to for our customers. provide over 500 new secure cycle You will see some positive changes parking spaces at stations across our with the introduction of the December network, instantly recognisable by our timetable, which is largely a rollover ‘Bike Shed’ branding, and we have plans of our existing timetable, so we can to add more spaces with schemes in continue our focus on increasing the development for Hull and Stalybridge. resilience of services. We are working incredibly hard to We remain committed to our plan to deliver the train service that customers deliver £500million worth of investment in the North desire. To ensure that we over the next two years. Our three brand get this right we would love to work with new fl eets of state-of-the art trains will you at our regular customer forums and all come into service across our network would love to hear your thoughts. On within the next 12 months, enabling the back of this report you will be able greater connectivity across the North, to fi nd the diff erent ways you can get in providing 13 million more seats a year touch with us. for customers, while also delivering an I look forward to hearing from you. on-board customer experience to be proud of. Leo Goodwin Speaking of our customer experience, Managing Director we have continued to roll out our on-board entertainment service to TransPennine Express customers across our network, allowing 2018 It’s been a very busy year, and here are just some of the highlights: Our Nova 1 fleet arrived in the UK ahead of coming into customer service in 2019. We’ve launched our Transform Grant Scheme, giving £50,000 to community and environmental projects across the North. We rolled out our Exstream entertainment We showcased local creative talent service across all routes, giving customers with our very own bee in Manchester free wi-fi and access to more than 150 shows City Council’s ‘Bee in the City’ event. and films. We welcomed new graduates to begin their careers in the transport industry We launched our Customer and Community Improvement Fund providing £2.8million of funding to further improve the travelling experience for customers. We are continuing to improve our catering service as we introduce WHERE ARE a new First Class off ering, including WE UP TO? improved fi lter coff ee. We have 2019 - 2020 installed chillers 2016 on our Class 185 Improved catering provisions throughout 2016 2020 trains to go 2016 and beyond alongside our Trains to Dundee, Perth, Aberdeen and hot water urns, Inverness Trains to Dundee, EARLY 2017 Perth, Edinburgh Aberdeen and Haymarket Inverness Dunbar Glasgow Queen Street Glasgow Central so we can serve Refurbishment started Motherwell Berwick-upon-Tweed on existing trains to Carstairs 2017-2019 hot drinks hot, Kilmarnock ‘like new’ standard Ayr and cold drinks Trains to Stranraer cold! Lockerbie Dumfries Hexham Stranraer Carlisle 2019 2017 Penrith Workington North Lakes Hopefully Free Wi-Fi at all 2017 Whitehaven 19 TPE stations Windermere you’ve now seen Oxenholme Lake District our fantastic Major investment Grange-over-Sands Barrow-in-Furness Morecambe Heysham Port Lancaster refurbished trains in mobile and Skipton Clitheroe Colne smart ticketing Blackpool Burnley North Blackpool South on your travels. Preston Blackburn Chorley Southport Rochdale Ormskirk Wigan Wigan Bolton North Wallgate Manchester The project saw Kirkby Victoria Western Newton St Helens -le- Central St Helens Willows Manchester Liverpool Junction Oxford Lime Street Irlam Road Piccadilly Birchwood Stockport Widnes Warrington Warrington Bank Quay Liverpool Central £32 million of Runcorn Manchester South Parkway Airport Key: Trains to Trains to Stoke-on-Trent, Rail services operated by TransPennine Express Trains to Crewe, Trains to Llandudno Crewe, Birmingham New Street Birmingham New Street Rail services operated by other train companies Birmingham New Street and London Euston and London Euston and Holyhead and London Euston investment and Airport Chester we’re pretty pleased with JUL 2018 the results! 2018 We now have free, fast Wi-Fi at all Fleet LATE 2017 LATE 2017 Timetable 19 of our stations. Mobile tickets Ordsall Chord Viaduct, helping Customer Experience on all TPE routes by connecting Manchester Piccadilly, Improvements Manchester Victoria and Manchester We have Network Rail Projects Oxford Road successfully begun rolling out barcode ticketing on most The Ordsall Chord construction of our routes and all our was completed ahead of schedule advance tickets are barcode- on Thursday 9 November. enabled. From early 2019, Our Manchester Airport – some of our season ticket Middlesbrough and Newcastle holders will have the option services now use the line, connecting of a smartcard. Manchester’s three main stations. All our Nova fl eets are on test and you WHERE ARE can expect to see them WE UP TO? all in service 2019 - 2020 as they are rolled out in 2016 Brand new state-of-the-art carriages and trains the next 2016 2020 12 months. EARLY 2017 2017-2019 In December 2018, we decided to Liverpool-Newcastle service Alnmouth extended to Edinburgh make changes to Morpeth our timetable, Newcastle Operate a direct Liverpool- which saw the Sunderland Chester-le-Street Glasgow service Durham 2019 Manchester-Leeds Hartlepool 2017 Bishop Auckland Stockton Middlesbrough semi-fast service Thornaby Whitby Manchester Airport-York 2017 Darlington Yarm Grosmont service extended to Newcastle split at Huddersfi eld. Northallerton Scarborough Seamer Thirsk This was done to Malton Bridlington A standardised timetable, Harrogate improve service York Ilkley meaning a ‘weekday’ service Beverley Bradford Forster Square Leeds Cross Gates Bradford Selby Interchange Garforth Howden reliability on the Hull South Milford Gilberdyke Brough Castleford Halifax Dewsbury Wakefield seven days a week Goole Kirkgate Wakefield Barton-on-Humber Huddersfield Westgate Habrough Crowle Barnetby Thorne South Stalybridge Althorpe Grimsby Town North route. Hatfield & Stainforth Scunthorpe Kirk Sandall Barnsley Cleethorpes Doncaster Mexborough Manchester Conisbrough Piccadilly Rotherham Stockport Meadowhall Dore & Totley Chinley Stoke-on-Trent, Birmingham New Street Trains to Lincoln and London Euston Peterborough Trains to and London Kings Cross Derby, Nottingham and London St. Pancras JUL 2018 2018 On board entertainment system on all trains LATE 2017 LATE 2017 Ordsall Chord Viaduct, helping by connecting Manchester Piccadilly, Manchester Victoria and Manchester Oxford Road Our free on-board entertainment system and WiFi has been rolled out across our entire network, with customers on our South route being treated to a cinematic launch. Improving your journey This summer we rolled out our free, on board entertainment service across all routes, following the success of the service on the Anglo-Scottish route. The service, called Exstream, gives our customers the opportunity to watch TV shows and blockbuster fi lms, including documentaries from David Attenborough, hit TV series like The Wire and The Sopranos, fi lms such as La La Land and Deadpool and reality shows such as Keeping Up with the Kardashians. Exstream also allows our customers access to the latest news, plus popular magazines including Top Gear and Cosmopolitan. While children can be entertained with shows like Thomas and Friends and The Powerpuff Girls. We have also launched the updated TransPennine Express app, which features a new and improved journey planner and allows customers to buy tickets online with no booking fee. The online app also allows our customers to collect Nectar points as a result of their booking. Customers can download the app at home via the app store allowing them to seamlessly connect to Wi-Fi when joining us on their next journey. Improving our stations We have continued to improve our stations, and earlier this year completed the installation of new secure cycle facilities at fi ve of our stations. Since the start of the franchise, we’ve invested over £250,000 in cycle facilities, providing over 500 new secure cycle parking spaces to help encourage customers to cycle to the station and park their bike rather than drive, reducing local road congestion and helping the environment. You can now see our instantly recognisable ‘Bike Shed’ branding at all our stations, including Selby railway station which has seen the largest uplift in cycle parking spaces where we have installed an additional 144 cycle spaces. There’s also a new Bike Shed at Northallerton where a 72-space shelter off ers cycle parking in a secure area covered by CCTV and Malton has had the same treatment, with a new 48-space shelter, providing 25% increase in spaces at the station. We will continue to roll out our Bike Sheds, which were supplied by Falco, across our stations in the future too, as we have plans to add even more spaces with schemes in development for Hull and Stalybridge. Upgrading our railway The Great North Rail Project – Liverpool Lime Street The transformation of Liverpool Lime Street was completed in October with the full reopening of all the station’s platforms.