Trainline Annual Report and Accounts Annual Report and Accounts 2020/21 2020/21 Building the world’s number one rail and coach platform Contents Trainline is Strategic Report Chair’s statement 2 At a glance 4 the world’s CEO’s statement 6 Market overview 8 Business model 14 Creating value for our stakeholders 16 leading Our technology 17 Strategy 18 Key performance indicators 26 CFO’s financial highlights 28 independent Principal risks and uncertainties 32 Viability statement 39 Our people and culture 40 rail and Stakeholder engagement & s.172 statement 46 Governance Chair’s governance statement 52 coach travel Our Board of Directors 56 Report of the Nomination Committee 60 Report of the Audit and Risk Committee 62 platform Directors’ remuneration report 66 Directors’ report 79 Statement of Directors’ responsibilities 83 Financial Statements Independent auditor’s report 86 Consolidated income statement 95 Consolidated statement of other comprehensive income 96 Consolidated statement of financial position 97 Consolidated statement of changes in equity 98 Consolidated cash flow statement 99 Notes to the Group Financial Statements 100 Our purpose is to make rail Parent statement of financial position 136 and coach travel easier and Parent statement of changes in equity 137 Notes to the Parent Financial Statements 138 more accessible, thereby Alternative performance measures 140 encouraging people to make more environmentally sustainable travel choices investors.thetrainline.com Visit our investor site for more information on Trainline Trainline Annual Report and Accounts 2020/21 1 Overview Strategic Report We believe that as a Through our customer- generation, we have to make centric, scalable platform, more environmentally friendly we are committed to driving travel choices, and rail in responsible and sustainable particular can be a positive business growth, by: alternative to air and car. Making rail and coach travel easier, championing a much Governance greener way to travel Leveraging scale, data and technology to offer a superior customer experience Statements Financial Offering our carrier partners global distribution at a lower cost to serve Trainline Annual Report and 2 Accounts 2020/21 Chair’s statement We are well-positioned to drive long-term growth and create value for our customers and shareholders Brian McBride Chair The past year has been unprecedented. We have also welcomed Jennifer Looking ahead COVID-19 caused significant disruption Duvalier, as Senior Independent While it continues to be a challenging to the rail and coach industry with Non-executive Director and Andy time for the wider industry, the regional and national lockdowns across Phillipps, as Non-executive Director, structural tailwinds for Trainline endure Europe for most of the year. to the Board during the year. Jennifer and by maintaining our investment in and Andy both have a proven record the Group’s strategic priorities during To mitigate the impact of the disruption in high-growth, global technology FY 2021 we are well-positioned to drive we took quick and decisive steps to businesses and I know their knowledge long-term growth and create value for scale back our cash outflows and and experience will be invaluable to our customers and shareholders. secured financing to provide additional Trainline. liquidity, protecting the business in an With increased awareness of the extended COVID-19 downturn scenario I would also like to thank Clare for her environmental benefits of rail travel, while giving greater flexibility to invest leadership during her time as our CEO growing investment in the industry, in future growth opportunities. and wish her every success for the an acceleration in migration to online future. tickets and even more digitisation and I am grateful that, thanks to our strong liberalisation trends in European rail, culture and commitment to our Financial and strategic performance we have never been more confident in stakeholders, the wellbeing of our The Board is keenly focused on the the huge opportunity ahead for people and supporting our customers Group's financial and strategic Trainline. have been prioritised by Trainline performance. Whilst we took early throughout the year. steps to preserve cash and liquidity, Finally, I would like to convey my thanks including raising £150 million through to all of the Trainline team. The past Board changes an issuance of convertible bonds, we year has been challenging for everyone I am delighted to welcome Jody Ford have also ensured that the future and I am proud of the resilience and into his role as CEO from 1 March 2021. success of the Group has remained dedication shown in continuing to I have been impressed by his clear central to decision-making. prioritise the needs of our customers leadership and his focus on improving through the pandemic whilst remaining our product and the customer We have continued to invest in our focused on delivering our strategic experience since joining the Board. product and technology to deliver our goals. I look forward to continuing to work strategic priorities of enhancing the with Jody to achieve our long-term customer experience, building demand Brian McBride growth plan. and growing Trainline Partner Solutions Chair (formerly T4B). You can read more 6 May 2021 about progress on our strategy during the year and our future priorities on pages 18 and 19. Trainline Annual Report and Accounts 2020/21 3 Highlights 2021 Strategic highlights Strategic Report Maintained investment Enhancing user in strategic priorities experience Driving industry penetration of etickets in the UK to 30% from 21% in the year and launched a host of innovative new Governance products, including in-app railcards in UK and Récup' Retard in France Building demand Grow Trainline Partner Solutions Strong rebound in new app customers in Q2 when 19 clients signed to our Statements Financial lockdowns temporarily global API, 16 of which lifted: UK Consumer are new clients in FY 2021 >80% and International surpassing pre-COVID-19 levels Detail on performance against our strategic objectives can be found on pages 18 and 19. Information on key performance indicators is available on page 26. Trainline Annual Report and 4 Accounts 2020/21 At a glance We are the world’s We partner with more than 270 rail and coach companies leading independent across 45 countries, in Europe rail and coach travel and Asia. Our broad range platform selling rail of carrier partners means and coach tickets to we cover ~80% of rail and ~60% of coach routes millions of travellers in Europe. worldwide, enabling By bringing together major carriers them to seamlessly onto one platform, we provide our customers with a complete set of travel search, book and options and offer unique, AI-driven manage their journeys information to help our customers stay one step ahead. For our carrier all in one place via our partners, Trainline offers access to a huge pool of customers at highly rated website relatively low cost. and mobile app. Within Trainline Partner Solutions, our global API connects our clients with one-stop-shop access to our supply base, across the UK and EU. Trainline Annual Report and Accounts 2020/21 5 Where are we? Strategic Report Countrieswhere Trainline has carrier partnerships Governance 4.9/5 83% 175+ 45 star app rating of our transactions countries where our countries travelled are through our app customers come from in and across by Trainline customers Financial Statements Financial 270+ 30m+ 10 >600 rail and coach companies cumulative currencies and multiple people in our Trainline app downloads payment methods team and more than including Apple Pay, 40 nationalities, Google Pay, PayPal, including 300+ SOFORT and iDEAL travel tech specialists and engineers Trainline Annual Report and 6 Accounts 2020/21 CEO’s statement I'm excited to be leading a tech company with so much growth potential and a clear purpose: to empower people to make greener travel choices. Jody Ford Chief Executive Officer I would like to start by thanking Clare teams in all three offices to remote safer, contactless travel experience for her huge contribution as CEO over working and have worked hard provided by digital tickets in our app. the past seven years and for ensuring throughout the year to support their I believe we will continue to see a a smooth CEO transition. Having now health and wellbeing. market transition to online and digital picked up the baton, I'm excited to be ticketing, which we are well positioned leading a tech company with so much We also focused on our customers who to lead given our unwavering focus on growth potential and a clear purpose to were experiencing unprecedented our strategic priorities. empower people to make greener disruption to their travel plans. We travel choices. launched simple automated processes Strong momentum in our in our app and website to help them strategic priorities At Trainline, we focus on continuous secure refunds and make changes to Having maintained our investment in innovation to make rail and coach travel their journeys as easily as possible. We product and tech through the year, easier for millions of people, which in also launched our Crowd Alerts feature, we made good progress against our turn encourages them to make travel helping those who had to travel to do strategic priorities: choices that are better for the so more safely. environment. Enhancing our customer experience To protect our business from the We continued to optimise our eticket For our customers, we provide a impact COVID-19 has had on trading, experience, helping increase UK simple, consistent, friction-free we took swift steps to conserve cash, industry eticket penetration from 21% experience for booking and managing significantly reducing cash burn to to 30%. This not only benefits Trainline, travel by bringing all carriers together c. £5 million per month and raising with UK Consumer representing c.70% in one app and providing smart, £150 million through an issuance of of industry eticket sales, but also the real-time travel information.