Hull Trains was providing some of the best passenger satisfaction on the railways before services were stopped by the coronavirus pandemic.
Results of the latest independent National Rail Passenger Survey, cut short by Covid-19’s outbreak, named the open access operator as a leading light in 海角视频 operations.
The 127-strong team scored a 92 per cent overall satisfaction rate, a carriage-length ahead of the 海角视频 average for long-distance operators, which came in at 84 per cent.
It is a pick-me-up for the team, with many currently furloughed, as it plans a way back to operating the direct London link.
A wholly commercial operation, unlike franchised operations, it has yet to receive any help to subsidise services where capacity would be crippled by social distancing requirements. MPs, council leaders and business organisations have made representations, but with Hull also served by a single daily LNER service, it faces a tough journey towards a 20th anniversary in September.
The national report, compiled by the independent user watchdog Transport Focus, saw Hull Trains score particularly well with the attitude of its staff and the cleanliness of trains.
Louise Cheeseman, managing director, said that once again, the independently-operated train companies had excelled, illustrating the value they bring.
“The outcome of this survey demonstrates the vital role open access operators play in the rail industry,” she said.
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“Sadly, under the current circumstances we haven’t been able to run any services but we are still incredibly proud of these scores which have given the team a real boost whilst we plan a cautious and considered return.”
The report lists Hull Trains as the second-best, long-distance operator in the country, with staff performing at 10 per cent above the average, cleanliness ranked the same and toilet facilities 17 per cent better than the 海角视频 long-distance average. Overall, Hull Trains had maintained its service level from the autumn survey.
Louise said: “These scores are compiled from customer feedback, so it really means a lot that our staff have been commended for their attitude.”
Fieldwork ran from January 27 to a curtailed March 16, while the last service from Hull Trains before Covid-19 saw it stopped, was on March 29.
Franchised services returned with limited timetables on May 18, but Hull Trains has yet to.
“As the 海角视频 eases out of lockdown, we continue to monitor customer demand to assess when it is the right time to return,” Louise said. “This involves a considerable amount of planning and preparation which we are working through.
“A safe and sustainable service is what the people of Hull and the wider region deserve; I look forward to sharing some positive news about a return date as soon as we can.”
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The company, part of First Group, had just received four of the five world-class Hitachi 802 trains as part of a £60 million investment, as it proved early doubters wrong and established a timetable featuring 92 services a week linking East Yorkshire with the capital.
With the nation's businesses having adapted to online meetings it remains to be been what level of demand will return, with a long haul predicted by some serving the transport sector. But international investment is showing no sign of abatement on the Humber, with two major announcements for Saltend Chemicals Park this week, underlining the importance of a regular direct link.