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TransPennine Express satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on TransPennine Express.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 88% 85% 85% 85% 82% 85% 83% 87% 84% 86%
How satisfied were passengers with train punctuality and reliability? 88% 82% 82% 86% 74% 79% 73% 78% 81% 82%
How good was the cleanliness of the inside of the trains? 86% 86% 85% 83% 82% 85% 84% 82% 85% 85%
How satisfied were passengers with the value for money of the price of their ticket? 57% 55% 62% 54% 57% 60% 61% 58% 62% 60%

To access more detailed data on each satisfaction measure, choose a question:

TransPennine Express complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 68 complaint appeals in 2016 about TransPennine Express.

Using this graph you can explore the appeals to TransPennine Express.

Top five reasons for complaint appeals in 2016

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 21 74 78 31 26 40 13 45 24
Train service performance 21 34 48 20 30 22 18 35 16
Quality on train 17 27 29 12 16 13 12 9 14
Fares, retailing and refunds 32 35 49 26 14 14 13 8 11
Penalty fares/unpaid fares notice/prosecution 0 0 0 7 2 6 12 8 1

Complaint appeals relating to:

Complaints handling 45 This is up 246% on the previous year
Train service performance 35 This is up 94% on the previous year
Quality on train 9 This is down 25% on the previous year
Fares, retailing and refunds 8 This is down 38% on the previous year
Penalty fares/unpaid fares notice/prosecution 8 This is down 33% on the previous year