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First 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 First TransPennine Express.

The top four measures of satisfaction

2012 2013 2014 2015 2016
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? 88% 88% 85% 85% 85% 82% 85% 83% 87% 84%
How satisfied were passengers with train punctuality and reliability? 88% 88% 82% 82% 86% 74% 79% 73% 78% 81%
How good was the cleanliness of the inside of the trains? 86% 86% 86% 85% 83% 82% 85% 84% 82% 85%
How satisfied were passengers with the value for money of the price of their ticket? 56% 57% 55% 62% 54% 57% 60% 61% 58% 62%

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

First TransPennine Express complaints data

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

Transport Focus handled 47 complaint appeals in 2015 about First TransPennine Express.

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

Top five reasons for complaint appeals in 2015

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
Train service performance 21 34 48 20 30 22 18 19
Complaints handling 21 74 78 31 26 40 13 16
Fares, retailing and refunds 32 35 49 26 14 14 13 3
Penalty fares/unpaid fares notice/prosecution 0 0 0 7 2 6 12 5
Quality on train 17 27 29 12 16 13 12 4

Complaint appeals relating to:

Train service performance 18 This is down 18% on the previous year
Complaints handling 13 This is down 68% on the previous year
Fares, retailing and refunds 13 This is down 7% on the previous year
Penalty fares/unpaid fares notice/prosecution 12 This is up 100% on the previous year
Quality on train 12 This is down 8% on the previous year