Improvements to services and facilities.
Patronage growth and/or reliability and punctuality.
Customer and employee satisfaction.
Accessibility standards and initiatives.
Sustainability initiatives and investment.
Previous Winners:
2023: Crossrail/Elizabeth Line
2019: TfL Rail
2018: Trenitalia c2c
2017: Great Western Railway
2016: First Hull Trains
MTR Elizabeth line (MTREL)
According to the latest figures from the Office of Rail and Road (ORR), MTR Elizabeth Line (MTREL) recorded 58.5 million passenger journeys between October and December 2023, reflecting a substantial 40% increase compared to the same period in 2022. The on-time punctuality rate for the period between April 2023 and March 2024 was recorded at 80.9%, indicating a 5.1% decrease from the previous year. Additionally, 4.1% of trains were cancelled during this timeframe, a rise of 1.7% compared to the prior period.
MTREL operates the Elizabeth Line, a Transport for London (TfL) concession that connects Paddington to Reading and Heathrow (west) and Liverpool Street with Shenfield (east). Since its opening in May 2022, the Elizabeth Line has transported over 330 million passengers, with five of its stations ranking among the UK’s ten busiest. In the third quarter of 2023/24, it recorded the highest percentage increase in journey volumes among all TfL modes, exceeding 11%, and consistently leads TfL’s customer satisfaction ratings.
The operator has implemented a new approach to operational performance, introducing Weekly Incident Reports to analyse causes of disruptions and cancellations. The Crew Displacement Management Tool (CDMT) provides real-time insights to improve control room operations. MTREL’s customer satisfaction survey scores place it at the top for customer information, despite the increase in journey volumes.
Furthermore, the organisation has been recognised for its Health and Wellbeing programme, achieving the Personnel Today Award. It maintains a 100% conviction rate for physical assaults against staff and has conducted various safety initiatives, including Safety Roadshows. Training provided to frontline staff has reportedly saved over 600 lives to date.
South Western Railway
According to the latest figures from the Office of Rail and Road (ORR), South Western Railway (SWR) facilitated 39.5 million passenger journeys between October and December 2023, reflecting a 15% increase compared to the same period in 2022. For the period spanning April 2023 to March 2024, SWR recorded an on-time punctuality rate of 67.4%, representing a decline of 0.4% from the previous year. Additionally, 3.4% of trains were cancelled during this timeframe, indicating a 0.6% rise.
Operating across 1,300 miles of track and over 200 stations, SWR provides inter-urban, regional, and long-distance services across London, the South West, and the Isle of Wight, serving more than 138 million customers annually. The company engages with local communities through 100 station adopter groups and 12 Community Rail Partnerships, supported by a Customer and Communities Improvement Fund that has financed over 100 projects worth in excess of £7 million since its inception in 2020. For the period of 2023-2024, SWR invested £1.5 million in community-led rail projects, claiming to have generated £700 million in social value.
SWR has also invested £5 million in station improvements, including a £325,000 refurbishment of the Art Deco Richmond station. The company achieved 100% accreditation in the British Transport Police safeguarding scheme and secured £2 million in government funding for accessibility enhancements, providing over 206,000 passenger assists. Additionally, SWR installed 155 publicly accessible defibrillators at staffed stations and launched the All Aboard campaign to address discrimination on the railway. With a focus on environmental sustainability, SWR achieved an 83% recycling rate and has introduced the Pluvo air-purifying totem as part of its carbon emission reduction strategy.
Govia Thameslink Railway
According to the latest figures from the Office of Rail and Road (ORR), the Southern network recorded 71 million passenger journeys from October to December 2023, representing a 13% increase compared to the same period in 2022. The on-time punctuality rate was 68.8% for the period from April 2023 to March 2024, reflecting a 0.4% improvement over the previous year. Furthermore, train cancellations during this period were recorded at 4.4%, marking a decrease of 1.6% from the prior year.
Southern is operated by Govia Thameslink Railway, overseeing one of the busiest rail networks in the country, extending from central London to the south coast. The operation manages 156 stations and utilises a fleet of approximately 300 trains, running seven days a week across 414 miles of track. On average, GTR facilitates 2,284 services on weekdays, 2,076 on Saturdays, and 1,242 on Sundays, equating to nearly 500,000 passenger journeys each day.
GTR has reported industry-leading performance for the period of April 2023 to March 2024, claiming significant achievements in punctuality and reliability. Notably, it recorded an 80% decrease in cancellations for 2024, alongside the best performance in terms of delay minutes. The introduction of new technology aims to enhance safety, with a reported 20% reduction in fatalities attributed to additional staff training and increased staff-led interventions. The company has also received positive recognition for its collaborative efforts in developing a new West Coastway timetable, set to launch in May 2024. Customer service metrics indicate that delay repay claims are processed within two days, and 98% of customer complaints are resolved within 20 days.
Northern
According to the latest figures from the Office of Rail and Road (ORR), Northern recorded 22.5 million passenger journeys between October and December 2023, marking a 14% increase from the same period in 2022. For the timeframe of April 2023 to March 2024, the on-time punctuality rate stood at 58.8%, representing a decline of 1.3% compared to the previous year. Additionally, 5.3% of trains were cancelled during this period, reflecting a 1.1% increase.
As the UK’s second-largest passenger rail operator, Northern operates approximately 2,500 services daily, utilising a fleet of over 360 trains and accommodating over one million passengers annually. The company has introduced a Net Promoter Score system to gauge customer advocacy, incorporating feedback from a panel of more than 9,000 customers to identify key concerns, particularly regarding safety and cleanliness. Community initiatives have led to a 12% improvement in customer satisfaction related to station cleanliness and security, with Northern collaborating with local schools and councils to enhance station environments.
To bolster security, Northern has implemented 600 new CCTV cameras at stations and equipped its fleet with 7,000 high-definition cameras, alongside providing 1,300 body-worn camera kits to staff. A successful trial of classical music at stations has since been expanded. Furthermore, Northern has made significant advancements in digital ticketing, reducing instances of ticketless travel from 10% to 3% by streamlining validation processes. The Northumberland Line project exemplifies Northern's commitment to restoring passenger services, facilitating economic regeneration in areas previously underserved by sustainable transport links since the 1960s.
West Midlands Trains
According to the latest figures from the Office of Rail and Road (ORR), West Midlands Trains (WMT) facilitated 16.7 million passenger journeys between October and December 2023, representing a 20% increase compared to the same period in 2022. For the period from April 2023 to March 2024, WMT recorded an on-time punctuality rate of 62.3%, reflecting a 3.7% improvement from the previous year. Additionally, 4.3% of trains were cancelled during this timeframe, which constitutes a slight increase of 0.05%.
WMT operates as a significant inter-city and regional train operator, carrying over a million passengers weekly under two distinct brand identities: London Northwestern Railway and West Midlands Railway. The company manages 150 stations and runs approximately 1,300 daily services, connecting various destinations across the West Midlands and the West Coast Main Line to London Euston.
As part of a £1 billion investment in new trains and infrastructure, WMT is introducing two new fleets (Classes 196 and 730) designed to enhance passenger experience through features such as intelligent air conditioning and power sockets at every seat. The Class 730 trains commenced service on the flagship Cross City Line in April 2024.
WMT has also launched a new social media team to provide round-the-clock customer service, significantly improving response times to enquiries. Upgrades at stations include the installation of tactile paving, new Help Points, and digital information screens, along with smart LED lighting at 150 stations, achieving annual savings of £1 million. In January 2024, WMT opened the rebuilt University Station in Birmingham, having played a principal role in the £56 million project led by Transport for the West Midlands.
Greater Anglia
According to the latest figures from the Office of Rail and Road (ORR), Greater Anglia (GA) facilitated 19.6 million passenger journeys between October and December 2023, marking an 18% increase compared to the same period in 2022. The on-time punctuality rate reached 86.2% for the period from April 2023 to March 2024, reflecting a 4.5% improvement compared to the previous year. Additionally, train cancellations accounted for 1.6% of services during this timeframe, which is a slight increase of 0.1% from April 2022 to March 2023.
As a subsidiary of Transport UK Group, Greater Anglia is the primary train operator for East Anglia, providing services to and from London Liverpool Street across Essex, Suffolk, Norfolk, Cambridgeshire, and parts of Hertfordshire. All services now feature new trains, which offer increased capacity, enhanced seating comfort, plug and USB points, Wi-Fi, air conditioning, improved accessibility, and additional cycle storage. Customer feedback regarding these new trains remains high, with an approval rating of 89%.
GA has achieved historically high performance levels over the past year, with its best-performing routes recording over 97% punctuality. Core service group results include 94.5% for intercity, 90.0% for Stansted Express, and 94.6% for regional routes. Notable operational improvements include the return of a four trains per hour service for Stansted Express, upgrades at over 15 stations, and a 17% reduction in carbon emissions in the past year. Furthermore, over 67% of GA journeys are now made using Smart tickets, and initiatives promoting diversity and inclusion have been introduced, including special liveries to support the LGBT+ community and Black History Month.
London North Eastern Railway
According to the latest figures from the Office of Rail and Road (ORR), LNER recorded 5.8 million passenger journeys between October and December 2023, representing a 6% increase compared to the same period in 2022. However, the on-time punctuality rate was reported at 56.6% between April 2023 and March 2024, marking a 2.6% decrease from the previous year. During this timeframe, 4.8% of trains were cancelled, a rise of 0.4% compared to the previous period.
LNER serves approximately 24 million customers travelling between the Scottish Highlands and London. The operator has noted a strong recovery from the pandemic, with journeys last year reaching 107.6% of pre-COVID levels. In response to increased demand, LNER introduced additional services and an extra 3,000 seats on trains between Yorkshire and London every Sunday from December 2023, with further enhancements planned for June 2024.
Innovation is a key focus for LNER, highlighted by the introduction of Single Leg Pricing and the trial of Simpler Fares across three pilot routes, offering only three fare types, including a new semi-flex fare. LNER has also implemented sustainability initiatives, such as growing algae to capture carbon and developing an automated solution to reduce deer strikes.
In the Transport Focus Rail User Survey, LNER achieved an overall satisfaction score of 88%. Despite facing infrastructure and industrial disruptions, customer satisfaction with the onboard experience improved across all metrics. LNER actively engages with customers through its website, app, and direct communications. Since 2020/21, LNER’s East Coast Partnership performance fund has facilitated 53 joint performance improvement schemes. Additionally, LNER has been recognised as a top employer for five consecutive years by the Top Employers Institute for its employee wellbeing initiatives. More than £530,000 has been raised for its partner charity, CALM.
KeolisAmey Docklands
According to KAD's own figures, the Docklands Light Railway (DLR) carried 99,735,049 passengers from 1 April 2023 to 28 March 2024, achieving an impressive on-time train reliability rate of 99%. The DLR operates a total of 45 stations across East London and spans 38 km of entirely step-free track. Despite the challenges posed by ageing assets, operational delivery remains strong, with February 2024 witnessing a record five consecutive days of 100% reliability. March 2024 marked the best week of performance in the DLR's history, with 99.95% of trains departing on time, a Journey Times measure scoring 98.99%, and an Excess Waiting Time of just 0.01 minutes (3 seconds).
The Moving Annual Average data for the period from 1 April 2023 to 28 March 2024 indicates a 20-minute delay average of 6.5 minutes, an Excess Waiting Time of 7 seconds, escalator availability at 99.80%, lift availability at 99.37%, and ticket vending machine availability at 99.58%. To accommodate forecasted increases in passenger demand, KAD has signed two new contracts to support its DLR fleet replacement programme, which is set to enhance rolling stock capacity by 20%, thereby facilitating more frequent and reliable journeys in East London.
Additionally, KAD has implemented a new safety approach based on a Restorative Just Culture (RJC). This initiative aims to replace punitive practices with learning reviews, thereby improving communication, increasing staff confidence in raising safety concerns, and reducing the number of disciplinary investigations. KAD reports that this shift has positively impacted safety performance, operational efficiency, and staff engagement.
