Sunderland to London rail operator Grand Central gets top marks in survey

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GRAND Central Railway had been hailed as Britain’s highest-rated long distance train operator for customer satisfaction.

Figures released by Passenger Focus reveal 95 per cent of passengers who travelled on its services were satisfied, or very satisfied, in the autumn 2013 National Rail Passenger Survey,

The results are a two per cent increase from the 93 per cent score received in spring.

Passengers cited fast journey times, the friendly attitude and helpfulness of Grand Central’s highly-trained on-board staff, free access to wifi and the extra legroom available as standard on trains among the reasons for high levels of satisfaction.

The company’s routes include trains which run to and from Kings Cross in London from Sunderland.

Richard McClean, managing director of the firm, which is part of Arriva, said: “Our committed staff and volunteer station ambassadors work hard to deliver excellent customer service and we’re very proud that our customers are pleased. We always aim to improve the Grand Central experience for passengers and we know there are specific areas where we can do better.”

Grand Central was compared positively to other long distance train operators in terms of overall satisfaction.