Customer service puts operators on track

A transport group has been recognised for delivering “exceptional” customer service across its open access rail operations.

Train operators Lumo and Hull Trains, both part of FirstGroup, have been awarded ServiceMark Accreditation from the Institute of Customer Service. 

The national benchmark celebrates businesses that deliver consistently high levels of customer satisfaction while striving for continuous improvement.

The award puts Newcastle-headquartered Lumo, which runs between Edinburgh and London via Morpeth, Newcastle and Stevenage, and Hull Trains, which connects the East Coast Mainline from Beverley to London, among the UK’s top-rated open access operators. 

Unlike franchised services, open access rail providers operate independently of Government contracts or subsidies and are designed to widen choice and serve underserved regions.

Stuart Jones, managing director of First Rail Open Access, said: “This accreditation is fantastic recognition for the hard work that our teams put in every single day for our valued customers, who are at the heart of our businesses.

“We have a proven track record of delivering outstanding customer service across both our Lumo and Hull Trains operations. 

“Gaining the prestigious ServiceMark accreditation demonstrates our commitment to always striving to improve even further.”

Lumo was praised for its leadership-led commitment to service quality, particularly around its focus on sustainable, affordable travel that has helped shift customers from air to rail between Edinburgh and London.

Hull Trains, which has operated for nearly 25 years, was highlighted for its dedication to safety, accessibility and user-friendly processes. 

Assessors described the operator as one that listens to its customers and evolves alongside them.

Jo Causon, chief executive of The Institute of Customer Service, added: “I want to extend congratulations to the teams at Lumo and Hull Trains for both achieving ServiceMark accreditation. 

“Through this accreditation, both operators have demonstrated a clear focus on providing a strong service offering, as well as a commitment to continuous improvement – something they will work with our team on through membership.”

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