News from East Midlands Trains


Customer Information and Service Excellence Award Win for East Midlands Trains

  • Customer focused approach to Nottingham re-signalling scheme praised by judges at Rail Business Awards
  • Train operator also short-listed in UK Customer Satisfaction Awards this week

East Midlands Trains picked up one of the top awards at the 2013 Rail Business Awards last night (27 February 2014) for its comprehensive approach to customer service and information during the Nottingham re-signalling scheme.

The judges praised East Midlands Trains for its great customer service during one of the longest ever station closures, which took place from 20 July to 25 August 2013.  A far-reaching customer information campaign in advance of the scheme resulted in 89% of passengers being aware of the works and 92% being satisfied with their journey.

East Midlands Trains' efforts to go the extra mile for its passengers during the works saw a 15% discount offered on tickets, a first for the rail industry.  East Midlands Trains also provided free cupcakes, macaroons, live entertainment and mascot ‘Shirley’ helped to keep passengers entertained at the station.

Gary Griffiths, Programme Manager for East Midlands Trains said: “The Nottingham re-signalling project was a monumental effort that has involved numerous government agencies and local authorities, Network Rail and East Midlands Trains over years of planning and 37 days of execution. It involved a huge amount of work in the background and the detailed planning of this complex 37 day operation really paid off. This was clearly reflected in the smiling faces of the East Midlands Trains frontline staff and volunteers who brought this project to life to make sure our passengers were informed and kept moving come rain or shine.”

David Horne, Managing Director for East Midlands Trains, added: “This project was a tremendous challenge for everyone across our business.  We had some great feedback from our customers at the time, and I’m delighted that our work has been externally recognised with this award.  This is a credit to the Nottingham station team and everyone else involved in delivering a successful project through a strong level of commitment, professionalism and customer service.”

East Midlands Trains was also shortlisted in the UK Customer Satisfaction Awards run by the Institute of Customer Service awards this week, becoming the first ever train operator to be recognised in the Customer Commitment Award category.

For more information about East Midlands Trains, visit or for more information about the Rail Business Awards visit