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EAST MIDLANDS TRAINS NAMED AS PASSENGER OPERATOR OF THE YEAR AT TOP INDUSTRY AWARDS
East Midlands Trains has beaten off stiff competition from railway companies across the country to win the prestigious award for Passenger Operator of the Year at a national awards ceremony.
As the most sought after award at the National Rail Awards, which were held last night (Thursday 18 September), the Passenger Operator of the Year award recognises the transformation made by East Midlands Trains over the past year, setting new standards for the industry.
In 2013, East Midlands Trains managed one of the biggest planned station closures the UK’s rail network has ever seen – all the time putting passengers first and delivering innovative solutions such as the industry first 15% discount for passengers during the Nottingham re-signalling works.
During the same year, the rail operator helped Network Rail to deliver the biggest transformation of the Midland Main Line route in many years, at a fraction of the cost of other major route upgrades.
The customer offer has been transformed – free station WiFi, a 24 hour customer contact centre and free breakfast in First Class are amongst the highlights for customers, who are also benefitting from a fully refurbished fleet of trains and a £10 million refurbishment programme to deliver improved station facilities.
David Horne, Managing Director of East Midlands Trains, said: “This is an incredible achievement for East Midlands Trains and I am so proud of our 2,020 staff who work so hard to deliver a great service for our customers and at the same time have helped to deliver some major improvements to our railway. It was great to have some of our front-line customer service, engineering and operational staff at the awards ceremony to share this moment of celebration.
“First and foremost, this award really is testament to our people and their hard work, professionalism and commitment. It is also a tribute to our colleagues at Network Rail, Bombardier and others who work alongside us to deliver a safe and reliable railway for our 66,000 customers every day.
“We would also like to thank our customers who have played such a huge role in our success and have given some great feedback on our services to help us improve for the future. We remain committed to doing even more to ensure we continue to set a high standard for train travel and delivering great service we can all be proud of.”
East Midlands Trains was also highly commended in the Putting Passengers First category for its customer focused approach to the Nottingham re-signalling works during the summer of 2013, which independent watchdog Passenger Focus declared has set a new benchmark for major works of this nature.
Melton Mowbray and Loughborough also received highly commended awards in the competition for best Station of the Year.
The National Rail Awards celebrate excellence and achievement and are seen as one of the most prestigious awards in the rail industry. The award winners are decided by an independent panel.