News from East Midlands Trains


Nottingham rail customers to enjoy prizes and giveaways to celebrate National Customer Service Week

  • East Midlands Trains celebrating National Customer Service Week between 5 and 9 October
  • Includes prizes and giveaways on trains and in stations
  • Customers invited to nominate East Midlands Trains staff for Great Service Awards and be entered into a prize draw
  • Return of Shirley – the popular Nottingham mascot
  • Chance to find out more about the £13million package of benefits for customers

East Midlands Trains, Britain’s most punctual long distance train operator, will be celebrating National Customer Service Week at Nottingham station and right across the network with special activities, information sessions and plenty of prize giveaways and special treats

Customers will also have the opportunity to find out more about the £13million package of benefits which will provide a wide range of improvements right across the network.

In addition, customers are asked to nominate any member of East Midlands Trains staff who has delivered great customer service. In return, all those who enter will be included in a prize draw to win a pair of First Class tickets to London with an overnight hotel stay.

Neil Micklethwaite, Customer Experience and Commercial Director for East Midlands Trains, said: “Our customers are at the heart of everything we do; from the £13million investment in customer improvements announced earlier this month, to the 89% passenger satisfaction score we received in the latest independent survey by Transport Focus.

“National Customer Service Week is our chance to celebrate these successes, learn how we can continue to improve and say a massive thank you to our customers.

“There will be special prizes, giveaways and money can’t buy experiences at Nottingham station as well as on our trains and at other stations right across our network. We are really looking forward to celebrating with our customers and anyone travelling with us should keep their eyes peeled for great news and fantastic opportunities to enjoy something a little different!”

There is a packed diary of activities planned for customers using Nottingham station during Customer Service Week, including:

  • EMT Treats on offer, including special prizes and treats for customers including free upgrades and refreshments
  • Table tennis competition throughout the week
  • Twitter photo competition with great prizes, including a train cab ride
  • Extra management staff on hand to answer questions and provide advice and guidance
  • Virgin Active Nottingham in station throughout the week running competitions
  • Range of local partners and businesses will also be on hand to answer questions and meet potential new customers

Wednesday 7 October will also see the return of Shirley – the popular mascot who was used during the £150million Nottingham resignalling in 2013. Shirley will be pitching in to help out at the station as well as posing for pictures with customers.

In addition, staff based on train and in the East Midlands Control Centre will be getting involved:

On train teams will be offering:

  • Free East Midlands Trains travel wallets
  • Special ‘Golden Ticket’ raffles to provide special treats for customers

Staff at the Control Centre will be getting involved by:

  • A Twitter competition for customers to describe their journey in five words
  • Special sneak peek of the East Midlands Trains Control Centre via ‘Periscope’

Ahead of the start of Customer Service Week, East Midlands Trains staff will be celebrating World Smile Day on Friday 2nd October. Staff right across the network will be handing out ‘Smiley Face’ masks to customers as well as leaving special notes at stations and on trains. It’s hoped the day will help to put a smile on customer’s faces before the start of the weekend.

National Customer Service Week was created by The Institute of Customer Service and is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.

To keep right up to date with everything going on across East Midlands Trains, visit or follow @EMTrains on Twitter and look out for #GreatService