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Customer satisfaction

We couldn’t operate successfully without satisfied customers. We’ve maintained some of the highest levels of customer satisfaction in the industry over the last 12 months, with 90% of passengers either ‘very or fairly satisfied’ with their travel, according to independent national watchdog Passenger Focus.

They survey more than 1500 of our passengers every year, to get their views on how well we do. A whole range of aspects of our service are measured based on people’s views of a journey they have just made with us. We will keep learning from these surveys and other customer feedback so that we can keep improving the satisfaction of our customers.

One Planet