Company Factsheet 2012

SunderlandBradfordInterchange

For Teesside

Doncaster

London

Hartlepool

Eaglescliffe

Northallerton

Thirsk

York

Halifax

BrighouseFor Huddersfield

Mirfield

WakefieldKirkgate

PontefractMonkhill Grand Central Railway Company Limited,

River House, 17 Museum Street, York, YO1 7DJ

Richard McClean, Managing Director

t: 01904 633307w: www.grandcentralrail.comf: www.facebook.com/grandcentralrail

Registered Offi ce: 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XPRegistered in England No. 03979826

Employees: 120

Operates 14 services per day

In excess of 1 millionpassenger journeys per year

Serves 14 stations

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Open AccessGrand Central is an open-access passenger train operator which means we are not part of a franchise. We do not receive subsidy from, or pay any premium to the Department for Transport.

Grand Central’s fi rst route was launched in December 2007 and linked London with York, Thirsk, Northallerton, Eaglescliffe, Hartlepool and Sunderland. In May 2010, a new service calling at Bradford, Halifax, Brighouse, Wakefi eld, Pontefract and Doncaster linked South and West Yorkshire with London. On 11 December 2011 Mirfi eld Station was added as an additional callingpoint on this route.

On 4 November 2011 Grand Central Railway became part of the Arriva Group.

How and why Grand Central is different • Grand Central reaches the parts of the country other

services don’t – directly linking large cities in Yorkshire and the North East with London, often for the fi rst time in years.

• We aim to provide the best possible customer service, recreating the best of the railway tradition of quality and attention to detail. Our staff really do care about the comfort of our passengers and go the extra mile to give excellent customer service.

• We source our food and drink from local, independent suppliers where possible and we are passionate about being involved with the communities we serve.

• Our trains are fi tted with high speed Wi-Fi internet access which is free for all passengers.

Passenger SatisfactionIn January 2012, we were delighted to receive 95% satisfaction in the National Passenger Survey. Over50,000 passengers from across the UK had their say on rail travel and we are delighted to come out with an overall satisfaction level of 95% - the top of the league compared to other train operating companies.

As well as rating Grand Central the top performing operator, the Passenger Focus survey showed that passengers appreciate the design of Grand Central’s trains, with 93% giving a positive rating to the comfort of the seating area, 92% satisfi ed with personal security aboard Grand Central services and 92% satisfi ed with the length of time journeys were scheduled to take.

Grand Central recorded the highest level of passenger satisfaction for mobile reception (77%) and the second highest level for data coverage (64%), confi rming that many passengers on Grand Central services take the opportunity to use the free Wi-Fi to use their travel time to work productively.

Station ImprovementsGrand Central is committed to helping to improve the stations we call at in order to enhance the experience for our customers. We are involved in an extensive station investment programme with a number of partners.

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