Below are just a few examples of how your feedback has helped us improve.
If you have any comments or feedback you would like to share, we want to hear from you. Complete our Post Travel Survey form to help us improve our services or come along to one of our Whistle Stop Tours to talk to one of our Managers. You can also have your say by joining our Customer Panel,
We ask passengers to rate different measures of their experience in our Post Travel Survey out of 10, which is then translated to a %.
82.93%
Provision of information on board
We are using a new system in our information planning team, allowing customers to have earlier access to correct and timely information.
82.33%
Provision of information at station
QR codes have been developed and introduced at Birmingham Snow Hill to connect passengers to other city centre stations via a walking route.
56.33%
On train staff visibility
Senior Conductors have undertaken enhanced training to ensure a higher visibility on board services.
67.30%
Station staff visibility
The importance of being visible for our Customers is being driven through continued training.
33.36%
Awareness of delay repay process
We are introducing a new, simpler, delay repay process for customers using split tickets.
%
Safety and Security
We have introduced a team of Rail Security Officers to work alongside our Revenue Protection Staff to deter anti-social behaviour.
80.71%
Journey planning
Drawing on customer feedback and previous experience, we have taken steps to improve provision of information for our customers, especially during times of disruption.
Angel Trains Passenger Research Study
In March and April 2025, LNWMR partnered with an independent research group to conduct accompanied journeys with volunteers from our Customer Panel. These journeys provided valuable ‘in-the-moment’ feedback from passengers during their everyday travel, offering a clearer understanding of what matters most to them and the challenges they encounter.
The journeys took place onboard Angel Trains Class 172 and 350 units, with the goal of placing real-world customer experience at the forefront of future train development. By exploring the customer journey in depth, we aim not only to capture current thinking but also to uncover subtle, often overlooked elements where small changes can have a significant impact. These insights help ensure that the customer remains at the heart of what we do
We have reviewed the feedback gathered across all of the journeys undertaken and are pleased to share our improvement actions we have implemented to enhance the customer experience.
Delay Repay
We have taken note of customer feedback regarding the current Delay Repay process and have now introduced the ability to submit claims for split tickets. For further information and to claim delay repay please see our website here.
Delay repay announcements are now also played in the event of a delayed service, to ensure customers are aware of their ability to claim compensation should their service be delayed by 15 minutes or more. Announcements are now also shown on the digital screens at stations.
We have now also introduced One-Click Delay Repay to make it easier for our customers to claim compensation. Customers are eligible for One-Click Delay Repay if the ticket is an Advance Single and bought directly through an LNR or WMR account, either on the app or website. Tickets purchased elsewhere will not qualify. Further information can be found from the Delay Repay webpage.
Accessibility Notebooks
Acting on changes in customer expectations, particularly those of the older generation who have expressed a dislike of digital ways of working most businesses have moved towards, the Accessibility team have created paper Journey Planner notepads for station ticket offices. These are currently being trialled at Northampton, Milton Keynes Central, University and Sutton Coldfield Stations.
Many of our customers prefer to have onwards journey information's, important contacts, connecting times, platform numbers, etc, to be written down for them on paper, when there is less of a reliance to store this information on electronic devices. The back of each page contains further useful information on how to book passenger assistance via telephone, how to contact our Customer Relations team, a URL address to our Accessible Travel Policy, QR codes for downloading the Passenger Assistance app and the Assisted Travel Survey.
We hope to introduce these notepads to more staffed stations after receiving feedback from staff at the trial stations.
Electric Vehicle Charging
Sustainability is one of the top considerations for our Customers when travelling by Rail and we want to make our customer journeys even more sustainable by continually improving the sustainability of our day-to-day operations, we are therefore supporting travel to and from the stations by investing in Electric Vehicle (EV) charging points at 9 of our Stations (Berkhamsted, Bletchley, Kidderminster, Leighton Buzzard, Litchfield Trent Valley, Tamworth, Telford, Tring and Wolverhampton). As well as customers, the charging points are also available to members of the public, contributing to the sustainability and decarbonisation of the wider communities.
On board passenger information
We've received customer feedback regarding issues with the onboard media screens, including missing characters incorrect or truncated text, and dynamic route information not displaying correctly. These issues have now been resolved.
We've also had requests to change the wording from 'coaches' to 'carriages' on our Class 730 trains. This feedback has been noted, and we'll explore making this adjustment.
Customer feedback continues to pay a vital role in helping us address specific issues, such as reports about problems on particular trains or at stations, so please keep sending these in. We also regularly review broader feedback themes during our Customer Communication Review meetings. These sessions help us shape current plans and take action on emerging concerns.
Safety and security
Personal security on trains and at stations has been highlighted as one of the biggest priorities for our passengers so we have held various joint safety events across the Network in collaboration with British Transport Police.
Our Revenue Protection and Security Team have also been working collaboratively with other operators including Chiltern, Transport for Wales, and Avanti, carrying out revenue blocks across the network.
Blocks have led to many successes for the taxpayer, improved our Value for Money and Staff Visibility customer satisfaction scores and reduced short ticket journeys.
Safety and security - Lighting
We have delivered over 14,500 luminaries across stations and depots, and these additional luminaires will be installed on footbridges and to replace obsolete luminaires. These new luminaires are Thorlux Smart Lighting systems, incorporating integral emergency lighting where required. Installation works have already commenced at four stations. More stations are scheduled to begin installations in the coming weeks as it is currently under procurement stage. Once completed, the upgrades will enhance safety, reduce energy consumption, and improve the overall passenger experience across the network.
Workwear and PPE Recycling Trial
After a successful trial of our new staff uniform recycling scheme, we're proud to be continuing with the programme, providing secure destruction of old uniform and helping to reduce our waste and increase recycling rates.
We have set-up recycling bins for the collection and recycling of uniform that cannot go for reuse. The recycled uniform will be turned into insulation, industrial cloth, or new materials, giving it a new life and helping us stay on track to reach our zero waste goals.
Click here to see where the old uniform goes.
Customer Information Screen Messaging
Following on from customer feedback, we are now adding 'full and standing' messaging to our customer information screens. This change provides passengers with timely updates about their service and the option to choose alternative travel options in advance. We hope that this demonstrates our commitment to listening to both our colleagues and customers ensuring customers receive timely information where possible.
Rail Replacement Buses
We value customer feedback and recently received suggestions to enhance our Rail Replacement service. To make it easier to find the correct boarding point, we’ve introduced new signage across our stations and on our replacement buses, helping customers feel confident they’re in the right place.
CCTV Innovations
The investment in our CCTV systems is allowing us to introduce some innovative ways of improving safety and performance. We are now able to monitor and deter people trespassing on the railway. At Cannock station, it has had a history of issues where customers have been seen crossing the track to avoid the long walk from one side to the other. We have installed a system using advanced cameras that can identify a person walking down the platform end ramps. When that person is detected, a speaker provides an announcement warning them they are trespassing and they need to return to the safety of the platform.
We are also working on a solution where crowding on platforms will be identified by the cameras and then a message will be sent to the PA, providing advice on where customers should move to on the platform.
