The Whistle Stop Tour

Customers had the chance to send in queries and questions to our Management Team via our social media pages

Managers from various departments responded to a wide range of questions and queries, covering everything from performance to timetabling! Our virtual 'Meet the Manager' sessions offer a fantastic opportunity to raise any concerns or questions, especially if you can't attend our in-person whistle stop tours.

Management were on board services along the Bletchley - Bedford route answering customer queries at our most recent Whistle Stop Tour. Some of the most frequently asked questions were:

• Why is there little information during disruption? - We are currently reviewing our customer information during disruption and have recently recruited additional staff into our Rugby Control team with the aim of improving within this area.
• What is being done to improve reliability? - We are always looking to improve reliability both in terms of staffing and unit availability, with significant investment in both including a major upgrade to depot facilities at Bletchley.
• When will LNR have a full complement of staff? - We are currently at full complement after an extensive recruitment drive to fill our vacancy gap.
• Can the announcements be made more audible on the 150's? - We have passed this feedback onto our fleet team for them to identify any areas for improvement.
• Can you be penalty fared on the Marston Vale Line as not all of the TVM's take cash? Whilst we appreciate not all of the TVM's on the line take cash, all effort should be made to purchase a ticket before boarding, such as from our App/website or making yourself known to the Senior Conductor to buy a ticket. If you do not hold a valid ticket when travelling then you may be subject to a penalty fare notice. More information on our penalty fares policy can be found here.
• Rail replacement information - The rail replacement buses are timetabled to run according to the train service where possible. Further information on our rail replacement locations and services can be found here.

Thank you to those who engaged in this Whistle Stop Tour, please do keep checking this page for details of the next one!

Customers were able to get in contact via our social media pages using the hashtag #tweetthemanager.

Managers from various departments responded to a wide range of questions and queries, covering everything from e-scooters to timetabling! Our virtual 'Meet the Manager' sessions offer a fantastic opportunity to raise any concerns or questions, especially if you can't attend our in-person whistle stop tours.

Please do keep checking this page for details of the next one!

We held our first virtual 'Tweet The Manager' Whistle Stop Tour on Friday 20th December. Thank you to everyone who took part and submitted your questions and feedback.

• Passengers mentioned the issues at Euston with regards to boarding. Network Rail have a five point plan in place to improve the customer experience at the station. As a resident operator, we work closely with them and regularly share key customer feedback themes. Further details can be found here.
• A 10 minute service from London Euston to Tring/Milton Keynes/Northampton was suggested however we seek to provide a service that is aligned with demand and optimise the resources we have. We also have to balance aspirations at Tring/MK/Northampton with those for longer distance passenger services, noting the limited availability of paths in and out of Euston, so there are no upcoming planned changes to the timetable structure on the West Coast Mainline.
• Berkhamsted to Euston services were discussed, pre-COVID the timetable focused on max capacity on the West Coast Mainline to deal with ever-growing commuter demand. In Dec 22 the timetable was restructured with more focus on providing more reliable service in light of there being fewer commuters than previously There are no planned changes to the timetable structure at the moment as customer feedback generally suggests that people prefer the improved reliability vs the more ambitious timetable which offered direct journeys on paper, but led to more cancellations in practice.
• For any Wi-Fi related issues on board, please contact [email protected] or call 0208 028 0385.

We will be holding more online events in 2025 so please do look out for dates.

Some feedback from passengers on our recent Whistle Stop Tour;

• Passengers were enquiring as to our new 730 train fleet - more information can be found here.
• Some passengers have expressed their frustration over platform announcements at Euston. Improvements are being made and a new boarding process is now being trialled, further information can be found here.
• There was a lack of clarity about ticket acceptance during disruption – we do our best to communicate out to our passengers that there is ticket acceptance via our frontline staff. If in doubt please do speak to a member of station staff or the on board train crew before boarding.

All of the valuable comments and feedback from the Whistle Stop Tour have been fed back to our relevant teams for them to take on board!

We appreciate any feedback and love to hear from you so please do come along to our Whistle Stop Tour events to have your say.