Chiltern Railways named best operator for journeys between Birmingham and London

Passengers have once again rated Chiltern Railways the top operator for journeys to the West Midlands and Oxford from London in the National Rail Passenger Survey (NRPS) customer polls. 92% of customers in the West Midlands rated Chiltern Railways as satisfactory or good. 

In NRPS’ survey of Chiltern’s passengers, 90% of people said overall the Chiltern Railways service was good or satisfactory across the whole route, higher than the national average of 82%.  Chiltern Railways were the second highest rated franchised train operator with passengers rating them highly for their stations, the attitudes and helpfulness of staff, shelter facilities and bike parking. Customers ranked Chiltern the best for punctuality and reliability for journeys to Oxford and the West Midlands, with 86% rating the operator satisfactory or good.  

The train operator ran a large number of ‘meet the manager’ sessions across the route during the last year to ensure customers could give their feedback, as well as undertaking several refurbishment projects to modernise stations. 

 Chiltern Railways Interim Managing Director, Mary Hewitt, said:     

“We are very proud that Chiltern Railways has again been rated the top operator for journeys between London and Oxford and the West Midlands.  

In 2019 we invested heavily in our stations, with £1.3 million being spent modernising several stations including Solihull, Leamington Spa and Warwick Parkway. We have also opened hundreds of new bike racks at our stations.

At Chiltern Railways, we’re always looking at ways to enhance the service we give to our customers and are committed to bettering our passengers’ experience. With the hard work and dedication of our team, we will work throughout the year to ensure we continue to improve."