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Renowned open access operator Hull Trains has again been named the country’s top-performing rail company for customer satisfaction in the latest industry customer survey results.
The Open Access operator recorded an outstanding 94% customer satisfaction score in the Rail Customer Experience Survey (RCXS) results, securing first place across the industry for the period covered by the survey (October 2025 – March 2026).
The RCXS is one of the rail industry’s most important measures for how customers rate the service they receive by train operators. Carried out independently by the passenger watchdog, Transport Focus it measures real customer experiences across multiple touchpoints including punctuality, onboard comfort and customer service.
To celebrate Hull’s recent winning spirit, Hull Trains teamed up with another hometown success story, Hull City Football Club, who have recently secured promotion back to the Premier League. The long-term partners highlighted a shared moment of pride for the city, with both organisations now sitting demonstrating a success story in achieving ambitious goals.
Hull Trains’ sister company, Lumo also performed strongly in the latest survey, ranking first for value for money and achieving a 90% overall customer satisfaction score. This meant Lumo ranked third nationally for long-distance operators and further underlines the popularity of FirstGroup’s open access services.
Stuart Jones, Managing Director of First Rail Open Access, said: “I’m incredibly proud of our dedicated teams at both Hull Trains and Lumo for these impressive results.
“For Hull Trains to be ranked number one across the industry for customer satisfaction is an incredible achievement and a testament to the dedication of our entire team. We’re proud to serve Hull and the communities right along our route, so it feels especially fitting to celebrate alongside Hull City – another team that represents the ambition and resilience of the city whose name we proudly carry.”
Andrew Clark, Head of Commercial and Marketing at Hull City Football Club, said: “What an incredible time to be in and around Hull. We’re delighted to celebrate the success of both brands today. Seeing Hull Trains rank in first place for customer satisfaction, added to our return to the Premier League, should give the people of Hull an enormous sense of local pride.”
The timing could hardly be better for Hull City supporters. With away trips to Arsenal, Chelsea, Tottenham Hotspur, Fulham, Brentford, and Crystal Palace now back on the fixture list, fans travelling to the capital can do so knowing they’re travelling with the country’s highest-rated train operator.
Hull Trains customers can travel to destinations including Beverley, Hull, Doncaster, Grantham, Selby and London King’s Cross on eight direct weekday train services. The operator’s combination of sustainability with affordable fares, excellent service and support for local communities has proved to be a winning formula.
It’s been an award-winning time for Hull Trains. Earlier this month, the operator secured two Gold awards and two Silver awards at the coveted Corporate Content Awards in London which recognise the partnerships bringing social value to Hull and East Yorkshire’s communities. Earlier this year the company was also named Operator of the Year at The prestigious Spotlight Rail awards.
The Open Access operator recorded an outstanding 94% customer satisfaction score in the Rail Customer Experience Survey (RCXS) results, securing first place across the industry for the period covered by the survey (October 2025 – March 2026).
The RCXS is one of the rail industry’s most important measures for how customers rate the service they receive by train operators. Carried out independently by the passenger watchdog, Transport Focus it measures real customer experiences across multiple touchpoints including punctuality, onboard comfort and customer service.
To celebrate Hull’s recent winning spirit, Hull Trains teamed up with another hometown success story, Hull City Football Club, who have recently secured promotion back to the Premier League. The long-term partners highlighted a shared moment of pride for the city, with both organisations now sitting demonstrating a success story in achieving ambitious goals.
Hull Trains’ sister company, Lumo also performed strongly in the latest survey, ranking first for value for money and achieving a 90% overall customer satisfaction score. This meant Lumo ranked third nationally for long-distance operators and further underlines the popularity of FirstGroup’s open access services.
Stuart Jones, Managing Director of First Rail Open Access, said: “I’m incredibly proud of our dedicated teams at both Hull Trains and Lumo for these impressive results.
“For Hull Trains to be ranked number one across the industry for customer satisfaction is an incredible achievement and a testament to the dedication of our entire team. We’re proud to serve Hull and the communities right along our route, so it feels especially fitting to celebrate alongside Hull City – another team that represents the ambition and resilience of the city whose name we proudly carry.”
Andrew Clark, Head of Commercial and Marketing at Hull City Football Club, said: “What an incredible time to be in and around Hull. We’re delighted to celebrate the success of both brands today. Seeing Hull Trains rank in first place for customer satisfaction, added to our return to the Premier League, should give the people of Hull an enormous sense of local pride.”
The timing could hardly be better for Hull City supporters. With away trips to Arsenal, Chelsea, Tottenham Hotspur, Fulham, Brentford, and Crystal Palace now back on the fixture list, fans travelling to the capital can do so knowing they’re travelling with the country’s highest-rated train operator.
Hull Trains customers can travel to destinations including Beverley, Hull, Doncaster, Grantham, Selby and London King’s Cross on eight direct weekday train services. The operator’s combination of sustainability with affordable fares, excellent service and support for local communities has proved to be a winning formula.
It’s been an award-winning time for Hull Trains. Earlier this month, the operator secured two Gold awards and two Silver awards at the coveted Corporate Content Awards in London which recognise the partnerships bringing social value to Hull and East Yorkshire’s communities. Earlier this year the company was also named Operator of the Year at The prestigious Spotlight Rail awards.
