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Pioneering open access operator Hull Trains is celebrating being crowned ‘Operator of the Year’ at the Spotlight Rail Awards in London.
The awards are one of the most prestigious events for the rail industry, showcasing organisations that deliver outstanding performance, customer experience and positive impact for the communities they serve.
The ‘Operator of the Year’ category recognises excellence across every aspect of rail delivery including reliability, customer satisfaction, colleague culture and community engagement. Judges chose Hull Trains over many other train companies thanks to the hard work of colleagues delivering exceptional customer service, industry‑leading satisfaction scores and a commitment to driving positive change “beyond the tracks”.
Hull Trains achieved an impressive 96% overall customer satisfaction last year across its operations on the East Coast between London King’s Cross, Retford, Grantham, Doncaster, Hull and Beverley amongst others.
The company achieved a 94% satisfaction score for onboard cleanliness and a 93% rating for customer journey time. The operator also delivered 98.9% reliability, alongside a significant year‑on‑year reduction in cancellations.
The business has also strengthened its role within the local communities it serves, supporting a wide range of causes and partnerships from Pride in Hull and Alzheimer’s Society initiatives to the “Poppy Express”, local festivals such as Humber Street Sesh, official charity partner activities and support for key cultural events across the route.
Richard Salkeld, Director of Communications and Partnerships at Hull Trains, was among the team collecting the award in London. He commented: “This award is a fantastic achievement reflecting the dedication of everyone at Hull Trains. Being named Operator of the Year is recognition of the commitment, impact and passion shown by colleagues across every part of the business.
“Our team is genuinely committed to our customer experience and celebrating our communities along the Hull Trains route.”
Around 55% of the Hull Trains workforce are female and around 29% are female train drivers, significantly above industry averages, the company continues to outperform national levels on diversity, engagement and representation.
Hull Trains has also supported Hull City Council’s Visit Hull team in unveiling a new advertising campaign across London Kings Cross, underground and overground stations, encouraging Londoners and commuters to choose Hull for their next short break. In addition, this week will see the operator launch series two of the popular ‘Moving Minds’ Podcast which will feature Hull TV personality Jessie Stride.
The awards are one of the most prestigious events for the rail industry, showcasing organisations that deliver outstanding performance, customer experience and positive impact for the communities they serve.
The ‘Operator of the Year’ category recognises excellence across every aspect of rail delivery including reliability, customer satisfaction, colleague culture and community engagement. Judges chose Hull Trains over many other train companies thanks to the hard work of colleagues delivering exceptional customer service, industry‑leading satisfaction scores and a commitment to driving positive change “beyond the tracks”.
Hull Trains achieved an impressive 96% overall customer satisfaction last year across its operations on the East Coast between London King’s Cross, Retford, Grantham, Doncaster, Hull and Beverley amongst others.
The company achieved a 94% satisfaction score for onboard cleanliness and a 93% rating for customer journey time. The operator also delivered 98.9% reliability, alongside a significant year‑on‑year reduction in cancellations.
The business has also strengthened its role within the local communities it serves, supporting a wide range of causes and partnerships from Pride in Hull and Alzheimer’s Society initiatives to the “Poppy Express”, local festivals such as Humber Street Sesh, official charity partner activities and support for key cultural events across the route.
Richard Salkeld, Director of Communications and Partnerships at Hull Trains, was among the team collecting the award in London. He commented: “This award is a fantastic achievement reflecting the dedication of everyone at Hull Trains. Being named Operator of the Year is recognition of the commitment, impact and passion shown by colleagues across every part of the business.
“Our team is genuinely committed to our customer experience and celebrating our communities along the Hull Trains route.”
Around 55% of the Hull Trains workforce are female and around 29% are female train drivers, significantly above industry averages, the company continues to outperform national levels on diversity, engagement and representation.
Hull Trains has also supported Hull City Council’s Visit Hull team in unveiling a new advertising campaign across London Kings Cross, underground and overground stations, encouraging Londoners and commuters to choose Hull for their next short break. In addition, this week will see the operator launch series two of the popular ‘Moving Minds’ Podcast which will feature Hull TV personality Jessie Stride.
