Hull Trains Celebrates 25 Years with Industry-Leading Satisfaction Ratings
Hull Trains has emerged as the top-scoring long-distance operator in the inaugural Rail Customer Experience Survey, highlighting the company’s commitment to passenger satisfaction.
The survey, the most extensive of its kind to date, captures the experiences and opinions of travellers across the UK, providing a detailed picture of customer sentiment on the railway. Hull Trains, which is marking 25 years of service in 2025, achieved an impressive 91.6% overall satisfaction rating, outpacing all other long-distance operators. Lumo, another open-access operator, also performed strongly, securing a 90.3% satisfaction score.
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 today. As open access operators who don’t rely on government funding, we’re completely driven by providing the best possible service for our customers and our communities. We’re constantly looking for new ways to improve our services even more, whether that’s the brand new seats we’ve just launched on our Lumo trains or the locally-produced wine that customers can now buy on their Hull Trains journeys. We look forward to continuing to welcome even more customers onboard in 2026.”
David Hooper, External Affairs Director at the Hull & Humber Chamber of Commerce, added:
“Congratulations to Hull Trains and Lumo for these impressive achievements. Anyone who uses Hull Trains knows how good their customer service is and how focused the company is on being the best in the business, so it’s great to see them once again not only setting the standard, but raising the bar in the rail industry. Well done to everyone concerned and keep up the good work!”
The results underline the success of open-access operators in delivering high-quality, customer-focused services, demonstrating that attention to passenger experience can compete with the national rail network.
Image: First Hull Trains