RAIL operator First TransPennine Express (FTPE) said it was pleased to be rated “positively” in the Passenger Focus survey.

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The firm scored 85% overall satisfaction in survey, which sought the views of 30,000 rail passengers UK-wide. The national customer satisfaction average was recorded at 82 per cent and all of FTPE’s main routes were ahead of this figure.

The company added: “Customers did recognise that the increase in numbers travelling affected their satisfaction with seating capacity and luggage space.

“FTPE is addressing this problem by investing £60m in 40 new carriages which will start to come into service from December this year. These new trains will provide a 30% uplift in capacity and a 25% increase in luggage space.

Alan Chaplin, chief operating officer at Northern Rail, said: “It’s disappointing to see the number of customers satisfied with our service reducing slightly.

“The survey shows us that the key reason for this was our punctuality score and we understand how important it is for our customers that their train is on time.”

He said: “While the survey was taking place, our services were affected by a number of major external incidents including the derailment of a charter train in Manchester, the huge landslip at Hatfield & Stainforth, South Yorkshire, and exceptional weather across the network.

“We know that there is more that we can do and we’re continuing to improve the quality of the information we provide, particularly during times of disruption; improving retail opportunities and continuing to refurbish our trains with over 70 carriages planned for an upgrade in the next 12 months.”