Back
Rail Operator of the Year
Rail Operator of the Year
Rail Operator of the Year
Submission Criteria
Previous Winner
A submission in this category should demonstrate
Improvements to services and facilities.
Patronage growth and/or reliability and punctuality.
Customer and employee satisfaction.
Accessibility standards and initiatives.
Sustainability initiatives and investment
Submission Criteria
Previous Winner
A submission in this category should demonstrate
Improvements to services and facilities.
Patronage growth and/or reliability and punctuality.
Customer and employee satisfaction.
Accessibility standards and initiatives.
Sustainability initiatives and investment
Submission Criteria
Previous Winner
A submission in this category should demonstrate
Improvements to services and facilities.
Patronage growth and/or reliability and punctuality.
Customer and employee satisfaction.
Accessibility standards and initiatives.
Sustainability initiatives and investment
Avanti West Coast
Avanti West Coast is the intercity operator on the UK’s flagship West Coast Main Line, connecting cities and communities across England, Scotland and Wales. Avanti West Coast has undergone a major transformation to re-establish itself at the forefront of UK rail. At the heart of this progress is a significant uplift in services – the most trains ever on the West Coast route, enabled by the full introduction of the new Evero fleet. These modern electric and bi-mode trains provide a more comfortable and sustainable experience for customers, while unlocking additional capacity and supporting new services across key routes, including Liverpool. Avanti West Coast’s transformation is demonstrated through improvements across performance, customer satisfaction, safety, social value and commercial growth.
Avanti West Coast
Avanti West Coast is the intercity operator on the UK’s flagship West Coast Main Line, connecting cities and communities across England, Scotland and Wales. Avanti West Coast has undergone a major transformation to re-establish itself at the forefront of UK rail. At the heart of this progress is a significant uplift in services – the most trains ever on the West Coast route, enabled by the full introduction of the new Evero fleet. These modern electric and bi-mode trains provide a more comfortable and sustainable experience for customers, while unlocking additional capacity and supporting new services across key routes, including Liverpool. Avanti West Coast’s transformation is demonstrated through improvements across performance, customer satisfaction, safety, social value and commercial growth.
Avanti West Coast
Avanti West Coast is the intercity operator on the UK’s flagship West Coast Main Line, connecting cities and communities across England, Scotland and Wales. Avanti West Coast has undergone a major transformation to re-establish itself at the forefront of UK rail. At the heart of this progress is a significant uplift in services – the most trains ever on the West Coast route, enabled by the full introduction of the new Evero fleet. These modern electric and bi-mode trains provide a more comfortable and sustainable experience for customers, while unlocking additional capacity and supporting new services across key routes, including Liverpool. Avanti West Coast’s transformation is demonstrated through improvements across performance, customer satisfaction, safety, social value and commercial growth.
Great Western Railway
Great Western Railway (GWR) operates one of Britain’s most complex and diverse rail networks, connecting London Paddington with the South West, South Wales, the Thames Valley and the Cotswolds through intercity, regional, suburban and rural services. Great Western Railway has delivered measurable improvements for customers by focusing on operational resilience, customer service, inclusion, safety and innovation across one of the UK’s most operationally challenging rail networks. At the heart of this progress is investment in people. GWR became the first train operating company in the UK to achieve Investors in People Platinum accreditation for its apprenticeship programme, alongside opening a new Learning and Development Centre to strengthen frontline skills, operational expertise and customer service.
Great Western Railway
Great Western Railway (GWR) operates one of Britain’s most complex and diverse rail networks, connecting London Paddington with the South West, South Wales, the Thames Valley and the Cotswolds through intercity, regional, suburban and rural services. Great Western Railway has delivered measurable improvements for customers by focusing on operational resilience, customer service, inclusion, safety and innovation across one of the UK’s most operationally challenging rail networks. At the heart of this progress is investment in people. GWR became the first train operating company in the UK to achieve Investors in People Platinum accreditation for its apprenticeship programme, alongside opening a new Learning and Development Centre to strengthen frontline skills, operational expertise and customer service.
Great Western Railway
Great Western Railway (GWR) operates one of Britain’s most complex and diverse rail networks, connecting London Paddington with the South West, South Wales, the Thames Valley and the Cotswolds through intercity, regional, suburban and rural services. Great Western Railway has delivered measurable improvements for customers by focusing on operational resilience, customer service, inclusion, safety and innovation across one of the UK’s most operationally challenging rail networks. At the heart of this progress is investment in people. GWR became the first train operating company in the UK to achieve Investors in People Platinum accreditation for its apprenticeship programme, alongside opening a new Learning and Development Centre to strengthen frontline skills, operational expertise and customer service.
Greater Anglia
Greater Anglia is the main train operator for East Anglia, operating train services to/from London Liverpool Street across Essex, Suffolk, Norfolk, Cambridgeshire and parts of Hertfordshire, part of DfT Operator since Sunday 12 October 2025 (and formerly Transport UK). Greater Anglia (GA) has again delivered an excellent, high quality, high-performing and very customer-focused service. GA has now been the best performing train operator in the UK for over 3 years, with historically high performance levels, including a moving annual average (MAA) punctuality of 91.8% for Time to 3, 80.3% for On Time and 93.0% for PPM. Key 2025-26 highlights are:.
Greater Anglia
Greater Anglia is the main train operator for East Anglia, operating train services to/from London Liverpool Street across Essex, Suffolk, Norfolk, Cambridgeshire and parts of Hertfordshire, part of DfT Operator since Sunday 12 October 2025 (and formerly Transport UK). Greater Anglia (GA) has again delivered an excellent, high quality, high-performing and very customer-focused service. GA has now been the best performing train operator in the UK for over 3 years, with historically high performance levels, including a moving annual average (MAA) punctuality of 91.8% for Time to 3, 80.3% for On Time and 93.0% for PPM. Key 2025-26 highlights are:.
Greater Anglia
Greater Anglia is the main train operator for East Anglia, operating train services to/from London Liverpool Street across Essex, Suffolk, Norfolk, Cambridgeshire and parts of Hertfordshire, part of DfT Operator since Sunday 12 October 2025 (and formerly Transport UK). Greater Anglia (GA) has again delivered an excellent, high quality, high-performing and very customer-focused service. GA has now been the best performing train operator in the UK for over 3 years, with historically high performance levels, including a moving annual average (MAA) punctuality of 91.8% for Time to 3, 80.3% for On Time and 93.0% for PPM. Key 2025-26 highlights are:.
GTS
GTS is a joint venture between Go Ahead, Tokyo Metro and Sumitomo Corporation. GTS: Writing the next chapter of the Elizabeth line More than 1,300 colleagues, systems and contracts transferred seamlessly in May 2025, while GTS delivered 30 of 90 committed obligations in its first year, creating early momentum against its concession commitments. GTS has delivered a strong first year operating the Elizabeth line, successfully mobilising a new concession while maintaining continuity for customers on the UK's busiest railway.
GTS
GTS is a joint venture between Go Ahead, Tokyo Metro and Sumitomo Corporation. GTS: Writing the next chapter of the Elizabeth line More than 1,300 colleagues, systems and contracts transferred seamlessly in May 2025, while GTS delivered 30 of 90 committed obligations in its first year, creating early momentum against its concession commitments. GTS has delivered a strong first year operating the Elizabeth line, successfully mobilising a new concession while maintaining continuity for customers on the UK's busiest railway.
GTS
GTS is a joint venture between Go Ahead, Tokyo Metro and Sumitomo Corporation. GTS: Writing the next chapter of the Elizabeth line More than 1,300 colleagues, systems and contracts transferred seamlessly in May 2025, while GTS delivered 30 of 90 committed obligations in its first year, creating early momentum against its concession commitments. GTS has delivered a strong first year operating the Elizabeth line, successfully mobilising a new concession while maintaining continuity for customers on the UK's busiest railway.
Heathrow Express
Heathrow Express is the UK’s premium non-stop airport rail service, delivering the fastest connection between Heathrow Airport and central London in just 15 minutes. Heathrow Express delivered a targeted set of operational and customer experience improvements. The focus was clear: to remove barriers from the airport journey, strengthen reliability, and ensure rail remains the most efficient and sustainable way to travel between Heathrow and central London. A key challenge identified was the gap in early morning connectivity. The enhancements have delivered strong, measurable results across performance, customer satisfaction, and growth, demonstrating clear alignment with the award criteria.
Heathrow Express
Heathrow Express is the UK’s premium non-stop airport rail service, delivering the fastest connection between Heathrow Airport and central London in just 15 minutes. Heathrow Express delivered a targeted set of operational and customer experience improvements. The focus was clear: to remove barriers from the airport journey, strengthen reliability, and ensure rail remains the most efficient and sustainable way to travel between Heathrow and central London. A key challenge identified was the gap in early morning connectivity. The enhancements have delivered strong, measurable results across performance, customer satisfaction, and growth, demonstrating clear alignment with the award criteria.
Heathrow Express
Heathrow Express is the UK’s premium non-stop airport rail service, delivering the fastest connection between Heathrow Airport and central London in just 15 minutes. Heathrow Express delivered a targeted set of operational and customer experience improvements. The focus was clear: to remove barriers from the airport journey, strengthen reliability, and ensure rail remains the most efficient and sustainable way to travel between Heathrow and central London. A key challenge identified was the gap in early morning connectivity. The enhancements have delivered strong, measurable results across performance, customer satisfaction, and growth, demonstrating clear alignment with the award criteria.
Hull Trains
Hull Trains is an open-access operator providing up to 94 services a week between East Yorkshire and London King's Cross. It carried 1.58 million passengers between April 2025 and March 2026, a record for the business. When it began operations in 2000, it ran 21 services a week and carried 80,000 passengers in its first year. The submission credits value fares, new products including a Small Group Discount and customer service with supporting this growth.
Hull Trains
Hull Trains is an open-access operator providing up to 94 services a week between East Yorkshire and London King's Cross. It carried 1.58 million passengers between April 2025 and March 2026, a record for the business. When it began operations in 2000, it ran 21 services a week and carried 80,000 passengers in its first year. The submission credits value fares, new products including a Small Group Discount and customer service with supporting this growth.
Hull Trains
Hull Trains is an open-access operator providing up to 94 services a week between East Yorkshire and London King's Cross. It carried 1.58 million passengers between April 2025 and March 2026, a record for the business. When it began operations in 2000, it ran 21 services a week and carried 80,000 passengers in its first year. The submission credits value fares, new products including a Small Group Discount and customer service with supporting this growth.
London Northwestern Railway and West Midlands Railway
Sister brands London Northwestern Railway (LNR) and West Midlands Railway (WMR) connect passengers between the northwest and London and across the West Midlands region. Following the completion of its £1billion investment programme in more than 100 new trains, depot upgrades and station enhancements, patronage on its services is growing at among the fastest rate in the country. In 2025/26, London Northwestern Railway and West Midlands Railway launched three business-wide commitments with KPIs to ensure colleagues are focused on Improving Performance; Improving Customer Experience and Driving Growth. London Northwestern Railway and West Midlands Railway expanded its secondary control room in Rugby to host a dedicated operation for its LNR routes for the first time. In recent ORR figures (Q3 25/26), London Northwestern Railway and West Midlands Railway were ranked in the Top 4 operators nationally for both T-3 improvement and reduction in cancellations.
London Northwestern Railway and West Midlands Railway
Sister brands London Northwestern Railway (LNR) and West Midlands Railway (WMR) connect passengers between the northwest and London and across the West Midlands region. Following the completion of its £1billion investment programme in more than 100 new trains, depot upgrades and station enhancements, patronage on its services is growing at among the fastest rate in the country. In 2025/26, London Northwestern Railway and West Midlands Railway launched three business-wide commitments with KPIs to ensure colleagues are focused on Improving Performance; Improving Customer Experience and Driving Growth. London Northwestern Railway and West Midlands Railway expanded its secondary control room in Rugby to host a dedicated operation for its LNR routes for the first time. In recent ORR figures (Q3 25/26), London Northwestern Railway and West Midlands Railway were ranked in the Top 4 operators nationally for both T-3 improvement and reduction in cancellations.
London Northwestern Railway and West Midlands Railway
Sister brands London Northwestern Railway (LNR) and West Midlands Railway (WMR) connect passengers between the northwest and London and across the West Midlands region. Following the completion of its £1billion investment programme in more than 100 new trains, depot upgrades and station enhancements, patronage on its services is growing at among the fastest rate in the country. In 2025/26, London Northwestern Railway and West Midlands Railway launched three business-wide commitments with KPIs to ensure colleagues are focused on Improving Performance; Improving Customer Experience and Driving Growth. London Northwestern Railway and West Midlands Railway expanded its secondary control room in Rugby to host a dedicated operation for its LNR routes for the first time. In recent ORR figures (Q3 25/26), London Northwestern Railway and West Midlands Railway were ranked in the Top 4 operators nationally for both T-3 improvement and reduction in cancellations.
Merseyrail
Merseyrail serves the Liverpool City Region through a long-term partnership with the Combined Authority. Its submission reports strong performance across customer service, reliability and safety measures. Customer satisfaction reached 92% in 2025/26, continuing a run of 18 consecutive years above 90%. The operator points to these results as evidence of consistent day-to-day service on its devolved railway.
Merseyrail
Merseyrail serves the Liverpool City Region through a long-term partnership with the Combined Authority. Its submission reports strong performance across customer service, reliability and safety measures. Customer satisfaction reached 92% in 2025/26, continuing a run of 18 consecutive years above 90%. The operator points to these results as evidence of consistent day-to-day service on its devolved railway.
Merseyrail
Merseyrail serves the Liverpool City Region through a long-term partnership with the Combined Authority. Its submission reports strong performance across customer service, reliability and safety measures. Customer satisfaction reached 92% in 2025/26, continuing a run of 18 consecutive years above 90%. The operator points to these results as evidence of consistent day-to-day service on its devolved railway.
ScotRail
ScotRail is Scotland’s national train operating company. ScotRail, as part of Scotland’s Railway, has introduced groundbreaking new systems and technologies to improve the overall customer experience and ensure satisfaction is higher than ever before. From 1 September 2025, ScotRail customers began paying the same fare no matter what time they travelled as peak fares were scrapped for good. In a first for rail travel anywhere in Britain, the Scottish Government policy is making train fares simpler, more flexible, and better value for money for rail users. All of these achievements have contributed to the growth ScotRail has experienced since its return to public ownership.
ScotRail
ScotRail is Scotland’s national train operating company. ScotRail, as part of Scotland’s Railway, has introduced groundbreaking new systems and technologies to improve the overall customer experience and ensure satisfaction is higher than ever before. From 1 September 2025, ScotRail customers began paying the same fare no matter what time they travelled as peak fares were scrapped for good. In a first for rail travel anywhere in Britain, the Scottish Government policy is making train fares simpler, more flexible, and better value for money for rail users. All of these achievements have contributed to the growth ScotRail has experienced since its return to public ownership.
ScotRail
ScotRail is Scotland’s national train operating company. ScotRail, as part of Scotland’s Railway, has introduced groundbreaking new systems and technologies to improve the overall customer experience and ensure satisfaction is higher than ever before. From 1 September 2025, ScotRail customers began paying the same fare no matter what time they travelled as peak fares were scrapped for good. In a first for rail travel anywhere in Britain, the Scottish Government policy is making train fares simpler, more flexible, and better value for money for rail users. All of these achievements have contributed to the growth ScotRail has experienced since its return to public ownership.
South Eastern Railway
South Eastern Railway (SER) has led the way by establishing the first integrated business unit as an early step towards Great British Railways. South Eastern Railway (SER) has led the way by establishing the first integrated business unit as an early step towards Great British Railways. SER brings train operations and infrastructure together organisationally, digitally and culturally - with unified accountability - and in just one year has already delivered a safer, better and lower cost railway. Created in June 2025 by integrating Southeastern and Network Rail Kent Route, SER operates 383 trains across 181 stations, manages over 1,100 route miles and serves more than 140 million passenger journeys annually on one of Britain’s most complex rail networks.
South Eastern Railway
South Eastern Railway (SER) has led the way by establishing the first integrated business unit as an early step towards Great British Railways. South Eastern Railway (SER) has led the way by establishing the first integrated business unit as an early step towards Great British Railways. SER brings train operations and infrastructure together organisationally, digitally and culturally - with unified accountability - and in just one year has already delivered a safer, better and lower cost railway. Created in June 2025 by integrating Southeastern and Network Rail Kent Route, SER operates 383 trains across 181 stations, manages over 1,100 route miles and serves more than 140 million passenger journeys annually on one of Britain’s most complex rail networks.
South Eastern Railway
South Eastern Railway (SER) has led the way by establishing the first integrated business unit as an early step towards Great British Railways. South Eastern Railway (SER) has led the way by establishing the first integrated business unit as an early step towards Great British Railways. SER brings train operations and infrastructure together organisationally, digitally and culturally - with unified accountability - and in just one year has already delivered a safer, better and lower cost railway. Created in June 2025 by integrating Southeastern and Network Rail Kent Route, SER operates 383 trains across 181 stations, manages over 1,100 route miles and serves more than 140 million passenger journeys annually on one of Britain’s most complex rail networks.
Transport for Wales
Transport for Wales (TfW) was established by the Welsh Government in 2016 to transform how people travel across Wales. Transport for Wales (TfW) has delivered one of the most ambitious periods of transformation in Welsh transport history, driving significant improvements across rail and building the foundations of a modern, integrated network. Over the past year, TfW has introduced transformational infrastructure, new rolling stock including the UK’s first tri-mode trains, and delivered major gains in performance, punctuality and customer satisfaction. TfW operates the UK’s fastest-growing Pay As You Go rail ticketing system outside London, alongside industry-leading accessibility initiatives, innovative VR-based staff training, and major investment in skills and workforce development. The completion of electrification across 170km of the Core Valley Lines marks a major milestone in the South Wales Metro enabling faster, greener and more reliable services.
Transport for Wales
Transport for Wales (TfW) was established by the Welsh Government in 2016 to transform how people travel across Wales. Transport for Wales (TfW) has delivered one of the most ambitious periods of transformation in Welsh transport history, driving significant improvements across rail and building the foundations of a modern, integrated network. Over the past year, TfW has introduced transformational infrastructure, new rolling stock including the UK’s first tri-mode trains, and delivered major gains in performance, punctuality and customer satisfaction. TfW operates the UK’s fastest-growing Pay As You Go rail ticketing system outside London, alongside industry-leading accessibility initiatives, innovative VR-based staff training, and major investment in skills and workforce development. The completion of electrification across 170km of the Core Valley Lines marks a major milestone in the South Wales Metro enabling faster, greener and more reliable services.
Transport for Wales
Transport for Wales (TfW) was established by the Welsh Government in 2016 to transform how people travel across Wales. Transport for Wales (TfW) has delivered one of the most ambitious periods of transformation in Welsh transport history, driving significant improvements across rail and building the foundations of a modern, integrated network. Over the past year, TfW has introduced transformational infrastructure, new rolling stock including the UK’s first tri-mode trains, and delivered major gains in performance, punctuality and customer satisfaction. TfW operates the UK’s fastest-growing Pay As You Go rail ticketing system outside London, alongside industry-leading accessibility initiatives, innovative VR-based staff training, and major investment in skills and workforce development. The completion of electrification across 170km of the Core Valley Lines marks a major milestone in the South Wales Metro enabling faster, greener and more reliable services.
Menu
Platinum SPONSOR
GOLD SPONSORS
EVENT PARTNERS
© TransportTimes 2026
Back to Top ↥
Platinum SPONSOR
GOLD SPONSORS
EVENT PARTNERS
© TransportTimes 2026
Back to Top ↥
Platinum SPONSOR
GOLD SPONSORS
EVENT PARTNERS
© TransportTimes 2026
Back to Top ↥