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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, a joint venture between FirstGroup and Trenitalia, operates intercity services on the West Coast Main Line. In 2024, cancellations it was responsible for fell by 32%, with performance steadily improving. Avanti invested £350m in new Evero trains, cutting carbon by 68.6% compared to Voyagers, and completed a £117m Pendolino refurbishment. A third of new driver recruits were women, reflecting its award-winning recruitment campaign. Customer products such as Standard Premium and Superfare expanded, while its Travel Companion accessibility scheme grew. Community programmes, including Feel Good Field Trips, gave 5,000 children free travel experiences. Financially, Avanti delivered £1bn in revenue, one of only two operators to return premiums to government. Avanti have combined performance, innovation, inclusivity, and social impact.
Avanti West Coast
Avanti West Coast, a joint venture between FirstGroup and Trenitalia, operates intercity services on the West Coast Main Line. In 2024, cancellations it was responsible for fell by 32%, with performance steadily improving. Avanti invested £350m in new Evero trains, cutting carbon by 68.6% compared to Voyagers, and completed a £117m Pendolino refurbishment. A third of new driver recruits were women, reflecting its award-winning recruitment campaign. Customer products such as Standard Premium and Superfare expanded, while its Travel Companion accessibility scheme grew. Community programmes, including Feel Good Field Trips, gave 5,000 children free travel experiences. Financially, Avanti delivered £1bn in revenue, one of only two operators to return premiums to government. Avanti have combined performance, innovation, inclusivity, and social impact.
Avanti West Coast
Avanti West Coast, a joint venture between FirstGroup and Trenitalia, operates intercity services on the West Coast Main Line. In 2024, cancellations it was responsible for fell by 32%, with performance steadily improving. Avanti invested £350m in new Evero trains, cutting carbon by 68.6% compared to Voyagers, and completed a £117m Pendolino refurbishment. A third of new driver recruits were women, reflecting its award-winning recruitment campaign. Customer products such as Standard Premium and Superfare expanded, while its Travel Companion accessibility scheme grew. Community programmes, including Feel Good Field Trips, gave 5,000 children free travel experiences. Financially, Avanti delivered £1bn in revenue, one of only two operators to return premiums to government. Avanti have combined performance, innovation, inclusivity, and social impact.
c2c Trenitalia
c2c Trenitalia continues to build trust as a reliable and community-focused operator in Essex and East London. Its initiatives include c2Sanitary—free sustainable sanitary products across stations—plus partnerships with charities Missing People, Gold Geese, and The Song School. As shirt sponsor of Southend United FC, c2c promotes rail at the heart of community life. Operationally, c2c improved inclusivity with accessible services and strong safeguarding commitments. Environmentally, it set a 2040 net zero target, validated by the Science Based Targets initiative. Community impact is clear: fundraising, youth engagement, and better station environments have strengthened ties locally. By embedding innovation and social value into operations, c2c demonstrates how a regional operator can lead on inclusivity, sustainability, and trust.
c2c Trenitalia
c2c Trenitalia continues to build trust as a reliable and community-focused operator in Essex and East London. Its initiatives include c2Sanitary—free sustainable sanitary products across stations—plus partnerships with charities Missing People, Gold Geese, and The Song School. As shirt sponsor of Southend United FC, c2c promotes rail at the heart of community life. Operationally, c2c improved inclusivity with accessible services and strong safeguarding commitments. Environmentally, it set a 2040 net zero target, validated by the Science Based Targets initiative. Community impact is clear: fundraising, youth engagement, and better station environments have strengthened ties locally. By embedding innovation and social value into operations, c2c demonstrates how a regional operator can lead on inclusivity, sustainability, and trust.
c2c Trenitalia
c2c Trenitalia continues to build trust as a reliable and community-focused operator in Essex and East London. Its initiatives include c2Sanitary—free sustainable sanitary products across stations—plus partnerships with charities Missing People, Gold Geese, and The Song School. As shirt sponsor of Southend United FC, c2c promotes rail at the heart of community life. Operationally, c2c improved inclusivity with accessible services and strong safeguarding commitments. Environmentally, it set a 2040 net zero target, validated by the Science Based Targets initiative. Community impact is clear: fundraising, youth engagement, and better station environments have strengthened ties locally. By embedding innovation and social value into operations, c2c demonstrates how a regional operator can lead on inclusivity, sustainability, and trust.
WINNER
Greater Anglia
Greater Anglia, part of Transport UK, has operated with the UK’s best performance for over two years, with a 94.2% punctuality MAA. All services now run with new trains, offering Wi-Fi, air conditioning, plug/USB points, and better accessibility. Customer feedback calls them “life-changing” and “the best regional trains in the UK.” Despite challenges like strikes and extreme weather, GA maintained top-level reliability thanks to joint working with Network Rail and train resilience. Initiatives such as the We’re All Ears feedback programme directly shape service improvements, such as installing more tables on Stansted Express. Cycle storage, capacity, and comfort have all improved, driving growth and satisfaction. GA’s delivery of consistently high performance, combined with its modern fleet and customer focus, makes it a benchmark for UK rail.
WINNER
Greater Anglia
Greater Anglia, part of Transport UK, has operated with the UK’s best performance for over two years, with a 94.2% punctuality MAA. All services now run with new trains, offering Wi-Fi, air conditioning, plug/USB points, and better accessibility. Customer feedback calls them “life-changing” and “the best regional trains in the UK.” Despite challenges like strikes and extreme weather, GA maintained top-level reliability thanks to joint working with Network Rail and train resilience. Initiatives such as the We’re All Ears feedback programme directly shape service improvements, such as installing more tables on Stansted Express. Cycle storage, capacity, and comfort have all improved, driving growth and satisfaction. GA’s delivery of consistently high performance, combined with its modern fleet and customer focus, makes it a benchmark for UK rail.
WINNER
Greater Anglia
Greater Anglia, part of Transport UK, has operated with the UK’s best performance for over two years, with a 94.2% punctuality MAA. All services now run with new trains, offering Wi-Fi, air conditioning, plug/USB points, and better accessibility. Customer feedback calls them “life-changing” and “the best regional trains in the UK.” Despite challenges like strikes and extreme weather, GA maintained top-level reliability thanks to joint working with Network Rail and train resilience. Initiatives such as the We’re All Ears feedback programme directly shape service improvements, such as installing more tables on Stansted Express. Cycle storage, capacity, and comfort have all improved, driving growth and satisfaction. GA’s delivery of consistently high performance, combined with its modern fleet and customer focus, makes it a benchmark for UK rail.
Great Western Railway
Great Western Railway (GWR) operates 1,600 daily services, carrying over 80m passengers annually. It has opened five new stations in four years, more than any other UK operator, and continues expanding. GWR is trialling the UK’s first fast-charge pure battery train, enabling branch line electrification without overhead wires. Operational resilience improved through revised maintenance and operations with Hitachi, cutting cancellations and delays. Accessibility was prioritised with UK rail’s first SEND-friendly children’s travel book. At Christmas 2024, with Paddington closed, GWR maintained services through innovative use of sidings and depots nationwide. Managing more Passenger Assist requests than any UK operator, GWR prioritises inclusivity. Its blend of growth, innovation, and resilience demonstrates leadership across all fronts.
Great Western Railway
Great Western Railway (GWR) operates 1,600 daily services, carrying over 80m passengers annually. It has opened five new stations in four years, more than any other UK operator, and continues expanding. GWR is trialling the UK’s first fast-charge pure battery train, enabling branch line electrification without overhead wires. Operational resilience improved through revised maintenance and operations with Hitachi, cutting cancellations and delays. Accessibility was prioritised with UK rail’s first SEND-friendly children’s travel book. At Christmas 2024, with Paddington closed, GWR maintained services through innovative use of sidings and depots nationwide. Managing more Passenger Assist requests than any UK operator, GWR prioritises inclusivity. Its blend of growth, innovation, and resilience demonstrates leadership across all fronts.
Great Western Railway
Great Western Railway (GWR) operates 1,600 daily services, carrying over 80m passengers annually. It has opened five new stations in four years, more than any other UK operator, and continues expanding. GWR is trialling the UK’s first fast-charge pure battery train, enabling branch line electrification without overhead wires. Operational resilience improved through revised maintenance and operations with Hitachi, cutting cancellations and delays. Accessibility was prioritised with UK rail’s first SEND-friendly children’s travel book. At Christmas 2024, with Paddington closed, GWR maintained services through innovative use of sidings and depots nationwide. Managing more Passenger Assist requests than any UK operator, GWR prioritises inclusivity. Its blend of growth, innovation, and resilience demonstrates leadership across all fronts.
Heathrow Express
Heathrow Express continues to set the standard for premium, non-stop airport travel, connecting Heathrow to Paddington in 15 minutes. In 2024, it became the UK’s first operator to install interactive touchscreen totems at Paddington, giving real-time Tube and bus info in multiple languages. Creative campaigns such as HExmas Hotline boosted engagement and brand visibility. Operationally, Heathrow Express added new early-morning passenger services, aligning with airport staff and passenger needs. Despite wider industry disruption, it maintained the UK’s highest open access punctuality at 74%—well above national averages. Passenger satisfaction reflects the premium service, with innovations in accessibility and customer care reinforcing its market leadership. Heathrow Express continues to embody fast, sustainable, and high-quality airport rail connectivity.
Heathrow Express
Heathrow Express continues to set the standard for premium, non-stop airport travel, connecting Heathrow to Paddington in 15 minutes. In 2024, it became the UK’s first operator to install interactive touchscreen totems at Paddington, giving real-time Tube and bus info in multiple languages. Creative campaigns such as HExmas Hotline boosted engagement and brand visibility. Operationally, Heathrow Express added new early-morning passenger services, aligning with airport staff and passenger needs. Despite wider industry disruption, it maintained the UK’s highest open access punctuality at 74%—well above national averages. Passenger satisfaction reflects the premium service, with innovations in accessibility and customer care reinforcing its market leadership. Heathrow Express continues to embody fast, sustainable, and high-quality airport rail connectivity.
Heathrow Express
Heathrow Express continues to set the standard for premium, non-stop airport travel, connecting Heathrow to Paddington in 15 minutes. In 2024, it became the UK’s first operator to install interactive touchscreen totems at Paddington, giving real-time Tube and bus info in multiple languages. Creative campaigns such as HExmas Hotline boosted engagement and brand visibility. Operationally, Heathrow Express added new early-morning passenger services, aligning with airport staff and passenger needs. Despite wider industry disruption, it maintained the UK’s highest open access punctuality at 74%—well above national averages. Passenger satisfaction reflects the premium service, with innovations in accessibility and customer care reinforcing its market leadership. Heathrow Express continues to embody fast, sustainable, and high-quality airport rail connectivity.
Hull Trains
Hull Trains, an open-access operator, positions itself as a passenger-first, community-focused operator on the East Coast Main Line. It has rebuilt customer trust through reliable, frequent services connecting Hull with London, supported by modern bi-mode trains. Hull Trains champions flexibility with competitive fares, agile timetabling, and a strong local presence. By reinvesting profits into service quality and regional connectivity, it plays a vital role in supporting Hull’s economy and reputation. Initiatives include partnerships with schools and charities, supporting local skills and opportunities. Hull Trains continues to prove how a small open-access operator can punch above its weight by prioritising reliability, affordability, and community impact.
Hull Trains
Hull Trains, an open-access operator, positions itself as a passenger-first, community-focused operator on the East Coast Main Line. It has rebuilt customer trust through reliable, frequent services connecting Hull with London, supported by modern bi-mode trains. Hull Trains champions flexibility with competitive fares, agile timetabling, and a strong local presence. By reinvesting profits into service quality and regional connectivity, it plays a vital role in supporting Hull’s economy and reputation. Initiatives include partnerships with schools and charities, supporting local skills and opportunities. Hull Trains continues to prove how a small open-access operator can punch above its weight by prioritising reliability, affordability, and community impact.
Hull Trains
Hull Trains, an open-access operator, positions itself as a passenger-first, community-focused operator on the East Coast Main Line. It has rebuilt customer trust through reliable, frequent services connecting Hull with London, supported by modern bi-mode trains. Hull Trains champions flexibility with competitive fares, agile timetabling, and a strong local presence. By reinvesting profits into service quality and regional connectivity, it plays a vital role in supporting Hull’s economy and reputation. Initiatives include partnerships with schools and charities, supporting local skills and opportunities. Hull Trains continues to prove how a small open-access operator can punch above its weight by prioritising reliability, affordability, and community impact.
HIGHLY COMMENDED
LNER
LNER serves the East Coast Main Line, balancing long-distance high-speed services with regional connectivity. Its entry highlights record-breaking performance, customer service innovations, and sustainability initiatives. Investment in Azuma bi-mode trains improved reliability and cut emissions, while digital innovations such as smart ticketing and real-time information enhanced passenger experience. LNER also engaged communities with cultural projects and accessibility campaigns. Growth in passenger numbers, strong satisfaction ratings, and resilience during disruption underscore its success. LNER demonstrates how a large operator can combine scale with innovation and inclusivity to maintain leadership on one of the UK’s most important rail corridors.
HIGHLY COMMENDED
LNER
LNER serves the East Coast Main Line, balancing long-distance high-speed services with regional connectivity. Its entry highlights record-breaking performance, customer service innovations, and sustainability initiatives. Investment in Azuma bi-mode trains improved reliability and cut emissions, while digital innovations such as smart ticketing and real-time information enhanced passenger experience. LNER also engaged communities with cultural projects and accessibility campaigns. Growth in passenger numbers, strong satisfaction ratings, and resilience during disruption underscore its success. LNER demonstrates how a large operator can combine scale with innovation and inclusivity to maintain leadership on one of the UK’s most important rail corridors.
HIGHLY COMMENDED
LNER
LNER serves the East Coast Main Line, balancing long-distance high-speed services with regional connectivity. Its entry highlights record-breaking performance, customer service innovations, and sustainability initiatives. Investment in Azuma bi-mode trains improved reliability and cut emissions, while digital innovations such as smart ticketing and real-time information enhanced passenger experience. LNER also engaged communities with cultural projects and accessibility campaigns. Growth in passenger numbers, strong satisfaction ratings, and resilience during disruption underscore its success. LNER demonstrates how a large operator can combine scale with innovation and inclusivity to maintain leadership on one of the UK’s most important rail corridors.
Lumo
Lumo, an open-access operator launched in 2021, offers low-cost, sustainable services between London and Edinburgh. Powered entirely by electric trains, it positions itself as a greener alternative to air travel, with average fares under £40. In 2024, it achieved its first profitable year while recording 93% satisfaction. Inclusivity is embedded in operations: digital accessibility improvements, LGBTQI+ Pride sponsorships, and community partnerships. Lumo’s innovative digital-first approach—e-ticketing, apps, and simplified booking—removes barriers for passengers. Marketing campaigns emphasise affordability and sustainability, drawing new demographics to rail. By combining commercial success with social impact, Lumo is redefining long-distance rail competition.
Lumo
Lumo, an open-access operator launched in 2021, offers low-cost, sustainable services between London and Edinburgh. Powered entirely by electric trains, it positions itself as a greener alternative to air travel, with average fares under £40. In 2024, it achieved its first profitable year while recording 93% satisfaction. Inclusivity is embedded in operations: digital accessibility improvements, LGBTQI+ Pride sponsorships, and community partnerships. Lumo’s innovative digital-first approach—e-ticketing, apps, and simplified booking—removes barriers for passengers. Marketing campaigns emphasise affordability and sustainability, drawing new demographics to rail. By combining commercial success with social impact, Lumo is redefining long-distance rail competition.
Lumo
Lumo, an open-access operator launched in 2021, offers low-cost, sustainable services between London and Edinburgh. Powered entirely by electric trains, it positions itself as a greener alternative to air travel, with average fares under £40. In 2024, it achieved its first profitable year while recording 93% satisfaction. Inclusivity is embedded in operations: digital accessibility improvements, LGBTQI+ Pride sponsorships, and community partnerships. Lumo’s innovative digital-first approach—e-ticketing, apps, and simplified booking—removes barriers for passengers. Marketing campaigns emphasise affordability and sustainability, drawing new demographics to rail. By combining commercial success with social impact, Lumo is redefining long-distance rail competition.
Merseyrail
Merseyrail achieved a full fleet replacement, major timetable change, and 100% driver retraining—all without disrupting services. Punctuality held at 93.6% in 2024, with 92% customer satisfaction, the highest in the UK. Accessibility improved through Class 777 fleet design, cutting platform-train incidents by 64% and reducing assistance requests by 90%. Merseyrail in Bloom and community hubs deepened local ties, while internal engagement scored 80% with strong industrial relations. It managed major events like the Grand National, transporting 110,000 extra passengers seamlessly. With awards including the World Passenger Award for Accessibility, Merseyrail proves exceptional change management, operational excellence, and community focus.
Merseyrail
Merseyrail achieved a full fleet replacement, major timetable change, and 100% driver retraining—all without disrupting services. Punctuality held at 93.6% in 2024, with 92% customer satisfaction, the highest in the UK. Accessibility improved through Class 777 fleet design, cutting platform-train incidents by 64% and reducing assistance requests by 90%. Merseyrail in Bloom and community hubs deepened local ties, while internal engagement scored 80% with strong industrial relations. It managed major events like the Grand National, transporting 110,000 extra passengers seamlessly. With awards including the World Passenger Award for Accessibility, Merseyrail proves exceptional change management, operational excellence, and community focus.
Merseyrail
Merseyrail achieved a full fleet replacement, major timetable change, and 100% driver retraining—all without disrupting services. Punctuality held at 93.6% in 2024, with 92% customer satisfaction, the highest in the UK. Accessibility improved through Class 777 fleet design, cutting platform-train incidents by 64% and reducing assistance requests by 90%. Merseyrail in Bloom and community hubs deepened local ties, while internal engagement scored 80% with strong industrial relations. It managed major events like the Grand National, transporting 110,000 extra passengers seamlessly. With awards including the World Passenger Award for Accessibility, Merseyrail proves exceptional change management, operational excellence, and community focus.
ScotRail
ScotRail overcame severe weather, industrial action, and fleet challenges while maintaining strong service for Scotland’s passengers. Initiatives included a 20% season ticket discount, extended Flexipass journeys, and timetable improvements in Fife and Tay Cities. CCTV analytics, body-worn cameras, and an expanded Travel Safe Team enhanced safety. ScotRail was awarded White Ribbon status for tackling gender-based violence. Despite Storm Eowyn in 2025, ScotRail maintained reliable communication and operations. Punctuality reached 93.9% (Time to 3), with clear customer benefits. Community initiatives, affordability measures, and resilience highlight ScotRail’s vital national role.
ScotRail
ScotRail overcame severe weather, industrial action, and fleet challenges while maintaining strong service for Scotland’s passengers. Initiatives included a 20% season ticket discount, extended Flexipass journeys, and timetable improvements in Fife and Tay Cities. CCTV analytics, body-worn cameras, and an expanded Travel Safe Team enhanced safety. ScotRail was awarded White Ribbon status for tackling gender-based violence. Despite Storm Eowyn in 2025, ScotRail maintained reliable communication and operations. Punctuality reached 93.9% (Time to 3), with clear customer benefits. Community initiatives, affordability measures, and resilience highlight ScotRail’s vital national role.
ScotRail
ScotRail overcame severe weather, industrial action, and fleet challenges while maintaining strong service for Scotland’s passengers. Initiatives included a 20% season ticket discount, extended Flexipass journeys, and timetable improvements in Fife and Tay Cities. CCTV analytics, body-worn cameras, and an expanded Travel Safe Team enhanced safety. ScotRail was awarded White Ribbon status for tackling gender-based violence. Despite Storm Eowyn in 2025, ScotRail maintained reliable communication and operations. Punctuality reached 93.9% (Time to 3), with clear customer benefits. Community initiatives, affordability measures, and resilience highlight ScotRail’s vital national role.
South Western Railway
South Western Railway (SWR) has focused on reliability, accessibility, and innovation. It doubled services between Brighton, Worthing, and Chichester, adding 5,000 daily seats. On-time performance reached 72.8%, with cancellations at 3.04%, ahead of ORR benchmarks. SWR resolved 97% of complaints within 20 days and trialled cutting-edge accessibility tools, including AIRA for blind passengers and new 3D station maps. Customer engagement expanded via new data platforms and information totems. SWR demonstrates a modern, customer-first approach while delivering scale and resilience across the South of England
South Western Railway
South Western Railway (SWR) has focused on reliability, accessibility, and innovation. It doubled services between Brighton, Worthing, and Chichester, adding 5,000 daily seats. On-time performance reached 72.8%, with cancellations at 3.04%, ahead of ORR benchmarks. SWR resolved 97% of complaints within 20 days and trialled cutting-edge accessibility tools, including AIRA for blind passengers and new 3D station maps. Customer engagement expanded via new data platforms and information totems. SWR demonstrates a modern, customer-first approach while delivering scale and resilience across the South of England
South Western Railway
South Western Railway (SWR) has focused on reliability, accessibility, and innovation. It doubled services between Brighton, Worthing, and Chichester, adding 5,000 daily seats. On-time performance reached 72.8%, with cancellations at 3.04%, ahead of ORR benchmarks. SWR resolved 97% of complaints within 20 days and trialled cutting-edge accessibility tools, including AIRA for blind passengers and new 3D station maps. Customer engagement expanded via new data platforms and information totems. SWR demonstrates a modern, customer-first approach while delivering scale and resilience across the South of England
Translink
Translink NI Railways delivered record-breaking growth, new rolling stock, and a bold Better.Connected strategy. It invested in major projects like the £344m Belfast Grand Central Station and modernised operations with digital tools. Passenger growth continues, supported by net zero commitments and customer-focused services. Translink highlights how a regional operator can integrate sustainability, community impact, and operational excellence, raising the bar for public transport in Northern Ireland.
Translink
Translink NI Railways delivered record-breaking growth, new rolling stock, and a bold Better.Connected strategy. It invested in major projects like the £344m Belfast Grand Central Station and modernised operations with digital tools. Passenger growth continues, supported by net zero commitments and customer-focused services. Translink highlights how a regional operator can integrate sustainability, community impact, and operational excellence, raising the bar for public transport in Northern Ireland.
Translink
Translink NI Railways delivered record-breaking growth, new rolling stock, and a bold Better.Connected strategy. It invested in major projects like the £344m Belfast Grand Central Station and modernised operations with digital tools. Passenger growth continues, supported by net zero commitments and customer-focused services. Translink highlights how a regional operator can integrate sustainability, community impact, and operational excellence, raising the bar for public transport in Northern Ireland.
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© TransportTimes 2025
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