First TransPennine Express (FTPE) has been recognised at the second annual Golden Whistle awards for running its services safely and for significantly improving customer information at times of disruption.
The company received a Golden Whistle for Best Operational Safety and a Silver Whistle for Most Improved Operator for Passenger Information in Times of Disruption.
FTPE was chosen as the safety award winner after judges took data from all train operators across the country and calculated scores for every aspect of operational safety. The way FTPE’s 350 train drivers go about their work was of particular interest and the company was found to be the operator with the best safety record.
Paul Watson, Operations Director for FTPE, says: “Safety is our first priority so we are delighted to have won this award. Our drivers do a professional job supported by our whole operational team and every staff member deserves credit for playing a part in winning this award.”
The passenger information award highlights FTPE’s determination to continued improvement and excellence in customer service. This accolade mirrored an independent customer satisfaction survey result (National Passenger Survey, Autumn 2010), which showed that FTPE improved its score for managing delays and disruption to train services by 10 per cent compared to 2009.
Investment in information technology and providing better quality information to staff on trains and stations has helped them to provide better information and assistance to the 23 million passengers who travel on First TransPennine Express trains each year.
Also, FTPE has launched its mobile website allowing customers to check real time arrival and departure information from their station as they travel. The website www.tpexpress.co.uk can be accessed via any WAP enabled phone.
The Golden Whistle awards were first presented in 2010. They are a joint scheme by Modern Railways magazine and the Institution of Railway Operators, set up to honour outstanding achievement in operational procedures.