At Grand Central we want to be honest with our customers about how we’re performing. So this could be things like reasons for delays, our customer satisfaction results, and the number of complaints we receive.
We’ve summarised this performance information into six categories that affect your journey, your ticket and also future travel plans with Grand Central.
The latest news and information from Grand Central railway. Updates on our company, our community outreach and developments in the wider rail industry. For enquiries, please contact [email protected].
For media assets and downloads, please visit our media centre.
Grand Central is an open-access passenger train operator. This means we don't get any sort of help from the government and our only loyalty is to our customers - it's in our interest to give you the best journey possible.
Grand Central is part of the Arriva group, one of the leading providers of passenger transport in Europe. Arriva employs more than 60,000 people and delivers over 2 billion passenger journeys across 14 European countries each year.
Our brand and culture is all about moving people, and a belief in better runs through everything we do. We're part of Arriva, which has a diverse portfolio of train and bus operating companies in the UK and Europe. As a group, we're passionate about creating better journeys for our customers and changing perceptions, which in turn fuels our business growth.
Based on the fundamental capabilities of rail, our passengers and society in general look to Grand Central and other operators to provide them with an environmentally sensitive solution to their travel needs. We make this a core part of our service proposition and we will work hard to maximise the positive impact of what we can deliver by continually growing ridership on our trains.
However, we will also continue to strive to reduce the environmental impact that our operations generate by continually:
Several TV production companies have chosen Grand Central to film their programmes on-board.
TV shows filmed on-board have included:
Our social media accounts are managed by our Marketing and Customer Relations teams. We aim to respond to all queries or concerns within 30 minutes of receipt.
Here are our policies for Twitter and Facebook. We review these policies from time to time.
Please check this page periodically to make sure you are aware of any changes.
Our social media accounts are monitored between the hours of 06:00 – 22:00 Monday to Saturday, and 08:00 – 22:00 on Sunday.
At Grand Central, our work is informed by a strong sense of social responsibility – to our customers, our employees, suppliers and stakeholders. We work hard to engage with all sections of the community at each location we serve. How we support our communities is a fundamental issue which underpins all aspects of our business and pervades our social responsibility ethos.
One of our priorities for community engagement are with those sections of the community which experience social exclusion – adults, young people and children.
