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Customer Experience Centre


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Just like life – it’s about the journey

We want to make sure your entire trip is a great experience and we’re looking at every step of your journey to make sure we’re delivering better travel, from the moment you book your ticket to the moment you leave your destination station.

Whether it’s new trains, refurbishing of our existing trains, improving our stations, customer service and safety, or making it easier for you to get the information and the ticket you need, we’re working on ways to improve all these things…

A better journey, from start to finish

And we’re not just saying that; we have refurbished over fifty percent of our trains and improving stations, we’ve recruited 55 Travel Safe Officers, and launched a new customer app.

There’s more:

  • Now accepted across all our network, Northern Smart cards are a quicker and easier way to renew your season ticket and get through the station
  • Over 600 ticket machines installed giving customers more ways to buy a ticket, offering a full range of fares – including discounts and concessions
  • Trains that will offer free Wi-Fi to keep you connected
  • Increased customer service training (including disability awareness) to make sure you get the help you need, when you need it
  • Improving our online and app purchasing options as well as more ticket vending machines, making it easier to buy and collect your tickets

In addition to all of this, we’re introducing more services and better connections to make your journey as smooth as it can be.

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