Newly released figures highlight the impressive turnaround of TransPennine Express (TPE) since transitioning to public ownership in May 2023. Once plagued by service disruptions and low stakeholder satisfaction, the operator has now emerged as a beacon of reliability and progress.
Since the transition, TPE has slashed cancellations by 75%, boosted customer journeys by 42%, and increased revenue by 54%. In the past financial year alone, the operator generated £1.4 billion in economic value—delivering over £8 in return for every £1 of public subsidy.
This dramatic improvement underscores the Government's commitment to prioritizing passenger experience and ensuring dependable services under public ownership. Prior to the transition, only 5% of stakeholders expressed satisfaction with TPE, citing driver shortages, frequent disruptions, and a breakdown of trust.
Today, under public management, stakeholder satisfaction has surged to 94%. Over 20,000 days of driver training have been completed, and 63 new drivers have been recruited to strengthen operational resilience.
Further enhancing customer experience, TPE has introduced premium First Class catering, significant accessibility upgrades, and expanded service offerings—ushering in a new era of excellence for rail passengers.
Chris Jackson, Managing Director of TPE, said: “Public ownership gave us the space and stability to reset. Our focus has been on people, our passengers, our colleagues, and the communities we serve. Two years on, we’re proud to be delivering a better, more reliable railway for the North."
Rail Minister Lord Peter Hendy said: "TransPennine Express's remarkable turnaround shows exactly why we're bringing our railways back into public ownership as part of our Plan for Change. These impressive results demonstrate what happens when we put passengers and communities first rather than private profit.
“This is the blueprint for Great British Railways: a reliable, accessible, and value-for-money railway that serves the public and drives economic growth not only across the North but the whole country
The turnaround at TransPennine Express (TPE) began with the launch of its improvement plan, Making Journeys Better, in October 2023. This initiative focused on three core priorities: stabilising operations, re-engaging both staff and passengers, and laying the groundwork for a stronger, more resilient network.
As part of this transformation, TPE introduced a refreshed company vision and a new set of values shaped collaboratively by its workforce. The operator also relaunched its employee engagement survey and hosted its inaugural Week of Inclusion, marking a significant step toward a more inclusive and connected workplace culture.
Signs of this cultural shift are now visible across the network. From the debut of the Unity Pride train to upgraded staff facilities and increased investment in accessibility, TPE is making tangible improvements. Notably, usage of Passenger Assist services has surged by 62%, and innovations like AI-powered speech-to-text announcements are enhancing the travel experience for hearing-impaired customers.
TPE’s progress stands as a powerful example of how public ownership can do more than just restore performance—it can foster growth, inclusivity, and long-term value. With much of the North’s rail network now under public control, TPE offers a compelling vision of what rail travel can become when people are placed at the heart of the journey.
Image credits: Transpennine Express
