Welcome to the latest edition of Inside Track
David Boot has joined LNER as Head of Public Affairs.
With nearly 20 years of experience in public affairs, David will lead engagement with stakeholders across the network. David said: “I’m delighted to have joined LNER at what is a hugely exciting time for the rail industry. I’m really looking forward to connecting with people across the industry in the coming weeks and months.
“I’d particularly welcome views on what works best and where there is room for improvement when it comes to communications from the Public Affairs team, and with LNER and would be delighted if you would consider participating in our short feedback survey. Everything you say will help us to improve our service to you and to ensure we provide you with timely, topical and relevant information."
BRITISH SIGN LANGUAGE TO FEATURE ON FURTHER DEPARTURE SCREENS
LNER is proud to be introducing fully integrated British Sign Language (BSL) on digital departure screens at our stations following a successful trial at LNER’s managed Doncaster station.
The screens display signed videos alongside the latest customer information, including departure times, the train operator, destination, calling points, and platform number. Any service updates are also translated into BSL. ?
Our latest innovation entered a trial period last December, with the aim of providing parity of information for D/deaf customers who use BSL. This will now be implemented across all our managed stations equipped with the latest screen technology.
Along with Doncaster, we have completed the roll out at Berwick-upon-Tweed, Durham, Darlington, Newark Northgate and the screen in the Passenger Assist Lounge at Newcastle. Wakefield Westgate and Peterborough are scheduled to be completed in time for summer. ?
LNER BECOMES FIRST UK TRAIN OPERATOR TO OFFER FREE PERIOD PRODUCTS ON ITS TRAINS?
LNER is proud to be the first UK train operator to offer free period care products on our trains, as well as across all its stations and offices.
Eye catching stickers informing customers that environmentally friendly organic period products are available will be displayed in customer toilets both onboard and in First Class lounges.??
The ‘Package for a Friend’ scheme?was first introduced at London King’s Cross Station by LNER colleagues who recognised that everyone should have access to period care products when they needed them. It has now been expanded to cover LNER’s?full network of trains, managed stations and offices as part of ‘A Better Journey’, LNER’s commitment to embed equality and sustainability into everything it?does across its 956-mile route. ?
Customers can request period products directly from an LNER team member or order a ‘Package for a Friend’ through our ‘Let’s Eat At Your Seat’ catering service using a QR code direct from their phone. LNER colleagues will then discreetly deliver the product to the customer at their seat.??
INSPIRING WOMEN INTO RAIL
Colleagues from across LNER shared their stories on International Women’s Day in the hope of inspiring even more women to consider a career in rail.?
It comes as data shows LNER is on track to meet our ambition of 45 per cent overall female representation by 2025, with the number of women in the business rising to 43.3 per cent over the last year. We saw a 6 per cent rise in women applying for roles during 2023 compared with the year before.
Former LNER apprentice Olivia Mouter is now working as Environmental Partnerships Manager. She said: “I always speak so highly of the apprenticeship programme to anyone that asks. I started working onboard trains and spotted an application for a Safety and Operations apprenticeship. When applying, I thought to myself; ‘can I do it?’ and here I am! Rail offers so many career opportunities and the chance to realise your ambitions.”
ASLEF INDUSTRIAL ACTION
Industrial action has been announced by the ASLEF union at LNER for Saturday 6 April.
This is part of a range of strikes across multiple train operators between Friday 5 April and Monday 8 April 2024.
An overtime ban by drivers is also in place between Thursday 4 April until Tuesday 9 April which could lead to short-notice changes and cancellations.
LNER will be running a reduced service between London King’s Cross and Edinburgh Waverley and London King’s Cross and Leeds on Saturday 6 April. ?
Our timetable for this day is confirmed and services are?back on sale.
Please continue to check our industrial action webpage for the latest information.?
STATION IMPROVEMENTS
We’re working with Network Rail and other partners to deliver enhanced station experiences across the East Coast Main Line.
Current project updates to highlight include:
Darlington
Progress to complete the Darlington Station project next year is continuing
apace. ￡150million is being invested in redeveloping Darlington Station, led by
the Tees Valley Mayor and Combined Authority working jointly with LNER, Network Rail and Darlington Borough Council.
In January, teams began work to widen the railway bridge over Smithfield Road. This will make room for an additional rail track to be installed and is a key part of the work to build two new platforms.
At the end of March, a new temporary ticket retail facility will be provided for customers to purchase tickets, located opposite the existing travel centre while development takes place.
Bradford
The UK Government has confirmed ￡24 million towards a new platform at Forster Square Station to ease congestion and improve access into the city for passengers, commuters and tourists.
Once complete – and subject to future funding decisions – this could additional platform could mean an extra five LNER services a day.?
Warrick Dent,?LNER’s Safety and Operations Director, said: “LNER?welcomes the news of investment in a new platform at Bradford Forster Square which will allow us to run more trains to and from the city.
“Our timetable plans will be announced nearer the time, and need approval by the Department for Transport, but we would expect to see a big increase in the number of?LNER?services. It’s particularly exciting that the changes should happen during Bradford City of Culture 2025.”
York
We’re currently working in partnership with City of York Council, West Yorkshire Combined Authority and Network Rail to transform the front of York Station to create a new and improved gateway to the city.
Next month, Queen Street Bridge is?set to be closed from 20.00 on Friday 19 April to 06.00 on Monday 22 April 2024 as work will be carried out to build a temporary road to be used by pedestrians, cyclists and vehicles while this project continues.?
Contractor John Sisk & Son, has also applied for a second?closure from 20.00 on Friday 26 April to 06.00 on Monday 29 April 2024 which would see the start of work?to remove?Queen Street Bridge. This is currently under consideration by City of York Council.
The first closure will allow for the creation of a diversionary route through the station car park. The second closure will allow for the demolition of the bridge spans.
York Station car park will be closed during these weekends, but the station will be open as usual.
KEEPING YOU CONNECTED
Between 4 February and 2 March 2024, nearly 1.8 million journeys were made on LNER services.
Recent examples of customer feedback include:
“I'd like to praise Adam at Edinburgh Waverley station. He was great with my son when we visited, engaging with us both about trains and showing him how things work.”
“Fab service on the 10:27 Newcastle to King’s Cross today. Recommendations for nights out and a great supply of provisions. So warm, friendly and professional. Thank you.”
“Your guy Sean on the trolley is an absolute legend! Polite, helpful and just ace at his job!”
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