Passenger Power!

East Coast rail services – have your say

As part of our Passenger Power! work, aimed at boosting the passenger voice in rail services, we asked East Coast passengers and potential users for their feedback.

They were invited to provide personal, local experiences of stations, trains and customer experience. The feedback exercise has now closed and, in all, 669 passengers took part. We're grateful for their insight, which will be passed on to the companies shortlisted to run the service from February 2015 (FirstGroup, Eurostar/Keolis, and Virgin/Stagecoach) via the Department for Transport (DfT).

The companies will be able to see and analyse the feedback – with all personal or identifying details removed – and use it to propose a service based around what passengers actually want.

Passenger Power? Have your say on the East Coast main line franchise from Passenger Focus on Vimeo.

We will publish the raw data on our website soon.


Have your say

Share your views about East Coast by completing this feedback form.

Find out more

Click here for the Department for Transport's work on passenger rail franchises. 


What is happening with the East Coast service? 

The East Coast rail service is currently run by East Coast Main Line Co Ltd, a wholly-owned subsidiary of the government-owned company, Directly Operated Railways. The Department for Transport (DfT) is now running a competition to find which company should run the franchise from February 2015.

It ran a consultation in 2012, which we responded to – see our response here – using our independent research data. You can explore our data yourself here.

DfT then published a report setting out its responses to what it found.

Further links

Please click here to find out more about the rail industry.

Click here to explore our data on customer satisfaction and appeal complaints, by operator.

See our research on boosting the passenger voice in rail franchises.