HomeBusinessLNER invests in leading-edge rail improvements

LNER invests in leading-edge rail improvements


Millions of pounds have been invested in improving the customer experience by the London North Eastern Railway (LNER), in the process driving forward a series of projects during the pandemic.

The investments have brought advances in digital technology – with everything from real-time apps to AI (artificial intelligence) – as well as £14-million worth of upgrades to stations. These facility improvements include widespread changes at Doncaster, travel centres and toilets at York, a customer lounge at Berwick, and car parks at Durham and Grantham.

The digital advancements include the LNER mobile booking app, which the operator says has seen a surge in popularity and met with industry praise. Passengers are also able to get push notifications from the app or through SMS messages and Facebook.

There has also been a move to protect customers further via the ‘one-click delay repay’ option, which allows for expedited compensation for delays of more than 30 minutes.

LNER says it has also made sure commuters can pre-book spaces via a dedicated parking app and reserve a seat on the train using the Seat Sure scheme. LNER has also set aside a number of seats in standard and first class to allow for an easier ‘walk-up’ railway service.

To complement this, LNER says it has invested in 360 specialist cleaning staff to oversee hygiene in the COVID-19 climate.

David Horne, LNER.

LNER managing director David Horne, said: “Over the past 16 months of the pandemic, we have grasped hold of every opportunity to innovate, invest and improve for the benefit of our customers.

“Our ambition is to truly transform rail travel in the UK and we believe that this pioneering approach  is key as we look to welcome customers back to rail.

“We’re incredibly excited to see how our customers react and take advantage of the changes we’ve  introduced, which run right through the customer experience – from booking to onboard to the  station facilities.”

LNER says it is the first to implement an ‘at-seat’ catering option, which allows passengers in standard class to pay for food and drink with their phones whilst on the train. There is also a new customer loyalty scheme which allows benefits to be used as part of the journey, passed on to friends and family, or given as gifts to charity.

Outside the direct customer experience, LNER has implemented new AI to manage disruption. The system, by JNCTION, acts as disruptions happen.



Please enter your comment!
Please enter your name here

- Advertisement -

Latest news

Tunnel operation takes flight with help from a helicopter

Essential work on a tunnel in the Peak District got some help from high places. Helicopters helped airlift construction materials into position as part of...

Rail review author calls for rail fares reform

Keith Williams, co-author of the Williams-Shapps Plan For Rail white paper, has urged for fares reform – arguing there has never been a better...

Iconic arrows get a dash of green ahead of environmental summit

The famous National Rail double arrow has turned several shades of green ahead of the COP26 UN climate summit, which takes place in November. The...
- Advertisement -

More news

Digital signalling for East Coast main line tested on Thameslink

A test of the digital in-cab signalling system ECTS level 2 (European Train Control System) has been carried out successfully using a Govia Thameslink...

Potential union of unions across the Atlantic

In what is a possible world’s first, London-based transport and travel union the TSSA is in talks with America's International Brotherhood of Boilermakers on...

London’s Northern line extension opens

Two new Tube stations have opened in London as services commence on the Northern line extension. The new step-free Battersea Power Station and Nine Elms...