TransPennine Express (TPE) and has been key in helping the train operator get back on track after it transferred to public ownership in May 2023. Chris joined the rail industry in 2001 and has held numerous senior leadership roles across Network Rail, train operating companies, and light rail. He has significant experience in front-line operations, project, and station management, overseeing train crew, network control, and electrical control centres. Prior to joining TPE, Chris was regional director for the north west at Northern, where he led a team of more than 2,400 staff responsible for service delivery, customer experience, safety, operational strategy, and stakeholder relations.
Chris joined TPE during a challenging period. His main objectives when joining the business were clear; stabilise train performance, rebuild relationships with staff, customers and stakeholders, and help deliver the Transpennine Route Upgrade (TRU). Since then, TPE has launched its prospectus, Making Journeys Better, in October 2023, outlining plans to rebuild customer trust, improve services, and deliver a more sustainable, efficient rail operator. With the December 2024 timetable about to launch, we spoke to Chris about the turnaround in performance, the business travel options, and what makes TPE the most exciting place in UK rail right now.
Could you give us an overview of TransPennine Express (TPE) and its core mission in the rail industry?
“Our core vision is simple, we’re going places. We aim to provide a premium service that connects key destinations across the North and into Scotland. In doing so, we will deliver more reliable journey opportunities – leisure and commuting – to support economic growth in the towns, cities and communities we serve. We directly employ more than 1,800 colleagues and they work around the clock to provide those better journeys, raising the bar each and every day to give our customers the best possible experience from booking a ticket to reaching their destination. Our network connects several key destinations across the region, including:
– North TransPennine: Newcastle to Liverpool, Redcar/Middlesbrough to Manchester Airport, Scarborough to York, Edinburgh to Newcastle, and Hull to Liverpool.
– South TransPennine: Cleethorpes to Liverpool, Sheffield to Liverpool, and Manchester Airport to Sheffield.
– Anglo Scottish: Liverpool to Glasgow, and Manchester Airport to Edinburgh.
“When we launched our ‘Making Journeys Better’ plan last year, we set out a clear process for stabilising operations, re-engaging with customers and stakeholders and transforming the company. We’ve made real progress in the past 12 months – cancellations are down by more than 70 per cent, we’ve brought back our full Sunday timetable, and we’ve even launched West Coast Kitchen, an onboard catering service for First-Class customers travelling on our Anglo-Scottish services.
“We’re also proud of the new journey opportunities we have provided for people living in places such as Castleford, Wakefield and East Linton – towns which have not previously had a TPE service before and, in some cases, have not had any train services for many years.”
How would you summarise TPE’s performance over the past year? What key achievements stand out?
“Looking back, the past 12 months have been all about transformation. We’ve stabilised operations and really worked to rebuild customer confidence. We’ve become the second-fastest growing train operator in the UK. The launch of our December timetable in 2023 was a real turning point for us, but the December 2024 timetable is where things really start to take off. We’re adding 12 per cent more seats across the network – around 1,300 additional seats every day – and increasing frequency in many areas, with, for example, an average of 50 trains every day between Liverpool and Manchester. We’re also delivering four express trains an hour – at 15 minute intervals – between Manchester and Leeds.
“We have also dealt with many of the root causes of the difficulties TPE experienced in the recent past. Perhaps the most important achievement was the completion of more than 20,000 days of driver training in the past 18 months. This significant step forward has reduced abstractions for training and, importantly, means our drivers are now ready to deliver the uplift in services our customers and stakeholders deserve.”
TPE plays an important role in business travel across the North of England and Scotland. What are the main benefits of choosing train travel for business?
“You’re absolutely right. We play a vital role in business travel, and there are several advantages to taking the train with TPE. For business travellers and commuters, our services provide a faster and more convenient way to travel between major towns and cities, without the hassle of congested roads or high parking costs. Business travellers can also maximise their time during the journey by working on board. All our trains offer free Wi-Fi and USB power sockets at every seat, meaning our customers can catch up on emails, make calls, or finish vital reports on the go. Personally, I like to be out on the network as often as possible and I can make best use of my time on our trains not only by meeting colleagues and customers, but also getting some quiet time to get some extra work done.
“We also offer great value for business travellers. For instance, you can get tickets between Manchester and Edinburgh, or Manchester and Newcastle, for as little as £23.40 if you book in advance. Advance purchase tickets are subject to availability. Plus, it’s greener, as rail travel has been proven to reduce carbon emissions when compared to driving. And, of course, a real advantage of travelling with us – and one that we are all proud of – is our new First Class catering. West Coast Kitchen offers a menu that includes a range of high-quality products, locally sourced from the communities we serve, and is available on services between Manchester/Liverpool and Glasgow/Edinburgh.”
How is TPE approaching sustainability and reducing its carbon footprint?
“Every business that wants to be taken seriously, and that genuinely cares about the people and places it serves, should make sustainability a priority. Whether that is a focus on reducing emissions, reducing waste to landfill, promoting biodiversity, or ensuring colleagues are representative of the local communities – sustainability in all its forms is key for TPE. Our approach to sustainability is defined by understanding our contribution to society, the economy, and the environment, and what is materially important to our colleagues, our customers, and our stakeholders. This is integral to our transformation plan, attracting more people to rail and convincing more to leave the car at home – a crucial step which will help the UK to fulfil its sustainability commitments.
“The Transpennine Route Upgrade (TRU), a multi-billion-pound infrastructure project that will fully electrify the line between Manchester, Huddersfield, Leeds, and York will allow us to operate more reliable, faster, greener trains which will significantly reduce emissions. It’s a crucial step towards helping the UK meet its net-zero targets.”
Can you explain more about how TPE serves business travel needs and the services you provide for companies?
“We know how important business travel is, and we want to make sure travelling with us is as easy as possible. We offer a range of services tailored to the needs of business travellers, with different options for small to medium-sized businesses (SMEs), and group travel offers, as well as options for large organisations who book with travel management companies.”
How can small and medium-sized enterprises (SMEs) benefit from using TPE for business travel?
“SMEs can significantly benefit from using our services, especially through our Business Direct platform. This free, online booking system is designed for SMEs that don’t book travel via a travel management company. The platform provides the lowest fares and detailed spending reports, helping businesses keep track of their travel costs. This makes it a highly efficient tool and, best of all, it’s free to use with no booking fees. It also enables companies to set up travel restrictions, assign bookings to specific cost centres, and manage travel across multiple users or departments. The platform simplifies the booking process for SMEs, making it easier for them to manage their employees’ travel without any hassle.
“One of the most exciting features is the ability to track and compare rail journey emissions against the emissions from car travel. This allows SMEs to make more environmentally conscious decisions and highlight the greener travel options. In addition, e-tickets are available as well as the option to collect at stations. And, since we don’t charge credit card fees or booking fees, the service provides a cost-effective way for SMEs to manage their business travel needs.”
Can you explain how TPE handles group travel, and what makes it a great option for companies?
“Our group travel service is ideal for businesses needing to arrange travel for 10 or more people. We offer a 20 per cent discount, and our team is on hand to help manage the booking process. E-tickets make it really easy to distribute and manage, and we can issue just one ticket for the whole group, providing a greener way to purchase tickets. We’ve also introduced a pay-by-link option, which is really popular with customers. Once you choose your service, a link is sent, you pay securely, and you’re good to go. For companies looking for something even more bespoke, you can hire an entire carriage, subject to availability. It’s a fantastic way to transport a large group to an event or conference, and you can even personalise the carriage with your company branding. It’s a great way to give your clients or employees a professional, memorable experience.”
What excites you the most about leading TPE in the business travel sector?
“For me, TPE is the most exciting place to work in UK rail right now. We’ve come so far in the past 18 months – improving performance, reducing cancellations, and increasing customer satisfaction through a range of enhancements on-board and at our stations. The December 2024 timetable is an important milestone. I’m particularly pleased that we’re able to deliver on our promise of increasing the number of services and, in turn, will be providing 1,300 more seats each day that will make it easier for business customers to travel with us. As TPE continues to grow, I’m looking forward to seeing how we continue to be a major partner in the TRU, helping deliver frequent, faster, greener trains. We’re proud to offer the tools to support businesses in creating a more productive, sustainable, and cost-effective way of travelling for work. I look forward to seeing you onboard soon!”
For SMEs wanting to set up an account, or if you have any questions, get in touch with our Business Account Manager, Jill Bollard, at [email protected], or give her a call on 07773 122978.
For booking Group Travel, please contact Jill for further advice and details.
tpexpress.co.uk/business
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