Lumo Ranked UK’s Best Value Train Operator in Latest Passenger Survey

Open access rail operator Lumo has been recognised as the UK's leading train company for value for money, according to the latest Rail Customer Experience Survey.

The operator also secured a place among the top three long-distance rail providers for overall customer satisfaction, achieving a score of 90 per cent in the independent survey covering the period from October 2025 to March 2026.

Conducted by passenger watchdog Transport Focus, the Rail Customer Experience Survey is one of the industry's key performance measures, assessing passenger experiences across areas including reliability, comfort, customer service and value for money.

More than three-quarters of passengers surveyed said Lumo offered good value, giving the operator the highest rating in the UK rail sector for affordability.

Lumo attributes the result to its focus on providing lower-cost rail travel while offering a sustainable alternative to domestic flights. The company operates fully electric services on the East Coast Main Line, linking London with destinations including Newcastle, Edinburgh and Glasgow.

The survey also highlighted strong performance across FirstGroup's open access rail operations. Sister company Hull Trains achieved an overall customer satisfaction score of 94 per cent, placing it at the top of the rankings across all UK train operators.

Stuart Jones, managing director of First Rail Open Access, said the results reflected the commitment of staff across both businesses to delivering affordable and customer-focused rail services.

He said the recognition demonstrated that passengers increasingly value operators that combine competitive pricing with a high-quality travel experience.

Since launching services, Lumo has built its brand around simplified fares, modern onboard facilities and environmentally sustainable travel. The operator has positioned itself as a key alternative to short-haul domestic aviation, particularly on routes between Scotland, North East England and London.

The company is also continuing to expand its operations. New services between London Euston and Stirling on the West Coast Main Line are being introduced, with frequencies increasing throughout June and July.

Meanwhile, passengers on Lumo's East Coast route are expected to benefit from the introduction of next-generation Starlink WiFi technology later this year, further enhancing onboard connectivity.

The latest survey results reinforce the growing popularity of open access rail services, which continue to challenge traditional operators through a combination of competitive fares, innovation and strong customer satisfaction performance.