ATTENTION to detail has seen GNER praised by a national pressure group as a leader in its field.
A new report aimed at encouraging greater improvements within the transport industry has highlighted GNER's commitment to extra staff on trains and its quality image. The York-based rail operator appears as an example of best practice in At The Leading Edge - A Public Transport Good Practice Guide unveiled by Transport 2000.
The pressure group says the company sets a good example for the way it trains and develops staff, for providing high standards of customer service and for the way it promotes rail travel. GNER is cited as "being the most successful in presenting a strong brand image, thoroughly exploiting the potential of many of the tourist hotspots on its route through leisure travel initiatives, including a linked hotel and car hire booking service and discounted fares."
The report also identified GNER as "one of the operators putting most emphasis on good customer service, adding 550 extra train staff and spending as much on training and development as on marketing".
GNER's chief operating officer, Jonathan Metcalfe, said he was delighted the company featured prominently in the guide.
He said: "Collectively we need to continue to bring about improvements for passengers and reverse many years of under-investment in Britain's rail network.
"GNER isn't complacent. We're continuing to look at new ideas and any initiative which
encourages standards to be raised is good news for passengers."
Updated: 09:52 Thursday, March 27, 2003
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