FIRST TransPennine Express managing director Vernon Barker has no doubt about the major driver of success in the train company now celebrating its fifth birthday year – the 1,000 people who work for it.

Those five years since launch have seen improving performance, customer satisfaction and growing demand. And he says: “I couldn’t be more appreciative of the tremendous commitment and loyalty of our people, without which our achievements would not have been possible.

“A good example has been the flexibility and co-operation of our drivers, which enabled us to meet peak demands of Liverpool’s Capital of Culture events last year, and gave thousands of visitors a top class rail experience.”

“Investment in new trains has obviously played an important role, too, but our turnaround began two years before that was made.

“We started with a new management team, frontline colleagues who joined us from choice, and a blank sheet of paper – and I really can’t believe how far we’ve come.”

FTPE has experienced a very low turnover amongst its 1,000-strong workforce, with three-quarters of those who joined the franchise from day one still working for the company. York-based driver David Nunn sits on the main FTPE Board as employee director.

Since starting its eight-year franchise in 2004, FTPE has invested £250 million in a 51-strong fleet of three-car Class 185 dmus, which run at an impressive 24,900 miles per casualty. It has also taken on nine Class 170 two-car Turbostars, more than doubling the reliability of the Class 158s and 175s that they replaced.

“I can recall only two occasions on which a Class 185 has needed to be rescued, so our passengers are now really unfamiliar with train failures, as well as benefiting from more frequent services and seats,” says Mr Barker.

“And we are continuing to save up to 11 per cent of our fuel through engine shutdown management and ongoing eco-driving training for our 340 drivers.”

In addition, more than £12 million has been spent on improving stations across the network, and direct services have been introduced between Manchester Airport and Scotland.

Passenger numbers have grown from 13.5 million in 2004 to an anticipated 22 million this year, and independent surveys have shown that passenger satisfaction has increased from 74 to 83 per cent during the past five years.
“Our performance is usually well into the 90s, and I believe it likely that we will meet increasing passenger demand through introduction of new trains following the Department for Transport’s announcement of the pulling forward of orders for 200 more dmu coaches,” says Mr Barker.

His company’s performance has been recognised by a number of organisations, bringing a total of 26 awards for high standards of customer service, business efficiency, leadership excellence, investment and marketing. Mr Barker himself has won personal accolades, including Rail Business Manager of the Year.

“But we don’t win all these awards at HQ,” he says. “Many have been earned by the service and effort of front line colleagues on trains and stations.”

Of First TransPennine’s future, he says: “Nobody is immune from the economic downturn, but I believe we are well poised to tackle whatever it may throw at us.

“By focusing on continuing service quality and efficiency, I am confident we shall hold our customer base by offering a viable and attractive alternative to motoring.”