Lumo named best value rail operator

Innovative open access operator Lumo has been ranked the UK’s top rail operator for value for money, while also securing a place among the top three long-distance UK operators for overall customer satisfaction, in the latest rail industry customer satisfaction survey results.

Lumo’s top ranking for value for money reflects its long-standing commitment to offering affordable, high-quality rail travel, while providing a greener alternative to domestic air travel particularly on its fully-electric East Coast Main Line services connecting Glasgow, Edinburgh and Newcastle with London. More than three quarters of those surveyed felt Lumo offered value for money, higher than any other operator.

Also scoring an impressive 90% overall customer satisfaction score in the Rail Customer Experience Survey (RCXS), places Lumo firmly among the three highest-performing long-distance train operators for the period covering October 2025 to March 2026.

The RCXS is one of the rail industry’s most important benchmarks. Carried out independently by the passenger watchdog, Transport Focus, it measures real customer experiences across multiple touchpoints including punctuality, onboard comfort and customer service.

Hull Trains, Lumo’s sister company, also delivered an exceptional performance in the survey, achieving a 94% satisfaction score and ranking first place across the entire industry, further demonstrating the popularity of FirstGroup’s open access rail operations. 

Stuart Jones, Managing Director of First Rail Open Access, said: “I’m incredibly proud of our dedicated teams at both Lumo and Hull Trains for these latest impressive results.

“For Lumo to be ranked number one for value for money, while also placed among the top three long-distance operators for overall satisfaction reflects of our commitment to making rail more accessible and affordable. It shows that we are delivering on our promise to make rail travel great value without compromising on customer experience.”

Operating services between London King’s Cross, North East England, Edinburgh and Glasgow, Lumo has built a reputation for combining low fares with a modern, streamlined onboard experience and a strong focus on sustainability, including its use of electric trains and commitment to reducing carbon emissions. 

Lumo recently launched new services on the West Coast Main Line between London Euston and Stirling, with services increasing during June and July. On its East Coast route, the company will introduce next-generation Starlink WiFi onboard its services in the Autumn. Lumo also secured a Gold award and two Silver awards at the coveted Corporate Content Awards in London, which recognised the company’s commitment to developing purposeful partnerships to deliver social value along its routes.