More passengers than ever are happy with Birmingham New Street station: Birmingham New Street and Grand Central - platforms from above

Monday 31 Jul 2017

More passengers than ever are happy with Birmingham New Street station

London North Western

Passengers using the redeveloped Birmingham New Street are happier than ever with their station experience, according to the latest National Rail Passenger Survey.

Between March and May 2017, 93 per cent of passengers who used the station were satisfied with their station experience, a rise from 66 per cent in Spring 2015 before the new station opened. The latest figures put Birmingham New Street at a record third place in the national rankings of customer satisfaction at all of Britain’s major stations.

The results reflect the £750m investment in the station to transform it into a world class transport hub and are a testament to the hard work and dedication of the station teams who help provide a customer service to match the surroundings.

Patrick Power, Network Rail station manager, said “It is really satisfying to see that passengers continue to enjoy their experience at the redeveloped Birmingham New Street and that we have been able to build on the previous rise we saw after the station reopened in 2015.

“It is really encouraging for me and my staff to see how passengers are enjoying and adapting to the new facilities. However, there is always room for continued improvement and will continue to strive to provide an even better service to passengers.”

The survey, carried out by independent watchdog Transport Focus, asked around 30,000 passengers nationally for their views on the railway.

Birmingham New Street station underwent a £750m redevelopment, transforming it from a dated and dark station to one of the best and brightest in Britain. The investment was a key part of Network Rail’s Railway Upgrade Plan and the redeveloped facility boasts a concourse five times the size of the original station which is flooded with natural light with an abundance of shops and facilities.

Contact information

Passengers / community members
Network Rail national helpline
03457 11 41 41

Latest travel advice
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Network Rail press office -London North Western route
0330 854 0100

About Network Rail

We own, operate and develop Britain's railway infrastructure; that's 20,000 miles of track, 30,000 bridges, tunnels and viaducts and the thousands of signals, level crossings and stations. We run 20 of the UK's largest stations while all the others, over 2,500, are run by the country's train operating companies.

Every day, there are more than 4.7 million journeys made in the UK and over 600 freight trains run on the network. People depend on Britain's railway for their daily commute, to visit friends and loved ones and to get them home safe every day. Our role is to deliver a safe and reliable railway, so we carefully manage and deliver thousands of projects every year that form part of the multi-billion pound Railway Upgrade Plan, to grow and expand the nation's railway network to respond to the tremendous growth and demand the railway has experienced - a doubling of passenger journeys over the past 20 years.

We are building a better railway for a better Britain.

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