Global Travel Management | Business Travel Specialists

LNER’s annual Coffee Cup Run: a blueprint for improved business travel performance

20, May 2024/in News /by Dave

Rail industry experts have taken to the tracks to experience an LNER journey from a customer’s perspective as part of ongoing efforts to enhance performance and reliability in business travel.

This initiative underscores the commitment to improving the travel experience for UK-based business travellers who frequently use the East Coast route for their national and international trips.

Senior leaders, infrastructure experts, engineers, and operations specialists from the East Coast Partnership participated in the 09:00 LNER service from Edinburgh Waverley to London King’s Cross for the annual Coffee Cup Run.

This event, designed for networking and performance assessment, saw teams from Network Rail, LNER, Hitachi Rail and Northern Trains evaluating the journey to identify and address potential issues impacting performance, reliability and safety.

**Customer’s perspective**: the team monitoring infrastructure issues, including overhead lines, cable theft and the impact weather can have on services

Last year’s event led to over a dozen improvements being actioned, demonstrating the tangible benefits of this collaborative approach.

The Coffee Cup Run, a revival of a past practice on the East Coast route, originally involved placing a cup of coffee on a train table to gauge track quality by observing the movement of the cup.

Today, the approach is more sophisticated, utilising cutting-edge on-train monitoring systems and real-time data from the train’s CCTV cameras to identify issues affecting ride quality and safety.

This modern methodology enables the cross-industry group to develop and implement effective solutions collaboratively.

During this year’s journey, the focus areas included infrastructure issues such as overhead lines, cable theft and the impact of weather on services. The teams also explored the potential of technology to enhance performance further.

The Coffee Cup Run not only fosters cross-industry collaboration but also allows participants to witness the direct impact of their work on customer experience, thereby promoting a more customer-focused railway system.

John Grainger, Joint Head of Performance for the East Coast Partnership, stated,

We’ve taken an innovative approach to the issue of collaboration and engagement with the aim of improving performance on the East Coast route. By bringing together experts from different organisations, we’re helping to forge new relationships and, importantly, our teams get to see at first-hand how their actions can have a direct impact on the customer’s journey experience. We believe the Coffee Cup Run sets the standard for future industry collaboration and that initiatives such as this will be invaluable to ensuring we deliver the high-performing, customer-focused railway of the future.

Paul Rutter, Route Director for Network Rail’s East Coast route, added,

These initiatives are vital, allowing us to work effectively with colleagues across the industry to find ways to improve our rail network so that we can deliver better journeys for our passengers. The Coffee Cup Run is a unique event in cross-industry collaboration and recent iterations have already brought about positive change to our railway, such as improvements to ride quality at Colton Junction near York. We look forward to continuing to work with our partners on this event and finding ways to deliver more reliable, smoother journeys for our passengers.

For business travellers relying on the East Coast route, these enhancements signal a commitment to providing a more reliable and comfortable travel experience.

To learn more about LNER routes and journeys, contact your Global Travel Management Account Manager.

Reviving the River Findhorn: LNER’s Investment in Nature Conservation

9, May 2024/in News /by Dave

LNER’s partnership with the Findhorn, Nairn, and Lossie Rivers Trust is revitalising the River Findhorn’s ecosystem, combating declining salmon numbers and fostering community engagement for a sustainable future.

Communities and ecosystems nestled in the picturesque landscapes of the Scottish Highlands, particularly those along the River Findhorn, are celebrating a significant boost in funding from LNER’s Customer and Community Investment Fund. This funding injection is playing a pivotal role in rejuvenating natural habitats and safeguarding the iconic salmon population.

The stewardship of the Findhorn, Nairn, and Lossie Rivers Trust encompasses the care of all three rivers. In recent years, experts monitoring the Findhorn have observed a decline in salmon numbers, with climate change-induced rising water temperatures emerging as a potential culprit.

To counteract this trend, the Trust has embarked on its flagship project, the ‘Findhorn Watershed Initiative’. At the heart of this initiative is the strategic planting of native woodland along the riverbanks, aimed at providing crucial shade during the summer months to mitigate rising temperatures.

**Watershed initiative**: ecosystems and communities in and around the River Findhorn in the Scottish Highlands have welcomed funding from LNER’s Customer and Community Investment Fund

Thanks to the backing from LNER, the initiative has been able to implement an array of monitoring systems to collect essential ecological data. This includes conducting fish and invertebrate surveys and installing river temperature loggers, equipping researchers with the necessary insights to track progress and assess improvements over time.

However, the initiative extends beyond scientific intervention. It is deeply rooted in community engagement, recognising that fostering a connection between people and nature is essential for long-term conservation efforts. Through a comprehensive community outreach programme, volunteers from the local area have been empowered to contribute to the protection of the river for future generations.

The community engagement programme under the Findhorn Watershed Initiative has brought together individuals of all ages, fostering an appreciation for the river’s cultural heritage, wildlife and landscapes. Delving into the region’s rich history, participants have explored lost nature-related Gaelic place names, songs and stories, providing invaluable insights into the area’s ecological evolution and offering a roadmap for restoration efforts.

LNER: saving salmon in Scotland’s Rivers

Bob Laughton, Director at the Findhorn, Nairn, and Lossie Rivers Trust, expressed gratitude for LNER’s support, highlighting the invaluable role it has played in gathering crucial baseline data to inform future conservation endeavors. He said,

LNER’s support over the past 12 months has been invaluable. During that time we’ve developed an important body of ecological and cultural baseline data and information which will help us target our work with the Findhorn Watershed Initiative to maximise positive impact for the landscapes, wildlife and communities of the upper River Findhorn catchment area into the future.

Rachael Wilson, Community Investment Manager at LNER, reiterated the company’s commitment to fostering a greener future, stating,

As a long-distance rail operator, we continue to play our part in creating a greener future and we are delighted to be supporting the Findhorn, Nairn, and Lossie Rivers Trust in their work to protect the Findhorn for generations to come. The project not only inspires people in the local community to come together but also to connect with nature and the area’s heritage, all in addition to the benefits for the environment and wildlife.

As the River Findhorn continues its journey towards restoration and preservation, the collaborative efforts between the Findhorn, Nairn, and Lossie Rivers Trust and LNER stand as a testament to the power of partnerships in safeguarding our precious natural resources.

For further information on LNER services, contact your Global Travel Management Account Manager.

From farm to First Class: LNER’s new menus spotlight local producers

24, April 2024/in News /by Dave

LNER, the rail operator, has unveiled its latest First Class menus, reaffirming its longstanding dedication to showcasing and celebrating local food and drink producers along its extensive route.

Spanning from the picturesque landscapes of Caithness in the Scottish Highlands to the bustling streets of London, LNER’s carefully curated selection of suppliers encompasses destinations across its nearly one-thousand-mile journey.

Producers hailing from Aberdeen, Edinburgh, Newcastle, Durham, Northallerton, York, Harrogate, Leeds and Stevenage have been handpicked for not only the exceptional quality of their offerings but also their conscientious approach to production.

**First Class**: the Dine menu, selected from local producers the length of LNER’s services

The all-new First Class complimentary onboard menus feature an array of tantalising dishes.

Whether passengers opt for Dine, Dish, Deli or Brunch services, they are treated to a diverse culinary experience tailored to their journey.

Embarking on a morning journey? Indulge in a delectable American-style pancake stack, a delightful addition to the renowned ‘Full LNER’ and ‘Full Veggie LNER’ breakfast menus available on Dine services. For a lighter fare, options include Hot Buttery Crumpets or Peach Melba Overnight Oats, featuring a refreshing blend of peach, raspberries, blossom honey, and gluten-free oats soaked in natural yoghurt, available across all four menus.

As the day progresses, passengers can savour a new Homity Pie served with crisp salad on Dine, Dish and Brunch services. Bursting with flavour, this pie boasts a filling of potato, leek, and onion in a creamy sauce, topped with cheddar cheese and accompanied by a crunchy green pea and bean salad drizzled with lemon vinaigrette dressing.

For those opting for Dine services, an enticing fish dish awaits – oven-roasted cod served with boulangère potatoes and green beans, followed by a choice of a cheese plate or a refreshing lemon and elderflower dessert.

Starting 15 May, LNER’s Café Bar and ‘Let’s Eat At Your Seat’ service will introduce a range of new sandwiches and beverages, including vegan and gluten-free options, further enhancing the onboard dining experience.

Richard Judge, Head of Customer Experience at LNER, expressed his enthusiasm for the new menus, stating,

We are always excited when we get to launch a new menu, and we believe this is one of our best and most extensive yet. We are proud to work with local producers and suppliers across our route to create a truly wide range of delicious food and drink options onboard our trains, ensuring our customers get the very best experience and service when traveling with us.

For further information on LNER’s First Class fares and services, customers are encouraged to contact their Global Travel Management Account Manager.

Enhanced flexibility: LNER Introduces Simpler Fares for business trips

15, January 2024/in News /by Dave

London North Eastern Railway (LNER) has introduced a groundbreaking Simpler Fares pilot scheme set to redefine the customer experience along the East Coast route.

The initiative focuses on providing a more straightforward ticketing system, making travel more accessible for UK-based business travellers.

The trial, covering select routes such as London King’s Cross to Newcastle, London to Berwick-upon-Tweed and London to Edinburgh, aims to simplify ticket purchasing and enhance flexibility.

Building on the success of the Single Leg Pricing across most of the LNER route, the Simpler Fares pilot offers customers the ability to mix and match fares with three straightforward options.

David Horne, Managing Director at LNER, emphasised the importance of simplifying fares to make rail travel more attractive. He stated,

This exciting new pilot is the next step in our plans to overhaul complicated and outdated ticketing options, and we look forward to hearing feedback from our customers.

Key Changes in Simpler Fares:

Advance (Fixed): The ‘best value’ fare, booked in advance for a fixed journey with a guaranteed reserved seat for travel with LNER.
’70min Flex’ (Semi-Flexible): A new type of ticket offering customers the flexibility to travel on other LNER services, which can be 70 minutes before or after their originally booked journey.
Anytime (Fully-Flexible): This ticket can be used at any time of day.

Off-Peak and Super Off-Peak fares, representing only 11% of journeys included in the pilot, will be removed from 5 February, 2024.

LNER’s Managing Director, David Horne, expressed confidence that the changes, including pricing journeys more closely to demand, will make rail travel even more attractive. The introduction of a new semi-flexible ticket further adds modern flexibility to the fare structure. He said,

LNER remains at the forefront of rail reform. Simplifying fares is vital in making rail travel more attractive. Customers tell us they find fares confusing.
This exciting new pilot is the next step in our plans to overhaul complicated and outdated ticketing options and we look forward to hearing feedback from our customers.
We believe that making fares simpler, smarter and fairer, while introducing value for money and modern flexibility, will encourage more people to choose to travel by rail, the most sustainable travel choice.
The pilot will run for two years and LNER will continue to collaborate with industry partners to understand how it is working for customers, also ensuring a wide range of affordable tickets are available.

The two-year pilot is designed to gather valuable customer feedback.

LNER will collaborate with industry partners to understand its impact, ensuring a wide range of affordable tickets remains available.

Rail Minister, Huw Merriman, commented,

We are delivering on our commitment to reform the railways, working with operators to provide passengers with simpler and more flexible tickets that better suit their needs.

Stewart Fox-Mills, Fares, Ticketing, and Retail Programme Director at GBRTT, applauded the initiative, stating,