For our customers
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Leveraging our scale and global expertise to respond to our social, economic and environmental risks and opportunities helps drive operating and financial performance, and allows us to maintain our strong partnerships with our customers and communities.

We recognise our responsibility as an international transport company to provide sustainable travel solutions for our customers and the communities we serve. Our focus on managing our impacts on the environment, safety and investing in our people and communities, reflects the areas where we have a material impact and know we can make a positive difference. In each of these areas, we aim to exceed regulatory requirements, and work with expert networks and groups to learn from best practice, helping us to respond to the current and future needs of our stakeholders. We constantly strive to find new, innovative ways to meet changing customer expectations and become the provider of choice for those we serve, optimising our resources and investing the future potential of our people and our communities.

To learn more about how we are measuring our impact, please see our 2017 Corporate Responsibility Data Report, which can be downloaded in pdf format on the right-hand side of this page. 

Below is a sample of the data in this document, covering our five key areas.

  • Environment

    Our solutions put us at the heart of a greener, cleaner future for our communities.


    tonnes of carbon dioxide equivalent per £1m of revenue


    reduction in our total carbon footprint in the last two years

  • Our customers

    We’re keeping people moving every day on our services.


    passenger satisfaction rate with Hull Trains - the highest in the UK rail industry


    (average rating out of ten) - First Transit's customer satisfaction rating

  • Community investment

    We use our global scale and expertise to deliver shared value for our business and for our local communities.


    contributed to our communities in 2016/17, as measured by the London Benchmarking Group Model


    of advertising space donated to Prostate Cancer UK to publicise their awareness campaigns

  • Safety

    Always front of mind, safety is our way of life.


    reduction in passenger injuries per million miles in 2015/16 compared to 2014/15


    reduction in employee lost time injury rate per 1,000 employees in 2015/16 compared to 2014/15

  • Our people

    With more than 100,000 employees, our people are at the heart of our success.


    of employees across our business are women


    of First Rail apprentices have secured permanent positions with us


View our interactive summary charts of our performance

Latest news

Jul 17
Employees receive awards from National School Transportation Association
Jul 17
TransPennine Express makes national list of most improved companies for customer service