WHO IS GNER?
GNER is owned by Sea Containers Limited. Following the privatisation of British Rail, GNER started operations in April 1996. Our predecessor was InterCity East Coast.

• Vital statistics: We operate 40 trains featuring the distinctive GNER livery and carried almost 14 million passengers in 1998 - passenger numbers have soared by 21% so far, against an original growth forecast of 18.5% over 7 years.
• Passenger's Charter Performance: Our reliability target is for 99% of timetabled services to run. We are achieving 99.2%. The number of services has increased by 12% to 112 trains a day with most trains in operation throughout the day, representing Europe's busiest timetable.
• Rapid response times: A new dedicated telesales centre in Newcastle opened in May 1997 with 100 desks delivering a guaranteed 10 second passenger response time and handling over 200,000 calls a month.
• Investment in stations, trains, our people and our service has to date exceeded £40 million; this is £22 million more than our franchise plan.

But the key focus remains on customer comfort and service and here are details of just a few of the improvements we have introduced:

• A complete rebuild and refurbishment of all 9 diesel trains at a cost of over £6m.
• A complete re-design and rebuild of the air conditioning systems in carriages on the electrically powered fleet, countering the effects of seasonality and improving comfort levels in all weathers.
• 250 extra on-train staff during the summer of 1998 to provide a more personal and attentive service and a safer, more secure travelling environment.
• Extra car parking spaces and safer station car parks with CCTV and lighting.
• The introduction of self-service fastticket machines at stations to reduce queues and make buying a rail ticket easier than ever.
• A radical upgrade to our restaurant service - we spent 2 years collaborating with Egon Ronay award winning chefs Tom and Eugene McCoy - to deliver high quality cuisine as you speed through some of the UK's most picturesque scenery.

Innovation:

We also wanted to offer innovative customised promotions which, despite the increasing problem of overcrowding at peak times, help to encourage more people to travel at quieter times and programmes such as the excel Portfolio points-based reward scheme for First Class passengers has now attracted over 20,000 members.And what of the future?:

• GNER hope to add 10 high speed electric tilting trains to the fleet at a cost of £150 million. That means 20% more services and reducing the London-Scotland journey time from 4 hours to 3 hours 30 minutes.
  
  
• Sites have been proposed for 3 new out-of-town Parkway stations near Edinburgh, South Yorkshire and the M25 north of London. These modern, purpose-built stations will have ample car parking, making rail travel more accessible and convenient and reducing long-distance car usage.

Q: What telephone number do I ring for GNER services?

A: Please refer to the list below and select the telephone number that most reflects your enquiry.

GNER ticket sales information:

08457 225 225. Lines open 8am - 10pm, except Christmas Day.
National Rail enquiries:
08457 48 49 50. Lines open 24 hours.
GNER First Class information and ticket sales:
08457 225 225. Lines open 8am - 10pm, except Christmas Day.

Q:How do I contact the Business Travel Service?

A: Our Business Travel Service is on-hand to manage all your corporate rail travel requirements during the following hours:
Mon - Fri between 8am - 9pm.

Simply call 08457 225 125 or fax on 08457 225 222 to reach the Business Travel Service.
Alternatively they can be contacted by e-mail at Business.Travel@gner.co.uk

Q: What number do I call to arrange Group Travel for ten or more people?

A: Simply call 08457 225 010
Mon - Fri between 9.00am - 5.00pm.

Q: How do I contact GNER from outside the UK?

A: Please call +44 191 227 5959.

Q: Can I pay for tickets over the phone using a credit card?

A: Major credit, debit or charge cards accepted. Allow 2 working days for postage Minimum transaction value in Telesales £10, Business Travel £15.

Q: How do I contact the Customer Relations Department?

A: Any comments, complaints or suggestions should be made to our Customer Relations Department at the address below: Customer Relations Manager, Great North Eastern Railway Room M93, Main Headquarters, Station Road, York, YO1 6HT

Or alternatively contact us via our e-mail address: CustomerCare@gner.co.uk

Q: What is GNER's compensation policy?

A: If you are delayed for more than an hour on any GNER leg of your journey, we will normally offer vouchers to the value of 20% or more of the price paid for that journey. If your ticket has not been collected, please hold on to it as evidence. If you have any more queries refer to the passenger charter which is available from travel centres along the route. All enquiries should be made to the Customer Relations Department, Great North Eastern Railway Room M93, Main Headquarters, Station Road, York, YO1 6HT or phone 08457 225 333.
CustomerCare@gner.co.uk

Your call may be recorded to enable us to monitor the quality of the service we provide.