About us

Wherever and whenever you travel with us, we want you to feel confident you’re choosing the best option with East Coast. So we're committed to being open and transparent about what we do, how we’re performing and what we’re doing to improve.

Our commitments

Communicating openly with customers

We’re committed to providing you with clear, comprehensive and accurate information about everything you need to know, both before and during your journey with us.

Providing the best services we can

Whether you’re buying tickets, checking details, travelling or waiting for a train, we want to offer you the best experience we can.

Fair outcomes when things go wrong

Unfortunately, sometimes things don’t go to plan. We’ll do our best to minimise the impact of any problems, deal fairly and promptly with any issues, and compensate you for inconvenience.

Our Passenger's Charter

Our Passenger’s Charter sets out our commitments to our customers, the performance standards we aim for – and what you can do if you don’t think we’re achieving them.

How we're performing

How customers rate our performance

We’re constantly measuring our customer service performance, including independent external measurement for an objective view of how we’re doing.

How our train services are performing

The reliability and punctuality of our trains is continuously tracked both against national standards and our own measures.

Financial performance

Like any business, achieving a strong, consistent financial performance underpins everything we do.

Our plans for improvements

We’re proud of what we’ve achieved in turning around the East Coast Main Line’s performance. But we know there’s more we can do to improve, and we have ambitious plans.

Our performance figures

Take a look at how we are performing against some of our key measures

About East Coast

Company information

Find out more about what makes East Coast a different kind of train company and how we operate.

View company information

Working for East Coast

You can find all sorts of rewarding career opportunities with East Coast. If you fancy a career in a friendly, collaborative environment, with plenty of scope for career advancement, we’d love to hear from you. 

View working for East Coast

Facts and figures

A few interesting facts and figures about the East Coast network

View facts and figures

Latest news


It’s ‘All Aboard’, as East Coast stars in new prime-time TV documentary

‘All Aboard: East Coast Trains’ begins on Sky 1 HD at 8pm on Tuesday, 12 November 2013. 

East Coast's Flying Scotsman is three today East Coast's Flying Scotsman is three today

Successful express service links Scottish and English capitals.