Best stations
Operators are working ever harder to make their stations worthy of a railway ‘Oscar’. ANDY COWARD looks at what it takes to be a winner in the National Rail Awards stations category
Which stations have been adjudged as Britain’s best, and what does it take to earn such an accolade?
One of the most hotly contested categories of the National Rail Awards (NRAs) is Stations of the Year, graded into Major, Large, Medium and Small - and the results were announced at a glittering prize ceremony at London’s Grosvenor House Hotel on September 21.
Winning one of these prestigious awards is a major accolade, an industry badge of honour. Each category is fiercely contested and standards are high, so even getting on to the shortlist is an enormous achievement.
The NRA judges visit competing stations, awarding points for a number of key factors, including presentation, customer service, facilities, access, and information. Each is inspected from the passenger’s point of view, its facilities experienced and reviewed at first hand.
The panel then meets to check the results for consistency and add in other bench-marking measures, such as Transport Focus scores where available, before reaching a final decision.
Every year since the NRAs were launched, the number of entries has grown significantly, as operators are increasingly keen to promote their best stations – and a general rise in standards is clear to see. Across the country operators have worked hard to make their
stations more welcoming for passengers on a rail network that has never been busier.
Many of our large and major locations are more than just railway stations, as they offer a wide range of facilities that simply would not have existed years ago. Some boast shopping and dining outlets for passengers and other visitors, making them destinations in themselves, as well as destinations on the rail map.
We all want different things from our rail network, but what do passengers generally expect from a railway station these days? The answer very much depends on the size of the station and what type of journey is being taken by the passenger.
For commuters, the biggest requirement is usually punctuality, as many have a set time of day that they travel and, naturally, they expect their train to turn up at the right time to get them to and from work.
The vast majority of stations now have realtime information screens to ensure passengers are kept updated on running times, and to advise of any delays. Improvements in the quality of service information displayed at stations has dramatically improved over recent years, and this is backed up by most train operators also embracing social media to keep passengers informed about any problems that occur.
Commuters and leisure passengers also expect a seamless experience when buying a ticket. While many commuters make use of season tickets, high numbers buy on the day from ticket offices and a professional and quick service is essential for managing queues.
Many stations now also have ticket vending machines that accept cash and card payments, another key factor in reducing ticket office queues.
Passengers travelling for leisure are generally more concerned with an overall highquality experience for their entire journey so for many, first impressions really count.
Most stations within the NRAs’ Medium, Large and Major categories are well equipped for the needs of their passengers, whether they are regular or occasional rail users. But accessibility and user-friendliness are highly important factors for all rail users at all sizes of station. For example, those stations that do not have level access on to platforms need to provide lifts to ensure they comply with the Disability Discrimination Act.
No matter who is travelling, everyone now expects clean stations, with good information displays, CCTV monitoring, approachable staff on hand to assist with any queries and somewhere sheltered to wait during periods of poor weather. Good car and bicycle parking is also important, with facilities close to the station being the most popular, although car parking charges are often a matter of consternation to many users.
There are many things that make for a good station, but a well-run and professional operation for all users is generally what the NRA judges are looking for when they pay their visits.
The panel also looks at innovations and initiatives that may have been adopted as a way of making that particular station stand out from others. These can be simple measures introduced by staff to make things better for their passengers, to more general resources brought in by train operators. Standing out from the crowd will always come to their attention.
For the 2017 NRAs, a record 87 entries were received, meaning the judges had the opportunity to visit stations that hadn’t previously featured, making choosing winners even tougher than before. And this year’s entries were to an exceptionally high standard.
There are many things that make for a good station, but a well-run and professional operation for all users is what the NRA judges are looking for.