Our Staff

We have around 3,000 staff along the East Coast Main Line, from King’s Cross to Aberdeen. They include people who work at stations, on trains, in Travel Centres, in our Contact Centre and in our engineering depots.

Because we believe you deserve a high quality of customer service, we invest a great deal of time in training our staff to look after you throughout your journey. Our staff should always treat you fairly, in line with the policies outlined in this Charter and in the National Rail Conditions of Carriage.

We will not tolerate abuse of our staff, whatever the circumstances. They work incredibly hard, often in difficult conditions, to provide the best possible service to passengers. We believe they deserve every protection and we will take the strongest action possible, including court action, against offenders.