Station Travel Plan Hull

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2 Introduction What is a Station Travel Plan? The Department for Transport defines as Station Travel Plan as: A strategy for managing the travel generated by your organisation, with the aim of reducing its environmental impact, typically involving support for walking, cycling, public transport and car sharing During the first two years of its franchise term which began in April 2016, TransPennine Express is undertaking Station Travel Plans for the 19 stations where they are the Station Facility Owner (SFO). Why Develop a Station Travel Plan? Demand for rail is growing. More people are choosing to travel by rail and the number of journeys being made has risen to its highest point since 1920, and it is set to keep on rising, with predictions that demand will more than double within the next 30 years. This increase means that more and more people are travelling to and from our stations, with cars often being the number one choice, either being parked up or for drop off/pick up. This means that car parking and suitable infrastructure for drop off/pick up is becoming a major issue for our customers. TransPennine Express along with other Train Operating Companies has fared poorly in the National Rail Passenger Survey undertaken by Transport Focus for car parking provision, achieving a satisfaction score of 48% in the Spring 2017 survey, with a national average of 50% and long-distance operator average of 62%. In Spring 2016, the scores were 48% nationally, 57% for long distance operators, and 48% for TransPennine Express. It is believed that the root cause of the increasing divide between these scores is the increasing popularity of our services, evidenced through our passenger growth rate of 7% against an average of 0.7%. The NRPS Survey also measures customer satisfaction for Connections with other forms of transport. TransPennine Express fairs better in this category, achieving 79% in the Spring 2017 survey, matching the national average for this indicator however this is still below the long-distance operator average of 81%. We are responding to these issues and are working closely with local authorities and other transport providers to promote alternative and more sustainable modes of accessing the station through, improve connectivity and enhanced facilities at our stations. We will use the Station Travel Plan as a tool to identify where the opportunities exist to improve intermodal access and promote sustainable travel, with clear objectives being set out. Each plan is designed to: Act as a point of reference for station access, establishing a current position Assess the factors which may be affecting access to each station by other modes Identify a range of potential improvements and establish plans to implement them

3 Process The process for developing the Station Travel Plan is being led by TransPennine Express, with a commitment to produce a Station Travel Plan for each of the 19 stations which the franchise manages within the first two years of the franchise, and maintain them for the remainder of the franchise term. The Transport Integration Manager is responsible for the production and upkeep of the Station Travel Plans, and will involve and consult with relevant Stakeholders at each stage of the production of the plan. This stakeholder group is likely to be comprised of representatives from the Local Authority, user groups, Community Rail Partnerships, TOCs and other transport operators. The following process will be undertaken in the production of the plan: Step 1: Site Audit A tour of the station and surrounding area will be carried out to gain an understanding of the existing facilities. There will be a number of fact finding visits, followed up by an accompanied visit with stakeholders where demand exists to confirm details. This will form a base upon which any improvements will be measured. Step 2: Analysis Review of the latest NRPS data with interrogation of statistics for Connections with other forms of public transport and Facilities for car parking. Review of the latest Shadow NRPS data with interrogation of statistics for Connections with other forms of public transport and Facilities for car parking. Review of Customer Relations data to identify any trends with regards station access. Review of commercial data for car parking, sales of multi-modal tickets (where available). Step 3: Aims, Objectives and Targets SMART objectives will be determined and agreed with the aim of delivering improvements based upon the findings of the analysis and site audit. Step 4: Action Planning Specific tasks and timescales will be applied in order to achieve the agreed objectives. Step 5: Implementation and Delivery The action plan will be implemented within the specified timescales. Where required, funding will be sought from all available sources. Where actions are aligned to other business plan actions, the requirements may be combined to deliver efficiencies. Step 6: Monitoring and Refinement The actions will be frequently reviewed against target to ensure that progress is being made. The Station Travel Plans will be reviewed and updated annually to ensure they are relevant and continue to drive improvement.

4 Local Area Station Details and Local Government Station Address Station Manager Local Authority(s) Summary Railway Station Ferensway Kingston-upon- North Humberside HU1 3QX David Hatfield Group Station Manager (Humber) City Council As the UK City of Culture for 2017, has been prominent in the media, and has seen a definite increase in visitor numbers travelling to explore the city and partake in the numerous cultural activities. With a population in excess of 250,000, and good connections throughout Humberside, the city acts as a major hub for the region, with strong road and rail links to key cities in the North.

5 Transport Hubs and Interchanges Railway Station is park of Paragon Interchange which houses the cities railway, bus, and coach station. Getting there from the Railway Station Port of Serving the commercial shipping industry and passenger services to Holland, has a wellestablished maritime economy. Walk: 2.7 Miles 17 Minutes Cycle: 2.7 Miles 57 Minutes Bus: Route Minutes Car/Taxi: 3.3 Miles 11 Minutes Attractions and Points of Interest Getting there from the Railway Station The Deep Huge aquarium with over 3000 creatures, including sharks and sawfish, plus an evening restaurant. Marina Opened in 1983 on the site of the former Railway Dock and Humber Docks the marina is home to 270 berths and during the summer plays host to the city's Jazz and Sea Shanty Festivals. The Spurn Lightship is moored in the Marina and acts as a museum. Minster Minster is an Anglican minster in the centre of Kingston upon. The church was called Holy Trinity Church until 13 May 2017 when it became Minster. It is the largest parish church in England Streetlife Museum of Transport Climb aboard at the Streetlife Museum of Transport and enjoy all the sights, sounds and smells of the past. Step back in time with 200 years of transport history as you walk down a 1940s high street, board a tram or enjoy the pleasures of a carriage ride. Wilberforce House Wilberforce House is the birthplace of William Wilberforce, the British politician, abolitionist and social reformer, located in the High Street Walk: 1.0 Miles 20 Minutes Cycle: 1.0 Miles 7 Minutes Bus: Simplibus 14 Minutes Car/Taxi: 1.8 Miles 8 Minutes Walk: 0.6 Miles 13 Minutes Cycle: 0.6 Miles 4 Minutes Bus: No Route Available Car/Taxi: 1.1 Miles 8 Minutes Walk: 0.6 Miles 13 Minutes Cycle: 0.6 Miles 5 Minutes Bus: Simplibus 10 Minutes Car/Taxi: 1.3 Miles 7 Minutes Walk: 0.7 Miles 14 Minutes Cycle: 0.7 Miles 5 Minutes Bus: Simplibus 9 Minutes Car/Taxi: 1.4 Miles 8 Minutes Walk: 0.7 Miles 14 Minutes Cycle: 0.7 Miles 5 Minutes Bus: Simplibus 8 Minutes Car/Taxi: 1.5 Miles 8 Minutes There are a number of other historical and cultural attractions within Old Town with similar journey times from the station as the destinations above.

6 Train Service Summary TransPennine Express To/From: Via: Frequency: Journey Time: Manchester Piccadilly Brough, Selby, Leeds, Dewsbury, Huddersfield, Stalybridge Hourly (each way) 1 Hour 51 Minutes Trains To/From: London Kings Cross* Via: Howden, Brough, Selby, Doncaster, Retford, Grantham Frequency: 7 services per day Journey Time: 2 Hours 34 Minutes *some services start/terminate from Beverley Arriva Rail Northern To/From: Via: Frequency: Journey Time: To/From: Via: Frequency: Journey Time: To/From: Via: Frequency: Journey Time: To/From: Via: Frequency: Journey Time: Bridlington Cottingham, Beverley, Hutton Cranswick, Driffield, Nafferton Every 30 Minutes (some services are extended to Scarborough) 46 Minutes Doncaster Hessle, Ferriby, Brough, Gilberdyke, Goole, Thorne North, Hatfield & Stainforth, Kirk Sandall Hourly 53 Minutes Sheffield Brough, Goole, Doncaster, Meadowhall Hourly 1 Hour 22 Minutes Scarborough Cottingham, Beverley, Hutton Cranswick, Driffield, Nafferton, Bridlington, Bempton, Hunmanby, Filey, Seamer Every other Hour 1 Hour 31 Minutes Balancing moves throughout the day may offer additional services or affect frequency and journey times. Virgin Trains East Coast One early morning and two evening services operate to/from Average journey times with standard calling patterns

7 Stakeholders Rail North Rail North works with the Department for Transport, Local Transport Authorities and other bodies to specify and deliver high-quality rail services across the north of England, including being involved in the specification and management of the Northern and TransPennine Express franchises. Rail North s Long-Term Rail Strategy for the North of England (2015) concentrates on four main areas: Better Connectivity, with targeted improvements to journey times, service frequencies and improved connections to make end-to-end journey times quicker. A more Coherent and user-friendly network: a network with the visible coherence of the London Underground delivered over the North s wide geography. This needs defined categories of train services as well as planning the North s many routes to operate together as a single whole with a single simplified fares structure. Increased Capacity, both on-train so that passengers do not experience excessive overcrowding and on-track so additional demand for economically worthwhile passenger and freight movements can be accommodated. Cost effectiveness. As use of the North s rail services grows, running costs per passenger and tonne of freight carried need to fall. The key to achieving this is investment. Rail Delivery Group (Formerly ATOC) Set up after privatisation in 1993, the Association of Train Operating Companies (ATOC) brings together all train companies to preserve and enhance the benefits for passengers of Britain s national rail network. A recent change to Rail Delivery Group brings with it a new mission statement: Enabling rail companies to succeed by delivering a successful railway The purpose of the Rail Delivery Group (RDG) is to enable passenger and freight operators and Network Rail to succeed by delivering better services for their customers. This ultimately benefits taxpayers and the economy. Their work is focused on four transformational portfolios: Today s railway - improving punctuality, reliability and value for money Customer experience - modernising ticketing and improving door-to-door journeys Industry reform - improving industry structures to enable excellence Tomorrow s railway - better planning for the railway s future Source: Source: City Council City Council published a third local transport plan covering the period 2011 to This aligns the plan with the city s emerging local development framework. The Council s vision for transport is as follows: To provide and develop a safe and efficient transport system that contributes to the social, environmental and economic wellbeing of the residents, businesses and visitors to the City and provides equal opportunities for everyone to access key services using, where possible, green alternatives to the private car. This vision has been expanded into the following local objectives: LOCAL TRANSPORT OBJECTIVE 1

8 To ensure that good levels of accessibility, especially by public transport, are integrated with planned changes to the City in the health, housing, education, and employment sectors. LOCAL TRANSPORT OBJECTIVE 2 To maintain and improve road safety on the City s road network. LOCAL TRANSPORT OBJECTIVE 3 To help facilitate the regeneration of the City and the expansion of the Port of in a sustainable manner. LOCAL TRANSPORT OBJECTIVE 4 To promote a healthier City through improving air quality and encouraging active travel. Humber Local Enterprise Partnership The Humber Local Enterprise Partnership sees business, education and the four Humber local authorities working together to promote and develop the area surrounding the Humber Estuary and provide strategic economic leadership to create jobs and deliver growth. The priorities of the LEP are: A skilled and productive workforce To meet the LEPs 2020 Skills ambition, they will create a vibrant environment that inspires young people and adults to maximise their own potential, recognising current and future career opportunities, supported by excellent labour market intelligence and by appropriate careers education, information, advice and guidance (CEIAG). An infrastructure that supports growth Good infrastructure underpins the LEPs strategy for local businesses, allowing them to thrive and to attract new investment into the region. The LEP are working to overcome potential barriers to growth and collaborating to deliver major projects, from building flood defences to road and rail links. Thriving successful business The Humber is a great place to start or grow a business. The LEP are working to ensure that business can access the support and finance they need to grow, create jobs and take advantage of new investment opportunities. Sustrans Sustrans are a national charity helping to make travel by foot, bike or public transport more popular for everyday journeys. They work across communities, with policy-makers and other organisations to help people choose healthier, cleaner and cheaper journeys, contributing to better places and spaces to move through and live in. Their vision is that by % of local journeys will be made by bike, foot or public transport, double the current figure of 40%. Improving the accessibility of TPE s railway stations can clearly help reduce the need to travel by car and increase the proportion of journeys undertaken using more sustainable modes. Sustrans works to develop the National Cycle Network, which is series of safe, traffic-free paths and quiet on-road cycling and walking routes that connect to every major town and city. The Network passes within a mile of half of all UK homes and now stretches over 14,000 miles across the length and breadth of the UK.

9 Site Audit: Station Facilities Station Opening Hours and Staff Provision First Service Last Service Departing Arriving Departing Arriving Staffed Hours Booking Office Hours Monday to Saturday 05:20 06:13 23:00 23:31 05:30-20:00 24 Hours Sunday 08:35 10:49 22:07 23:39 08:15-19:15 Ticket Buying Facilities Booking Office 5 Windows (low counter) Ticket Vending Machines Available on the Station Concourse Purchasing tickets on the day Purchasing advance tickets Season tickets weekly Season tickets monthly Season tickets quarterly Season tickets annual Purchasing railcards Collecting pre-paid tickets Gatelines & Revenue Protection There are no fixed gatelines installed within the station. There is no revenue protection presence within the station except when requested to support major events. Tickets are checked on board the train by the conductor. Waiting Facilities Concourse There is a new waiting room on the station concourse, adjacent to the platform access. Toilet facilities are accessed through the waiting room. Platform 3 and 4 There is a customer waiting room on platform 3 and 4. Benches are available on all platforms. Toilet Facilities Customer toilets are available on the station concourse, accessed via the waiting room.

10 Help and Information Inside the Station Customer Information Screens Customer Information Screens with train service details are available on the concourse, in the booking office and on each platform. Automated announcements keep customers informed of train services along with safety and security advice. Local teams have the ability to make changes to the information which is displayed and can make manual announcements where necessary. The announcements at this station are turned off in the evening due to the proximity of the station to local housing. Information Desks / Points There is a dedicated information point on the station concourse, next to the Analby Road station entrance. Customers requiring help and advice are advised to make their way to the information point, or when this position is not available, visit the station supervisor s office on platform 2, or the station booking office. Customer Help Points Customer help points are available on each platform at this station and on the station concourse. Plans are in place to increase the number of help points at TransPennine Express managed stations, and to place help points within a number of the station car parks. Maps A map of the local area is displayed at each station entrance. This poster also gives onward travel information including bus routes and local taxi suppliers. Leaflets and Timetables There are a number of leaflets which are mandated to be displayed within our stations. These are displayed for each Train Operating Company who operates services from the station. Timetables for services to/from this station Passenger Charter Delay Repay Complaints Form Making Rail Accessible Helping Older and Disabled Passengers In addition, at our stations we seek to provide leaflets relating to: Blue Assist Cycle Policy Onward Travel (including PlusBus) Local attractions Other leaflets are available on request from station staff, or from Customer Relations.

11 Station Accessibility Step Free Access Accessible Toilet Accessible Booking Office Counter Hearing Loop Accessible Ticket Vending Machine Staff Help Customer Help Point Station Wheelchair Luggage Trolley Ramp for Train Access Tactile Paving at Platform Edges Full Step Free Access There is step free access throughout the station. Yes Yes Yes Hearing loops are fitted within the booking hall, and on each platform to help with announcements. Yes There are ticket vending machines located on the station concourse. The ticket vending machines features an accessibility symbol which moves the screen content down the display to make it easier to use for wheelchair users. The ticket vending machines also feature a wizard who can be called to assist customers who may encounter an issue and require some help and guidance. Yes Staff help is available during staffed hours at the station. Staff can provide assistance within the boundaries of the station. Yes Customer help points are installed on each platform and on the station concourse. The customer help points are answered by the TransPennine Express control team. The help points are covered by CCTV so the control team can see the user whilst providing help and guidance. Yes No Yes No Retail Outlets WHSmith Starbucks London Road Café Other Facilities available at the Station The station is covered by CCTV throughout Free to use Wi-Fi is available throughout the station

12 Site Audit: Accessibility by Bicycle In all of our Station Travel Plans, we have used the Sustrans website and details of the National Cycling Network to carry out an initial survey of the cycling routes which are available near our stations. The site audit then looks to identify where signage and other local routes exist which require documenting or developing. Cycle Routes Traffic Free Route (National Cycling Network) On Road Route (National Cycling Network) Traffic Free Route (Not on the National Cycling Network) On Road Route (Not on the National Cycling Network) Source:

13 National Cycling Route 65 National Route 65 of the National Cycle Network runs from Hornsea to Middlesbrough and also forms a part of the Trans Pennine Trail (east) cycle route between Selby and Hornsea. The route is fully open and signed. National Cycling Route 1 A long-distance cycle route connecting Dover and the Shetland Islands - via the east coast of England and Scotland. Section 4. Fakenham to miles The route continues through Norfolk via King's Lynn and then through Lincolnshire, departing its proximity to the coast after Boston, taking in Lincoln and heading finally to Kingston-upon-. The route is detailed on the to Fakenham page. Section 55. to Hunmanby - 60 miles The section between and Humanby is just over 58 miles and is mainly on quiet roads, passing through the East Riding area of Yorkshire. You ll see some of the wonderful landscape that inspired David Hockney with a gently rolling route that travels past the towns of Beverley, Driffield and Bridlington and on to Hunmanby, south of Scarborough. Route 66 National Cycle Route 66 runs from central Manchester to Spurn Head via Bradford, Leeds, York, Beverley, and Kingston upon Section 8. Cottingham to (east side of) Kingston upon National Route 66 skirts the north of before heading towards the centre on a disused railway line. It heads off towards Spurn Head on another disused railway line, currently ending at Salt End. Near the Station Ferensway benefits from marked cycle lanes, leading to/from the station. There is also ample cycle parking around the front of the station and in the town centre, making it easy for cyclists to take their bike with them wherever they go in the town. The main cycle routes which form part of the national network pass close by the station, but there is no distinct link. Cycle Signage The national cycle routes in the town are signed, but there is no signage from the station to pick up with these routes. Within the station, signage will be updated to show the location of the new hub when completed.

14 Cycle Parking TransPennine Express has received funding from the DfT to consolidate all cycle parking at the station into a single purpose-built facility, set to open in Summer From this time, all other facilities will be removed. Platform 2 Spaces 30 Storage Type Security Utilisation 55% Weather Protection Sheffield Stands Covered by CCTV Protected from the elements by the platform canopy Platform 7 Spaces 50 Storage Type (40 spaces previously removed due to under usage) Sheffield Stands Security Utilisation 6% Weather Protection Covered by CCTV Protected from the elements by the platform canopy TravelExtra Spaces 160 (Closed from November 2017) Storage Type Two-Tier Racks Security Utilisation 5% Weather Protection Staffed, Covered by CCTV The hub is located within the station buildings and is accessible both from the concourse and station entrance. Cycle Hire The cycle hire facilities at the station are currently unavailable, but are set to be reinstated with the opening of the new cycle hub, scheduled for summer 2018.

15 Site Audit: Accessibility by Bus Bus Stops Selby railway station is well positioned close to the bus station, giving good links to surrounding towns and villages. The bus station is comprised of a number of stands along the road sides, with small shelters. Longer term there are aspirations to make changes to the bus station to improve facilities and encourage a greater transition between bus and rail. Bus Routes There are a range of bus services available, connecting with surrounding towns and villages. Bus services are also available for longer distance journeys, offered by National Express, Megabus and charter holiday services. City Council have produced a very useful route map and service summary leaflet which gives a clear view of where bus services are available to connect customers with their destination. This can be found at RANSPORT/BUSES/HULL%20BUS%20MAP%202016_0.PDF This map also contains details about Simplibus, the key combination of bus services operating in to connect to the most popular destinations.

16 of the date of publishing. Station Travel Plans will be updated and republished on the anniversary of the publishing date above.

17 of the date of publishing. Station Travel Plans will be updated and republished on the anniversary of the publishing date above.

18 Site Audit: Accessibility by Car Motorway and A Road Links Selby is well connected by road, with the A63 as the main route in and out of the city from the West, connecting with the Humber Bridge and A15 giving a route to the south, and the M62 offering routes to the A1M, M180 and other key motorways serving the region. Major A roads connect to Scarborough (via Bridlington) and York to the North. Source: Google Earth Local Road Links The A63 passes within close proximity of the station, giving easy access for those travelling to the station from surrounding villages. The A1079 serves a similar purpose for those travelling into the city from the North. Traffic can be quite heavy around the junction where these two roads intersect as these are the two main routes in and out of the city. Source: Google Earth

19 Road Access to the Station The majority of the roads surrounding the station are dual carriageways, with a number of routes being specified for buses only, which could be confusing for drivers unfamiliar with the area, however signage to the station car parks is good. Road access to the station is available from Analby Road to the south of the station, or via St Stephens Street to the West of the station. There is limited access to the station from Ferensway due to the road being a dual carriageway with no designated stopping points for the station. Ferensway Junction of Station Road and Bawtry Road Access via Analby Road benefits from keep clear markings, however the traffic levels on this road can make it difficult for customers accessing the car park, who must cross two lanes of traffic if they want to head west from the station.

20 Car Parking Provision Car parking provision at Selby station is quite high, however demand continually outstrips capacity, TransPennine Express have looked for suitable locations to provide additional car parking at the station, making use of redundant land behind platform 2 and 3, however this has not returned any opportunities, but more options are being explored with key partners. Station Analby Road Car Park Managed by APCOA on behalf of TransPennine Express Analby Road car park is split, with a mix of railway parking and hotel parking. The car park was re-lined in 2016 to provide a higher quantity of Blue Badge parking, however this is significantly underused and is causing capacity issues. The blue badge bays are also not well positioned in relation to the station entrance.

21 Parking Spaces Parking Tariffs Type Total Ticket Rate P&D Phone Web ANPR Standard 21 Up to 4 Hours N/A Blue Badge 30 Daily (24 Hours) 5.20 Premium 0 Weekly (7 Days) Car Share 0 Monthly (28 Days) Electric Car 0 Quarterly Total 51 Annual Motorcycle 0 Blue Badge FREE Car Park Occupancy Payment Options 100% 80% 60% 40% 75% 67% 66% 69% 66% 69% 67% 67% 62% 62% 62% 63% Average Occupancy Highest Recorded Occupancy 20% 0% P1 P2 P3 P4 P5 P6 Station Main Car Park Managed by APCOA on behalf of TransPennine Express

22 Parking Spaces Parking Tariffs Type Total Ticket Rate P&D Phone Web ANPR Standard 168 Up to 4 Hours N/A Blue Badge 0 Daily (24 Hours) 5.20 Premium 0 Weekly (7 Days) Car Share 0 Monthly (28 Days) Electric Car 0 Quarterly Total 168 Annual Motorcycle 0 Blue Badge FREE Car Park Occupancy Payment Options 100% 80% 60% 65% 65% 61% 54% 55% 55% 58% 59% 55% 51% 51% 52% Average Occupancy 40% Highest Recorded Occupancy 20% 0% P1 P2 P3 P4 P5 P6 Hotel Car Park Managed by Station Hotel Standard Parking Spaces Parking Tariffs Payment Options Type Total Ticket Rate P&D 50 Up to 2 Hours 2.50 Up to 4 Hours 4.00 Up to 24 Hours 7.50 Hotel guests are charged 5.00 per day payable at the hotel reception St Stephens Shopping Centre Multi-Storey Car Park Managed by St Stephens Shopping Centre Large multi-storey car park catering for St Stephens shopping centre and local hotels. Drop Off / Pick Up Points There is a dedicated drop off / pick up location for station within Analby Road Car Park. There are also several Short Stay and contractor parking bays. There is also a tendency for customers to be dropped off and picked up from the main car park in the section under the station canopy where there are blue badge and staff parking bays.

23 Site Audit: Accessibility by Taxi Black Cabs There is a large taxi rank to the front of the station, with access to Ferensway. The rank has recently benefitted from access improvements with the provision of tactile paving, dropped kerbs and waiting barriers. The rank has also been re-lined to improve positioning of vehicles. Mini Cabs / Private Hire Taxis are usually available on a rank. Advance booking is not normally necessary, unless arriving early in the morning or late at night. The principal minicab operators in the area are: Firm Telephone Number Cars Taxis West Taxis (Inclusion of this number doesn t represent any endorsement of the taxi firm)

24 Site Audit: Accessibility by Walking Pedestrian access to Paragon is superb, with clearly identified crossing points in all directions, and easy links to the pedestrianised areas of the town centre, and across to St Stephens Shopping Centre. There are also marked crossing points within the car parks making them easy to navigate. The pedestrian barriers at the pavement edges help to funnel people and prevent them from crossing the busy roads at points other than those controlled by lights.

25 Analysis: Station Usage Station Footfall Full Price Tickets Advanced Fare Ticket Holders 2016/17 Season Ticket Holders Total 2015/16 Total 2016/17 Interchanges 431,644 1,601, ,304 2,383, , ,952

26 Analysis: Customer Feedback NRPS Results The National Rail Passenger Survey is carried out by Transport Focus twice per year, and uses a standardised set of questions to score each train operators services. The results below are for TransPennine Express as a whole, and incorporate scores for those stations where our services call, as well as the stations which we manage. The scores from Spring 2015 to Spring 2016 incorporate scores from the services on the North-West route, including trains between Manchester Airport and Blackpool North, Barrow in Furness and Windermere. In April 2016, these services were remapped to Northern as part of the refranchising process. Scores have not been altered to reflect this. Scores from Autumn 2016 and Spring 2017 do not incorporate these North-West route services. Specific indicators have been extracted from the NRPS results which show the customer view of access to the station. This allows us to evaluate our ability to offer integrated journeys against other train operators in our sector, and across the industry as a whole. Overall Journey Satisfaction Spring 2015 Autumn 2015 Spring 2016 Autumn 2016 Spring 2017 TransPennine Express 85% 83% 87% 84% 86% Long Distance 88% 87% 88% 86% 89% Variance -3% -4% -1% -2% -3% Industry 80% 83% 80% 81% 83% Variance 5% 0% 7% 3% 3% Overall Train Satisfaction Spring 2015 Autumn 2015 Spring 2016 Autumn 2016 Spring 2017 TransPennine Express 83% 82% 82% 84% 86% Long Distance 86% 85% 85% 86% 87% Variance -3% -3% -3% -2% -1% Industry 78% 81% 77% 80% 79% Variance 5% 1% 5% 4% 7% Overall Station Satisfaction Spring 2015 Autumn 2015 Spring 2016 Autumn 2016 Spring 2017 TransPennine Express 86% 87% 86% 86% 88% Long Distance 84% 86% 87% 86% 88% Variance 2% 1% -1% 0% 0% Industry 79% 81% 79% 81% 81% Variance 7% 6% 7% 5% 7%

27 Connections with other forms of public transport Spring 2015 Autumn 2015 Spring 2016 Autumn 2016 Spring 2017 TransPennine Express 78% 78% 71% 78% 79% Long Distance 79% 78% 78% 80% 81% Variance -1% 0% -7% -2% -2% Industry 74% 76% 75% 76% 79% Variance 4% 2% -4% 2% 0% Facilities for car parking Spring 2015 Autumn 2015 Spring 2016 Autumn 2016 Spring 2017 TransPennine Express 50% 49% 46% 51% 48% Long Distance 59% 58% 57% 61% 62% Variance -9% -9% -11% -10% -14% Industry 49% 50% 48% 50% 50% Variance 1% -1% -2% 1% -2% TransPennine Express is operating close to the long-distance scores against most indicators, and outperforms the industry in many. There are a number of indicators however where TransPennine Express is not currently meeting customers expectations, notably Facilities for car parking, which scores significantly lower than other long-distance operators, with a score of just 48% against an average of 62%. This indicator incorporates a number of factors, and is built through responses to a set of questions relating to car park quality, costs and capacity. It is the latter of these which we believe is driving dissatisfaction as we are aware that our car parks have limited capacity, and are often full following the morning peak, meaning that there are limited car parking facilities for leisure travellers arriving at the station later in the day.

28 Shadow NRPS Results The Shadow NRPS is a survey undertaken by TransPennine Express to mirror the Transport Focus survey, and allows us to chart our performance on a more regular basis, and segregate the data in a number of different way. The shadow survey also has a small number of additional indicators above the NRPS survey. Data can be viewed by station, at a quarterly frequency, with data shown from 2016/17 through to Quarter 2 of 2017/18. Q Q Q Q Q Q Overall Station Satisfaction 100% 100% 71% 71% 90% 100% Connections with other forms of public transport 50% 0% 9% 44% 24% 34% Facilities for car parking 100% 100% 59% 56% 60% 44% The car park being safe and secure 100% 50% 0% 57% 64% 81% Due to the small sample sizes involved, the scores can appear volatile, and do not always provide the greatest insight into customer sentiments, however it can be seen that facilities for car parking and connections with other forms of public transport have continued to score lower. Where scores are recording at 0%, this is due to changes within the surveying process where questions were removed from the survey and then reinstated. Shadow NRPS Question Breakdown Within the Shadow NRPS results, we have the ability to carry out analysis by question, with the responses categorised by station. These results are taken from Quarter 3 and Quarter 4 of 2017/18 feedback. The responses to specific questions have been extracted from the survey results where they provide insight into customer behaviours for accessing the station.

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30 Unsurprisingly for a station of s size and positioning, there is a good split of modes being used to access the station. The disappointing figure is for the number of cyclists accessing the station. It is hoped that this will increase with the new facility which is being installed in Similarly, we would expect to see the scores for cycle parking facilities increase from their current results which are very mixed, with some rating these better than others. The scores for connections with other modes, and for car parking facilities are as expected given the proximity of the bus station and the size of the car park at the station. Surprising is the number of people being dropped off by car. This is a high quantity, can so consideration should be given as to whether the drop off facilities are of a high enough quality to cope with this demand.

31 Evaluation: Summary of Findings Since the start of the TransPennine Express franchise in 2016, has seen significant levels of investment, with the creation of a new waiting room, new toilet facilities, and a series of new retail units. These developments have transformed the station, and vastly improved the customer experience. This investment is set to continue throughout 2018 with the creation of the new purpose-built cycle hub in the area behind the new retail units. This will see the Community Junction facility made available for alternative purposes which are under consideration, but will similarly improve the station as previous developments have. The station has a distinct advantage, being co-located with the bus station, and within easy walking distance of the town centre, makes it simple for rail users to get to and from. The large car park provides similarly easy access for those who are slightly further from the station. In terms of integration improvements, the cycle hub will serve as the biggest change this year. Following this, opportunities to be explored could be how Analby Road functions, and whether than suitable changes could be made to improve the layout of the area, with consideration of arrangements with the Hotel. In terms of accessibility improvements, has the advantage of having step free access throughout, however one key feature which is missing is tactile paving. This would need to be pursued with Network Rail, but would be beneficial to users of the station. Similarly, given its size, a tactile map may be a useful addition to the station.

32 Evaluation: Stakeholder Comments Feedback was requested from the following stakeholders: City Council Selby District Council Sustrans Rail Delivery Group TransPennine Express Group Station Manager Humber Comments provided by the stakeholders have been incorporated into the Station Travel plan where possible.

33 Planning: Live Franchise Commitments Committed Obligation Supporting partnerships with other transport providers Consistent with the Franchisee s proposal, in order to increase passenger numbers on the Passengers Services and promote the use of public transport more generally, the Franchisee shall support: (a) partnerships with other transport providers and industry representatives including Passenger Transport Executives relevant to the Franchise, metro and tram operators, other Train Operators, bus operators and cycling organisations; and (b) the implementation and promotion of local ticket schemes allowing the use of multi-modal transport within specified geographic areas Due Date Throughout Franchise Term

34 Planning: Objectives, Targets & Actions Objectives 1. Encourage travel to/from our stations by sustainable methods. 2. Increase awareness of the facilities which are available at our stations and in the surrounding area to support travel by sustainable modes e.g. cycle infrastructure and storage facilities. 3. Make improvements to the facilities at our stations to support travel by sustainable modes to provide a consistent standard across all TransPennine Express stations, adopting industry best practice where possible. 4. Implement innovative solutions to enhance the experience of travelling to/from our stations by sustainable methods. 5. Regularly monitor and evaluate travel patterns to/from our stations to gain an accurate representation of modal share, and use these results to set appropriate targets and monitor the effectiveness of the work being undertaken to encourage travel by sustainable methods. Targets 1. Increased cycle storage utilisation, or, where cycle parking provision is increasing, maintain the utilisation rate pro-rata. 2. Year-on-Year percentage increase for modal share by sustainable methods (initial survey to act as a benchmark for target setting). Actions In addition to the Franchise Commitments highlighted in this document, TransPennine Express has over 400 other commitments which will be delivered within the 7-year franchise period, each of which is designed to revolutionise the train service and improve the customer experience for rail users across the North. A number of these commitments have already been delivered and are already having a positive effect. Full details of all of the franchise commitments can be found on the Department for Transport website. Minor Works schemes are also being developed on an annual basis which seek to improve the accessibility of our stations through the delivery of small schemes e.g. installing handrails and height adjustable booking office counters, or relining car parks to provide additional blue badge parking. The specific works for this station are not referenced in this document. Additionally, specific actions have been identified to supplement these commitments and minor works, and ensure that TransPennine Express is working to offer sustainable transport options for travel to and from its stations. Each action has been written to be SMART Specific Measurable Attainable Realistic Time-bound

35 Action Plan Theme Description Impact Funding Source Deadline Risk Priority Cycling Cycling Car Parking Car Parking Accessibility Accessibility Maximise the benefit of the new cycle hub through promotional events Work with the council and Sustrans to provide cycle route signage to/from station linking with the National Cycle Network. Carry out a review of the car park layout on Analby Road to ensure that the space is being used to maximum benefit. Carry out a review of the station drop off/pick up point to ensure it has sufficient capacity to sustain the levels of usage. Raise awareness with Network Rail the requirement for tactile platform edges to be installed at the station. Work with charities to install a tactile map of the station to assist blind and partially sighted customers to navigate their way through the interchange. Medium TPE May 2018 None High Medium Sustrans May 2018 None High Low TBD March 2019 None Low Low TBD March 2019 None Low High Network Rail None Set Service disruption during works Medium Medium TPE TBD None Medium TransPennine Express Station Travel Plans have been produced in line with guidance issued by the Association of Train Operators (ATOC). All information contained within the Station Travel Plan is correct as of the date of publishing. Station Travel Plans will be updated and republished on the anniversary of the publishing date above.

36 Appendix 1: Station Map TransPennine Express Station Travel Plans have been produced in line with guidance issued by the Association of Train Operators (ATOC). All information contained within the Station Travel Plan is correct as of the date of publishing. Station Travel Plans will be updated and republished on the anniversary of the publishing date above.