Karl Holbrook considers how open access train operators are flipping the script on UK train travel

Lumo’s all-electric fleet produces significantly lower emissions than planes, aligning with the UK’s Net Zero ambitions

 
Rail is rarely out of the headlines – often for the wrong reasons. High fares, overcrowding, and delays have frustrated passengers for years.

But a growing segment of the sector is flipping the script on what rail travel can – and should – be. Offering budget-friendly fares and some of the highest customer satisfaction scores in the industry, open access operators are quietly redefining the rail experience.

Powered by an entrepreneurial model, they are proving that healthy competition can breathe new life into an industry often criticised for inefficiency and high costs. By prioritising affordability and a customer-first approach, operators such as Hull Trains and Lumo are delivering tangible benefits for passengers – particularly in underserved areas where these private operators are restoring services and adding new links deemed unviable by the traditional rail model.

Martijn Gilbert, managing director of Lumo and Hull Trains, explains: “We offer something different in the UK rail mix, and we’re very proud of our role in contributing to a brighter and better rail sector.

“We don’t directly compete with the franchise operators, instead adding value by filling gaps in the timetable and run services in places where the traditional model has not been able to provide. So we believe we are a great complement to the wider offer.

“Operating in gaps that are generally regarded as ‘off peak times’ and with a very lean model, we can offer cheaper journeys – encouraging passengers to shift from more polluting modes of transport like flying and road travel.”

While open access currently makes up only a small part of the industry, several bids for new routes are under review by the Office of Rail and Road (ORR). Ministers at the Department for Transport have reportedly taken a dim view of some applications, citing, among other things, capacity concerns. But the success of existing services offers a compelling case study in how open access rail can drive innovation, improve connectivity, and deliver better value for passengers.

We’re very proud of our role in contributing to a brighter and better rail sector

Take Lumo, which launched in 2021 with a no-frills, all-electric service between London King’s Cross and Edinburgh on the East Coast Main Line. Its headline-grabbing fares – starting at £19.90 for a single journey – have made rail travel accessible to a broader demographic. By eschewing first-class style seating but offering a single class of service, Lumo has streamlined operations to keep costs low – savings that are passed on to passengers.

“Cost can be a barrier to train travel,” Gilbert explains. “That’s why we’ve focused on making our fares as affordable as possible. Our services enable more people to choose the train and benefit from better access to education, employment, and leisure opportunities.”

Lumo’s growth on the East Coast Main Line hasn’t come at the expense of the franchise operator either. On the contrary, despite Lumo adding 1.4 million journeys onto the line, LNER is now running with higher passenger numbers than pre-Covid levels.

And Lumo isn’t just enticing price-sensitive travellers onto trains – it’s also appealing to the eco-conscious too. Its sub-four-and-a-half-hour journey time between Edinburgh and London is twice as fast as the same trip by road, and its all-electric fleet produces significantly lower emissions than planes, aligning with the UK’s net-zero ambitions. Even its onboard food is 50% plant-based, and the company is paper-free. This sustainability focus has resonated with passengers, who recently gave Lumo a 96% satisfaction rating – unheard of in the industry.

One of Lumo’s bids awaiting approval is for six daily return services between Rochdale and London Euston on the West Coast Main Line. If approved, this would restore a direct link between the town and the capital for the first time in almost 25 years. The three-hour service would be significantly quicker than the current five-hour-plus car journey, cut carbon emissions, and create around 100 new jobs along the route.

If successful, it could mirror the impact seen in Hull following the launch of Hull Trains, which celebrates 25 years in the city this year. Before Hull Trains entered the market, just one daily direct service connected Hull to London. Now there are eight, creating a vital link for both business and leisure travellers.

We have some of the highest customer satisfaction levels

“We’ve seen phenomenal growth in Hull,” Gilbert says. “It’s a real success story that has helped transform the city and communities along the route. Speak to many of the city’s stakeholders, and they’ll tell you that having a reliable link to the capital was instrumental in becoming the European City of Culture in 2017. The University of Hull has seen a 45% increase in international student applications. The impact has been phenomenal thanks to a transport link the state model could not justify.”

The success of Lumo and Hull Trains highlights the potential of open access rail. By introducing competition, these operators have driven innovation, improved service quality, lowered fares and restored services to underserved communities – benefits that extend beyond their own passengers.

But despite their successes, open access operators face significant challenges. Limited access to infrastructure, particularly on congested routes, can restrict their ability to expand services, not to mention an unclear political picture.

However, Gilbert says the opportunities are hugely compelling. “Open access rail is one of the most reliable parts of the network”, he points out. “We have some of the highest customer satisfaction levels and we offer something different in the market.

“We are extremely proud of our part in creating a better rail network of the future.”

Lumo and Hull Trains are proving that open access rail is more than just a niche model. By prioritising affordability, sustainability, and customer satisfaction, these operators are not only winning over passengers but also setting new standards for the industry.

And with the ORR soon set to decide on the new routes, the case for open access rail is pretty clear: more choice, lower fares, and better connectivity – without taxpayer support.

Key benefits of open access

  • Serving underserved towns and cities: One of the biggest advantages of open access operators is their ability to serve communities that have been neglected by subsidised services. Lumo’s planned expansion in 2027 will provide a direct connection between Rochdale, Manchester Victoria, Eccles, Newton-le-Willows, and Warrington Bank Quay with London Euston. This will restore a rail link between Rochdale and the capital for the first time in more than a quarter of a century, offering 1.6 million people a new, convenient travel option.
  • Affordable, no-frills travel: Another key advantage of open access rail is affordability. Lumo’s all-electric, no-frills model offers significantly lower fares than franchised operators on the East Coast Main Line. By streamlining services and cutting unnecessary costs, Lumo has created an accessible travel option without compromising reliability or customer satisfaction. This affordability makes rail more competitive with air and road travel, further encouraging sustainable transport choices.
  • A customer-focused approach: Because open access operators do not receive government subsidies, they must be entirely customer-focused to remain viable. This independence allows them to be more versatile and responsive to passenger needs. Lumo and Hull Trains have built their reputations on delivering excellent service, with both companies scoring 96% in their latest customer satisfaction rating. Whether through digital ticketing, plant-based onboard menus, or efficient approaches to delivering services, these operators are continuously innovating to improve the passenger experience.

 
This story appears inside the latest issue of Passenger Transport.

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