Cleanliness:

Our fleet benefited from a deep clean which was completed early 2025 and our maintenance depots are tasked with cleaning and customer facing defect resolution on a nightly basis.

The data above is based on our in house survey, customers have two channels where they can provide feedback regarding multiple aspects of the journey (including Cleanliness of the Train)

Email: Passengers who purchased directly from Grand Central are sent an email survey post journey

OnBoard: All passengers on our trains have the option to leave feedback via our Journey Central portal

Cleaning intervals:

Whether you're travelling with us for a short hop or a longer getaway, we want you to feel comfortable and confident on board our trains, which is why we undertake rigorous cleaning procedures. We have three types of cleaning regimens for our trains, from least to most intensive:

• In-transit cleaners travel and clean on select services, performing ad-hoc cleaning as the train is in motion.
• Turnaround cleans are undertaken once a day when a train reaches its terminus, including deeper toilet cleans and rubbish collection.
• Heavy cleans are carried out regularly, with the whole fleet deep cleaned every eight weeks

Air conditioning:

All of our trains are equipped with air conditioning. Should this fail our Senior Conductor will do everything they can to move customers to an alternative carriage.

Air quality:

As Grand Central does not operate any stations, we do not measure this. 

The air filters on our trains are renewed approximately every 60 days as part of their regular maintenance schedule.

Availability of toilets:

All Grand Central carriages are fitted with a retention toilet (meaning we don't vent waste onto the tracks), while Coach F has a larger, accessible toilet for passengers with reduced mobility. 

If the accessible toilet is not available on a particular service, this information will be provided to stations, so passengers requiring them may be informed. This information will also be provided when two or more non-accessible toilets are out of use.