MTR Elizabeth line – Transforming Travel Across London

MTR has worked in close partnership with our client, TfL, and multiple partners to deliver an enhanced travel experience for the capital. MTR Elizabeth line’s purpose is to transform rail journeys in London, proud of our unique contribution to keeping our city moving. This focus has guided them to become an award-winning UK train operator, playing a significant role in bringing the new high-profile Elizabeth line into service.

We have transformed the punctuality of the services we operate at MTR Elizabeth line (previously operating as TfL Rail prior the opening of the Elizabeth line in May 2022). With some of the highest punctuality and lowest cancellation rates, MTR consistently outperforms other London and South East train operating companies. Prior to the introduction of our new, modern, high-capacity trains, our performance enhancement programme almost trebled the number of operating miles between technical incidents on our inherited fleet of ageing, 35-year-old trains, whilst our customers benefited from a full train refresh to uplift the cleanliness, condition and space of the interiors.

Our customer and community-centric approach delivers a superior customer experience, helpings to build strong links between the railways we operate and the communities we serve. MTR Elizabeth line has the highest satisfaction of any metro operator in the UK, having delivered some of the largest year-on-year satisfactions increases in the rail industry.  Older stations have been transformed, with a number of major upgrades and improvements to bring them up to the standard of the best metro stations in the city.  Our commitment to our local communities is strengthened through the engagement events led by our dedicated Customer & Community Ambassador team and a workforce that reflects the diversity of our city.

MTR Elizabeth line have developed a robust, long-standing relationship with TfL and drawing on  MTR’s end-to-end railway expertise, have gone beyond the role of a contracted train operator, adding value to our client through the cost-effective delivery of railway and station infrastructure projects, the provision of timetable modelling services to test and validate future timetable specifications and the secondment of senior-level expertise to support the readiness of the Elizabeth line infrastructure operation.