David Brown, Managing Director for Northern said: “The results are disappointing but not surprising when we look at the challenges the rail industry, and in particular Northern, has faced in 2018.
“Delayed and overrunning engineering work across the North West, challenging autumn conditions, continued fallout caused by the May 2018 timetable and the ongoing RMT dispute were significant factors. These affected our ability to deliver the level of service customers expect and deserve and we are very sorry.
“Throughout the autumn and into the new timetable, which we successfully introduced in December, we have worked hard to deliver significant improvements. We are now seeing clear signs of a stabilised and more reliable service. This is supported by an upturn in results in our monthly customer satisfaction surveys since November but we acknowledge there is more work to be done.
“Our work to improve the railway in the north of England will continue throughout 2019 when we will introduce the first of our brand new trains. We will also start to remove Pacers from the network and continue to improve our stations and the facilities for our customers.
“We are doing everything we can to find a resolution to the RMT dispute. A conductor will remain on Northern trains and we urge the RMT to get back round the table to agree what this role will look like.”