About Us

  • Service employee talks to a passenger

  • Red Abellio bus with cyclist in front

    Abellio London & Surrey - Bus in London

  • Young man wearing headphones on a platform looking at his watch

    Abellio Germany - People on platform

  • Abellio service icons train, bus and bicycle

    Abellio - Train, bus and bicycle

  • the abellio way beyond a-to-b logo

    The Abellio Way - Beyond a-to-b

     
Abellio service icons train, bus and bicycle

Who are Abellio?

175 years of experience has embedded in Abellio a social duty to passengers which extends beyond the journey on one of our trains, trams or buses. The passenger is at the heart of everything we do. The delivery of safe, reliable and comfortable services is the starting point for every transport provider, but that is not enough for Abellio. Our services must play an integrated role in the socio-economic development of the societies we serve.

What are Abellio all about?

The ability to move freely, safely and with ease is a precondition for a healthy, successful and sustainable society. This has always been and will remain the function of public transport in society. For this reason the core focus of Abellio's service offering is on one simple objective: working with all partners to serve the full door-to-door journey requirements of our passengers.

Where would you find Abellio?

Every day 13,000 Abellio people provide safe, easy and reliable public transport for more than a million passengers on our buses, trains and trams.

Our operations span three countries across bus, tram and train services. In the UK we operate buses through Abellio London & Surrey, as well as train services for ScotRail, Scotland's National Railway, Greater Anglia, and Merseyrail in a joint venture with Serco. In Germany we operate Abellio Deutschland, serving communities in North Rhine Westphalia, Saxony, Lower Saxony, Saxony-Anhalt, and Thuringia. 

Why are we doing what we do?

Abellio was established in 2002 by NS, as part of an international strategy to anticipate the effects on the industry of European legislation to liberate rail markets. This has allowed both Abellio and NS to develop an advantageous relationship where best practice is shared on a pan-European scale.
We also share our thought leadership and innovative ideas with the wider industry because we know that, for Abellio to continue to succeed, the transport industry must also thrive. This is our commitment to transport as a whole.

How we work

We are driven to deliver efficient, high quality and innovative services for our passengers and clients. Our philosophy is enshrined within the Abellio Way, a strategic framework that provides a common and collaborative way of working with our clients, stakeholders, and each other.

The Abellio Way: beyond a-to-b

 

Parent Company

Dutch station with two trains

Our parent company, Nederlandse Spoorwegen, has a concession for operating the core rail network in the Netherlands. Nederlandse Spoorwegen develops and operates station hubs and retail facilities, providing end-to-end services and travel information.

Nederlandse Spoorwegen runs 5,500 trains per day on a clockface, regular interval timetable and carries over 1.1 million passengers per weekday. Nederlandse Spoorwegen manages all 380 stations in the Netherlands.

With a punctuality of 93,6% on a five-minute basis, Nederlandse Spoorwegen belongs to the top three of public transport companies in Europe. Over the past few years, the frequency of train services and the range of travel opportunities have increased. Together with partners, Nederlandse Spoorwegen provides a range of other transport modes, enabling a seamless end- to- end journey for passengers.

This has led to an increase in passenger numbers and in customer satisfaction. In the last five years, passenger numbers have increased by over 4%. Customer satisfaction has reached record levels with 75% of passengers ranking Nederlandse Spoorwegen a 7 or higher on a 10-point scale.

www.ns.nl

Best Practice

People getting off a train

Our Best Practice programme provides a platform for exchanging knowledge and expertise across our rail and bus companies and with our parent company, Netherlands Railways.

It gives staff the opportunity to share experiences, develop their capabilities, and build relationships across our family of companies. The programme offers activities such as biannual international seminars, site visits, secondments and workshops, which are managed by Abellio's functional leaders. Its themes are identified by our businesses to suit their own requirements. To date, these have included customer service, CSR, fleet, innovation and cost control. The Best Practice programme is an essential part of our business review process. Founded on the principles of the EFQM framework, we have used it to capture lessons learnt and to improve performance at our rail franchises. It is key to our objective of delivering continuous improvement.

All experts and managers within our operating companies are encouraged to broaden their experience and knowledge through our Best Practice programme, and to demonstrate and develop cultures within their businesses which reflect Abellio's core values.

Focusing on passenger expectations

Metrol Link Tram in Manchester

Abellio’s Best Practice programme plays a central role in ensuring that our transport services improve their competitive position as the most sustainable and preferred mode of transport. 

As customer expectations of service improvements in all areas of their lives increase, so does our commitment to being ever more considerate and innovative in putting them first in our planning. 
Ultimately, this means catering for passengers’ requirements throughout their entire, end-to-end journey and not just for the time spent aboard our services.

Providing for the end-to-end journey

2 people outside of CyclePoint

The principle of meeting the end-to-end journey requirements of our passengers is the foundation of our business approach.

We support our operating companies in delivering this in a number of ways including, improved information provision to passengers and enhancing the quality and accessibility of stations. We also contribute to industry consultations and support the work of organisations such as the Campaign for Better Transport who work tirelessly to promote the benefits of an integrated, end-to-end approach.

Specific initiatives include:

MtoGo

The MtoGo facilities currently opening across the Merseyrail network are another example of sharing best practice with our Dutch colleagues. The stores integrate ticket offices with convenience stores so that busy commuters can combine the purchase of tickets with other grocery or news-stand essentials. The overriding aim has been to improve passengers’ experience of using the railway by offering more facilities at stations, and with eight MtoGo’s and three more planned to open this year the concept has proved a success with staff and customers. The ease of interaction with the customers since staff are no longer behind glass screens and the convenience of picking up essential items when purchasing a train ticket for the passenger saves time and improves service quality.

CyclePoint

At Abellio, our aim has always been to provide transport services which improve the quality of life for passengers and across the communities we serve. The first CyclePoint, which opened in Leeds in September 2010, is a great example of this philosophy and is based on the facilities available to cyclists at Dutch railway stations. 

We believe it is part of our responsibility to make our passengers’ door-to-door journeys as stress-free as possible. By providing secure storage in a purpose built building manned by dedicated staff, CyclePoint removes the anxiety we know passengers feel when leaving bicycles at stations, and its location right next to the entrance makes it much more convenient for cyclists to catch the train. For passengers travelling to Leeds, the CyclePoint rental service provides a new way of completing their journeys. 

 

Our Businesses

Abellio Group Head Office

Abellio Group Head Office is located in Utrecht, The Netherlands. Other Abellio offices are located in Glasgow (UK HQ), London (UK), and Berlin (Germany).

Abellio UK

Established in 2002, Abellio won its first contract, Merseyrail, in 2003 in the United Kingdom transport market. Since then, the company has grown to become a major operator in the UK, adding Greater Anglia and ScotRail to its portfolio. Abellio London & Surrey operates bus services in Central, South and West London and across North Surrey.

Abellio Germany

Abellio Germany is one of the leading public transport operators in Germany, providing bus services in the federal state of Saxony and rail services in North Rhine Westphalia. 

Abellio ScotRail

Abellio now proud to be serving Scotland

Greater Anglia

The Greater Anglia franchise began operating on 5 February 2012 as Abellio Greater Anglia. It provides intercity, commuter and rural train services throughout the East of England, including the Stansted Express. In August 2016, Abellio was awarded the next East Anglia franchise and started operating in October 2016 as Greater Anglia. The franchise will run up to 2025. 

Merseyrail

Merseyrail is an urban network of vital importance to the transport infrastructure of Liverpool and its environs, operating on the Wirral and Northern Lines within Merseyside. It is one of the most punctual and reliable railway networks in the UK, with consistently high scores for customer satisfaction.

Abellio UK HQ

Following the win of the ScotRail franchise, Abellio's UK headquarters have moved from London to Glasgow.

Abellio London & Surrey

Abellio London & Abellio Surrey operates bus services in Central, South & West London and across North Surrey.

Abellio Corporate Travel

Abellio Corporate Travel is a rail booking service that meets the needs of large corporate clients.