Durham-based rail business Holdham Group is celebrating national recognition at one of the rail industry’s most prestigious awards ceremonies, after Bishop Auckland train station was named Highly Commended for Customer Service Excellence at the National Rail Awards 2026.
The accolade placed Bishop Auckland among the very best in the country for customer service, with the station narrowly missing out on the top award in a highly competitive national category.
Chief Executive Luke Holmes was also shortlisted for Outstanding Personal Contribution (Management).
Luke Holmes, CEO, said “Being Highly Commended for a National Rail Award is an achievement of which we should be immensely proud. To have our people and our work recognised alongside some of the very best in the railway is a tremendous honour. We leave even more determined to build on what we have achieved and return stronger next year.
To have a business that was born in County Durham recognised alongside some of the biggest and best names in the national rail industry is an achievement in itself. Our growth has been phenomenal, we are recruiting constantly and we are creating real opportunities for people across County Durham.
Tonight changes the ambition, talent or momentum within Holdham. We leave enormously proud of how far we have come, grateful to have been recognised – and even more determined about where we go next.”
The National Rail Awards 2026 took place on Thursday 17th September at the JW Marriott Grosvenor House Hotel, London, bringing together leading individuals, teams and organisations to celebrate the sector’s standout achievements over the past year.
Known as the Oscars of the rail industry, the National Rail Awards celebrates the individuals, teams and organisations driving improvement across the industry, from customer experience and safety to innovation and infrastructure. The awards are judged by a panel of independent industry experts and attract nominees from all aspects of the industry.
Customer Experience Manager Chloe Lye said “Customer experience is at the heart of everything we do across Bishop Trains and Holdham Group, and to receive national recognition for this is an honour beyond words. This is a testament to the dedication, passion and professionalism of our colleagues, who go above and beyond every day to deliver the very best experience for our customers.
While this recognition belongs to our teams, it is equally important to thank our customers for the trust they place in us. Whether travelling on a short rail journey, enjoying a charter train experience, or joining us for major events such as the Edinburgh Polar Express, their continued support inspires us to keep raising the bar for customer service across the railway industry.”
This recognition comes at a significant moment for Holdham Group. From its base in Durham, the business has continued to expand its team and in-house capability as it takes on increasingly ambitious projects across the UK rail and experiences sector.
This year, Holdham Group will produce and operate the THE POLAR EXPRESS™ Train Ride in Edinburgh Waverley for the first time, with around 52,000 passengers expected to enjoy the experience during the 2026 festive season. This major operation is being delivered by Holdham’s growing team, demonstrating how expertise developed in County Durham is now being deployed on projects of national scale.
The Group is continuing to invest in its people and capability as it grows, while exploring further opportunities across the UK and internationally. This expansion reflects Holdham’s ambition to build on its County Durham roots while creating further opportunities for its local team and establishing the business as a growing force within the rail and experiences industries.
