Last week’s Ebor Festival at York Racecourse was not only a feast of top-class flat racing. It was also a shining exemplar of customer experience done right.

Record Attendance Meets Seamless Service

Attendance was up across all four days of the meeting, with rises of 2% on Wednesday and Saturday, 5% on Friday, and 6% on Thursday compared to the previous year. Whether you were a racing veteran or a newcomer, patrons were welcomed warmly, with smooth operations and palpable energy throughout.

York’s Top-Tier Customer Service Reputation Continues

York Racecourse’s commitment to service isn’t new. In the most recent audits by The AA’s Quality Assured Racecourse Scheme, York was among the highest-rated UK racecourses, consistently scoring well above 90%. It was also singled out for delivering one of the warmest welcomes. These accolades align with the enthusiastic praise heard from visitors at this year’s Festival.

Voices from Racegoers:

From the grandstands to hospitality suites, the sentiment was clear:

“One of the best race days we’ve ever been to… polite and friendly atmosphere. Yorkshire hospitality at its best.”

Another visitor remarked:

“The queues are normally well managed … the toilets are immaculate with staff always milling around … Everything seems so clean and well maintained and without exception the staff are friendly.”

Praise for food and service was also widespread:

“The Voltigeur restaurant offered fantastic service and outstanding food … what a fantastic experience we had … service and food quality was outstanding … 10 out 10.”

Why Experience Matters as Much as the Racing

The Ebor Festival showcases some of racing’s oldest and most prestigious contests, from the Juddmonte International to the Ebor, theNunthorpe, The Acomb, The Great Voltiguer and multiple outstanding handicaps. But what makes York shine is the holistic experience around them: communication, hospitality, cleanliness, accessibility, and thoughtful planning.

As one industry leader put it, a day at the races should “offer a fun and vibrant day out whilst watching elite sport,” and York’s approach reflects that ethos perfectly.

A Winning Day On and Off the Track

From rising attendance figures to consistently exceptional visitor feedback, York Racecourse’s Ebor Festival delivered on every front. It struck the perfect balance: high-stakes Group 1 racing paired with warm customer service, spotless facilities, and smooth logistics.

York didn’t just host great races last week. It provided a truly unforgettable experience, reaffirming its status as one of Britain's premier racecourses. Well done to William Derby and his team!