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East Anglia: Passengers give mixed view on the region’s rail services

10:52 22 January 2014

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Passengers using InterCity rail services between East Anglia and London showed the largest overall increase in satisfaction in the country during 2013.

But other aspects of Greater Anglia’s performance remained patchy according to the passenger satisfaction survey run by the government’s official rail watchdog.

The Passenger Focus survey showed that overall satisfaction increased on Greater Anglia between surveys in spring and autumn of last year – but remained lower than it had been during the autumn of 2012.

However on its InterCity route between London and Norwich through Ipswich and Colchester, the overall satisfaction was 91%, one of the highest in the country and showing the largest increase.

And 56% of the passengers using that route felt their tickets offered good or satisfactory value for money, another significant increase.

Overall satisfaction of the company’s services was 80% – three per cent higher than it had been in the spring of last year but three per cent lower than it was in autumn 2012.

One area which does need attention is the state of Greater Anglia’s on-train toilets. The satisfaction level for these fell by seven per cent over the year.

David Sidebottom, acting chief executive of Passenger Focus, said: “Although generally satisfaction has remained fairly high over the last five years, we want to see a more consistently high level of service for passengers, wherever they may be travelling to and from.”

A spokesman for Greater Anglia said Autumn 2013 was challenging for the company because it included the St Jude storm in October which caused disruption to train services.

Ruud Haket, Managing Director, Abellio Greater Anglia said: “We have continued to make some good progress investing in more station improvement schemes, in better customer service and rolling stock upgrades.

“We remain absolutely committed to doing what we can to deliver a better service for customers and in delivering improving levels of train service performance.”


  • According to the Passenger Focus website, 30000 people were canvassed nationally. How that breaks down into Train Companies I have no idea, but statistics say what you want them to say. If I ran a Company that was found to have 20% of its (enforced) customers dis-satisfied, I'd be even more dis-satisfied! For Mr Haket MD (thought he was leaving?) to say "We remain absolutely committed to doing what we can..." is so condascending. Most Business Plans I know strive for perfection, because each mark below that threatens profits and then survival. But that doesn't count when Abellyup Greater Anglia is owned by Dutch Railways and funded by Taxpayers. Its shambolic, monopolistic and ridiculous.

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    Wednesday, January 22, 2014

  • I'd like to know how many people received this survey and how many returned it completed. Our fares in Stowmarket have risen 4.1% in January (more than any other stations on the line but no other competition) yet we've had reduced carriages on the trains every day since November due to train faults. When you are paying almost £6200 a year you expect to get a seat, a decent service on a comfortable train, not one that is over 30 years old (conservative guess!). All in all i feel the service if very poor at present with trains breaking down every day or Network Rail issues. Only another 27 years of commuting until I retire!

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    Wednesday, January 22, 2014

  • Splitting up the railways was a bad idea! A few booking points from personal experience: 1. Online are shown tickets at certain prices. Choose the ticket and be asked for seating choices, etc. Then click 'buy' and be told that the ticket is not available! Look 2 days later and that ticket is still being advertised! 2. Find a ticket online that is cheap and available. Go to the rail booking office; be told it DEFINITELY does not exist (be shown screen to prove it); go back online and buy that 'non-existent' ticket. 3. Buy a ticket from Ipswich to Farnborough and pay £100 plus, or buy one to Manningtree and another from Manningtree to Farnborough for over £40 LESS. But don't want the hassle of changing trains? No problem; you stay on the same train! As long as it stops at Manningtree your ticket is valid and you just stay on it. 4. Go from Liverpool Street to Ipswich off-peak return for about £39. Or go from Ilford (further away and goes via Liverpool Street) and it is about £6 less. 21st century? Dark Ages I think. A country that operates at Third World level.

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    Wednesday, January 22, 2014

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