Abellio Greater Anglia attracts more than 70,000 negative Tweets in 12 months

Abellio Greater Anglia train.

Abellio Greater Anglia train. - Credit: Archant

Abellio Greater Anglia has attracted more negative Tweets than any other rail service provider on routes to London, according to latest statistics.

The company, which runs rail services to and from London Liverpool Street through Essex and Suffolk, received 72,861 negative Tweets in the last 12 months – the equivalent of one in six negative complaints from commuters.

The data has come from the latest report by travel monitor website commutelondon.com, which collects feedback using keywords such as ‘angry’ and ‘frustrated’.

The website also identified regular causes for frustration, including delays, cancellations, crime, heating and toilets.

Greater Anglia received 8,000 more negative Tweets than the second most criticised service provider to London, First Great Western, and topped the list of the 14 providers.

Derek Monnery, chairman of the Essex Rail Users Association, believes that a lack of investment is to blame. He said: “The line desperately needs investment, and we desperately need new rolling stock. We have had 11 years of minimal investment, so that’s what you get when you don’t put any money in.”

Trevor Garrod, chairman of the East Suffolk Travellers Association, believes services are at capacity and has impacted on reliability.

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He said: “It’s a problem that has existed for several years. It’s largely an issue of investment in infrastructure.”

However, Abellio Greater Anglia has insisted that it uses feedback to help improve services, with £30million set to be invested into the region’s routes this year.

A spokesman said: “Twitter is a positive way in which we engage with our customers and with over 50,000 followers we are continuing to expand and improve the service.

“Our Twitter team provide immediate updates on train running matters which they can quickly pass on to customers requesting service information and travel advice.

“We also genuinely appreciate the feedback that we receive via social media which helps in our efforts to improve the services we provide.

“In 2015 we are currently investing in over £30m in improving our train fleet, customer service and train performance, and in better train cleaning.”

The company is ranked eighth out of 21 providers nationally for reliability across all services, and is one of the top three most Tweeted-about rail providers along with Virgin Trains and First Great Western, receiving more than 240,000 Tweets a year.