Why One word is so confusing

By Danielle NuttallTRAIN operator One is to stop using its name in station announcements - because they have been leaving passengers confused.One, which operates trains between Norwich and London, said Tannoy announcements - such as “the 7.

By Danielle Nuttall

TRAIN operator One is to stop using its name in station announcements - because they have been leaving passengers confused.

One, which operates trains between Norwich and London, said Tannoy announcements - such as “the 7.20 One service is arriving” - had been causing problems for passengers.

A spokeswoman said: “Our customers have told us that they think some of our services are leaving or arriving a minute later than they actually are.


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“They think, for example, that the Tannoy is saying 'The 7.21 service is leaving', when in fact it is saying 'The 7.20 One service is leaving'.

“To prevent any further confusion we have decided to drop the company name from station announcements.

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“The announcer will now simply say 'The 7.20 service is leaving'. Customers will then be told when they get on the train 'Welcome to the One service to wherever'.”

One was formed last month and is a conglomeration of four previous operating companies - Anglian Railways, Great Eastern, West Anglia and the Stansted Express.

The company is registered as London Eastern Railways, but the spokeswoman said bosses had employed “brandsmiths” to come up with an operating name, and after consultation it had been decided that it would be called One.

Commuters at Ipswich station last nightwelcomed the decision to drop “One” from station Tannoy announcements.

Chris Petty, a senior teacher at Suffolk College, who lives in Halesworth, said: “When I first heard it, I thought it was peculiar and a bit daft.

“I'm okay, but for foreign visitors that would be confusing. It's a good idea to get rid of it.”

Advertising executive, Ian Francis, added: “I don't find it confusing because I know about it, but I know other people certainly seem to panic on the half-hour services.

“It makes sense they are dropping it and, hopefully, they will bring back the Anglia or Anglia local services announcement.”

Richard Goldsmith, who works for Bury St Edmunds-based Travail Employment Group, said: “I understand where passengers are coming from and the confusion, I have noticed conductors have been confused as well.”

The spokeswoman for One said: “We did employ brandsmiths and consulted with customers and staff before deciding upon the name One for the new company.

“By changing the Tannoy announcements, we are responding to customers concerns. We haven't so much had people complaining as customers giving us feedback.

“We are not aware that people have actually missed their trains because of the confusion. They just thought that the trains were a minute later than they actually were.”

n The Rail Passengers Committee Eastern England is asking for passengers to contact them to express opinions about One Railway's service - a month after its launch.

Guy Dangerfield, regional director, said: “A large number of passengers in East Anglia will have been using the One trains. The Rail Passengers Committee wants to hear first hand what passengers think.”

Passengers can send their comments to the Rail Passengers Committee on a feedback form through its website at www.railpassengers.org.uk/Eastern/About_Us/Contacts or by post to Rail Passengers Committee Eastern England, 3rd Floor, Zone 4, Stuart House, City Road, Peterborough, PE1 1QF.

danielle.nuttall@eadt.co.uk

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