Greater Anglia has more work to do to meet expectations, report says

Abellio Greater Anglia train. Picture: ANTONY KELLY

Abellio Greater Anglia train. Picture: ANTONY KELLY - Credit: Archant

Train operator Abellio Greater Anglia acknowledged it had more to do to meet customers' expectations as it published its annual report.

The firm has invested more than £40m in initiatives to improve customer experience within the current franchise.

Among these are a £12m refurbishment programme for the intercity trains used on the Norwich to London Liverpool Street line, with plug points, new lighting, carpets, tables and toilets. This work is now more than 80pc complete.

A linked programme to provide more than 600,000 extra standard seats per year on intercity trains between Norwich and London by refurbishing seven catering vehicles is also on course and will be completed later this year, a spokesman added.

The provision of extra sum-


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mer Sunday services between Norwich, Ipswich and Lowestoft, and Norwich and London, were introduced in May 2015.

Additional summer Monday and Friday services were also operated on the Norwich to Great Yarmouth line.

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However, bosses admitted that there was more to be done.

Jamie Burles, managing director of Abellio Greater Anglia, said: 'Our annual report to customers highlights the progress we have made in the issues that matter to our customers and stakeholders – especially performance, customer service and upgrades to trains, stations and information provision.

'In the most recent National Passenger Survey results for autumn 2015, customer satisfaction improved significantly to 81pc, endorsing the investment of more than £40m we are making across the franchise.

'We know there is much more to do to meet and exceed our customers' expectations.

'We remain committed to our sustained and proactive approach to investment in service upgrades, working closely with Network Rail to consistently deliver a more punctual and reliable service, and continuing to improve service standards right through to the end of the current franchise.'

Other work included station refurbishment, with locations including Wymondham.

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