Partly Cloudy

Partly Cloudy

max temp: 4°C

min temp: 3°C

Search

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

10:52 22 January 2014

Archant © 2012

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

shares

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.”

shares

3 comments

  • 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.

    Report this comment

    Disbeliever

    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!

    Report this comment

    Stow72

    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.

    Report this comment

    Johnthebap

    Wednesday, January 22, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

St Elizabeth Hospice launch of a brand new challenge to win your wedding at Glemham Hall

Couples waiting to tie the knot can enter a competition run by St Elizabeth Hospice to have their big day all paid for.

Mick McCarthy, Manager of Ipswich Town shouts instructions Bristol City v Ipswich Town

Ipswich Town boss Mick McCarthy says he is as frustrated and agitated as supporters after this afternoon’s 2-1 defeat at relegation-battling Bristol City made it four losses from five games in all competitions.

Eve Riches' guide dog Jet was attacked while walking from Colchester station to the Sixth Form College where she works.

A blind woman has described the “frightening” moment a Husky attacked her guide dog in Colchester.

The Belstead House in Pinweood, Ipswich.

Frustrated councillors who object to plans to build 155 homes in their parish are threatening legal action against planners.

Former Met police officer Colin Sutton with his dog Jasper

Many might describe Colin Sutton as a ‘proper copper’ - the sort with blue blood running through his family’s veins.

A file  picture of the A14.

A man was taken to hospital after he came off the motorcycle he was riding.

Ellen and her family

There is a nasty rumour going round the playground, writes Ellen Widdup.

A file picture of Suffolk Fire and Rescue Service.

Firefighters were called to a home in Springfield Road in the early hours.

Tim Passmore has vowed to tackle FGM

Police in Suffolk have said tackling Female Genital Mutilation (FGM) and sexual abuse is a key priority, and have vowed to take a “zero tolerance” approach to the issue.

Fun at Sutton Hoo this half-term

For more days out suggestions, see our packed Event guide in the paper every Friday or check out @WhatsonWayne on Twitter.

Most read

Most commented

HOT JOBS

Show Job Lists

Topic pages

Streetlife

Great British Life

Great British Life
MyDate24 MyPhotos24