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East Anglia: Rail passengers still don’t feel they get value for money on region’s trains

11:46 25 June 2014

An Abellio Greater Anglia train at Colchester

An Abellio Greater Anglia train at Colchester


Passengers in East Anglia still don’t feel they get value for money from the region’s main rail operator.


But overall the satisfaction with Abellio Greater Anglia has improved over the last 12 months according to the nation’s largest survey of passenger views.

The Passenger Focus survey was carried out between February and April this year, and 2,313 passengers were interviewed on Abellio Greater Anglia trains.

This showed that overall the passenger satisfaction on services had increased since the same period last year, going up from 77% satisfied to 81%. However only 35% were satisfied with the value for money of services, unchanged from spring 2013 and the second worst figure in the country after SouthEastern trains.

Commuters are the least happy travellers, with only 75% being satisfied with their journeys. Business travellers (87%) and leisure travellers (88%) are much happier to let the train take the strain.

And while InterCity passengers from stations in Suffolk, Norfolk and north Essex showed an 83% satisfaction level, those on “Mainline” commuter trains from London to Colchester, Clacton, Harwich, and Ipswich registered only 77% satisfied.

The Mainline commuters are the least satisfied of all – with only 70% being satisfied with the service.

Leisure travellers on the region’s rural services are happiest of all with their trains – 95% are satisfied with their services.

Anthony Smith, Passenger Focus’s chief executive, said: “It is good news that overall satisfaction with Britain’s railways remains steady.

“Congratulations to Abellio Greater Anglia and East Coast for significant improvements. Some other operators have to work hard to recover passenger confidence after difficult periods.”

Jamie Burles, Managing Director, Abellio Greater Anglia said: “It is pleasing that the latest National Passenger Survey shows an encouraging trend of improvement on the two previous surveys and indicates that Abellio Greater Anglia is performing better than the London and South East sector average for customer satisfaction.

“We recognise there is much more to do in focusing on further improvement and consistency in customer service and train service performance, and in key areas that are important for our customers such as rolling stock upgrades.

“The positive customer benefits that will form part of the direct award franchise contract we have agreed with the Department for Transport commencing in July, will include improvements to rolling stock, new and additional train services providing extra capacity and further investment in customer service.”



  • Strange how constructive criticism of this inept Train Company often gets zapped on here? My earlier monologue has disappeared!!!! Shame, as its true and they should be removed for false promises and inability to provide value for money.

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    Wednesday, June 25, 2014

  • ... and the trains are filthy, the windows are covered in ****

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    Wednesday, June 25, 2014

  • £6360 a year to travel between Ipswich and London each day

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    Angry Commuter

    Wednesday, June 25, 2014

  • Definitely do not feel value for money, I pay £5.80 a day for a single from Stowmarket to Bury St Edmunds, I then get crammed into a space by the door as Abelio have reduced the train to two carriages. The trains from Bury to Stow are infrequent also, a train home is either 17:25 or 18:25, I cannot make the 17:25 and do not fancy waiting until 18:25 so my wife picks me up.

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    Robert Ward

    Wednesday, June 25, 2014

  • Despite all the promises and protestations from each new Operator since privatisation, the service now is fundamentally the same or worse. But the prices have gone up and up! They bleat about the infrastructure, working together with Network Rail, setting up Investigations into problems and issues, but nothing changes. Every single day currently, and for some considerable time, their text and email alert services advise of delays, cancellations, short trains and more. The service is unreliable, shabby, poor quality and haphazard. Post-disaster customer service is abysmal despite staff on the ground trying their best. It is obvious that Dutch shareholder dividends are the priority and yet again the rail travellers of East Anglia have been afflicted with a poor quality Operator in Shambellio. When First got in a mess with Great Western, they put all their efforts into making improvements and despite most of their Inter City trains being the same trains as Greater Anguish, the improvement in quality is considerable. If our Railway has to (sadly) stay in private hands, is it too much to expect a professional Operator?

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    Wednesday, June 25, 2014

  • The fares are just to expensive. I took a trip into London for work one day where the fare was more expensive than my entire months commute ( by car) to work and where I stood by the door all the way as there were no seats. If thye service were cheap one would tolerate the poor service, but as it stands it's 3rd class travel at 1st Class prices.

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    Sentinel Red

    Wednesday, June 25, 2014

  • Passengers in East Anglia still don’t feel they get value for money from the region’s main rail operator.... because they don't!

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    Ipswich Entrepreneur

    Wednesday, June 25, 2014

  • Privatisation of the Railways hasn't worked !, you just cannot be paying dividends to shareholders whilst people cannot even travel either to work or just around, actually knowing the service will be reliable and that they will get there in time !

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    Wednesday, June 25, 2014

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

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