The new rail provider for most trains out of Norwich, Greater Anglia, has posted an apology to customers on its website, admitting that its first month in charge had not been up to scratch.

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Greater Anglia took over the regional franchise for intercity, commuter and rural services from National Express East Anglia early in February.

The apology on the website states that it would be the first to admit that its performance had not been to the level expected or demanded by customers.

It continues: “We are committed to improving and we are pleased to say that we have seen improvement in the last few weeks - in the week ending March 10 90.6pc arrived within five minutes.

“We recognise that we need to continue this and would like to apologise for the problems on Thursday morning caused by a late running freight train at Harlow Mill and over-running engineering work between Witham and Chelmsford. “Ensuring our services run on time is important to you and we understand the impact it has when we let you down.”

The rail provider said that it was working with Network Rail to improve the performance of the service and had outlined some of the key issues that had caused disruption as well as highlighting the actions it’s taking to avoid these occurring again.

Before it was replaced, National Express East Anglia registered the lowest satisfaction in terms of value for money and was rated joint bottom in terms of train punctuality.

12 comments

  • We are committed to improving Is any one committed ever to getting worse?

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    Peter Watson

    Sunday, March 18, 2012

  • All trains out of Norwich! Who writes this stuff? They can't get their facts right. Hello - East Midlands Trains runs an hourly service to Liverpool Lime Street, shortening to Manchester Piccadilly and Nottingham later in the day!!

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    Bob Hunt

    Saturday, March 17, 2012

  • Again, just your average, ho hum everyday service in Gt Yawnmouth....

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    fester1902

    Sunday, March 18, 2012

  • Why does everyone say the last lot? As it just appears to be the same old lot with that pathetic spokesman Jonathan Denby continually apologising as much as he did before.

    Report this comment

    John L Norton

    Sunday, March 18, 2012

  • The Dutch operator Abellio, who have taken over the Greater Anglia franchise, actually have a very good reputation in the industry. I wish them well and I think we are going to need to be patient. Most of the service problems are nothing to do with them -- they are to do with faulty infrastructure (Network Rail's baby) or problems with other operators' trains. If they cannot get this shambles of a railway system to work for them, then I doubt that anyone can.

    Report this comment

    Trevor Ashwin

    Sunday, March 18, 2012

  • come on - be fair, give them a chance! look what they inherited!! clapped out - anyone else's rubbish! still have slamdoor carriages, need i say more. o.k., they chose to,but don't decide within a month.

    Report this comment

    biglingers

    Saturday, March 17, 2012

  • The last lot soon got used to apologising too.

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    Peter Watson

    Saturday, March 17, 2012

  • Having travelled on cloggy trains from Schipoll to Rotterdam and vice versa many a time for buisness, all I can say is give this outfit a fair chance please.

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    yarco

    Sunday, March 18, 2012

  • I knew things would soon change with the appointment of a new franchisee. We now have a Dutch firm (Abellio) apologising for operating a rubbish rail service instead of a British firn (National Express). Mind you, they're learning fast, blaming late running freight trains, over-running engineering works and Notwork Rail. Good to see they have something else in common with National EXpress!

    Report this comment

    Norfolk and Good

    Sunday, March 18, 2012

  • Soon our car drivers will face paying for their journey to Londond as the A11 will be part of a privatised road system, expect more rat running and more accidents for the same reasons. Those who try and find alternative routes will use more fuel and time, so the train might be less expensive in future and Abelio has won the bid, because they offered the largest returns for the treasury, nothing to do with ability or our service improvements at all.

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    ingo wagenknecht

    Monday, March 19, 2012

  • Give 'em a chance.,look at the shambles they inherited.National express ran the service into the ground with no investment at all during their time in charge. Clapped out dirty old trains and very very shabby stations. if there is'nt an improvement in the next year or so then start to complain.

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    timmy_two_sheds

    Sunday, March 18, 2012

  • Now the Dutch are seeing the same problems as everyone else in the UK. They really should not apologise for Network Rail's engineering, what Greater Anglia should be doing is embarrassing them further. The problem is Network Rail but no one sees that!

    Report this comment

    Ben

    Sunday, March 18, 2012

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

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