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Greater Anglia apologises for service problems

PUBLISHED: 08:51 11 July 2019 | UPDATED: 10:01 11 July 2019

A Greater Anglia train. Picture: Sonya Brown

A Greater Anglia train. Picture: Sonya Brown

Archant

Greater Anglia has apologised after it was forced to hire taxis to take passengers on part of their journeys due to a fault on a train.

Customers took to social media to complain about the service on the Norwich to Sheringham line on Monday, July 8.

Customer Bryan Toovey vented his anger on the Enjoy Sheringham More Facebook group. His main complaint was the lack of information for passengers waiting for a train.

He said: "Why on earth did Greater Anglia spend £1m on a platform that they aren't sending trains to?

"I was at the new platform waiting for the 11.42 to arrive. While there I started chatting to a lady from Wells who was waiting for her friend to arrive from Norwich.

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"'Oh there you are', a voice said. It was her friend. She had arrived from Cromer by taxi because the service train was terminated there.

"On Sheringham's platform there were at least 25 Greater Anglia customers waiting for a train.

"I went to the information screen, which showed a message saying 'Please check your internet connection'. How convenient, and what happened to the box where you pressed a button and could speak to someone and ask what was happening? What a way to treat your customers, Greater Anglia."

A Greater Anglia spokesperson said: "We are very sorry for the disruption on the Norwich-Sheringham line on Monday, July 8.

"This was caused by a fault on a train and as a result, some services were either cancelled, or had to turnaround at Cromer in order to maintain the scheduled timetable and prevent delays getting worse.

"We were able to provide a replacement bus and booked taxis for some customers. We would remind customers affected by delays of over 15 minutes to claim delay repay compensation.

"We know how important reliability and punctuality are to our customers and we're working hard to improve the reliability and punctuality of our existing trains while preparing for our new trains which are due to start coming into service this summer. Last month punctuality on the Norwich-Sheringham line was 92.7 per cent."

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