Disruption to train services 25 March

We're sorry for the delays and disruption experienced by many of our passengers on Tuesday 25 March. The engineering work carried out by Network Rail over the Easter weekend involved changes to the track layout at Shenfield. Those changes required consequential changes to the overhead wires and signalling systems. In simple terms, problems with both these tasks meant the work was not completed on time.

We were not advised until the early hours of the morning that problems had arisen and for a period of time it was unclear as to both the extent of the problems and how long it would be before the repairs would be finished. These difficulties impaired our ability to both put in place contingency plans and communicate the revised arrangements that were in place. Until the overhead line work was completed it was not possible to run any trains through Shenfield to London. From 08.40 onwards trains were able to run through to London, but the ongoing signalling fault caused delays and cancellations for the rest of the day.

We are taking the matter up at the highest level with Network Rail and the Office of Rail Regulation to ensure that all possible actions are taken to prevent disruption after similar projects in future. We will also be reviewing our own communication arrangements to see how we can improve our advice to passengers in the event of such incidents.

Passengers whose journeys were affected by Tuesday's problems can claim compensation by contacting our Customer Service Centre at:

National Express East Anglia
Customer Service Centre
Grosvenor House
112-114 Prince of Wales Road
Norwich
NR1 1NS

nxea.customerservices@nationalexpress.com