Service Improvement Plan

Investing £185 million in your railway

At National Express East Anglia, we aim to provide you with high quality and continuously improving train services. Since the East Anglia franchise began in 2004, we have increased punctuality from 85% to 91%, refurbished over 450 carriages, upgraded many of our stations and improved personal security.

However, we recognise there is a lot more to do to meet your aspirations, particularly for more seats at peak times and a better on-train environment.

That’s why we’re launching our Service Improvement Plan - a major programme to further improve services across our network. The centre piece of this strategy is a series of initiatives agreed as part of a major deal with the Department for Transport in April 2009. The most significant benefit is the introduction of 30 new trains and 17 refurbished trains enabling us to carry over 11,000 extra passengers into London at peaktimes every weekday.

Other benefits include additional train services, extended car parks, better train cleaning facilities and some station improvements. These pages set out the details of our plan which starts this December with extra carriages on a number of key services from North Essex and Suffolk into London. In fact, this first tangible milestone will provide over 28,000 extra seats a week on that route.

We are also working on other improvements and will keep you informed as these upgrades are developed and implemented. In addition, we will continue to play a leading role in developing a positive future strategy for rail services in the East of England.

We’re passionate about providing you with the best possible train service and we will work hard to meet and exceed your expectations. I hope you find this outline of our plan useful as we invest in your railway and implement better services through our Service Improvement Plan.

Andrew Chivers
Managing Director