National Express East Anglia today apologised to its customers for the disrupted journeys they suffered this morning and reacted to Network Rail’s failure to return the railway back to normal service following the Easter engineering works.
Morning rail services to and from Liverpool Street were affected by severe delays and many people had to cancel their journeys or take alternative routes to London.
Contrary to a Network Rail media statement, National Express understands that the problems were directly related to the work being carried out over Easter and the planning work that should have been put in place in advance. National Express is now seeking an urgent meeting with the Office of Rail Regulation to discuss this incident and any action that needs to be taken.
Andrew Chivers, Managing Director of National Express East Anglia said, “We apologise to our customers affected by the delays this morning. We know how frustrating this disruption will have been. We had a number of buses available as a contingency for any overrunning engineering work. However, the scale of the problems was only communicated to us in the early hours of this morning, making it extremely difficult to put alternative arrangements in place.
After the New Year overruns, Network Rail gave us assurances that our customers would not face problems following the Easter engineering work. We robustly challenged Network Rail about their engineering work plans prior to Easter and we were assured everything that needed to be done had been done. Once again, we have been let down and this morning's inconvenience for our customers has been unacceptable. We will now seek urgent discussions with Network Rail and the Rail Regulator to get to the bottom of this incident and ensure that whatever corrective action is necessary is taken without delay”.
Customers who wish to seek compensation should contact the National Express East Anglia Customer Services Centre in Norwich on 0845 600 7245 or at firstname.lastname@example.org. We will endeavour to respond to such requests as quickly as possible.
The revised service currently in operation with extended journey times and reduced services between Norwich, Ipswich, Harwich, Colchester, Braintree, Chelmsford, Southend and Shenfield into London is expected to continue for the rest of today.
For further information, please contact:
For further information about this press release, please ring the National Express East Anglia Press Office on 020 7549 5966/65/64 and ask for Peter Meades, Jill Casswell, Ellen Rossiter or Jonathan Denby.
For urgent or out-of-office hours calls, please leave a message by ringing 07623 952612. We’ll get back to you as soon as we can.
All recent press releases can be found on the National Express East Anglia website at www.nationalexpress.com
Notes to editors:
About National Express East Anglia: National Express East Anglia operates services from London Liverpool Street across the East of England. Over 100 million passenger journeys are made on its services each year.
About National Express Group: Around one billion journeys a year are made worldwide on our bus, train, light rail and express coach operations. We deliver services in the UK, North America and Spain. Our aim is to Make travel simpler. Our 40,000 employees are committed to improve the quality of life for all through travel.
About National Express UK: In January 2008, National Express Group PLC integrated its subsidiary companies into one single business, now known as National Express UK Limited. This includes National Express coaches, National Express West Midlands, National Express Coventry, National Express Dundee, National Express East Coast, National Express East Anglia, C2C, National Express Dot to Dot; Kings Ferry; the Midland Metro; Eurolines and Travel London.