Harlow MP Robert Halfon continues to tackle Abellio challenge

Politics / Thu 12th May 2016 pm31 01:34pm

FOLLOWING the Which? report in February regarding train franchises across the country, Robert Halfon MP wrote to Abellio Greater Anglia about their poor ranking in the survey.

He has received a letter of response from Abellio addressing his concerns over poor customer satisfaction, as well as compensation schemes.

Robert Halfon said: “I receive a lot of correspondence from residents concerned about the Abellio Greater Anglia service in Harlow and Roydon.

I was concerned about the low ranking of Abellio in the recent Which? survey and wrote to them to address the findings of the report.

I was especially concerned with the difficulty some passengers encountered when trying to obtain a refund for delayed or cancelled services. The letter does address this concern, and Abellio has recognised this is an area they must keep improving.

I hope that the changes mentioned in the letter achieve the best deal for commuters”

The letter outlines a number of rebuttals to the Which? report and show the steps Abellio is making before the end of their franchise to improve customer service on the network.

They said

· The Which? survey was neither very representative nor very scientific. The National Rail Passenger Survey is a much better indicator, with Abellio receiving an 81% satisfaction rating.

· The National Rail Passenger Survey reflects the £40m investment made during the current franchise to improve the train fleet.

· There will be a deployment of 50 extra cleaners, which will help improve station and on-train cleanliness.

· Launch of an online delay/repay system for season ticket holders to claim compensation for delays.

· Compensation will be available by cheque as an alternative to rail vouchers.

· Punctuality on the West Anglia route was 90.9% in the most recent period, which is well above the national average of 89.0%.

The train franchise is up for renewal this year, and the successful bidder for the next franchise will be announced in the summer.

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