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Press releases from businesses across the National Express Group.

£1m New Investment Boost for National Express Customers
19 Nov 2010

National Express East Anglia has today announced new investment of £1m in a range of customer service initiatives which will deliver improvements to train and stations presentation and cleaning, enhance communication with customers at key stations and provide some added-value benefits for regular commuters and senior-citizens.

The investment will begin immediately with additional onboard train cleaners and welcome hosts at key stations improving customer service and the travelling environment for customers. The package of improvements includes:

• 20 additional cleaning staff to improve presentation and cleaning on board trains and between journeys
• A new cleaning team improving exterior presentation of trains, complementing NXEA’s additional investment of £2m in new carriage washers at Ilford and Orient Way train maintenance depots
• Enhanced station cleans at NXEA London stations and other key stations
• Improvements in communication and engagement with customers led by the recruitment of a new Customer Information Manager and welcome hosts at key stations including, London Liverpool Street, Cambridge, Colchester, Ely, Ipswich, Norwich and Witham
• Provision of free weekend travel for partners of NXEA annual season-ticket holders
• Production of a new Commuter News publication for season-ticket holders and enhanced at-seat refreshment service for First Class customers on the 07.10 and 07.40 Intercity services from Norwich
• Senior Citizens 2-for-1 travel offer on Wednesdays in the New Year

Andrew Chivers, Managing Director of National Express East Anglia:

“These enhancements represent a significant additional investment by National Express East Anglia in the areas our customers tell us they want to see further improvement. We will improve train cleaning and presentation and communication with our customers. The investment by National Express East Anglia is in addition to the joint agreement with the Department for Transport which will deliver 188 new and additional carriages, initially alongside the December 2010 timetable change.”

Guy Dangerfield, Passenger Focus Manager said:

“Passengers will welcome this package of improvements, in particular National Express’s commitment to improve passenger information and the standard of train cleaning.  Keeping people properly informed is a key part of delivering satisfied passengers, while clean trains are important to how passengers judge if their journey was value for money.”