In what will be seen by some as a tacit acknowledgement that trains are in a pretty poor state, that customer service often falls short of expectations and to perhaps soften the blow of the significant fare increases that are imminent, NXEA has announced a range of measures to improve things as follows:
- 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
- An enhanced station cleaning programme for NXEA’s 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 breakfast 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
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