Greater Anglia Opiniones 942

Greater Anglia customer centricity hits another low! My journey this morning was meant to start at Woodbridge only to find the train service not operating, and so used alternative transport to Ipswich.

On arrival at Ipswich station told by station staff that the next off-peak train was due in a few minutes on platform 2, so as directed I headed straight to the train.

On boarding the train I stood next to 2 members of staff (including the conductor), the conductor announced over the intercom that off-peak tickets were not valid, as you expect I engaged the staff member (not on the microphone) promptly explaining what had just happened - their response “clearly that’s not your fault”! So I took a seat, only to be engaged five minutes later by the conductor, apparently the conductor had spoken with the station manager and no one wanted to take responsibility for their mistake only a few minutes prior - End result for me an additional £50. Two things here: 1. The level of dishonesty, what’s the harm in saying I made a mistake? 2. @ Great Anglia passing on their mistake to me and creating additional unnecessary expense. In what world is that customer centric and right. Great Anglia, you have CCTV that will clearly demonstrate the interaction, but hey, do you really care about what’s right and fair. Innocent mistake highly likely on his part but where has honesty and customer care gone! 😤😔 As a regular forced user of Greater Anglia I can honestly say - you really need to take a look at yourselves, your behaviour is shocking.

Tuesday 26 May'26. Should take 17:56 train from Cheshunt to Waltham Cross. Came one train at 17:56 ... i jumped on it ... but SURPRISE ... did not stop at Waltham Cross. 😡 Was another train which came late. And like this i gone to Tottenham Hale 😡.
Now waiting for another train to go back at Waltham Cross. 😡
As i said always ... i don't know from where have this train the name of "Greater Anglia".
It is nothing great, all the time late and cancelled.
And like this now this situation to travel without reason wasting the time 🤦🏻🤕😡

This company is the worst.

They change the routes on their trains, presumably because they used AI since nobody working there is smart enough, yet the output from this is evidently still stupid. A consecutive number of London Liverpool Street trains and followed by a Stratford train that now skips stations. Excellent idea! I pay almost £200 a month for the luxury of their stupidity.

On top of this, I pay an additional £50 per month going to Tottenham Hale. Well, I did, but despite the BIG FREEZE, Greater Anglia have increased the return ticket price from my station to Tottenham Hale (and back) from £12.50 to £16.70. Thieves.

The services get worse, the delays still ample, the fare dodgers are still rife, they skip services at my station so I pay the same to have to get more trains, and now on the weekend they are fleecing me when I want to travel to do things for myself.

I think this company, state owned, is a disgrace I think that all of the greedy staff within it are absolute filth.

I was in a bad state as mum had had a nasty fall 10 days ago and was trying best to.cope and juggle work and mum. I live with my mum who is 97 and so its not easy but I do my best to cope with looking after her. I was sure I had managed to book my electronic tickets and so when I arrived there was no tickets showing and had to get the 8.30 am to ipswich then woodbridge. I had 15 mins to get my tickets and was v stressed when I got on the train I had an email to say was I on my way to the UEA for work I do casual exam invig work and I think with the stress of mum being ill and juggling I had not messaged the UEA to say I couldn't make it as was working elsewhere so I felt very bad I hadn't been organised as my anxiety levels were bad and was very upset the train guard Rebecca IP21 on the Thurs 21st may train to ipswich was so kind, caring, calming and tried to help me. It was my error with online electronic tickets as no money had come out of my bank but i think i was overwhelmed. I wanted to try to say that Rebecca IP21 deserves recognition for her kindness she was concerned about me. Beth Reeks

I feel like I've been mugged and had my wallet stolen.

If you are going to use, or have to use, GA Trains and paying for a full price ticket then just buy a ticket at the station - DO NOT buy a ticket online or via the app.

It's a pointless app. It just steals your money.

I decided to buy a ticket via their app and regretted it, so I do recommend no one bothers with the app or online.

It was an off-peak day return ticket at the full price of £11.90 Exactly the same price at the station. No seat reservations, so no loss to GA. The off-peak trains are rarely full anyway.

However, immediately upon purchase the ticket is non refundable!! I couldn't make my journey because my 85 year old Dad had to go to A&E. If I hadn't of used the app I would've bought the ticket at the station and I wouldn't be out of pocket.

But GA won't refund the ticket. So that's me done with trains forever.

I made an online complaint with GA but they have not even responded to it.

Booking reference not available as I've closed my account and deleted the app.

Used the Norwich to London Liverpool Street train today and return.
Travelled off peak so reasonably priced.
Trains very clean and comfortable and polite staff.
A relaxing journey which ran to time.
Travelled to Liverpool last week and wished the trains had been greater Anglia would have been a better journey experience.

In a world where we are quick to complain, I wanted to leave a positive review for the outstanding service that I received when I travelled to Tottenham Hale yesterday.

I was waiting in the main station, ready to get on the tube, however, I noticed one of the Greater Anglia team actively greeting everyone and asking them if they needed help. I had to ask for his name (Patrick), as he was so friendly and he also gave me updates on the tube line service, as I was trying to get to Wembley.

I didn’t know at the time that I would be back at Tottenham Hale three hours later, due to my partner having an accident, but again, Patrick spotted me and was so helpful once again. I was due to travel back home today, but Patrick and the team helped me to get an authorisation letter to travel back to my home station, without any additional payment. It was a very worrying time and the team at Greater Anglia made it just a little bit better. Thank you!

Their delay repay scheme which they tout as reliable recompense for excessively-delayed travel on their services is anything but reliable. I had to threaten to go to the Railway Ombudsman if they didn't reimburse a journey I went on from Stowmarket to Ingatestone, 21st March 2026, which saw me arrive into London three hours late and fearing for my job there. Signalling problem just outside of Ipswich which "Greater" Anglia would have known all about.

Today my wife’s hospital treatment in London taking longer due to being more complex we missed our booked train journey from London Liverpool Street to Uttlesford area. Ticket clerk Sade sorted out a Travel Pass to replace the tickets and get us home.

Bloody shit service always cutting trains out and leaving you stranded waiting for the next one 😡 care about your customers and sort out your system

Shocking service. Prohibitively expensive, trains are filthy, toilets a disgrace when they're not locked. Delays and unsociable behaviour.
I sincerely hope they go out of business and the people who run it get everlasting crabs. Scumbags.

I had a very negative experience using Trainline and travelling with Greater Anglia at Stansted Airport.

I purchased a ticket through Trainline and did not realise a Railcard discount had been applied. The system allowed this without any clear confirmation or verification, which makes it very easy to make a mistake.

At Stansted Airport, I was stopped at the gates and required to pay a penalty fare immediately while trying to catch a flight. The situation felt extremely stressful and pressurised, with no real opportunity to resolve the issue calmly.

The overall experience was overwhelming, and the way checks are carried out made the situation even more uncomfortable. If I had known this would happen, I would have chosen a different airport.

After this experience, I will try to avoid taking trains, as I found the system expensive and stressful, and I will avoid flying from Stansted Airport where possible.

First time getting a train in many years. I know it’d be more than it used to be but I was pretty shocked at how expensive it was. The tickets were also incredibly confusing, I couldn’t find a same day return so I had to get a specific time which isn’t ideal and I bought a direct return ticket and was sent three separate tickets with a a change in Chelmsford.

INSANE prices. Unbearable. How can they advertise locations for family holidays where a return train anywhere out of London costs minimum £20, even to go a few miles down the road is over £5. the prices are unacceptable! It makes our country inaccessible to us! Imagine? It also pressures people to fly because flights abroad, literally to other countries, are far cheaper than going to a different city in the same country. It is sad and it is oppressive. Imagine the strain these prices are putting on families, on people who are already affected by the high costs of living.
These extreme and unreasonable fares are depleting the small joys in life, of being able to visit the countryside, family or friends and are actively contributing to the downward spiral that is, of England.

Train signal got hacked and we are now delayed. You are useless.

Absolutely terrible experience with Greater Anglia.

Before buying my ticket, I asked for help first because I wanted to make sure I was doing the right thing. I was not trying to avoid paying, and I was trying to sort things properly from the beginning. Despite that, the whole situation turned into a complete mess.

I ended up paying twice, which is already ridiculous in itself, but even after that I was still issued a Penalty Fare Notice. So to be clear: I asked questions first, tried to follow the correct process, paid for my journey, then paid again, and still got penalised.

What makes this even worse is the appeal process. I appealed because the penalty should never have been issued in the first place. Instead of properly addressing the actual facts, the response felt like a generic template, repeating general rules about tickets without dealing with what actually happened in my case.

This is what is so frustrating: I made an effort to do the right thing, I paid, and I still ended up being treated like I had done something wrong. Then when I challenged it, the appeal was declined without any meaningful engagement with the situation.

This whole experience has been stressful, unfair, and incredibly disappointing. Based on how this was handled, I have very little confidence in either Greater Anglia’s customer service or the fairness of the Penalty Fare appeal process.

Witnessed the most horrific abuse of a poor woman at Colchester Station by Greater Anglia and Revenue Protection staff on Friday 10th April around 5pm. The woman had a ticket for a train that was delayed, I saw her speaking politely to the man checking tickets, and somehow this escalated to the man shouting at her, telling her that her ticket was no longer valid despite the train not arriving on the platform yet, calling her a very racist word, making very unprofessional comments, behaving like a schoolboy and pulling in his colleagues to insult her. This whole time the woman tried to remain calm but none of the staff allowed her to talk and kept speaking over her. The collective abuse and highly unprofessional behaviour I witnessed by all staff present was shocking. The woman was later on the phone to customer service for a while and during that time both Greater Anglia and Revenue Protection staff kept harassing her even when she was simply sat in the Pumpkin Cafe and in tears from the bullying while still trying to talk on the phone. The woman eventually left the platform and a revenue protection staff followed her for presumably a long while, which seemed highly unnecessary and looked more motivated by an intent to harass a vulnerable woman. No matter the situation, there was absolutely no reason or excuse for staff to behave so unprofessionally and abusively like this towards anyone. I sincerely hope that woman is okay, puts in a complaint, and these racist lunatics working for Greater Anglia and Revenue Protection are dealt with.

Got charged an extra £14.95 because I was told I had the wrong railcard which apparently I didn't. The customer services were terrible, didn't want to help. So beware and don't give them any money. Disgusting

Yet another appalling train journey by Greater Anglia. I make a trip to Londin 1 time a month and 9 times out if 10 the train is late. How can this be described as a train service!!
When will this be sorted out? This is no way to run a business.

Maybe 40% of inspectors are great & helpful but the majority of my experiences have been with officious jobsworths.
Trains are overpriced and crowded and the recebt refund update is cruel - you cannot refund tickets on the day of travel - so when trains are cancelled / plans change you've been shafted.
Delay repay is meant to make up for late trains but has never worked in my experience as you're unable to find the intended train to process the request.