The only way is Essex for National Express – but at a cost of £160m

BIRMINGHAM-based public transport group, National Express, has received a major boost to its rail division after the Department for Transport opted to extend its operator franchise for the Essex Thameside service.

However, the deal will see the transport group having to invest £160m in improving services.

The DfT has promised commuters a fleet of new trains for key lines through East London and Essex, which it said would deliver tens of thousands more seats and better journeys.

The 15-year contract will all National Express subsidiary c2c to build on its service performance as it looks to improve journeys between London and the commuter hubs of Barking, Basildon, Southend and further afield.  

As part of the deal, National Express has committed to rolling out a host of passenger benefits costing around £160m.

These include:
•   an additional fleet of 17 brand new trains providing almost 4,800 extra seats;
•   more than 25,000 additional seats for morning peak time passengers every week by the end of the contract;
•   free wifi at stations and on board trains;  
•   an enhanced compensation system, meaning customers who use smart tickets will automatically receive compensation if their train is delayed;
•   over £30m invested in improving stations, including Fenchurch Street and Barking;
•   complete step-free access at all stations, providing improved accessibility for people with limited mobility and parents with buggies and push chairs; and
•   more than 200 new car parking spaces and £457,000 invested in improving cycling facilities and accessibility at stations.

c2c has also committed to hitting tough new targets for punctuality, which means more than 90% of services will be required to reach their destination within one minute of the timetable by December 2018.

Dean Finch, chief executive, National Express, said:  “National Express is very proud of our record on c2c, transforming it from the ‘Misery Line’ into consistently the best performing railway in the country.
 
“We have listened to our customers and local stakeholders and we have challenged ourselves to be at the forefront of innovation. We have identified where to invest to enable c2c to be truly tailored to meet customers’ needs and to pioneer new levels of service not seen in UK rail.
 
“We believe our ambitious plans will transform the franchise again. We will introduce more services, new trains and a ground-breaking Personal Performance Promise. Our ambition is for c2c to stay at the forefront of reliability and punctuality but also set new standards for customer service. Today’s announcement is good news for passengers, taxpayers and shareholders alike.”

Rail Minister Stephen Hammond said: “This deal is all about putting passengers at the heart of our railways. Brand new trains, thousands more seats and millions of pounds invested in stations will mean significantly improved journeys for those passengers who use these services every day. It’s further proof that our long-term economic plan is on track with the taxpayer getting more than £2bn out of this deal.

“The rigorous new processes we have put in place means passengers can have every confidence we have got the right bid for the franchise. The operator is ready to deliver and build on the high standards that customers have rightly come to expect from these vital services.”