AN INDUSTRY award for Greater Anglia has left some rail users "gobsmacked".
Franchise owner Abellio was named 'Train Operator of the Year' at the annual Rail Business Awards for 2012 for punctuality, customer service and station improvements – despite being named the second worst in the country in a poll of 7,500 passengers last month.
The survey by consumer watchdog Which? revealed just 42 per cent of customers were satisfied behind only the First Capital Connect Bedford to Brighton franchise, which scored just 40 per cent.
So the news has puzzled some of its regular users who cannot understand how the judges reached their decision.
David Bigg, chairman of Witham and Braintree Rail Users, said: "I'm in a state of total disbelief, I just can't understand it. Their peers may decide they deserve this award but I can assure them my members, their customers, are not happy bunnies."
According to data collected by the group, which has 400 members, there were 16 major incidents affecting the line between Braintree, Witham and Chelmsford in January alone, including a power cut, disruption from engineering works and four signal failures.
"Our research also appears to show staff numbers have been reduced while facilities are poor, with waiting rooms closed and a lack of heating," David added.
"At the moment there are still several issues that Greater Anglia needs to address. I have no idea how they've managed to get this award for their performance in 2012."
However, Greater Anglia's Dutch owners Abellio say that the accolade follows a 92 per cent satisfaction rate among customers, the highest level for East Anglian franchise for 12 years.
Ruud Haket, managing director of Greater Anglia, said: "I am delighted that barely a year into our short franchise, we have received this independent endorsement of our achievements.
"To be bracketed amongst the leading UK train companies at such an early stage is a tribute to the commitment and dedication of our employees."
Greater Anglia also claims that the Which? survey of last month is far less representative than a recent National Passenger Survey which showed it had one of the most improved performances.
However, one dissatisfied customer is James Thomas, featured in the Chronicle last week, a commuter who is so fed up with the service from Chelmsford to his workplace in Brentwood that he has bought a car instead. The 30-year-old said: "I just find the news about the award extraordinary.
"However, it's important to remember that it wasn't decided by the customers, it's been chosen by its peers."
