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West Norfolk train company criticised over timetable changes in report

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Launch of new trains and opening of new Cambridge North Station. (3008948)
Launch of new trains and opening of new Cambridge North Station. (3008948)

West Norfolk's main rail operator has been criticised in an official report for its handling of timetable changes.

An inquiry was launched into the widespread disruption caused by the introduction of new timetables in May.

The report by the Office for Rail and Road, published today, said Govia Thameslink (GTR), the parent company of Great Northern which runs most passenger services between West Norfolk and London, had downplayed the scale of the crisis to stakeholders ahead of the change in May.

It also concluded passengers had been given "inadequate" information during the disruption, adding: "Passengers were denied the opportunity to plan and make informed decisions about their journey."

However, the report said the company appeared to have taken reasonable steps to communicate with the public about the compensation package it was offering to those worst affected by the delays.

GTR chief executive Charles Verner said: “We welcome the investigation and will look at the findings to consider how we can make improvements for passengers."

He said more than 50,000 passengers have already been contacted over compensation.

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