ISSUE 10 2019 Take a look…
2 Committed
to running a punctual train service
6 No more
rushing for the last train home
“ Amazing” new trains now in passenger service Have you been on one of our brand-new trains which are now in passenger service on some of our regional routes? The first train went into service at the end of July on the Norwich to Great Yarmouth and Norwich to Lowestoft routes – and we’re pleased to say that customers loved it. We’re also running a new train on the Norwich-Cambridge line too. “Amazing”, “fancy”, “sleek and modern”, “quiet”, “luxurious”, “comfortable” are some of the descriptions from the first customers on board.
one of whom, Dominic Lund-Conlon, also carried out final accessibility testing before the new train went into passenger service.
Our brand-new four-carriage bi-mode trains, built by Swiss manufacturer, Stadler, were the first to go into passenger service, replacing some of our old diesel trains. The bi-mode trains can operate using either diesel or electricity. Customers welcomed the USB and plug points, air conditioning, better passenger information screens, fast wi-fi and comfortable seats.
UK manufacturer, Bombardier, is making 111 electric trains for us, to be used on commuter routes into London Liverpool Street from Essex, Cambridgeshire, Hertfordshire and Suffolk. High speed testing has started on our Bombardier trains and the first is expected in service at the end of this year.
Customers using wheelchairs were particularly pleased with the retractable step at every door, which bridges the gap between the train and the platform, making it more accessible not only for wheelchairs, but also for people with buggies, luggage or mobility issues. The train’s accessibility features were designed using valuable feedback from access and inclusion specialists,
You said
We did
Over the coming months, more Stadler trains will go into service across the network, as we replace all of our existing trains with brand new longer trains with more seats.
Watch our video to find out what customers’ reactions to the first new train in service on YouTube.
Find out more here: greateranglia.co.uk/new-era greateranglia.co.uk/bombardier
Clearing away old bikes Cycles were being abandoned in Cambridge cycle point, meaning there was less space for the thousands of customers who use it every day. We’ve worked with our cleaning contractor, Carlisle, to clear abandoned cycles from the station and create more space for those who wish to use it.
New trains are here! I can’t tell you how proud I was to see the first of our brand-new trains go into passenger service. The reaction of a boy travelling with his mum and brother on the Great Yarmouth line summed it up perfectly for me. He said to me “Hey mister! Your new trains are really snazzy!” The reactions of customers when they step on board are absolutely brilliant. We’ve started the new trains off on our Norwich-Great Yarmouth, Norwich-Lowestoft and Norwich-Cambridge routes and, as the weeks progress, they will roll out across the network until we’ve replaced every single one of our trains. We’re finding the new trains are completing journeys more quickly on their current routes, for example the first train into Cambridge arrived a few minutes early. That’s because our new trains have faster acceleration and braking. Once we’ve got all of the new trains in place we plan to re-write the timetable to take advantage of those quicker journey times. I know how important it is to our customers that our trains arrive on time. This summer, there have been a few incidents which have affected our service - including the short heatwave in July. But punctuality is still above 90 per cent and I am determined to keep it there. Our joint commitment with Network Rail is a promise to you, our customers, to keep on improving our performance so that more and more trains run on time.
Committed to running a punctual train service Punctuality is one of our customers’ top priorities. This year we have seen record-breaking punctuality on some routes. In the last six months, over 90 per cent of Greater Anglia trains have arrived on time, with figures reaching as high as 98 per cent on some lines. This is a trend we’re determined to maintain and improve, which is why we have made a public commitment with Network Rail to work together to ensure that every effort is made to run a punctual and reliable railway for our customers. The commitment states: “Network Rail and Greater Anglia are jointly committed to improving train performance and putting passengers first. Maintaining a consistently high standard is what our customers expect and deserve from us. We know that every second counts to them, as they rely on the railway to get to work, home, appointments and for leisure, and when something goes wrong, delays have a real impact on their lives. By working more closely together and investing in our route, we can improve both the reliability of our service and the lives of those who live, work and travel on the Greater Anglia route.
Jamie Burles, Managing Director, Greater Anglia
Find more information greateranglia.co.uk/commitment
How are we doing? Punctuality – how many trains run on time* Greater Anglia performance 4 weeks to 22 June 2019
Greater Anglia performance 4 weeks to 20 July 2019 Annual average performance 12 months to 22 June 2019
Annual average performance 12 months to 20 July 2019
2
93%
90.6% 88.7% 88.9%
Responsibility for delays 4 weeks to 22 June 2019
59% Network Rail (including external factors)
14% 28% Other train companies
Greater Anglia
4 weeks to 20 July 2019
55% Network Rail (including external factors)
*Based on Public Performance Measure figures. For more details see greateranglia.co.uk/about-us/our-performance/performance-figures
9% Other train companies
36% Greater Anglia
Digitally-enabled signalling system goes live
Guest article by
Passengers in Norfolk will benefit from a significant upgrade in reliability and safety when a digitally-enabled signalling system goes live after the Wherry lines close for planned engineering works during February 2020. The railway lines between Norwich, Great Yarmouth and Lowestoft are being upgraded to replace the mechanical Victorian semaphore signals – some of the oldest in the country – with a modern, computerised signalling system. The goal for Network Rail is to bring all of its assets into the digital-age and create a safer environment for passengers and rail workers, improve the passenger experience, provide better live passenger information and recover quicker if the system fails.
Guide dogs help train rail staff Volunteers from Guide Dogs ran a training day at Liverpool Street station for Greater Anglia and Network Rail staff. Five volunteers with a range of sight loss, some of whom were cane or guide dog users, spoke to staff about the challenges they face when travelling on trains and how train companies can improve customer service and accessibility.
During the phased 23 days of works, the signals will be switched on and six level crossings at Brundall, Cantley, Lingwood Chapel Road, Lingwood Station Road, Oulton Broad North and Strumpshaw will be upgraded to full barriers with remotely controlled CCTV which will improve safety for level crossing users. Other repairs and renewals work will also coincide with the closure, including bridge replacement and track renewal work. Work will take place over 23 days during three phases starting on Saturday 1 February 2020 that will affect passenger services, with a rail replacement bus service due to operate on the following routes: • Saturday 1 February to Sunday 2 February – between Norwich and Great Yarmouth • Monday 3 February to Sunday 16 February – between Norwich and Great Yarmouth, Norwich and Lowestoft and between Beccles and Lowestoft • Monday 17 February to Sunday 23 February – between Norwich and Lowestoft
Water fountains installed at Ely and Bishop’s Stortford The latest stations where we’ve installed water fountains for customers to fill up re-usable bottles are platform 1 at Ely and in the ticket office at Bishop’s Stortford. Water fountains are now at ten of our stations plus Liverpool Street.
Kindertransport 80th year commemorative trip
How to… speak to a person by pressing a button on a ticket machine Did you know that you can speak to a real person 24/7 by pressing the “Ticket assistance” button on one of our ticket machines? It puts you through to our Norfolk-based team, where an assistant will be able to help you with your enquiry and tell you what buttons to press on the machine to get the best possible deal on your ticket, or they can remotely control the machine for you if that’s what you prefer.
Greater Anglia hosted survivors, family and descendants of Kindertransport Jewish children, who fled Nazi Germany to escape persecution and find safety in Great Britain. 18 people, aged between 54 and 92, re-lived the journey originally made 80 years ago, travelling from Vienna to London, via Berlin, Amsterdam and Harwich. The journey from Harwich to London was organised by Essex and South Suffolk Community Rail Partnership.
Smart way to load up season ticket Android phone users can now use their phone to load season tickets onto their Smart Cards, using the Greater Anglia app. Buy a season ticket online, open the app on your phone, hold the Smart Card to the back of the phone and it automatically transfers onto the Smart Card. Find out more here greateranglia.co.uk/smart-app
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Engineering works in September Please refer to journey planner for full details greateranglia.co.uk
Sheringham
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tl At
Roughton Road Gunton North Walsham Worstead Hoveton & Wroxham Salhouse
ym on
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Ro
W
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c Ec
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Sp oo
ad rd Ha rli ng Ro
Littleport
Peterborough
on
nd
a Br
Th et fo
Downham Market
Limited Service
Sh ipp ea Hi ll La ke nh ea th
Watlington
dh am
Norwich
Kings Lynn
Reedham – Great Yarmouth
Cromer
West Runton
Ely Kennett
Waterbeach Cambridge North
Audley End – Cambridge/Cambridge North
Thurston
Stansted Mountfichet
to Colchester
Bishops Stortford Sawbridgeworth
Hertford East
Rye House
Hackney Downs – Cheshunt Enfield Town
Theobalds Grove Turkey Street
Bush Hill Park
Limited Service Southbury Edmonton Green
Cheshunt
Braintree Freeport
Waltham Cross
White Notley
Tottenham Hale – Waltham Cross
Meridian Water
Bruce Grove
Northumberland Park
Wickford
Battlesbridge
Southminster
Upminster
Shenfield – Southend Victoria/ Southminster Buses replace trains. Sunday 1 September Saturday 7 September Sunday 8 September Saturday 14 September Sunday 15 September Saturday 21 September Sunday 22 September Sunday 29 September
Hockley Rochford Southend Airport
for c2c
Prittlewell
Southend Victoria
Red lines
Ilford
Indicate engineering works taking place all day
Manor Park
Purple lines Indicate engineering works taking place for part of the day only
Forest Gate
Stratford
Greater Anglia Sunday service only Greater Anglia limited service Pindar Creative 18.7.19 (GA91)
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Burnhamon-Crouch
South Woodham Ferrers
Maryland
LONDON LIVERPOOL STREET
Clacton-on-Sea
North Fambridge Billericay
Seven Kings
Lea Bridge
Thorpe le-Soken
Althorne Ingatestone
Emerson Park Romford Chadwell Heath
Cambridge Heath Bethnal Green
00.18 and 00.46 Liverpool Street to Colchester services will terminate at Witham, with a bus running from Witham to Colchester. Monday 9 September Tuesday 10 September Wednesday 11 September
Rayleigh
Goodmayes
London Fields
Kirby Cross Weeley
Whitham – Colchester
Harold Wood
St. James Street Clapton
Frinton-on-Sea Great Bentley
Colchester Town
Buses replace trains until 13.35. Sunday 8 September
Gidea Park
Hackney Downs
Alresford
Chelmsford
Brentwood
Chingford Highams Park
Walton-on-the-Naze
Wivenhoe
Ingatestone – Sudbury/ Colchester/Braintree
Shenfield
Walthamstow Central
Rectory Road
Harwich International
Hatfield Peverel
Wood Street
Stoke Newington
Wrabness
Harwich Town
Witham
Lea Valley/Tottenham Hale trains will be diverted via the Seven Sisters/Southbury Loop all day. Saturday 21 September Sunday 22 September
Tottenham Hale
Stamford Hill
There will be no trains via Southbury/Hackney Downs until 09.50. Trains (including Stansted Express) will be diverted via an alternative route. 07.32 and 07.51 Cambridge to Liverpool Street services will terminate at Stratford. 08.57 and 09.28 Liverpool Street to Cambridge services will start from Stratford. Sunday 8 September
Kelvedon
Cressing
White Hart Lane
Felixstowe
Dovercourt
Mistley
Marks Tey
Braintree
Brimsdown
Trimley
Ipswich
Colchester
Broxbourne
Enfield Lock
Derby Road
Westerfield
to Stansted
Chappel & Wakes Colne
Roydon
Ponders End
Limited Service
Melton Woodbridge
Hythe
Bures
Silver Street
Seven Sisters
Wickham Market
Manningtree
Harlow Town
St. Margarets
Saxmundham
Needham Market
Sudbury
Harlow Mill
Ware
Halesworth Darsham
06.52 Norwich to Liverpool Street service will start from Ipswich. Sunday 29 September 23.30 Liverpool Street to Norwich service will terminate at Ipswich and be replaced by a bus between Ipswich and Norwich. Saturday 28 September Monday 30 September Tuesday 1 October Wednesday 2 October
Stansted Airport
Elsenham
Buses will run between Liverpool Street and Stansted Airport until 07.30. Sunday 22 September
Brampton
Buses replace trains. Sunday 15 September Saturday 21 September Sunday 22 September
Newport
Stansted Express
Lowestoft
Beccles
Ipswich – Norwich
Audley End
23.28 Liverpool Street to Cambridge train will terminate at Bishops Stortford with buses replacing trains to Cambridge. Monday 30 September
Oulton Broad North Oulton Broad South
Great Chesterford
Liverpool Street/Stratford – Hackney Downs
Somerleyton
Berney Arms
Stowmarket
Whittlesford Parkway
Bishops Stortford – Cambridge
Haddiscoe
Dullingham
Shelford
Lines will be closed between Hackney Downs and Cheshunt. Services below that normally run via the Lea Valley/Tottenham Hale will be diverted via the Southbury Loop/Seven Sisters. From 23.15 until 05.00 the next day Monday 23 September Tuesday 24 September Wednesday 25 September Thursday 26 September 04.40 Liverpool Street to Stansted Airport will call at Seven Sisters instead of Tottenham Hale. Tuesday 24 September Wednesday 25 September Thursday 26 September Friday 27 September Until 08.30. Sunday 29 September
Elmswell
Cambridge
Buses replace trains. Sunday 29 September
Reedham
Bury St. Edmunds
Newmarket
Great Yarmouth
Acle
Limited Cantley Service
Buckenham
Diss
Manea
March
Whittlesea
Lingwood
Brundall Brundall Gardens
for Northern England and Scotland
No service, Cantley and Reedham customers for Great Yarmouth to travel via Brundall, no service for Berney Arms. For further advice please use the station help point or speak to a member of staff. until further notice
Operated by TfL
Engineering works in October Reedham – Great Yarmouth
Norwich – Cambridge North
for Northern England and Scotland
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Ely Manea
March
Whittlesea
Cambridge North
Buses replace trains. Saturday 26 October Sunday 27 October
Dullingham
Newport
Stansted Airport
Elsenham
Broxbourne – Audley End/ Stansted Airport
Stansted Mountfichet
Buses replace trains until 09.10. Sunday 27 October
Until 09.15, Hertford East to/from Stratford services will be diverted to start/terminate at Liverpool Street. Stratford to Meridian Water services will be cancelled until after 09.15. Sunday 6 October
Hackney Downs – Cheshunt
Rye House
Enfield Town
Theobalds Grove Turkey Street
The following services are diverted Bush Limited Hill to stop at Tottenham Hale Station Service Park instead of Seven Sisters Station: Southbury 22.51 Cambridge to Liverpool Street, 23.30 Stansted Airport to Liverpool Street, Edmonton 23.45 Stansted Airport to Liverpool Street, Green 23.39 Hertford East to Liverpool Street. Silver Street Monday 7 October Tuesday 8 October White Hart Lane Wednesday 9 October Thursday 10 October Bruce Grove Until 08.10 services that normally run via the Lea Valley/Tottenham Seven Sisters Hale will be diverted via the Limited Service Southbury Loop/Seven Sisters. Sunday 20 October
Mistley
Colchester Marks Tey
Braintree Freeport
Kelvedon
Cressing Waltham Cross
White Notley
Whitham – Colchester
Enfield Lock
00.18 and 00.46 Liverpool Street to Colchester services will terminate at Witham, with a bus running from Witham to Colchester. Monday 21 October Tuesday 22 October Wednesday 23 October
Brimsdown Ponders End Meridian Water Northumberland Park
Witham
Harwich Town
Tottenham Hale
Alresford
Frinton-on-Sea Great Bentley
Colchester Town
22.56 Colchester to Walton-on-the-Naze diverted to Clacton. Change at Thorpe-le-Soken for buses to Kirby Cross, Frinton and Walton-on-the-Naze. 23.18 Liverpool Street to Clacton will be replaced by buses between Colchester and Clacton. Saturday 5 October
Althorne North Fambridge Billericay
South Woodham Ferrers
Wickford
Hockley
Gidea Park Emerson Park Romford
Upminster
Rochford Southend Airport
for c2c
Chadwell Heath
Prittlewell
Ilford
Forest Gate Maryland
Red lines
Stratford services Services to/from Stratford that normally run via the Lea Valley/Tottenham Hale will be diverted and will operate to/from Liverpool Street via the Southbury Loop/Seven Sisters. Saturday 5 October Saturday 26 October Sunday 27 October
Shenfield – Southend Victoria/ Southminster
Southend Victoria
Seven Kings Manor Park
Southminster
Buses replace trains. Saturday 5 October Sunday 6 October Saturday 12 October Sunday 13 October Saturday 19 October Sunday 20 October Saturday 26 October Sunday 27 October
Battlesbridge
Wood Street
Cambridge Heath
Clacton-on-Sea
Rayleigh
Walthamstow Central
Lea Bridge
Thorpe le-Soken
Burnhamon-Crouch
Harold Wood
Highams Park
Kirby Cross Weeley
Colchester – Clacton/ Walton-on-the-Naze
Ingatestone
Brentwood
Chingford
Walton-on-the-Naze
Wivenhoe
Chelmsford
Goodmayes
Stratford
Felixstowe
Harwich International
Hatfield Peverel
Shenfield
Clapton
LONDON LIVERPOOL STREET
Wrabness
Hythe
Cheshunt
Hackney Downs
Bethnal Green
Trimley
Dovercourt
to Stansted
Chappel & Wakes Colne
St. James Street
London Fields
Derby Road
Westerfield
Bures
Braintree
Rectory Road
There will be no trains via Southbury/Hackney Downs until 09.50. Trains (including Stansted Express) will be diverted via an alternative route. 07.32 and 07.51 Cambridge to Liverpool Street services will terminate at Stratford. 08.57 and 09.28 Liverpool Street to Cambridge services will start from Stratford. Sunday 13 October
Melton Woodbridge
Ipswich
Broxbourne
Stoke Newington
Wickham Market
Manningtree
Roydon
Stamford Hill
Liverpool Street/Stratford – Hackney Downs
Buses replace trains. Sunday 27 October
Saxmundham
Needham Market
Sudbury
Harlow Town
St. Margarets
Lowestoft
Lowestoft – Beccles
Halesworth Darsham
Buses will run between Liverpool Street and Stansted Airport until 09.10. Sunday 27 October
Harlow Mill
Ware
Oulton Broad North
Beccles
Sawbridgeworth
Hertford East
Somerleyton
Brampton
Stansted Express
to Colchester
Bishops Stortford
Berney Arms
Reedham
Oulton Broad South
23.30 Liverpool Street to Norwich service will terminate at Ipswich and be replaced by a bus between Ipswich and Norwich. Tuesday 1 October Wednesday 2 October
Audley End
Great Yarmouth
Limited Service
Cantley
Buses replace trains. Sunday 6 October Sunday 13 October Sunday 20 October
Great Chesterford
Buses replace trains until 08.30. Taxis will be provided as required for the 07.25 Norwich to Lowestoft and 07.36 Norwich to Great Yarmouth. Sunday 6 October Sunday 13 October
Acle
Buckenham
Diss
Buses replace trains. Sunday 27 October
Stowmarket
Ipswich – Norwich
Whittlesford Parkway
23.28 Liverpool Street to Cambridge train will terminate at Bishops Stortford with buses replacing trains to Cambridge. Tuesday 1 October Wednesday 2 October
Lingwood
Elmswell
Cambridge
Bishops Stortford – Cambridge
Salhouse Brundall
Haddiscoe
Thurston
Bury St. Edmunds
Newmarket
Shelford
Hertford East – Stratford
Buses replace trains. Saturday 5 October Saturday 12 October
Kennett
Waterbeach
Cambridge – Ely/ Bury St. Edmunds
No service, Cantley and Reedham customers for Roughton Road Great Yarmouth to travel via Brundall, no service for Gunton Berney Arms. North Walsham For further advice please use Worstead the station help point or Hoveton & speak to a member of staff. Wroxham until further notice
Brundall Gardens
Diss – Norwich
Ely– Peterborough
Buses replace trains. Saturday 5 October Sunday 6 October Saturday 12 October Sunday 13 October Saturday 19 October Sunday 20 October Saturday 26 October Sunday 27 October
ad
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c Ec
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dh am
Norwich
ad
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a Br
Cromer
West Runton
Sp oo
Littleport
Peterborough
Sh ipp ea Hi ll La ke nh ea th
Downham Market
Limited Service
rd Ha rli ng Ro
Kings Lynn Watlington
Sheringham
Buses replace trains. Saturday 5 October Sunday 6 October Saturday 12 October Sunday 13 October
Th et fo
Please refer to journey planner for full details greateranglia.co.uk
Norwich – Lowestoft/Great Yarmouth
Indicate engineering works taking place all day Purple lines Indicate engineering works taking place for part of the day only Greater Anglia Sunday service only Greater Anglia limited service Pindar Creative 14.8.19 (GA92)
Operated by TfL
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Meet... Dave Onslow
Cheap deal for Stansted Airport
Having spent nearly two decades on the railway, Dave Onslow knows the network like the back of his hand.
There’s still time to take advantage of a special cheap deal to get to Stansted Airport for a late summer holiday using the Stansted Express family ticket.
Dave started his career at Liverpool Street station, where he worked on the gateline. He then started a lengthy career in revenue protection, and he helped to set up the revenue depot at Liverpool Street in 2012, where he worked as the depot manager. Last October, he started working as an assistant area customer service manager at Colchester station before moving to Chelmsford in February this year. Dave is part of a team which is responsible for the network from Ingatestone to Marks Tey, including Chelmsford and Witham stations and the Sudbury and Braintree branch lines. Chelmsford is Greater Anglia’s second busiest railway station and it welcomed more than 8.6 million people through its doors last year. It has been a busy summer on this part of the network with Chelmsford playing host to Essex County Cricket Club’s 20/20 series, Ingatestone recently celebrating its 175th anniversary, and the ever popular Chappel Beer festival.
Greater Anglia Customer Panels A guest article by Andrew Goffin, Chair of the East Customer Panel Greater Anglia Customer Panels were formed in 2012, consisting of passengers who travel regularly in the East, the West, and the South of the network. We aim to provide feedback to managers and directors of the company on the quality of our experiences, the rolling stock, and stations. Greater Anglia will often ask us our thoughts on policy changes, new services and sometimes operational changes, and how we think they might affect passengers and the services that are offered. The Panels are scheduled to meet every three months to discuss past feedback and upcoming activities, as well ongoing projects, e.g. the introduction of the new trains. We have also invited Network Rail to meetings which gives them an opportunity to explain previous incidents and future projects, and allows us to give them the passenger’s point of view. Over time, the Panel has been instrumental in getting changes made to the website, feeding back in the design process for the new trains, as well as ensuring Greater Anglia remains responsive to operational issues like the cleanliness of the trains. We also meet at other times for special events where we might visit a depot to see how the rolling stock is maintained, and we have been invited to some of the corporate events too. If you have bright ideas or suggestions for improvements you would like the Panel to discuss, please email customerpanel@greateranglia.co.uk, entering East, West or South in the title as appropriate. Please note, this is not an email address for comments about train punctuality, delays, ticket prices or general complaints. If this sounds like something you’d be interested in getting involved with, there is currently an opportunity to join the Customer Panels. If you commute or travel regularly from a station between Cheshunt to Ponders End or between Liverpool Street to Shenfield/Southend and Southminster, we will be pleased to hear from you. To apply, please email customerpanel@greateranglia.co.uk stating why you would like to join the Customer Panel.
The great value ticket means that one adult and up to three children can travel from London to Stansted Airport for just £29.90 return – a saving of up to £44.85 on Standard Class Return price. For two adults and up to three children, the price is barely more than £10 per person at £52 return – a saving of up to £52.65 compared to the price of a Standard Class Return. These special offer fares are available until Monday 30 September for journeys starting from London Liverpool Street, Stratford or Tottenham Hale to Stansted Airport. Stansted Express is the fastest way to travel between central London and Stansted Airport.
No more rushing for the last train home Treat yourself to an overnight trip to London without rushing back on the last train home. With a London Overnight Return, you can return on any train departing Liverpool Street between 9.30am and 12pm the following weekday or any train until 12pm on weekends for just £23 return per person. Combine that with a 2 for 1 deal on London attractions and you can have a great money-saving break. For details about the London Overnight Return go to greateranglia.co.uk/ london-overnight-return. Look on the Greater Anglia website for special offers for London attractions.
Find out more about Greater Anglia If you want more news and updates about Greater Anglia, there are plenty of places you can get them. Follow Greater Anglia News on Twitter @GreaterAngliaPR. Find us on Facebook facebook.com/greateranglia or follow Greater Anglia on LinkedIn. Check out the News Desk section of our website for the latest news articles and blogs greateranglia.co.uk/newsdesk
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