Greater Anglia Reviews 

I love this train line’s regular lengthy delays!!! They give me the chance to catch up on books, listen to podcasts, and stare out of the window meditating on why nothing in the UK seems to function. Tonight’s lengthy delay was an absolute corker!! Well done team. Keep up the great work

Staff at norwich train station are meant as per guidelines to police those smoking,vaping anywhere on the station&stop/prevent this because smoking, vaping are not allowed legally on stations since 2007, & there are plenty of signs reminding people re these rules.....Rude staff tried to minimise fact people were vaping right next to some people as if it was okay & acceptable - in fact one staff member said we had the issue, which is victimblaming, gaslighting, twisting the narrative, because it is the smoking, vaping people who are the perpetrators & we had a perfect right to rightly speak up&protest against them smoking/vaping, then being abusive towards us not wanting it &pointing out the rules.The staff should have understood such, instead of wrongly critiscing us law abiding nonsmokers, victims of dangerous passive smoking, in a public place that is meant to not allow smoking or vaping.One staff member even went so far as to lie by saying it wasn't their job to police their rules but it truly is part of their job...he claimed they had enough to do!!!!!!This is a very wrong, inappropriate response.Staff at norwich station behaved as if on the perpetrators' sides not the victims....passive smoking causes cancer - we do not want to go in a nonsmoking,nonvaping area to face people wrongly smoking/vaping sitting down next to us, then being insulting,intimidating & abusive as we point out smoking/vaping are not allowed & have not been at any UK station for years as per the law!!!!SHAME ON THIS STATION'S STAFF!!!!

Absolutely the worst piece of shit company that is full of heartless and soulless losers who do everything to ensure they can rip off their customers. The rail prices are unreasonably high, the staff employed are so obviously hired with an explicit goal of revenue protection even the most mind numbingly unfair situations and insane penalties for those who unluckily have transgressed the sacred “terms and conditions”. I had an advance single train from liverpool street to norwich, but due to transport difficulties in London (as usual), I have only been able to take the train that’s 2 hours later - this warranted a 88.9£ fine which is twice more than I paid for a whole return trip!!! Better yet the train was completely empty, so the point on selling premium priced tickets in times of high demand does not make any sense. The staff is rude and is so obviously brainwashed into believing the sacred rules of the “market” and “terms and conditions” as ultimate bastions of fairness. Absolutely unbelievable, can’t believe we live in such a world where we allow unaccountable private companies to extract unlimited value from students like myself.

Delay of 7 minutes Sudbury to Marks Tey compounded to delay of 30 minutes due to missed connection Marks Tey to London Leverpool St. Presumably automated-reconciliation computer does not recognise missed connection and rejects claim. Appealed 12th August. Nothing heard. Called 0345 600 7245 option 3 to get a call centre in you-know-where who are unable to process the claim reference number issued by GA themselves. Asked for manager and received 15 minutes of procrastination from "Chaithra" at 13:30 02/09/2025. Eventually transferred to Mohammed in UK which, incidentally, is 0345 600 7245 option EIGHT. Mohammed did expedite my claim (sitting in the pile somewhere) using the reference number. I asked why I had to COMPLAIM about a complaint. He said that the delay and replay team had "not got around to" the original complaint after 21 days. I asked when they might have got around to it... he did not know or have any idea as to whether I was in a queue or lounging in the waste basket.

The point is, that unless the computer understands your complaint you will be rejected. If you appeal, you really need to remember to pursue your appeal as I got the strong impression that they'd be more than happy to let it lapse (I surmise that there is a "gotcha" you never got back to us clause) or for you to forget or give up on "Chaitra" in exasperation.

Unbelievably poor customer service. The driver, in this instance was not much better as he drove away from Marks Tey (this will be on their CCTV) with 10s of customers pressing the door open button and jaws dropping the length of the platform.

I'm confused by the fact that if I want to travel with my son to London off peak it will cost me £52.40 but if I add a family and friends card to save 1/3 on the cost it suddenly jumps up to £75.60 with discount price being £43.10. The original price jumps up by nearly £25. If I add a veterans rail pass the discount is on the original price which is what I would expect the family pass to be.

Owned by a foreign state and company. Rip off prices and jobsworth stewards that are not serving the pocket. We need to nationalise our railways immediately.

Worst customer service, badly communicating, r in favour of themselves when you make complaints, Tottenham Hale isn’t people friendly, staffs at gate have bad attitude deserves no job, the station is runned by scummy rats who cause you inconvenience to travelling, more so impacting your journey and hide behind their bias corrupted team when address.

Train was delayed by 10 mins, giving 20 mins until arrival, after a long day of travelling went to use the restroom, returned to the platform 5 mins later to be told by staff that it had already been and gone and would have to wait just over and hour for the next service, which was littered with rubbish and the fold away tables had remnants of what I hope was chocolate on them

I bought a ticket for wrong destination and asked if I could change them for correct onses. The customer service responded (2 weeks later) they could ammend the tickets and needed to contact another department where I have been asked to do this and this. At the end they said they could not ammend the tickets.

The companies that have employed the worst candidates don't answer reviews. When Trust pilot say that SOME staff prey on passengers they are not wrong.
I have experience of staff maliciously using phone allegedly to follow/stalk victims of crime on their phones potentially becoming accessories. Known offenders and their associates are known the the railway. In this situation their abuses are so dangerous they can expect legal notice or at least a letter to the CEO because I want and expect childrens safety on railways to be a PRIORITY.

Extremely rude staff member at Ipswich ticket office.
Female, with glasses. Spoke to me in an obnoxious manner, I wanted to say something at the time, but thought the appropriate way to deal with such appalling treatment was to make an official complaint. Received a typically generic response and not even from Ipswich but a centralised 'customer service ' department.
Complete joke!!

I was at the liverpool station and i tapped my card on the counter to go to the trains.( wanted to go to stansted airport) When I arrived at the airport i could not tap again. Turns out I had to buy a ticket and contactless paying does not work. I did not hear any announcements even tough the staff claimed there was. Then I had to pay a big fine. I paid 75 pounds instead of 25!!
Even tough they obviously could have noticed that I was more than willing to pay because I tapped my card at the train station in liverpool!
I am just a student, 22 years old. Obviously thats a big problem for people like me, thats ridiculous!

My experience with @GreaterAnglia on August 11th was absolutely abysmal, and I'm sharing it to save others from the same nightmare!
We've been using our credit/debit cards seamlessly for EVERY train, tube, and bus journey all over London. In fact, we boarded the train at Liverpool Street and validated our entry with our card without any issues, expecting to do the same upon arrival. But to our horror, upon arriving at Stansted Airport, we were told we COULD NOT VALIDATE OUR EXIT with the same cards and were slapped with an OUTRAGEOUS £150 FINE!
This system is a BLATANT SCAM! How can you allow passengers to ENTER a train with a card, only to penalize them for not having a separate ticket to EXIT? They prey on people in a hurry or those who don't fully understand English. We witnessed countless good-faith travelers, just like us, forced to pay these unjust fines.
And to top it all off, @GreaterAnglia DOUBLE-CHARGED me the £150! Two identical transactions of £150 each, minutes apart, on my card. This is unacceptable and, frankly, a disgrace.
@GreaterAnglia – You OWE me a full refund of £150, and you OWE all travelers a transparent and fair payment system! I'm trying to contact them through all possible means, but they're ignoring me.

I was fined at Stansted after travelling from Liverpool Street Station because I didn’t notice the saying “contactless not accepted.” Like most people on public transport, my mind was elsewhere, and I simply tapped my card as usual. The gates opened without any warning or error, so naturally I assumed contactless was accepted for this journey.

Only when I arrived at Stansted was I told it wasn’t – and I was issued a fine. I appealed, explaining that I was new to London, unfamiliar with this rule, and that the gates should not open if the payment method is invalid. They rejected my appeal.

Rather than fixing a flawed system and preventing this from happening to others, they profit from it. They are using people’s momentary inattention as an opportunity to issue fines worth hundreds of pounds.

If it were possible to give less than one star, I would. Constant delays, frequent cancellations, pizz-taking pedantry and refusal to pay for delays despite photographic evidence, dirty trains, barely audible driver annoucements, bloody infuriating see it, say it, sorted insulting recorded announcements, rubbish piled up in bins, toilets out of order or dirty
An insult to every paying passenger

Train was delayed by 35 minutes, not GA fault, Swan on the line apparently.
But oh Delay Repay is dreadful, it’s seems destined to make you give up your claim

I'd stupidly booked the wrong dates for a trip to Liverpool Street. Jack at Diss Station went out of his way to change the dates for us and was very patient and efficient.

Don't sell first class tickets you passengers and the not provide it. Will you give us our money back? No. Seriously be transparent about what you are providing instead of lying.

I used their service for the past 15 years and I must say that the service they offer is top notch!
I have requested refunds due to delays and also on the occasion I purchased the ticket for a wrong date, and they have always fulfilled my requests in timely manner.
Friendly and professional customer service.

Disgusting customer service. I’ve not been able to use the GA or Trainline app for months because of an internal error on their part. This excludes me from using any in-app discounts that I would otherwise have been able to apply to the ticket, and therefore cost me DOUBLE the price when I went to buy a ticket from the station.

So I had to go into the ticket office and ask for a physical ticket instead. I asked for the specific times I could see on the app and requested the same discount, but the woman behind the till laughed at me and said “well it’s not that price here is it so you’ll have to pay more.” She was incredibly rude and unprofessional to say the least and the email correspondence I’ve had about this entire situation has been just as unhelpful and downright disappointing. They said that the staff member in question is “being investigated” but unable to disclose details - so clearly that was a lie to get me to shut up. Unfortunately greater anglia monopolises my local area so as much as I’d like to boycott the company it’ll be quite difficult. I’ll just be avoiding train travel where I can - I’m not putting my money into an absolute scam.