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Our commitments

You want a safe, comfortable and reliable train service. Find out more about what we’re doing to deliver that standard to our passengers.

What we're aiming for

Over our seven-year franchise, we’re looking to improve every aspect of our customer service experience.

We want to:

  • Modernise the railway to make it easier to use
  • Improve the reliability and capacity of our trains
  • Make our staff more available on trains and in stations
  • Use new technology to keep passengers informed and simplify ticket buying
  • Improve the on board and station environment

It’s an ambitious plan. To get it done we’re thinking big – new trains, automatic ticket gates, new staff roles – and much more.

What we're working on

Deadline date Commitment 
Spring 2017  Ely service half hourly, calling at new station at Cambridge North 
2017  Introduction of 'KeyGo' - enabling holders of 'the Key' smartcard to 'pay as you go' 
2017  Ongoing driver recruitment, aiming to reach a total of 415 qualified Great Northern drivers by 31 December 2017 
2018  Complete the introduction of our new Class 700 trains 
2018  150 new carriages on the Moorgate route 
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