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2012-11-12 LOR-001


LOROL delivers 300m passengers 5 years of operational excellence

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LOROL delivers 300m passengers 5 years of operational excellence

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12 November 2012
source LOROL
type Press release

London Overground Rail Operations Limited (LOROL) will be celebrating its fifth birthday
and five years of operating the London Overground on behalf of Transport for London (TfL)
on Monday 12 November, five years to the day since the railway was officially launched.

The London Overground has been transformed in to a modern, reliable metro-style railway
following significant investment by TfL and industry leading operational delivery by LOROL.

The past year in particular has seen dramatic improvements following the completion of a
four year investment programme. Old stations have been refurbished with modern facilities,
every station is staffed during operating hours and 951 new air-conditioned trains deliver
industry-leading punctuality and reliability.

This year, LOROL set new standards in rail travel. There have been more than 300 million
passenger journeys* since November 2007 and more than 370,000 passengers are now
carried each day, up 311% on 2007 (90,000). Punctuality reached an all time high in
September (98.96% PPM)** and today, the company is recognised as running the UK’s most
punctual right-time rail service holding a record 89.10% for 12 months to August 2012***.
Passenger satisfaction according to the National Passenger Survey (NPS) is also at an all
time high at 90%****, up from 57% in 2007.

Steve Murphy, Managing Director of London Overground Rail Operations Limited (LOROL),
said: “LOROL’s challenge over the last five years has been to create a world-class transport
system for London from one which had suffered significant neglect. We have met this
challenge head-on and created a network that now provides London rail passengers with
safe, reliable, welcoming and value for money services at all times.

“In just five years passenger numbers have quadrupled with more than 100 million journeys
now being made each year. Passenger satisfaction has soared and punctuality is at an all
time high which is exceptional for a metro style service on which more than 370,000
passenger journeys are made every day.”

TfL’s Chief Operating Officer for London Rail, Howard Smith, said: “London Overground’s
first five years have seen meteoric growth in both the railway network and passenger

“ We’ve extended the Overground to West Croydon and Crystal Palace, we’ve linked
Dalston Junction to Highbury & Islington and soon we’ll cross south London to the major rail
gateway of Clapham Junction.

“We’ve bought a new fleet of 57 new air-conditioned trains, we’ve built new stations,
refurbished old ones with 21st century passenger facilities and we’ve put staff at every
station while the trains are running. In north London, we replaced a signalling system and
tracks that had been in place since Victorian times.

“In short, London Overground is a perfect example of how – if you put passengers at the
centre of everything you do – they will use the services you offer.

“Londoners want a safe, frequent and reliable service to get them around the Capital and
London Overground provides it.”

Over the last five years the London Overground has extended from Highbury & Islington to
Crystal Palace and West Croydon, with a final link in the network from Clapham Junction to
Surrey Quays to be completed in December making the London Overground an orbital
network. At this time, LOROL will take over two further stations – Wandsworth Road and
Clapham High Street – increasing the number of LOROL managed stations to 46.

In LOROL’s fifth year, the company won Public Transport Operator of the Year at the
London Transport Awards and Suburban and Metro Operator of the Year at the National Rail
Awards. Hatch End station on the Euston to Watford line also won Small Station of the Year
at the National Rail Awards.


For further information or an interview, please contact Sara Barrow, Communications
Manager, on 0203 031 9254 or communications@lorol.co.uk.

Notes to editor:

* London Overground Loadweigh report for weeks commencing 8 and 15 October 2012.
** Railway period 6 (19 August – 15 September 2012).
*** LOROL figure from 19 August 2011 – 18 August 2012. Right-time is defined as a train
arriving within 59 second of its scheduled arrival time
*** National Passenger Survey, Spring 2012

• LOROL operates London Overground rail services on behalf of TfL. Linking 20 of
London’s 33 boroughs, it operates more than 950 trains a day and employs 1,200

• LOROL is a joint venture company between Deutsche Bahn AG and MTR
Corporation. The business operates as part of Arriva plc, Deutsche Bahn’s division
responsible for regional passenger transport outside of Germany.
• As part of the concession agreement, LOROL and TfL work closely to deliver high
quality rail services. TfL has a dedicated team working at LOROL’s Swiss Cottage
headquarters to monitor and support LOROL in delivering its concession agreement
with a strong focus on train punctuality and custom [[?]]

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