We have delivered robust results for the year slightly ahead of our expectations and have achieved high levels of passenger satisfaction in the majority of our businesses. However, we have seen challenges in the year with particular difficulties in the GTR franchise, which has faced operational issues and capacity constraints associated with the Thameslink Programme from the start. This complex franchise, on which more than one million passenger journeys are made every weekday, is being modernised to meet ever-growing demand. Regrettably industrial action has compounded disruption on the network and, as a result, we have not provided the levels of reliability and service our passengers expect. As previously announced our margin on the GTR franchise over the life of the franchise is now expected to be lower than originally forecast.
Your Board is very focused on addressing these issues along with key partners. We are sorry that the introduction of changes, which will be of great benefit in the longer term, is creating inconvenience and hardship for passengers. I appreciate how frustrating and difficult it is when things go wrong.
Your Group has a highly experienced and committed management team with integrity, a clear strategy and a strong focus on improving passenger satisfaction. I believe that, with continued government support, we are well placed to address the challenges and to bring about the improvements in service to which we aspire.
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