Problems in aspects of operational planning, mistakes with new technology and the roll-out new procedures all played a part in passengers receiving poor information during this winter’s disruption, according to an interim report published today by the Office of Rail Regulation.
ORR chief executive Bill Emery said:
“Passenger information during disruption is once again under the spotlight after another challenging winter.
“Early findings from our independent review show that performance is mixed, and in some areas, poor. Our study shows that the rail industry has some tools in place to deliver useful passenger information during disruption, but some train companies have yet to fully implement the code they agreed over a year ago.
“The report identified a further weakness around retail where it found ticket selling staff did not consistently check that journeys for which they were about to sell a ticket could be completed. Passenger Focus have also highlighted concern about the information passengers receive when buying a ticket. We are clear that passengers can rightly expect to receive accurate information to enable them to undertake their journeys with a reasonable degree of confidence, and the industry needs to take steps to deliver better and more accessible information when services are subject to change.
“The rail industry is working hard to identify causes and learn lessons. Our study will continue, and we will be looking for signs of rapid improvement during any future outbreak of snow.”
