Rail regulator acts on passenger information

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The Office of Rail Regulation has today set out its intention to underpin the rail industry’s initiatives for providing appropriate, accurate and timely information for passengers.

New obligations in the licences of all train companies, station operators and Network Rail will ensure the whole rail network is working together in compliance with an industry Code of Practice to deliver the best possible passenger information.

Office of Rail Regulation (ORR) Chief Executive, Richard Price, said:

“Rail passengers in Britain today rightly expect to receive reliable information so that they can plan their journeys and make sensible decisions when services are disrupted. This is a fundamental requirement, not an optional ‘add on’, and we need to do all we can to make sure the railways deliver.

“I welcome the rail industry’s leadership in developing its Code of Practice for improving passenger information. The code sets out standards for the provision of consistent information at regular intervals, as well as investing in staff training and communications technology. But challenges still remain – only one third of passengers think delays are handled well.

“Providing appropriate, accurate and timely information for passengers requires every train company, every station operator, and Network Rail to work consistently and cooperatively together. If one side fails it can have a significant impact on passengers.

“The new passenger information obligations we propose will allow the regulator to take action against any organisation consistently failing to meet commitments under the industry’s own code. Good performers have nothing to fear. This greater accountability will ensure that poor performers are not allowed to undermine the industry as a whole.

“It is time for passengers to have certainty that, at all times and across the whole network, all parts of the industry are working together to deliver the best information that can reasonably be provided. We look forward to working with the rail industry in their push for further improvements on passenger information.”

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