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Passengers often report that the information provided by train companies during service disruption...
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Improving the passenger experience when trains are disrupted
22 January 2026
In recent years, the rail industry has made considerable efforts to improve passenger experience during disruption, in terms of its decision making and of passenger information. A lot has been achieved but there is more still to do.
A key part of the Transport Focus 2024-27 business plan is to work with the railway to help improve the passenger experience when things go wrong. This research describes what we have done so far, our high-level conclusions about what needs to change and our intended next steps to help make things better.
It also provides links to two other January 2026 publications – our detailed set of recommendations to deliver improvement and a summary of recent research carried out in partnership with the rail industry.
