Transport User Voice January 2026 – Improving the passenger experience during disruption

27 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. 

As well as carrying out research to better understand what passengers think, we have worked in detail on the ground with two train operators, Great Western Railway (GWR) and ScotRail, observing what happens when something goes wrong.  

We watched how things work in control and customer service centres, monitoring the resulting passenger experience at stations, on trains and online.  

Our research and work on the ground helped us to identify three key areas where we believe the industry should focus its efforts to make things better for all passengers when trains are disrupted, including those with accessibility or other additional needs. 

  • Think passenger – When anything goes wrong on the railway there are two valid and potentially competing objectives: getting the service back to normal and looking after the interests of passengers inconvenienced in the meantime. 
  • Better information – The railway should substantially improve the quality of information during unplanned disruption. Particular focus is needed on providing clear, concise and useful information that helps passengers make an informed choice about what they do when there is a problem. 
  • Keep people moving – When there is disruption, the railway should act decisively to keep people moving to where they want to go. It will mean challenging the idea that action isn’t needed until a delay reaches 60 minutes, even when alternatives could have been offered so people get to work, a hospital appointment or school on time. 

Our latest report contains a detailed set of recommendations to Network Rail and train operators, while also calling on the wider industry review messaging information systems to ensure passengers at stations are provided with clear, concise and useful information. 

In the coming months Transport Focus will use its recommendations to work with the rail industry to help achieve better passenger experiences during disruption. 

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