Working in partnership with London TravelWatch

Be clear and be quick – Transport Focus advice to rail operators when passengers face disruption

04 July 2018

“Get the key information to passengers as quickly as you can – and make it useful.”

That’s the message to rail operators after the independent watchdog reviewed how it kept passengers informed during the snow and ice earlier this year.

Guy Dangerfield, head of strategy at Transport Focus, said:

“While the rail industry did reasonably well during the snow and ice, we found a number of ways it could improve how passengers were kept informed. We have made some recommendations and are working with operators to ensure they take them on board, especially during current timetable and heat-related disruption.”

Transport Focus today publishes Passenger information during the ‘Beast from the East’ and Storm Emma, a review of passenger information during the cold spell in March this year.

Recommendations include:

  • if advising passengers not to travel, make it clear which routes are included and passengers’ rights to a refund
  • if advising passengers to use other train companies’ services, let them know if these are also disrupted
  • keep information clear and in Plain English
  • ensure websites can cope with high volumes of traffic.

You can download the report here.

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