Lakes Line passengers welcome more stable service but trust needs rebuilding

27 June 2018

‘Buses are doing a job, though we aren’t happy about it – we like the heritage trains though!’

That’s the message from tourists and regular users on the Lakes Line, who also feel that their trust in Northern will take time to rebuild.

Widespread disruption on the Lakes Line got even worse following the introduction of a new timetable last month, leaving passengers with no Northern trains for more than three weeks.

Independent watchdog Transport Focus has been pushing for a return of reliable services and compensation. As part of this it has collected feedback from  passengers to show the real-life impact of disruption.

Chief executive Anthony Smith said: “Our feedback from passengers on the ground shows that trust in Northern has suffered. It must act now to repair this relationship and show passengers that they matter.”

Transport Focus has called for the Department for Transport and Transport for the North to work together with the operator to show they understand the impact the disruption has caused to people’s lives with a generous compensation offer that includes non-season ticket holders.

Download our initial report of passenger feedback here.