Working in partnership with London TravelWatch

Passenger Voice September 2015: Tell us quickly if snow will cancel our journey!

28 August 2015

Ever had your train journey disrupted by extreme weather? We’re helping the rail industry to better understand passengers’ wants and needs during extreme weather.

Our new research, Reacting to extreme weather on the railways, considers what passengers expect from train companies when the country is battered by snow, wind, or storms.

We have recommended that the rail industry should:

  • provide timely, accurate information so passengers can make informed decisions about their journeys
  • be transparent – help passengers to understand why they are making timetable changes and service suspensions
  • demonstrate that train companies and Network Rail are doing their best on behalf of passengers, despite the weather.

Anthony Smith, Transport Focus’s chief executive, said:

“For the passenger stuck on an icy platform, wondering whether their train will turn up, this research shows the importance of excellent information to help passengers make informed decisions.

“Passengers need to be able to trust their train company and believe that it is on their side.

“It is essential that the recommendations of this report, including recognising passengers’ desire for a normal service during extreme weather, are put into action as quickly as possible.”

This research also found that:

  • passengers’ expectations are high
  • good information has a vital role to play in meeting those expectations when it’s impossible to deliver a normal service
  • the research reveals more about the question of trust in the relationship between passengers and the rail industry, and how critical good communication is in achieving it.

Click here to read the report.

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