Transport User Voice August 2024 – When trains become ‘stranded’
01 August 2024
Improving the passenger experience
A stranded train incident occurs when a train stops for an extended period between stations, for whatever reason. In Autumn 2022, reports of poor passenger experiences during several ‘stranded train’ incidents led to concerns about passenger safety, welfare and customer experience.
Alongside efforts to reduce the incidence of stranded trains, effective management of incidents when they do occur is vital.
We have worked together with the Office of Rail and Road (ORR) to investigate the passenger experience across four case studies in 2023, and to make recommendations for improvement. The research heard directly from passengers involved, as well as from train operators and Network Rail.
During the 70-day research period, 178 trains became stranded – 20 of which led to passengers being evacuated. Of the 20 trains evacuated, six (all linked to the same incident) involved passengers climbing out of trains.
It is encouraging that the industry intends to review and reissue its guidance ‘Meeting the Needs of Passengers Stranded on Trains’ by November 2024. Our research suggests that the review should include an aim for passengers to be rescued (or to restart their journey) within 90 minutes of a train becoming stranded (unless there are clear advantages in their remaining on the train).
We have recommended that the rail industry carries out reviews in several areas including:
- Incident response roles and training programmes: Incident response roles and training programmes should place sufficient emphasis on passenger welfare and customer experience in addition to safety.
- Passengers with additional needs: Whether robust arrangements are in place to identify passengers with additional needs.
- Communications tools: Maximise tools to keep passengers on board stranded trains informed about what is going on.
- Transport and accommodation: Arrangements are strengthened to ensure a reliable supply of buses and taxis at short notice, as well as hotel rooms if it becomes difficult for passengers to complete their journey.
- Staff availability: Sufficient staff can be called to any location required to assist with access to facilities at stations and, among other things, organising food and drink for passengers.
- Emergency supplies: Arrangements to ensure emergency supplies, for example water and foil blankets, are held at strategic locations with processes in place to transport and distribute them at short notice.
Together with ORR, we will bring together senior leaders from infrastructure providers and train companies at an event later in 2024 to discuss the industry’s approach to driving improvements, including how to incorporate lessons from any future incidents.
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