Transport User Voice – September 2019 – Case study

02 September 2019

Information posters at Wakefield Westgate

Mr M contacted Transport Focus as a large poster has been placed by ticket barriers at Wakefield Westgate station advising passengers not to travel over August Bank Holiday weekend. The poster itself did not make clear that the advice referred to journeys to London Kings Cross only. Mr M stated that Cross Country, East Midlands Trains and Northern, all of which run services from Wakefield Westgate, were not affected by engineering works unlike LNER services, but that this was not made clear.

Mr M contacted LNER who stated that the poster was put in place by Network Rail. Mr M was of the opinion that the poster should either be removed or modified to prevent passengers choosing not to travel to other destinations on other services over that weekend.

Transport Focus approached Network Rail stating that we agreed with Mr M; the poster should make clear that the engineering works referred to on the poster relate to journeys to London Kings Cross only. Given the scale of works going on and given it involves a bank holiday weekend, we requested that the posters be amended to provide more clarity.

Network Rail initially responded stating that more specific information was available via a link on the poster. However, following further discussions they confirmed that their local Community Relations team have produced a new poster which clearly states which services are affected. LNER, who manage Wakefield Westgate station, have now put the new poster up.

Contact from this passenger has enabled Transport Focus to contact Network Rail and bring change for passengers.

At a time when information during disruption is critical, Network Rail also recognised there is an important issue at stake and that altering posters to provide more clarity is a positive step towards helping passengers continue their journeys even when major engineering works are taking place.

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