Transport User Voice – June 2018 – Northern rail services

24 May 2018

Delays and cancellations continue to disrupt passengers using Northern trains after the introduction of the new timetable.

Northern’s passengers are having a torrid time, especially on lines around Blackpool, Bolton and in Cumbria. Since the timetable change on 20 May an already bad situation for passengers has deteriorated further, with numerous delays and cancellations. Among the worst affected passengers are those who have already been putting up with delayed Network Rail electrification works and long periods of rail replacement bus services.

Passengers deserve better and we welcome the announcement this week about an urgent improvement plan. We will be monitoring the service closely and have offered to input into Northern’s plans to improve communication with passengers affected by disruption.

It’s important that Northern’s recovery plan delivers a service passengers can rely on as soon as possible. We have previously called for compensation for passengers travelling on routes through Bolton and have made it clear Northern must consider how it can make it up to the worst affected passengers.

Northern’s ‘customer promise’ includes a commitment to compensate passengers when there is a period of ‘sustained poor peak performance’. Train performance on some routes has been abject for weeks. We are calling on Northern to live up to its promises and start to win back passengers’ trust.

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