Improving the passenger experience when rail services are disrupted

28 February 2023

Transport Focus has worked with Avanti West Coast to seek to understand passengers’ experiences when trains are disrupted and to explore ways of improving the passenger experience at such times.

This research seeks to understand passengers’ experiences and expectations both when things go wrong (unplanned disruption) and when engineering works disrupt the normal service (planned disruption).

This report summarises the key findings and suggests ten things train operators can do to help satisfy their passengers when disruption occurs.