New report sheds light on impact of service disruption

Train operating companies must work harder to give passengers information on service disruptions clearly, early and often.

This is the key finding of a new report - Planned rail engineering work: The passenger perspective - from passenger watchdog Transport Focus.

Based on the lessons learned from two large engineering projects at Bath Spa and between London and Reading last year, the report offers key insights into passenger information needs at times of disruption and into the present levels of dissatisfaction.

Although commissioned by Great Western Railway, the report’s authors hope that its recommendations can be used by the whole industry to improve communication in the run-up to planned disruption.

With billions of pounds due to be spent on upgrades to lines, stations and trains over the next few years, passengers are likely to endure disruption to their journeys. According to Transport Focus, the industry must take heed of present shortcomings in addressing passenger information needs, if it is to retain their trust and confidence. 

• For more on this, read RAIL 792, published on January 6.