Train operators “kept passengers well informed” during disruption caused by the temporary withdrawal of Hitachi 800-series trains with component cracks (RAIL 931), says the Office of Rail and Road.
The regulator’s review focused on Great Western Railway, LNER, TransPennine Express and Hull Trains, and found that “with minor exceptions, these train operators performed well”.
Nevertheless, there were “some issues for further consideration by the industry to reduce the impact on passengers in any future disruption”.
These include providing route maps for alternative travel and using website banner messaging to highlight disruption.
Operators and third-party retailers could also “sometimes be clearer on the circumstances in which a fee for refunding a ticket is not payable”.
To read the full story, see RAIL 935.