Rail Passengers Unhappy With Delay Information

Two thirds of rail passengers are dissatisfied with the way train companies deal with delays and cancellations, according to a customer survey.

Passengers complained Twitter provided better information than station staff and only 17% were aware of rail disruption before arriving at their station.

The survey by Passenger Focus revealed passengers wanted honest, reliable and up-to-the-minute information that painted a realistic picture of problems as they unfolded.

Passengers said they needed delay information as quickly as possible

Passenger Focus chief executive Anthony Smith said: "Despite improvements, it is clear that many passengers are still dissatisfied with the way the rail industry deals with delays.

"Passengers need information as quickly as possible - ideally before leaving home. Only 17% knew about the disruption before arriving at the station.

"For instance, a fallen tree across a railway is just that, not an 'obstruction'. Passengers told the full reasons for the delay are likely to be less frustrated than those who are not.

"Passengers now receive information from a range of sources, so train companies must ensure that staff at stations and on trains are ahead of the information game."

Train operators said they had worked hard to make improvements

The survey findings were based on responses from 1,020 passengers who had experienced a delay in the previous seven days.

One customer said: "I'd have liked an announcement from a human, rather than numbers on a board."

Another said: "Just the facts - the live departure information is often just a joke. Why cannot Southeastern be honest and just say 'no trains' rather than raising hopes?"

Passenger Focus accepted the tone of announcements needed to signal the train company was "on the passengers' side" and could be as important as the content of the messages.

Michael Roberts, director general of the Rail Delivery Group which represents Network Rail and rail operators said rail companies had worked hard to make improvements.

A fallen tree should not be described as an 'obstrution' said the survey

"Passengers are at the heart of what we do and we know they want the industry to provide them with clear, accurate and timely information so they can make informed journey choices," he said.

"That is why we have worked hard to make improvements and are already committed to implementing many of the report's key recommendations.

"The industry will shortly produce a revised plan that includes more prominent service information on websites, earlier notification of any changes to the following day's timetable and measures to boost awareness of how to claim compensation for delayed journeys."

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