Transport Focus: ‘Passengers prefer trains to buses during engineering works’

Most passengers prefer to travel by train during periods of disruption caused by engineering works, even if that extends a one-hour journey by an extra 30 minutes, according to Transport Focus (TF).

The claim was published in an updated version of TF’s 2012 report Rail passengers’ experiences and priorities during engineering works.

TF’s research also shows that 55% of passengers would not travel by train at all if part of the journey was to be undertaken by bus, and that unless a replacement bus is at least 40 minutes quicker, most rail passengers will opt for a diverted train over a faster replacement bus.

Additionally, the research claims that it is not always made clear to passengers when journeys involve replacement buses or diverted trains, and that passengers report poor customer service when transferring between trains and replacement buses. Significantly, 85% of those surveyed said that they felt having to use a replacement bus warranted a discount on the train fare.

TF recommends that the rail industry should make “further concerted efforts” to use replacement buses only as a last resort, and that ticket retailers and train companies must do more to help passengers make an “informed choice” when a bus or diverted train is involved. It also says operators must deliver better customer service when passengers transfer from train to bus, and vice versa.

Although the report has been updated, TF’s latest research shows there has been little change in passengers’ perceptions and expectations of railway engineering works since 2012.

Chief Executive Anthony Smith said: “Welcome investment in the rail network does mean that there will be short-term disruption for some passengers. But there are ways of reducing its impact. There have been some improvements in this area, but we urge industry to continue putting passengers at the heart of planning for all new engineering works.”