Timetable debate
Regulator demands train operators urgently improve how passengers are informed of impending timetable changes.
THE Office of Rail and Road (ORR) has written to the managing directors of UK train operating companies seeking “urgent improvements” in how passengers are kept informed of timetable changes.
It follows the announcement in February that Network Rail would be unable to finalise timetables until six weeks in advance of the timetable changes, rather than the normal 12 weeks.
Passenger watchdog Transport Focus (TF) is also weighing in on the issue, holding a public meeting on May 15 attended by senior representatives of Network Rail and the Rail Delivery Group. TF is seeking explanations over what steps are being taken to warn passengers when timetable changes and engineering works will affect their journeys. Thetrainline was invited to attend, but declined to do so.
The meeting also probed the slow recovery to the normal 12-week timetable notice period around Christmas 2017, and sought a long-term solution to stop this reoccurring.
Although the ORR says it has been talking to operators and that it has seen some improvements, it adds that train-specific warning messages - where trains are not yet confirmed to run or late changes are not yet in the journey planner - are not always included on all operators’ websites. These details are contained on the National Rail Enquiries website.
The regulator wants each train company to set out the actions they are taking to resolve the issues, and when improvements will be made. It will review these actions to assess their fitness for purpose and monitor progress, keeping the need for further action under review.
ORR Deputy Director for Consumers Stephanie Tobyn said: “ORR’s monitoring has shown that train companies are not always giving passengers good enough information to help them plan their journey. This is not acceptable, and that is why we have written to all train companies requiring them to set out how they will put this right.”
In the letter from Director of Railway Markets & Economics John Larkinson, the ORR referred to Condition 4 of the Passenger Licence and GB Statement of National Regulatory Provisions: Passenger (Information to Passengers) and the Consumer Protection (from Unfair Trading) Regulations 2008.
As well as concerns about timetable information, the ORR says it is concerned that train operators may not be contacting passengers to alert them to new journey times or refund options, that attention is not being drawn to train times that are still wrong less than a week before travel, and that some operators selling advance tickets do not make it clear when these are available to buy.
It adds that weekday daytime works affecting peak-time commuters are not easily distinguished from those taking place overnight or at weekends, and that while websites and mobile websites mostly display a banner message when services are disrupted, many mobile applications do not.
TF Chief Executive Anthony Smith said: “The rail industry must do more to warn passengers about inaccurate timetables on all websites, including National Rail Enquiries, Trainline and others. We’re calling on the rail industry to act now to stop websites selling tickets for trains that they know won’t run.”
The ORR said it expected replies by May 21, and that it would publish its future report and train operators’ responses on its website.