Train firms are told to send alerts on services

SEVEN train operators are not using a system to automatically notify passengers when services are cancelled or changed, a regulator said.

The process involves an email or text message being sent to online ticket buyers when services are amended up to 48 hours before travel.

It is available to train operators, independent retailers and travel management companies, but not all businesses have signed up.

Rail regulator the Office of Rail and Road (ORR) said the operators not using the automatic notification tool developed last year are: Hull Trains, London Northwestern Railway, ScotRail, South Western Railway, TransPennine Express, Transport for Wales and West Midlands Railway.

It wrote to the companies stating that “passengers reasonably expect train operators to be proactive in keeping them informed” and they are expected to begin using the system by the end of March. Sixteen operators are using the system.

For changes made within 48 hours of travel, the regulator has asked operators to make it simple for passengers to sign up for automatic alerts.

ORR director of strategy, policy and reform Stephanie Tobyn said: “Letting people know of a change to their travel booking well in advance is an important first step in improving passenger information, and it is disappointing that not all passengers are benefitting from a system that has been in place since May 2022.

“Train companies need to remain consistent with the passenger information licence condition which requires passengers to be able to plan their journey with a reasonable degree of assurance. So there should be no further delay in companies putting this system in place now.”

One in 13 services was cancelled during the four weeks to January 7 amid strikes, staff shortages and severe weather.