Train operators could face fines for keeping passengers in dark

Companies not complying with the new obligations could face fines, said the Office of Rail Regulation (ORR).

ORR chairman Anna Walker said: “Passengers need reliable information to make and plan their journeys and, with the strides made in communication technology in the 21st century, Britain’s rail industry can and must deliver.”

Some train companies faced criticism for failing to keep passengers informed of services during the winter’s bad weather.

A survey by rail customer watchdog Passenger Focus has shown that only two in five passengers are satisfied with information provided during delays.

Under the ORR proposals that will now be consulted on, new and amended licence conditions for operators will:

Make it clear that train operators have lead responsibility for getting appropriate, accurate, timely information to passengers;

Confirm Network Rail’s (NR) lead role in planning services, creating timetables and providing vital information about planned and unplanned disruption on the rail network to train operators;

Require all parties to work together to deliver improved passenger information;

Commit station operators to play their part in delivering good information through customer information systems and staff;

Require train operators to publish their plans for improving passenger information;

Ensure that the regulator is able to hold operators and Network Rail to account for the delivery of their plans.

It is hoped the obligations will come into force in autumn 2011.

Ms Walker said: “We are all agreed that delivery of accurate and timely passenger information is crucial – particularly so during times of disruption, such as were experienced last winter when passengers were let down again.

“The rail industry has reacted positively to the Passenger Focus survey – setting in place agreements, introducing new technology, and developing tailored training aimed at delivering better passenger information. Success requires the active cooperation of NR and all train operators.”

She went on: “However, industry-wide efforts would be helped by clear lines of accountability among train operators and between operators and NR.

“The consultation launched today underpins the rail industry’s drive to deliver improved passenger information – clarifying responsibilities and making delivery of plans already in place a requirement, with the independent regulator able to take action against any poor performers who let the side down.”

A spokesman for the Association of Train Operating Companies said: “We recognise that the industry needs to get consistently better at providing information to passengers when there is disruption.

“Operators, together with Network Rail, have been and will continue to invest heavily in improving the information provided to customers and are looking closely at how they can deal better with circumstances such as those experienced during the heavy snow in December.

“We will continue to work with the ORR and the rest of the industry to make sure passengers get the high level of service they expect and deserve.”

RMT general secretary Bob Crow said: “There is no doubt that the private train operators will ride roughshod over this latest guidance from the ORR.

“These companies are a law unto themselves and will always maximise their profits at the expense of customer service.

“London Midland are just the latest to sack station staff and close ticket offices, making a mockery of the idea of improving communication with their customers.

“Customer service on the railways will remain a sick joke all the time that the greed of the train operators is allowed to dominate.

“The only serious solution is a publicly-owned railway, run as a public service and free from the greed of the private companies who have bled the network dry.”