Train information? It’s just a joke

The survey, from Passenger Focus, showed rail customers complained that information on Twitter was far more up to date than that provided by station staff.

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

Another said: “The live departure information is often just a joke. Why cannot Southeastern be honest and just say ‘no trains’ rather than raising hopes?”

One male passenger praised the way his delay had been handled, saying: “The reason was given out quickly, and the journey was resumed with within a reasonable time. It seemed the railway company was doing its best to get things back to normal.”

Passenger Focus was asked to carry out the survey by the Office of Rail Regulation, with the findings being sent to the train companies.

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 per cent knew about the disruption before arriving at the station.

“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.”

He went on: “Passengers need frank and honest messages that paint a realistic picture of the problems as they unfold. 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 need train company staff to take ownership of the situation when delays occur. They should walk through trains to reassure passengers by apologising in person, answering questions and providing information about any compensation due.”

Passenger Focus said the tone of announcements needed to signal that the train company was “on the passengers’ side”.