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September 23, 2014

UK rail passengers dissatisfied with delay information

Nearly a third of rail passengers have expressed dissatisfaction with the way their train company manages disruption announcements, a survey carried out by the UK’s independent rail consumer organisation Passenger Focus has revealed.

By Samseer M

Nearly a third of rail passengers have expressed dissatisfaction with the way their train company manages disruption announcements, a survey carried out by the UK’s independent rail consumer organisation Passenger Focus has revealed.

The survey was conducted under the direction of the Office of Rail Regulation (ORR), which contributed the majority of the funds.

According to the survey, passengers have stated that Twitter updates from the operators were more up to date than the information given by rail staff.

"Passengers need train company staff to take ownership of the situation when delays occur."

Passenger Focus chief executive Anthony Smith said: "Passengers need information as quickly as possible, ideally before leaving home. Only 17% knew about the disruption before arriving at the station.

"Passengers need train company staff to take ownership of the situation when delays occur."

Some 1,020 passengers who experienced delays during the previous week were involved in the survey.

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Only 34% said that the operators dealt with the disruptions in a better way. Another 29% rated the response from train companies as fairly poor or very poor.

Passenger Focus conducted the survey based on qualitative and quantitative surveys from the autumn and winter of 2013-2014.

The results have been sent to the Association of Train Operating Companies to help them resolve the issues.

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