UK & World News
Report: Train Information 'Still Below Par'
There are still too many cases of poor train information for passengers despite rail companies agreeing to higher standards, rail regulators have said.
Problems include wrong information on platform screens and delays in letting people know when disruption is over.
According to the report by the Office of Rail Regulation (ORR), there was "no longer an excuse" for this poor type of information and passengers needed to start seeing improvements.
In its report, the ORR cited the findings, published in June this year, of Passenger Focus's latest national survey.
This showed that only 37% of customers reckoned delays were dealt with well during periods of disruption.
This compared with a satisfaction level of 70% for the information received during normal journeys.
ORR chief executive Richard Price said: "Rail passengers have long been frustrated by the quality of information available to plan their journeys, and how they are kept informed when things go wrong.
"Something had to be done and that is why we welcomed the rail industry's decision this year to sign up to new obligations to make sure passengers receive appropriate, accurate and timely information.
"However, research still shows that passengers want to see real improvements, with the latest National Passenger Survey highlighting that only one third of passengers think that delays are handled well."
A spokesman for the Association of Train Operating Companies said: "The regulator recognises that train companies take customer information seriously and has assessed their work as positive.
"Train companies invest significant amounts of time and money to provide customers with the latest up-to-date travel advice whether they are using a website, on a train or at a station.
"But we plan to do more and operators will continue to work with the rest of the industry to improve things further."
Rail Minister Norman Baker said: "Recent inclement weather has taken its toll.
"I have been impressed by the work done by both Network Rail and TOCs (train operating companies) to keep things running, including improved levels of passenger information."
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