'It seems cloak and dagger; we don't know when it takes place, who the players are, what they offer, if they deliver what they promise - it's not transparent at all,' said one Colchester commuter involved in our recent franchise research. Passengers feel alienated from the franchise-replacement process - sometimes the first thing passengers know about a new operator is when their train rolls in one morning with a new sticker on the side. Not a great start to a relationship where trust is going to be important. We know from our previous work on Passenger Power! that rail passengers want more information about what winning bidders have promised, alongside a real opportunity to influence what goes into the contract.
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