A stern warning has been give to train operating companies by the Office of Rail Regulation (ORR) that there can be no excuses for poor passenger information during the weather disruption. New technology, processes and training have recently been implemented to deliver information and ORR says it will scrutinise the performance of operators and send out specialist teams to assess information quality. Those that fail are likely to be named and shamed, it says, but examples of successes will also be published. A recent Passenger Focus survey revealed that only around a third of passengers were satisfied with the way delays are handled. One of the greatest criticisms was that "staff tend to disappear when things go wrong."
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