A new Code of Practice requires train operators to set out their plans to deliver improved passenger information, especially during disruption.

All train operators have signed up to new licence conditions aimed at ensuring passengers receive appropriate, accurate and timely information, the Office of Rail Regulation confirmed this week.

A new Code of Practice requires TOCs to set out their plans to deliver improved passenger information.

“The provision of good passenger information is a fundamental requirement, not an optional ‘add-on’,” said ORR chief executive Richard Price.

“Good performers have nothing to fear, but poor performers will not be allowed to undermine the industry as a whole.”

Passenger Focus, the independent passenger watchdog, welcomed the new license conditions. “We welcome that the train companies accept things need to improve,” commented Passenger Focus chief executive Anthony Smith. “The National Passenger Survey shows that just 38% of rail passengers believe train companies handle disruption well – and the quality of information during delays plays a key part in that assessment.”

Smith added: “In a sense the work really starts here. The rail industry now has to knuckle down to delivering better information on platforms, trains and websites when there are delays.”

Michael Roberts, chief executive of the Association of Train Operating Companies, said that significant amounts of time and money have already been invested in providing better information for passengers.

“Real progress has been made but we know that more needs to be done, which is why operators will continue to work with the rest of the industry to improve things further,” he said.

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