Rail timetable issues
In February 2018, Network Rail announced that it was not able to produce finalised timetables 12 weeks in advance (this process is known as T-12). It announced plans to finalise timetables six weeks in advance and a plan to get the timetabling schedule back to normal. These issues have left passengers unable to access journey information in the usual timescales (typically journey information is available 12 weeks in advance).
Breach of timetabling conditions in Network Rail’s network licence
On 27 July 2018, we wrote to Network Rail to inform them that we had concluded that Network Rail are in breach of the timetabling conditions in its network licence. This followed our investigation into Network Rai’s management of changes to the national rail timetable leading up to the May 2018 timetable change.
In our letter, we set out four immediate actions on Network Rail in response to the failings we identified. These had the objectives of increasing accountability, and providing us with greater assurance that Network Rail were managing the industry timetabling process as well as it can in the circumstances and building its timetabling resources and capability faster.
We have received a response from Network Rail on the first three actions we required. It is due to respond on the fourth by 30 September 2018. We have updated the annex to our letter of 27 July to summarise the response from Network Rail to each action and our initial view of Network Rail’s response. We will be seeking stakeholder views on this in due course.
Better online passenger information when timetables are not yet confirmed
At present train timetables are being confirmed 6 weeks - rather than the standard 12 weeks - in advance of the date of travel. This means that key information that could influence a customer’s decision to buy a ticket, such as whether a train has been confirmed to operate on a given day or the availability of advance - often cheaper - tickets, may not be available to customers at the time of purchase.
To resolve this we have worked with the industry to clarify what is required. In particular, that we expect that all sites will show information as least equal to that shown on the National Rail Enquiries website – albeit not necessarily in exactly the same format. We do not think that it is reasonable for customers to have to check multiple websites to find fundamental information about the train services that they may be considering using.
We have published a table that provides a summary of progress in this area following the May timetable change, specifically around the need to clearly advise customers when the train timetable is not yet confirmed. We are continuing to work with train companies and independent retailers themselves to ensure that they understand and comply with the information provision requirements in their licences and, where relevant, the Consumer Protection from Unfair Trading Regulations 2008, which provide clear protection for customers when purchasing tickets.
Strand 1 publications
Network Rail's development, management and delivery of the T-12 recovery plan. No current publications.
Strand 2 publications
Information from train companies and ticket retailers so passengers can plan journeys, buy tickets, be updated and receive information on options when things change.
- Provision of information to passengers via online sales channels when train timetables are not yet confirmed - September 2018
- Industry responses to ORR letter dated 10 July 2018
- Letter to train operating company managing directors using Trainline ticket engine - 10 July 2018
- Letter to train operating company Managing Directors using Worldline ticket engine - 10 August 2018
- Letter to Worldine – provision of information to passengers when booking tickets - 4 July 2018
- Letter to train operating company Managing Directors using Worldline ticket engine - 4 July 2018
- Letter to Trainline – provision of information to passengers when booking tickets - 15 June 2018
- Letter to Train operators (Managing Directors) using the Trainline ticket engine - 14 June 2018
- Informed traveller investigation - Information for passengers – March 2018 review - 25 May 2018
- Industry responses to ORR letter - 8 May 2018
- Letter to Train Operating Companies (TOCs) Managing Directors - 8 May 2018
- Compliance with consumer law regarding providing ticket information to passengers - 29 March 2018
- Letter to Train Operating Companies (TOCs) Managing Directors - 23 February 2018
Strand 3 publications
Root causes and lessons learned; investigation of how this issue arose, the industry's delivery against its obligations.
- Update to Annex to ORR letter of 27 July: Summary of ORR decision and actions on Network Rail breach of timetabling conditions in Network Licence - September 2018
- Breach of timetabling conditions in Network Rail’s network licence - 27 July 2018
- Possible non-compliance with Conditions 1.23 and 2.7 of Network Rail’s network licence relating to national timetabling processes - Network Rail's response to ORR's Case to Answer letter, 6 July 2018
- Possible breach of conditions 1.23 and 2.7 of Network Rail (NR)’s network licence relating to national timetabling processes - ORR's Case to Answer letter to Network Rail, 29 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 issues - Letter from Network Rail to ORR, 8 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to the Department for Transport - 1 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to Transport Scotland - 1 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to Welsh Government - 1 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to rail industry representatives, rail passenger and freight companies - 1 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to Rail North Partnership - 1 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to Transport Focus - 1 June 2018
- ORR investigation and monitoring of current informed traveller/T-12 problems - Letter to Network Rail - 25 May 2018
In addition to this investigation, at the request of the Government, ORR has established a independent Inquiry into the wider factors that contributed to the failure to produce and implement a satisfactory operational timetable in May 2018. The Inquiry will draw conclusions and make recommendations based on a thorough assessment of the causes, consequences and management of the disruption to avoid a repeat of these problems for passengers, other users and railway staff in the future.