Passenger information during disruption

Passenger information when trains are disrupted, is the Passenger Focus report  which was commissioned by ORR to understand whether passengers receive timely, accurate and accessible information when they face delays to their journeys.

In 2012, ORR introduced a new condition on the provision of information for passengers into train operator and station licences. To ensure the code is delivering benefits for passengers, and to address issues highlighted in the report, ORR has worked with the rail industry to develop a list of improvement actions to ensure passengers get the information they need when services are disrupted, at the right time, and through appropriate channels.