Passenger information

Train operators in Great Britain must provide appropriate, accurate and timely information as a licence condition, condition 4 of the Passenger Licence and GB Statement of National Regulatory Provisions.

The Office of Rail and Road (ORR) has set out its view on actions needed for the West Coast Main Line (WCML) and East Coast Main Line (ECML) after their major timetable projects reached crucial decision-making points.

We have challenged and worked with the rail industry to deliver a step change in customer satisfaction with information provision specifically through greater industry wide collaboration.

An Office of Rail and Road (ORR) passenger impact review, published today, shows that train operators affected by the cracks found in a component on the Hitachi 800 trains were still able to provide clear and consistent information to passengers during the disruption.

The Office of Rail and Road (ORR) has warned train operators that further action is needed to fulfil their obligations of providing passengers with adequate timetable information.

The Office of Rail and Road (ORR) and the rail industry are working together to improve passenger information.

By Stephanie Tobyn, Deputy Director for Consumers.

The Office of Rail and Road (ORR) has today published the rail industry's next steps to deliver substantive improvements to the provision of information to passengers, including during disruption.