Investigation into GTR and Northern’s provision of information to passengers during and after the May 2018 timetable disruption

In October 2018, ORR opened two separate investigations to consider whether Govia Thameslink Railway (GTR) and Northern breached their licence condition around providing appropriate, accurate and timely information in both the run-up to the introduction of the 20 May 2018 timetable and also during the disruption that followed.

We concluded our investigations in March 2019 and found:

  • GTR breached condition 4 of its GB Statement of National Regulatory Provisions: Passenger (SNRP) in respect of the provision of appropriate, accurate and timely information to passengers following the implementation of the 20 May 2018 timetable and during the subsequent disruption. As a result we are proposing it pays a £5m financial penalty.
  • Northern took reasonable practicable steps to provide appropriate, accurate and timely information and therefore was not in breach of its passenger information obligations.

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GTR

Northern

Further information