Consumer

Operators need to make improvements to their management of passenger help points at stations, says the rail regulator, after a report highlights poor reliability and monitoring of service quality, particularly for stations in England.

The rail regulator wants to see an improvement plan from the train operator, who again rated poorly in ORR’s latest survey about the experience of passengers who pre-booked additional assistance with their journey.

Rail industry plans for dealing with stranded trains require greater focus on the safety, welfare and customer experience of the passengers involved, including those with disabilities and additional needs, say the Office of Rail and Road and Transport Focus.