Research and analysis

Passenger experience of rail disruption handling in Great Britain

Views of rail passengers on unplanned rail disruption handling from research conducted in 2019.

From:
Department for Transport
Published
21 May 2021

Applies to England, Scotland and Wales

Documents

Rail passenger experience of disruption handling

PDF, 2.18 MB, 87 pages

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Details

This report contains findings from research with rail passengers on unplanned rail disruption handling conducted in 2019. It covers:

  • passenger perceptions of how train operating companies (TOCs) handled previous periods of severe disruption
  • examples of best practice when handling rail disruption
  • passenger expectations of customer service and information provision when rail delays occur
  • the sources of information passengers use and trust in relation to disruption
Published 21 May 2021

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