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.

Applies to England, Scotland and Wales

Documents

Rail passenger experience of disruption handling

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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

Updates to this page

Published 21 May 2021

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