Train GraphicClick on the map to explore geographics
 
I need help
FAQ
Emergency
About .
Travel & transport from BBC stories as at 12:35 03 Oct 2024
 
- Hidden runway bomb explodes just after plane takes off
- New allegations over surgeon convicted of rape
Read about the forum [here].
Register [here] - it's free.
What do I gain from registering? [here]
 today - Coffee Shop - Meet the Manager
11/10/24 - TWSW General Meeting
22/10/24 - BoA Public Transport talk
25/10/24 - Melksham Transport Group

On this day
3rd Oct (1988)
Opening of Martins Heron station

Train RunningCancelled
10:54 Reading to Gatwick Airport
11:24 Reading to Gatwick Airport
12:29 Gatwick Airport to Reading
12:54 Cardiff Central to London Paddington
12:59 Gatwick Airport to Reading
19:53 London Paddington to Hereford
Delayed
09:23 Portsmouth Harbour to Cardiff Central
09:27 Carmarthen to London Paddington
09:30 Weymouth to Gloucester
11:23 Weston-Super-Mare to London Paddington
Abbreviation pageAcronymns and abbreviations
Stn ComparatorStation Comparator
Rail newsNews Now - live rail news feed
Site Style 1 2 3 4
Next departures • Bristol Temple MeadsBath SpaChippenhamSwindonDidcot ParkwayReadingLondon PaddingtonMelksham
Exeter St DavidsTauntonWestburyTrowbridgeBristol ParkwayCardiff CentralOxfordCheltenham SpaBirmingham New Street
October 03, 2024, 12:38:34 *
Welcome, Guest. Please login or register.

Login with username, password and session length
Forgotten your username or password? - get a reminder
Most recently liked subjects
[171] New map promotes car-free travel in the Cotswolds
[139] New entrance, Bakerloo Line, Paddington. Opened October 2024
[77] Shortage of train crews on Great Western Railway - ongoing dis...
[69] Paddle Steamer Waverley - merged posts
[51] [otd] 3rd October 1906 - Ashton Avenue Bridge opened
[49] Laura Shoaf as Chair of Shadow Great British Railways
 
News: the Great Western Coffee Shop ... keeping you up to date with travel around the South West
 
   Home   Help Search Calendar Login Register  
Pages: [1]
  Print  
Author Topic: Rail Passenger Experience of Disruption Handling (DfT study)  (Read 14191 times)
stuving
Transport Scholar
Hero Member
******
Posts: 7295


View Profile
« on: May 23, 2021, 23:52:07 »

Last week DfT» (Department for Transport - about) published the results of a study of public attitudes to disrupution and its management in the railways:
Rail Passenger Experience of Disruption Handling
It was done by Accent, who have their logo on it, through the attribution is rather low key. Were DfT trying to hide it by putting it out last week? Probably not: both this and the white paper seem to have been written in parallel in separate black boxes, and while they would both be relevant to the other neither is cited.

While the research seems to have asked quite sensible questions, somehow the answers don't seem to me to say anything really clear. Perhaps, on first reading, it just mostly confirms what I expected.
« Last Edit: May 24, 2021, 08:45:33 by stuving » Logged
grahame
Administrator
Hero Member
*****
Posts: 42008



View Profile WWW Email
« Reply #1 on: May 24, 2021, 05:14:08 »

While the research seems to have asked quite sensible questions, somehow the answers don't seem to me to say anything really clear. Perhaps, on first reading, it just mostly confirms what I expected.

No earth-shattering shocks on a first skip through, but some useful guidance.  No great surprise that the feeling about information in a negative situation (disruption) is also negative. 

One thing that did strike me is the quest for full, timeous and/or honest data. People want to be told the complete truth about what has gone wrong (even, it would seem, when it makes little difference to how and if they'll travel onward) and if / as that data develops, they do also want to hear "we don't know" along the way. 

Even today (when was the survey done? - sure it tells me) - the vast majority of of people first hear about disruption when they're actually at the station from displays / boards / announcements there.  Online and apps getting first data to people still less than one in 10.    And people wait on the platform during disruption rather than on concourse / in cafe / elsewhere, but are less comfortable on the platform than they would be in those other places. 

A useful read at the least, directly or indirectly, for those involved in keeping passengers informed.
Logged

Coffee Shop Admin, Acting Chair of Melksham Rail User Group, Option 24/7 Melksham Rep
grahame
Administrator
Hero Member
*****
Posts: 42008



View Profile WWW Email
« Reply #2 on: May 24, 2021, 05:39:09 »

I am not AT Melksham Station as I write ... but here's an example ...

Quote
05:17 Westbury to Swindon due 05:59

05:17 Westbury to Swindon due 05:59 will be cancelled.
This is due to a points failure.

Further Information

If you hold a valid single, return, or weekly ticket, you will be able to claim compensation for delays of 15 minutes or more. Please keep your ticket and visit GWR (Great Western Railway).com/DelayRepay

Last Updated:24/05/2021 04:59

... where the survey tells us that the passenger would perhaps like to know ... where the failure was, what the alternative arrangements for  his / her journey are, or if not know when there will be an update.  A very very small percentage of people abandon their trip upon learning of disruption and (I suspect, not confirmed as far as I could see in the report?) want to get on with their journey rather than being concerned at compensation as the situation develops.

From other feeds:


On the previous format there was an allowance for an extra message at the top ... not sure if that's still the case - would be nice to have something as simple as "Sorry - points failure. Please call from the help point" or "Sorry - points failure - bus coming 10 minutes after trains are due" on there.


And on this format, a complete whitewash away of the cancellations - even where the next train is over two and a half hours later and there's no (direct) service at all now ... actually, I love the format but wish it were tuned!


Logged

Coffee Shop Admin, Acting Chair of Melksham Rail User Group, Option 24/7 Melksham Rep
Electric train
Transport Scholar
Hero Member
******
Posts: 4443


The future is 25000 Volts AC 750V DC has its place


View Profile
« Reply #3 on: May 24, 2021, 06:43:48 »

The DfT» (Department for Transport - about) really should carry out the same exercise for motorway and trunk route for the experience of the users ................. judging by the chaos in Maidenhead over the last 3 or 4 months with M4 closures and road works on the A4, don't thing UK (United Kingdom) highways would come out too well
Logged

Starship just experienced what we call a rapid unscheduled disassembly, or a RUD, during ascent,”
Do you have something you would like to add to this thread, or would you like to raise a new question at the Coffee Shop? Please [register] (it is free) if you have not done so before, or login (at the top of this page) if you already have an account - we would love to read what you have to say!

You can find out more about how this forum works [here] - that will link you to a copy of the forum agreement that you can read before you join, and tell you very much more about how we operate. We are an independent forum, provided and run by customers of Great Western Railway, for customers of Great Western Railway and we welcome railway professionals as members too, in either a personal or official capacity. Views expressed in posts are not necessarily the views of the operators of the forum.

As well as posting messages onto existing threads, and starting new subjects, members can communicate with each other through personal messages if they wish. And once members have made a certain number of posts, they will automatically be admitted to the "frequent posters club", where subjects not-for-public-domain are discussed; anything from the occasional rant to meetups we may be having ...

 
Pages: [1]
  Print  
 
Jump to:  

Powered by MySQL Powered by PHP Powered by SMF 1.1.2 | SMF © 2006-2007, Simple Machines LLC Valid XHTML 1.0! Valid CSS!
This forum is provided by customers of Great Western Railway (formerly First Great Western), and the views expressed are those of the individual posters concerned. Visit www.gwr.com for the official Great Western Railway website. Please contact the administrators of this site if you feel that the content provided by one of our posters contravenes our posting rules (email link to report). Forum hosted by Well House Consultants

Jump to top of pageJump to Forum Home Page