by Josephine Cordero Sapién
25 Jun 2021
The Office of Rail and Road (ORR) has published a passenger impact review with findings showing that the train operators affected by the cracks in the Hitachi-built Class 800 trains kept their passengers ‘well informed’.
They provided clear and consistent information to travellers throughout the period of disruption.
The review looked at GWR, LNER, TPE and Hull Trains. Areas the ORR was interested in included the consistency and clarity of the travel and ticket refund information given, as well as the advice about alternative travel arrangements issued. The review further covered the information made available about ticket refunds by third-party retailers.
Noting that it can be challenging to keep information up-to-date when unexpected circumstances, arise, especially when an issue is so extensive, the ORR commended the train operating companies for responding well and for communicating quickly with those passengers who had booked assistance, offering travel support.
The ORR said there were some suggestions for the industry to help mitigate the impact on passengers during future disruption. For instance, operating companies and third-party vendors could make route maps for alternative travel available and implement website banner messages to draw attention to the disruption. In addition, the ORR said there were times when TOCs and third-party vendors could be clearer around when a fee for a ticket refund is not payable.
“It is evident that lessons have been learned from previous incidents and despite some initial uncertainty about the level of disruption, the situation quickly stabilised and appropriate arrangements were put in place to provide prominent, clear and consistent information to passengers.
“Nevertheless, we have identified areas aimed at further reducing the impact on passengers should similar disruption occur in future.
“We have written to the Rail Delivery Group to share these cross-industry findings, as well as to train companies and third-party retailers to reinforce the need for clarity and consistency of refund information. We will be working with industry to discuss where improvements can be made.”
ScotRail was not included in this review because the impacts on its services had been minimal: of the approximately 2,000 services operated, 19 had a reduced number of carriages and there were no cancellations.
The safety review will be ongoing, the ORR said, to ensure lessons are learned from the issue.
A feasibility project led by Porterbrook and Eminox to to help reduce NOx emissions in enclosed stations has delivered positive results.
Scotland's Transport Minister has opened Inverness Airport rail station, with passenger trains arriving and departing from 3 February.
The Rail Safety and Standards Board (RSSB) and the University of Sheffield are developing an AI tool to predict low adhesion track conditions.
HS2's tunnel boring machines, Florence and Cecilia have passed the halfway point on their 10-mile journey excavating the Chiltern tunnels.
HS2 Ltd’s contractor, Align JV has installed the last of 292 concrete piles, forming the foundations for the UK’s longest railway bridge.
Network Rail has upgraded Banbury train depot to keep trains moving on the Chiltern main line during HS2 construction.
Work has begun on the expansion of the West Midlands Metro depot, which includes extended and updated workshop and maintenance facilities.
Network Rail is upgrading almost three miles of railway tracks to improve the reliability of trains running through Scarborough.
Progress is being made towards Network Rail’s goal to upgrade the UK railway’s ageing telecoms infrastructure.
The first five-metre-tall V-shaped pier for the Curzon No. 3 Viaduct into HS2's Curzon Street Station in Birmingham has been installed.
Varamis Rail has collaborated with Network Rail to launch a 'zero-carbon freight service' between Scotland and the Midlands.
New funding has been announced for Network Rail to deliver transformational rail projects in the South West of England.
Liverpool City Region’s new fleet of publicly-owned trains could enter service as soon as 23 January, the city mayor has announced.
The West Midlands Combined Authority (WMCA) has confirmed the first instalment of its 72 million GBP investment in Coventry Very Light Rail.
A total of 130 metres of double track has been installed along Lower Bull Street as part of the Birmingham Eastside Metro extension project.
GB Railfreight (GBRf) has signed a new 10-year locomotive leasing deal with rolling stock leasing company, Akiem.
EMR and the University of Sheffield’s Advanced Manufacturing Research Centre are developing a simulation tool to improve depot efficiency.
The West Coast mainline near Carstairs has been reopened for passenger services after emergency engineering works was completed.
Network Rail has completed a series of improvement works for the Transpennine Route Upgrade between Manchester, Huddersfield, Leeds and York.
A bridge that will carry direct rail services between Oxford and Cambridge has been positioned over the HS2 route near Calvert, Bucks.
Northern Rail has upgraded its TrainCare Centre in Hull to increase its maintenance and servicing capacity and improve service reliability.
HS2 has revealed designs for the Curzon 2 bridge: a 150-metre section of viaduct on the approach to Birmingham’s new Curzon Street Station.
Construction is now complete on the Metro Flow project in Tyne and Wear, enabling contractors to being testing and commissioning.
Midlands Connect has unveiled plans to deliver 1.5 billion GBP in infrastructure improvements to enhance east-west rail connections in the UK.
Network Rail has launched an audio guide to help blind and partially sighted people navigate their way around Bristol Temple Meads Station.
The Office of Rail and Road (ORR) has approved the introduction of Grand Union Trains between London, Cardiff and South West Wales from 2024.
Transport Minister Jenny Gilruth has visited the new trains currently undergoing testing for the Glasgow Subway in Scotland.
HS2’s tunnel boring machine (TBM) Dorothy has begun its second one-mile tunnel bore under Long Itchington Wood in Warwickshire.
GB Railfreight (GBRf) has invested 4.7 million GBP in a new maintenance depot in Peterborough alongside the UK's East Coast Mainline.
HS2 's Euston site construction team Mace Dragados Joint Venture is trialling a hydrogen fuel cell to power a fully electric JCB telehandler.
In his November column Jonn Elldge considers what the recent Budget means for the rail sector in terms of investment in projects such as HS2.
Transport for London (TfL) has launched a trial of a new bridging device, a ramp specifically designed for step-free stations.
The first of Avanti West Coast's new fleet of Hitachi bi-mode trains has begun dynamic testing at Network Rail’s RIDC.
Network Rail has announced that major improvement works are set to take place on the Bakerloo and London Overground lines.
The UK Department for Transport (DfT) is funding a series of projects to advance the future of Britain's rail network.
Porterbrook has announced that the first 25 new JNA-X Box Wagons have arrived in the UK and are now on lease with GB Railfreight (GBRf).
Transport for Wales has installed the first electrical lines on the Core Valley Lines to power the new South Wales Metro.
CAF's LeadMind platform is improving services on the Serco Caledonian Mk5 Sleeper fleet by providing real-time remote monitoring alerts.
Network Rail has installed the first electric wires between Manchester and Stalybridge as part of the Transpennine Route Upgrade.
The latest European Train Control System (ETCS) is being fitted to a DB Cargo UK freight locomotive for the East Coast Digital Programme.
Northern has completed its first ‘Intelligent Train,’ installing technology such as LIDAR horizon scanning cameras on a Class 150 unit.
Network Rail has commenced work on the next phase of electrification along the Midland Main Line between London and Wigston, Leicestershire.
A second 140 metre long, 2,050 tonnes tunnel boring machine (TBM) has begun its journey across London for HS2.
The GCRE has officially acquired the former Nant Helen opencast site and Onllwyn Washery in South Wales, paving the way for construction.
The West Midlands Rail Executive (WMRE) has revised its strategy on how to grow and develop the region’s rail network over the next 30 years.
HS2’s workforce has almost hit the 30,000 mark. This is down to the recruitment of 2,300 new employees in the last three months.
Network Rail has been testing whether laser beams and superheated plasma jets could be effective at clearing leaves off railway lines.
Lumo has attracted one million passengers and seen rail overtake air travel as the preferred mode of transport between Edinburgh and London.
Govia Thameslink Railway has sent its first Class 387/1 Great Northern train for ETCS upgrading as part of the East Coast Digital Programme.
Bond Street Elizabeth line station opened today, 24 October, with the first Elizabeth line service arriving at the station at 5.47am.
South Yorkshire Mayoral Combined Authority will take over control of Supertram services, infrastructure and finances from March 2024.
HS2’s main works contractor, EKFB, has started working on two of the project’s longest cuttings in Buckingham and Oxfordshire.
hyperTunnel has revealed the world’s first underground structure constructed entirely by robots as part of a project for Network Rail.
Bristol Temple Meads train station is to become a testbed for new passenger tech having been named the UK’s first ‘Station Innovation Zone’.
Alstom has signed a new services contract with UK rail franchise Govia Thameslink Railway valued at £256 million.
West Midlands Railway's (WMR) new Class 196 train fleet has commenced passenger services on the Shrewsbury Line.
Network Rail is using 21st century technology to fix the Merseyrail underground tunnel in Liverpool without disrupting passenger services.
Due to Avanti West Coast's ongoing problems, Jonn Elledge travels from London to Liverpool via the TPE to see what trains are like up north.
Eversholt Rail, Southeastern and Hitachi Rail are upgrading the Class 395 high-speed Javelin trains that operate between London and Kent.
A new interchange route between Bank station’s Northern line concourse and DLR concourse and platforms has been opened.
Metrolink has announced that all 27 of its new trams have now been delivered in Greater Manchester as part of a 72 million GBP investment.
Varamis Rail has signed an agreement to lease a Class 321 Swift Express freight train from Eversholt Rail.
Network Rail has announced that its 4.5 million GBP project to upgrade the tracks at Newcastle Central Station is now complete.
The DfT and FirstGroup have agreed on a short-term contract extension for Avanti West Coast, which will last until the end of March 2023.
HS2 has launched the first of six tunnel boring machines (TBMs) that will dig more than 26 miles of tunnels under London.
HS2 Ltd has opened applications for tech start-ups and SMEs to join the fifth group of its Innovation Accelerator programme.
Transport for London (TfL) has announced that the Bond Street Elizabeth line station will open on 24 October.
Stadler presented its IPEMU - independently powered EMU - at InnoTrans today in the presence of Liverpool Metro Mayor Steve Rotheram.
Stadler formally presented its FLIRT tri-mode and CITYLINK tram-train for Transport for Wales at InnoTrans today.
ETCS testing for Class 43 trains has been complete, marking the achievement of a new milestone for the East Coast Digital Programme.
The Birmingham Eastside Metro extension has reached a new milestone with the installation of 45 metres of double track.
A new DLR timetable will be introduced on 26 September in response to changes in passenger use of the network since the Elizabeth line opened.
Network Rail has opened a new entrance building with step-free access for Elizabeth Line passengers using Ilford station in London.
Transport for London (TfL) has reached a funding agreement with the UK government to support its transport network until March 2024.
Stadler has completed its first two Class 555 metro trains for Nexus, the owner and operator of Tyne and Wear Metro.
Refurbishment of Romford station has been completed as part of a programme to upgrade existing stations providing Elizabeth line access.
The first JNA-X Box Wagon prototype for GB Railfreight and Porterbrook has rolled off Greenbrier’s production line in Romania.
Avanti West Coast has been in the news, more so than other TOCs during this period of rail strikes. Jonn Elledge looks into what's going on.
The UK Transport Secretary has signed a new partnership agreement with Israel to share expertise on large scale rail projects.
Abellio UK has announced a management buyout deal that will pave the way for a new UK-based company to take over its existing UK services.
Lines from Reading, Heathrow and Shenfield will connect with the central Elizabeth line section from November.
HS2 has commenced work on the thirty-eight cross passages that will link the northbound and southbound Chiltern tunnels.
Oxford station will undergo a 161 million GBP upgrade that will enable more freight and passenger services.
Eversholt Rail and Vivarail have signed an agreement to develop a battery power and range extension system for Class 321 ‘Renatus’ trains.
At the Future Mobility Showcase Day hosted by WMGC, Coventry City Council presented its ongoing Coventry Very Light Rail Project.
Network Rail has signed a contract with EDF Renewables UK for the supply of 49.9MW of solar power for non-traction power requirements.
South Western Railway (SWR) has begun a three-month trial of a new app designed to improve station accessibility.
Network Rail has formally begun the legal consultation process with the necessary trade unions regarding its planned maintenance reforms.
Stadler has started production of the Class 93 locomotive fleet for Rail Operations UK at its plant in Valencia, Spain.
Dorothy, HS2’s 2000-tonne tunnel boring machine, has made its first breakthrough on the UK's high-speed rail line from London to Birmingham.
Transport for London (TfL) is trialling a cooling panel solution to reduce platform and tunnel temperatures at deep Tube stations.
Network Rail is investing 30 million GBP into reducing platform congestion and improving accessibility at London Victoria station.
Off the back of Europe’s latest record-breaking heatwave, Network Rail has commissioned a new resilience taskforce.
The UK Government is more than trebling its investment into the Transpennine route upgrade (TRU) to nine billion GBP.
Passenger tram services have now begun on the Birmingham Westside Metro extension from Library to Edgbaston.
The UK rail industry lags behind that of aviation, roads and energy when it comes to maintenance of infrastructure and key assets.
In a recent poll more than 2,000 respondents were asked their views on the recent rail strikes, pay and modernisation reforms.
The ORR, the safety regulator of Britain's railways, has published its annual health and safety report covering April 2021 to March 2022.
New electric overhead wires have been installed on a Yorkshire mainline for the first time in 25 years thanks to upgrade project.
Please fill in the contact form opposite. A member of the team will be in touch shortly.