Journey information
How to get to and / or from the railway station including by public transport
Clear, simple way-finding signage could direct the passenger from each platform through the station and concourse along the quickest and safest walking route to each onward travel mode, with particular emphasis on sustainable modes e.g. “to buses”; “to cycle parking” and “to trams”xliii.
At the main station exit which leads to the bus stops / bus interchange there could be clear signage which summarises bus destination(s) from each bus stopxliv.
This could be supported by an onward information poster permanently displayed in a prominent position in the onward travel zonexlv.
Onward Travel Information poster
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Figure 27
TOCs should ensure that their Onward Travel Posters are kept up to date191.
Taxi ranks
The availability of taxis could be clearly identified192 and the head of the taxi rank queue should be clearly signed. The taxi rank could be located in close proximity to the main station exit (but should not conflict with the movement of buses and other vehicles).
Where a taxi rank is not available, but a minicab office is, there should be clear way-finding signage to this facility193.
Rail station to Airport connections
Directions to local buses and express coach services that operate between airports and rail stations should be clearly signed from the station194 and timetable information and hours of operation could be made available at the station.
Cycle Parking
Where cycle parking is available at stations it could be clearly signpostedxlvi and TOCs could
monitor its condition, quality and level of usage to ensure that adequate provision is made. When TOCs introduce cycle parking at stations or provide additional facilities, the following could be taken into consideration:
Sheffield stands can be installed at a reasonable cost and are popular with cyclists
Facilities are more likely to be used if they are easy to access, safe and secure, and protected from the weather
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Enhanced security measures, such as lockable facilities, staff monitoring or CCTV surveillance, may be necessary at stations where theft or vandalism is an issue. Timetable information
A-Z OR ABC Departure Sheets
Where A-Z departure sheets are produced they should be displayed in the approved format195 shown below:
Figure 28
All trains between station pairs could be shown except:
where a train is overtaken by a faster direct train operated by the same Operator where agreement is reached between TOCs on the route concerned, that inclusion of
a particular train is undesirable or impracticalxlvii.
The form of timetable posters (i.e. A-Z, Line of Route) to be used at each station could be agreed by the Station Facility Owner and all TOCs running trains from the station in accordance with acceptance criteria in Station Access Conditionsxlviii.
Symbols shown should be the same as those used in the National Rail Timetable with the same meaning196. Symbols should be explained on the first sheet, and referenced on other sheets197.
Where station name abbreviations are essential, only standard abbreviations could be usedxlix.
If it is necessary to show an abbreviated name on an electronic CIS display, but it is possible to print that name in full on the A-Z Departure Sheet, that sheet could show the abbreviated form in brackets below the full titlel.
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The standard ATOC two-character operator identification code should be shown for each train198.
A-Z Departure Sheets should be headed “Train Times”199. A-Z Departure sheets should show trains of all TOCs200.
The information ‘i’ symbol should be included201.
TOCs could include a QR Code for each the station destination which links to a live departure board for that station. This may optionally be added to each destination on the A- Z poster automatically linking to a filtered live departure board – e.g. London Kings Cross to Yorkli.
Except at stations served by trains of only one operator, A-Z Departure Sheets could not be branded by the Station Facility Owner or any Train Operatorlii.
A-Z Departure Sheets could be produced for stations from which:
passenger flows are not mainly local journeys using direct trains, which are shown on Line of Route timetable posters
long distance or limited stop trains are not shown on Line of Route timetable postersliii
A-Z departure sheets should be produced for stations where more than one different sets of Line of Route posters would be required to show all train services from the station202.
Platform numbers need not be shown on A-Z Departure Sheets at stations where:
trains on all routes always leave from the same platforms and these can be permanently labelled
there is an electronic CIS system with summary screens and/or summary boards, which can show all long distance departures at least one hour in advance, the next local departure on all lines within that hour, and the station is continuously staffed when trains run.
Where platform numbers are not shown on the A-Z Departure Sheet, the following note could be included beneath each sheet header:
“Destination stations are shown in alphabetical order. [Please refer to (information screens/display boards) to find your departure platform]”liv
The PLUSBUS symbol should be included in A to Z posters where PLUSBUS is available203. Each station name should have its CRS code after the full station name204. A-Z posters should include an explanation of how the passenger can use TrainTracker Text205.
Line of Route Timetable Posters
Line of Route timetable posters could always show the comprehensive train service, except:
on longer distance routes where another service parallels for a short distance (for example, between Accrington and Preston on a York to Blackpool Line of Route timetable). In these circumstances there should be a prominent note that additional trains operate between A and B, and reference to the Line of Route poster where they are shown
between pairs of stations for which ‘A-Z’ Departure Sheets are produced and where inclusion on Line of Route posters of additional trains not calling at intermediate stations would require an extra sheet. There should be a prominent note saying ‘Please see departure time posters for other trains between A and B’lv.
It is the responsibility of the TOC producing Line of Route timetable posters to ensure that appropriate journeys are shown on ‘A-Z’ departure sheets at both stations.
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Line of Route timetable posters should be clearly headed “Train Times”206. Line of Route timetable posters should incorporate the information ‘i’ symbol within the heading207.
Line of Route timetable posters could include a route diagram where the table bank includes loops or diverging lines, and where there are junctions with other routeslvi.
Figure 29
Chronological Departure Sheets
Chronological Departure Sheets could only be produced for point-to-point flows and normally include timings for a maximum of three stations: origin station and up to two destinationslvii. Except as described below, they will always supplement either ‘A-Z’
Departure Sheets or Line of Route timetable posters. Chronological Departure Sheets should be headed “Train times to ‘A’ [and ‘B’]”208.
On local high frequency routes with regular train stopping patterns, a chronological departure poster, including a route map on which journey times are indicated to other stations on the route, may be displayed without complementary ‘A-Z’ Departure Sheet or Line of Route timetable posters.
No other chronological timetable poster format can be produced. The information ‘i’ symbol should be included in the heading209. Advertising Real Time Information
All TOCs should advertise real time information sources that are consistent with Darwin210. The full National Rail Enquiries ‘badge’ should be present on all TOC timetable material to ensure maximum exposure211:
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Figure 30
The correct fare for the journey
TOCs could show examples of when Anytime, Off-Peak and Super Off-Peak fares are available from their stationslviii.
Figure 31
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Whether there are any promotions available
TOCs could provide promotional posters highlighting any special offers available to passengerslx.
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Figure 33
Changes to train times – special events / engineering work etc.
Occasionally, TOCs may be required to make changes to the published timetable because of special events, engineering work or public holidays. To ensure that passengers are aware of changes to train times in advance, TOCs should produce posters highlighting the changes212.
These posters should include, as a minimum, the following:
The title – “Changes to train times”
The ‘i’ symbol
Reason for the change, for example, engineering work
Dates where changes are applicable
Line, location or route
Map of the route(s) affected213
Where engineering work affects more than one TOC on a specific route, TOCs should work together to provide co-ordinated information for passengers214.
Posters should give passengers the option to sign up for alerts about these and future changes to train times215.
Branding
Branding should not dominate the poster216.
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Colours and Contrast
The better the contrast between the background and the text, the more legible the text will be. Note that the contrast will be affected by the size and weight of the type. Black text on a white background provides best contrast.
Type size and weight
The size of the type is a fundamental factor in legibility. Type sizes between 12 and 14 points (equivalent to a minimum x-height of 2mm or more ideally 2.3mm) should be used. The larger the minimum type size, the more people will read the text. Avoid light type weights, where possible use bold.
Posters should use large fonts in order to make the poster stand out and be legible218.
Wording and Terminology
If journey times are extended, details should be included e.g. use of replacement transport / diversionary routes219. An indication of the increase in length of journey times caused by the changes should be included220. A description of where buses will stop and luggage / bicycle restrictions could also be includedlxi.
Other Information Sources
Posters should display the TOC’s website and telephone numbers as well as the National Rail Enquiries website and number so that passengers can obtain more information if necessary221.
Maps
A large clear map of the area affected should be included222. A key could be included where there are multiple areas of work223.
Where a line is closed, this should be shown in a contrasting colour – passengers have expressed a preference for red224.
Maps should highlight the whole route affected by the disruption rather than just where the engineering work is taking place225.
Partnerships
It is recommended that the poster includes the logo(s) of or makes reference to other companies (e.g. Network Rail) involved in the work.
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Display
Where planned weekend engineering work will affect train services at a station or line of route, posters should be displayed a minimum of 5 days in advance at all of the stations affected226.
Where major engineering work will affect weekday train running for an extended period – for example a major area re-signalling – information should be made available at least 4 weeks in advance at the stations227.
Information should be provided at stations where passengers are transferring from train to bus and vice versa indicating the route to follow228. The exact point from which buses depart should be clearly identified for the benefit of passengers229. TOCs could install permanent signage where appropriatelxii.
Information during disruption
If there is major disruption (triggering CSL2), information should be displayed at the entrance to the station or on the approach to it, using information from the Core Message in order to allow passengers to make an informed decision about their travel arrangements230. Where possible, posters could be printed specifically for the disruptive eventlxiii.
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Figure 35
All TOCs could also have a suite of printed posters or pre-populated templates to cover the most frequent disruption typeslxiv explaining the cause and effect of the disruption and
giving options so that passengers can make informed decisions.
All TOCs could produce apology posters following major disruption which could explain what happenedlxv.
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Figure 36
TOCs should agree where and when information on their services can be posted at other TOCs’ stations231.