Passengers who are making a journey require information about its progress whilst they are on the train. This guide lays out the good practice for providing passengers with information whilst they are making a journey by the following media:
Posters / Signs
Announcements
Passenger Information System – PIS
4.1 Posters / Signs
Post journey information
Who to contact for any post journey care
TOCs should show information detailing who passengers could contact for any post journey care, as a minimum this should include:
Customer comments
Lost Property
Passenger Focus
London Travelwatch (where appropriate)286
Figure 38
How to get from the railway station
TOCs should provide posters / leaflets / include in their on train magazine, information detailing onward travel connections at stations along the route, and as a minimum this should include:
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Regional connections
PLUSBUS / rail links287
Information on Train
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Figure 41
Timetable information
Train destination labels
Destination labels (or electronic displays) should be provided on all long distance trains in consistent format showing:
train destination at top of label
intermediate stops listed horizontally beneath with the destination repeated as the final calling point288.
Abbreviations should not be used on train destination labels289.
Train destination indicators
Train destination indicators should only use abbreviations where this is unavoidable and then only the standard abbreviations may be used as shown in Appendix D290.
Whether there are any promotions available
TOCs could provide posters detailing any special offers available to passengerslxxxvi. For
Information on Train
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Figure 42
What facilities are available on the train
TOCs could produce information on board highlighting what facilities are availablelxxxvii, for
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Figure 43
TOCs should produce safety information posters / labels291 for example:
Figure 44
Changes to train times – special events / engineering work etc.
TOCs could produce posters highlighting changes to train times along the route.
4.2 Announcements
To ensure that passengers receive a consistent level of information at each station, all TOCs should determine which of its stations are principal stations292.
A principal station is defined as a station:
that is an interchange or on a converging route
where passengers could practically change from, or to, another TOCs service
that has a heavy footfall
that provides interchange with other modes of transport (e.g. London Underground, tram systems, airports)
If a train has not called at a principal station, as defined above, for over 20 minutes then the next station should be regarded as a principal station for the purposes of on train announcements293.
Information on Train
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It is important to have standards so that announcements are made consistently, meet legal requirements and passengers receive the same level of information whichever TOC they travel with.
Each TOC should have a defined list of announcements which makes it easy for on train personnel to understand294. These can be summarised in a handy announcement card as per Figure 41.
Figure 45
Journey information
Announcements are critical for passengers to gain information about their journey. Passengers have highlighted the tendency for announcements to be made repeatedly through the journey and have expressed a preference for minimal announcements to be given as per the list below.
Specific announcements containing journey information are to be made
before the train leaves its starting station containing:
- timetable information: time of departure, destination, all calling points - division of train / short formation (if applicable)
- correct fare for the journey: long distance - ticket restrictions
- facilities available on the train: long distance – catering / quiet coach / first class / wifi / luggage295
Dependent on turnaround time where possible: 10 mins before & again 2 minutes, if not possible due to short turnaround then 2 mins
after leaving origin:
- timetable information: time of departure, destination, next calling point, how long to next calling point296
before arriving at principal stations:
- timetable information: next calling point, change here for, connection info (train & other modes)297
after leaving principal stations:
- timetable information: time of departure, destination, all calling points, next calling point, how long to next calling point298
before arriving at non-principal stations: - timetable information: next calling point299
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after leaving non-principal stations:
- timetable information: long distance: next calling point, how long to next calling point300
before arriving at destination:
- timetable information: next stop; connection info301
Announcements should be made manually, or by PIS, but not via both302.
Customers highlighted the fact that the volume of announcements currently used can devalue important announcements about the things they need to know
Additional announcements already below could be made when there is a need, not as a matter course so passengers are more likely to take note of them:
No smoking
Quiet coach
Upgrade to First Class
Keep feet off seats
Mind the gap
Take your belongings with you
If you spot anything suspicious tell staff/police
Announcements should be made in Plain English and should be made in line with the guidance in Appendix H – Announcements303.
Real time information
Additional announcements need to be made during the journey to inform passengers about current train running and provide relevant connectional information.
A scheduled stop announcement should be scripted and should be made (within 2 minutes of the train stopping) if a train is running early, or the timetable requires the train to stop at a location other than a booked station304.
At some stations it may be appropriate to give passengers ‘change here’ information about connecting services onto other trains, London Underground and advertised connections, for example air links, metro systems, PLUSBUS etc. “Change here for…” announcements should be scripted305.
A mind the gap announcement should be scripted and should be made at stations where there are large gaps or height differences between the platform and the train306.
Supplementary announcements are also required when any change occurs to the journey information previously announced, or if there is a failure of equipment during the journey. The following announcements could be made as appropriate:
Air conditioning failure
Broken toilets
Overcrowding
Poor weather conditions
Station lighting faultsxc
Information during disruption
There is a simple three-step process to follow to give information to passengers during disruption:
Information on Train
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Step 1
An announcement (the ‘disruption icebreaker’) should be made within two minutes of the train making an unscheduled stop, even if the reason is not known at that point307.
The guard is then required to obtain more detailed information through whichever media available - pager, SMS, email, speaking to the driver, or by telephoning the route controller in the appropriate Control Centre.
Step 2
The icebreaker announcement should be followed with the ‘detailed disruption’ announcement which should be made using the Core Message308. For example an announcement on a CrossCountry service Manchester to Bournemouth using the earlier example would be:
“This is a special announcement. Because of [flooding at Oxford], this train will now terminate at [Birmingham New Street]. Passengers requiring stations between Birmingham and Oxford could […]. Passengers for stations south of Oxford are advised to travel [via London]. Tickets will be valid for this route.
The next train is the [1310] to [London Euston] from platform [12]”
Announcements should be made regularly thereafter and the time between updates should not exceed 10 minutes, even if no further or more detailed information is available309.
Step 3
When the disruption has cleared, an ‘after the disruption’ announcement should be made containing as much detail as possible about how late the train is running, including expected arrival times at key stations310.
If the train is overcrowded as a consequence of the disruption, additional announcements could be made where appropriate as per the real time information sectionxci.
Emergency announcements
It is recognised that at such times when emergency announcements are required, it may not be possible to use scripts. However, having prescribed guidance is useful and may be read in advance to give guards some structure.
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Figure 46