Inquiry must focus on passengers on 06/01/2009
London TravelWatch has called on Network Rail to ensure that any inquiry as to what has gone wrong on the West Coast Main Line over the last week focuses not only on technical issues, but on way in which customers were looked after during the disruption.
Sharon Grant, Chair, London TravelWatch said: “We are concerned once again with how major disruption is dealt with by the rail industry, and how effective the provision of information to passengers about delays and alternative arrangements has been. Timely advice, a helping hand and correct information about alternative routes, replacement services and financial compensation is vital for passengers, especially those who have accessibility problems, the elderly and those with young children. We sincerely hope that Network Rail has learnt lessons from the regulator’s investigation last year after the delays at Rugby and Liverpool Street.”
London TravelWatch contributed to the Office of Rail Regulation’s inquiry last year, which found Network Rail in breach of its license following disruption at Rugby and Liverpool Street.
Sharon Grant continued: “Once again, Network Rail’s project management skills are being questioned, and the regulators will need to look again at whether any license breach has occurred. In the mean time, we would like to hear from any passengers about their experiences over this difficult period - good or bad.”
Passengers who would like to pass on their experience can either e-mail us, write to us at our postal address, or contribute to our website forum.
For more information, please contact Jo deBank in the London TravelWatch press office on 020 7726 9953 or out of hours on 07734 055494
The voice of London's transport users
7 January 200