National rail watchdog Passenger Focus, says instead of fining Network Rail, the Office of Rail Regulation (ORR) should make it pay for improvements to information systems and upgrades to some stations.
In its submission to the regulator - which is expected to publish findings from its investigation into the New Year engineering over-runs later this month ” Passenger Focus” main criticism is that passengers were not well informed about disruptions at Liverpool Street and on West Coast Main Line (WCML) routes.
It calls for the ORR to ensure that Network Rail spends money on improving passenger information systems so that short-notice timetable changes cause as little disruption as possible. It points out that a fine ” which is what many have called for ” will simply take money from the rail industry (Network Rail reinvests any profits it makes back into its work).
Passenger Focus chief executive, Anthony Smith, said: ”Passengers let down at New Year paid the price for Network Rail”s problems in managing some of its engineering works. This is an opportunity to turn a negative into a positive and improve customer information, security and accessibility at stations across the network.”
”The National Passenger Survey scores for ”How well train company deals with delays”, of which information will form a key part, are low: just 35% of passengers satisfied and 29% positively dissatisfied” says the Passenger Focus report.
At a network-wide level, it suggests Network Rail be required ”to ensure that changes made to the base timetable using the industry”s Very Short Term Planning process will in future reflect immediately in all downstream systems,” including automated station public addresses, timetable enquiries and sales at station ticket offices/travel centres, online and by telephone, as well as real time information on online live departure boards, TrainTracker and TrainTracker texts.
The watchdog also proposes Network Rail should have to procure and maintain mobile phone transmitters in WCML tunnels to allow passengers to maintain telephone conversations when using the four major mobile networks and using wi-fi facilities on Virgin and London Midland trains.
Upgrades to station car parks and various amenities such as waiting areas, toilets, security and lighting should also be paid for.
Stations singled out for specific improvements include London Euston, Leighton Buzzard and Tring.