27.10.17
Majority of passengers prefer to wait on train than take replacement buses
Passengers would rather wait on a train for 40 minutes than be forced to take a replacement bus service, research has found - even if this means a longer journey.
Independent watchdog, Transport Focus has updated its 2012 research, ‘Passenger priorities during disruption'.
The latest report, ‘Rail passengers’ experiences and priorities during engineering works,’ revealed that passengers’ perceptions and expectations of railway engineering works have changed very little since 2012.
Experiences during planned disruption are varied, as they were during 2012. Many passengers follow the industry’s ‘Check before you travel’ guidance, with no clear evidence of passengers simply choosing to avoid travelling at weekends.
Should the journey require a replacement bus service, an overwhelmingly large proportion of passengers (85%) felt that this warranted a discount off the normal fare.
Chief executive of Transport Focus, Anthony Smith, said: “Welcome investment in the rail network does mean that there will be short-term disruption for some passengers.
“But there are ways of reducing its impact. There have been some improvements in this area but we urge industry to continue putting passengers at the heart of planning for all new engineering works.”
As a result of these findings, the watchdog has recommended that replacement buses only be implemented as a last resort.
Should it be necessary to use a replacement bus service, it has recommended that this should be made clearer when booking, and that train companies should provide better customer service when passengers transfer from train to bus.
Top image: william87
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