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Clarity of information for transport users train company...
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Clarity of information for transport users – train company website assessment Transport Focus wants to make sure transport users have the information they need to travel with confidence as the coronavirus lockdown is eased – or to choose not to. We are pushing for information to be crystal clear on bus company, train company and motorway services websites. We’re after clarity about – among other things – face covering rules, social distancing arrangements and whether hand-sanitiser is or isn’t available. Our qualitative research and weekly Travel during Covid-19 survey show that these are things of concern to transport users. They are often the simple things that will give reassurance and let people set out knowing what to expect and what they need to do. For rail passengers, we conducted an initial assessment of how clear information was on train company websites. The questions are set out below, which included a section about ticket refunds. We then worked with train companies to secure improvements. We carried out a second assessment on 23 June 2020 which led to further engagement with some companies. The exercise has resulted in significant improvement. All train company websites are now providing clear information about the things we assessed. We thank the rail industry for its positive engagement to bring this about. It is a great example of the watchdogs helping companies to help their passengers. For the record, you can see the findings of our 23 June second assessment after subsequent engagement with those train companies which had recorded red crosses. This covers the reassurance/confidence questions and another set about ticket refunds. Please note that they represent snapshots in time and will not be updated: if a train company makes subsequent changes to its website resulting in something no longer being clear it will not be reflected here.
Transcript of Clarity of information for transport users train company...
Clarity of information for transport users – train company website
assessment
Transport Focus wants to make sure transport users have the information they need
to travel with confidence as the coronavirus lockdown is eased – or to choose not to.
We are pushing for information to be crystal clear on bus company, train company
and motorway services websites. We’re after clarity about – among other things –
face covering rules, social distancing arrangements and whether hand-sanitiser is or
isn’t available. Our qualitative research and weekly Travel during Covid-19 survey
show that these are things of concern to transport users. They are often the simple
things that will give reassurance and let people set out knowing what to expect and
what they need to do.
For rail passengers, we conducted an initial assessment of how clear information
was on train company websites. The questions are set out below, which included a
section about ticket refunds. We then worked with train companies to secure
improvements. We carried out a second assessment on 23 June 2020 which led to
further engagement with some companies.
The exercise has resulted in significant improvement. All train company websites are
now providing clear information about the things we assessed. We thank the rail
industry for its positive engagement to bring this about. It is a great example of the
watchdogs helping companies to help their passengers.
For the record, you can see the findings of our 23 June second assessment after
subsequent engagement with those train companies which had recorded red
crosses. This covers the reassurance/confidence questions and another set about
ticket refunds. Please note that they represent snapshots in time and will not be
updated: if a train company makes subsequent changes to its website resulting in
something no longer being clear it will not be reflected here.
How clear are train company websites about key passenger concerns as Britain emerges from lockdown?
An assessment by London TravelWatch and Transport Focus carried out on 23 June 2020
Is it clear…
1.
who m
ay a
nd m
ay n
ot tr
avel by t
rain
?
2.
what th
e a
dvic
e is a
bout
covering y
our
face?
3.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
at
sta
tions?
4.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
on t
rain
s?
5.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
at
sta
tions?
6.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
on t
rain
s?
7.
when is b
est to
tra
vel and w
hen b
est
to a
void
? (
that
is,
is least
busy)
8a.
what
happens if th
e t
rain
you w
ant is
full?
8b.
If s
o, is
it cle
ar
what
happens if th
e
last
train
is full?
9.
wheth
er
there
will
be h
and s
anitis
er
at
sta
tions a
nd o
n t
rain
s?
10a.
wheth
er
reserv
ations a
re
mandato
ry,
advis
ed o
r not re
quired?
10b.
If m
andato
ry, how
to c
hange y
our
flexib
le t
icket
reserv
ation a
t short
notice?
11a.
that
Passenger
Assis
t is
still
bein
g
pro
vid
ed?
11b.
If s
o,
how
the s
erv
ice m
ay b
e
diffe
rent
from
norm
al?
12.
wheth
er
cash is s
till
accepte
d?
13.
whic
h t
icket off
ices a
re o
pen (
with
hours
sta
ted)
and w
hic
h a
re c
losed?
14.
what
tim
eta
ble
is b
ein
g o
pera
ted (
for
exam
ple
, a S
atu
rday s
erv
ice)?
15.
what
additio
nal cle
anin
g h
as b
een
carr
ied o
ut?
n/a
n/a
n/a
n/a
n/a
n/a
Page 2 of 4
Is it clear…
1.
who m
ay a
nd m
ay n
ot tr
avel by t
rain
?
2.
what th
e a
dvic
e is a
bout
covering y
our
face?
3.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
at
sta
tions?
4.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
on t
rain
s?
5.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
at
sta
tions?
6.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
on t
rain
s?
7.
when is b
est to
tra
vel and w
hen b
est
to a
void
? (
that
is,
is least
busy)
8a.
what
happens if th
e t
rain
you w
ant is
full?
8b.
If s
o, is
it cle
ar
what
happens if th
e
last
train
is full?
9.
wheth
er
there
will
be h
and s
anitis
er
at
sta
tions a
nd o
n t
rain
s?
10a.
wheth
er
reserv
ations a
re
mandato
ry,
advis
ed o
r not re
quired?
10b.
If m
andato
ry, how
to c
hange y
our
flexib
le t
icket
reserv
ation a
t short
notice?
11a.
that
Passenger
Assis
t is
still
bein
g
pro
vid
ed?
11b.
If s
o,
how
the s
erv
ice m
ay b
e
diffe
rent
from
norm
al?
12.
wheth
er
cash is s
till
accepte
d?
13.
whic
h t
icket off
ices a
re o
pen (
with
hours
sta
ted)
and w
hic
h a
re c
losed?
14.
what
tim
eta
ble
is b
ein
g o
pera
ted (
for
exam
ple
, a S
atu
rday s
erv
ice)?
15.
what
additio
nal cle
anin
g h
as b
een
carr
ied o
ut?
n/a
n/a
n/a
n/a
n/a
n/a
Page 3 of 4
Is it clear…
1.
who m
ay a
nd m
ay n
ot tr
avel by t
rain
?
2.
what th
e a
dvic
e is a
bout
covering y
our
face?
3.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
at
sta
tions?
4.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
on t
rain
s?
5.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
at
sta
tions?
6.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
on t
rain
s?
7.
when is b
est to
tra
vel and w
hen b
est
to a
void
? (
that
is,
is least
busy)
8a.
what
happens if th
e t
rain
you w
ant is
full?
8b.
If s
o, is
it cle
ar
what
happens if th
e
last
train
is full?
9.
wheth
er
there
will
be h
and s
anitis
er
at
sta
tions a
nd o
n t
rain
s?
10a.
wheth
er
reserv
ations a
re
mandato
ry,
advis
ed o
r not re
quired?
10b.
If m
andato
ry, how
to c
hange y
our
flexib
le t
icket
reserv
ation a
t short
notice?
11a.
that
Passenger
Assis
t is
still
bein
g
pro
vid
ed?
11b.
If s
o,
how
the s
erv
ice m
ay b
e
diffe
rent
from
norm
al?
12.
wheth
er
cash is s
till
accepte
d?
13.
whic
h t
icket off
ices a
re o
pen (
with
hours
sta
ted)
and w
hic
h a
re c
losed?
14.
what
tim
eta
ble
is b
ein
g o
pera
ted (
for
exam
ple
, a S
atu
rday s
erv
ice)?
15.
what
additio
nal cle
anin
g h
as b
een
carr
ied o
ut?
n/a
n/a
n/a
n/a
n/a
n/a
Page 4 of 4
Is it clear…
1.
who m
ay a
nd m
ay n
ot tr
avel by t
rain
?
2.
what th
e a
dvic
e is a
bout
covering y
our
face?
3.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
at
sta
tions?
4.
what th
e r
ailw
ay w
ill d
o t
o m
axim
ise
socia
l dis
tancin
g –
on t
rain
s?
5.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
at
sta
tions?
6.
what
passengers
should
do t
o
maxim
ise s
ocia
l dis
tancin
g –
on t
rain
s?
7.
when is b
est to
tra
vel and w
hen b
est
to a
void
? (
that
is,
is least
busy)
8a.
what
happens if th
e t
rain
you w
ant is
full?
8b.
If s
o, is
it cle
ar
what
happens if th
e
last
train
is full?
9.
wheth
er
there
will
be h
and s
anitis
er
at
sta
tions a
nd o
n t
rain
s?
10a.
wheth
er
reserv
ations a
re
mandato
ry,
advis
ed o
r not re
quired?
10b.
If m
andato
ry, how
to c
hange y
our
flexib
le t
icket
reserv
ation a
t short
notice?
11a.
that
Passenger
Assis
t is
still
bein
g
pro
vid
ed?
11b.
If s
o,
how
the s
erv
ice m
ay b
e
diffe
rent
from
norm
al?
12.
wheth
er
cash is s
till
accepte
d?
13.
whic
h t
icket off
ices a
re o
pen (
with
hours
sta
ted)
and w
hic
h a
re c
losed?
14.
what
tim
eta
ble
is b
ein
g o
pera
ted (
for
exam
ple
, a S
atu
rday s
erv
ice)?
15.
what
additio
nal cle
anin
g h
as b
een
carr
ied o
ut?
n/a
n/a
n/a
n/a
n/a
n/a
Note: checks were not made of the London Overground or MTR Elizabeth Line websites as passenger information is provided by Transport for London; checks were not made of the
Gatwick Express, Grand Central and Hull Trains websites as services are currently suspended.
Page 1 of 4
How clear are train company websites about the following coronavirus related refunds?
An assessment by London TravelWatch and Transport Focus carried out on 23 June 2020
Is it clear …
16.
if there
is a
season tic
ket re
fund
calc
ula
tor
or
link t
o N
RE
.
17.
that re
funds w
ill b
e b
ackdate
d b
y 5
6
days f
rom
the d
ay y
ou h
and it
in?
18.
that
if y
ou p
resent evid
ence o
f a
cert
ifie
d illn
ess t
hat
pre
vente
d y
ou
handin
g in y
our
ticket
sooner,
your
refu
nd c
ould
be b
ackdate
d f
urt
her
than
56 d
ays.
19.
when,
appro
xim
ate
ly,
a s
eason
ticket
hold
er
will
get
their r
efu
nd
money?
20.
that re
funds a
re a
lso a
vaila
ble
for
car
park
season t
ickets
, backdate
d 5
6
days if
not used.
21.
that re
funds a
re a
lso a
vaila
ble
for
a
Plu
sB
us s
eason t
icket, b
ackdate
d 5
6
days if
not used.
22.
what
to d
o if
you h
ave a
National
Rail
Tra
vel V
oucher
that expired s
ince
17 M
arc
h o
r is
nearing its
expiry?
23.
that
it is u
nder
consid
era
tion
wheth
er
Railc
ard
s w
ill b
e e
xte
nded,
or
a d
iscount
giv
en o
n r
enew
al, t
o r
eflect
the p
eriod w
hen t
ravel w
as r
estr
icte
d?
n/a
Page 2 of 4
Is it clear …
16.
if there
is a
season tic
ket re
fund
calc
ula
tor
or
link t
o N
RE
.
17.
that re
funds w
ill b
e b
ackdate
d b
y 5
6
days f
rom
the d
ay y
ou h
and it
in?
18.
that
if y
ou p
resent evid
ence o
f a
cert
ifie
d illn
ess t
hat
pre
vente
d y
ou
handin
g in y
our
ticket
sooner,
your
refu
nd c
ould
be b
ackdate
d f
urt
her
than
56 d
ays.
19.
when,
appro
xim
ate
ly,
a s
eason
ticket
hold
er
will
get
their r
efu
nd
money?
20.
that re
funds a
re a
lso a
vaila
ble
for
car
park
season t
ickets
, backdate
d 5
6
days if
not used.
21.
that re
funds a
re a
lso a
vaila
ble
for
a
Plu
sB
us s
eason t
icket, b
ackdate
d 5
6
days if
not used.
22.
what
to d
o if
you h
ave a
National
Rail
Tra
vel V
oucher
that expired s
ince
17 M
arc
h o
r is
nearing its
expiry?
23.
that
it is u
nder
consid
era
tion
wheth
er
Railc
ard
s w
ill b
e e
xte
nded,
or
a d
iscount
giv
en o
n r
enew
al, t
o r
eflect
the p
eriod w
hen t
ravel w
as r
estr
icte
d?
n/a
Page 3 of 4
Is it clear …
16.
if there
is a
season tic
ket re
fund
calc
ula
tor
or
link t
o N
RE
.
17.
that re
funds w
ill b
e b
ackdate
d b
y 5
6
days f
rom
the d
ay y
ou h
and it
in?
18.
that
if y
ou p
resent evid
ence o
f a
cert
ifie
d illn
ess t
hat
pre
vente
d y
ou
handin
g in y
our
ticket
sooner,
your
refu
nd c
ould
be b
ackdate
d f
urt
her
than
56 d
ays.
19.
when,
appro
xim
ate
ly,
a s
eason
ticket
hold
er
will
get
their r
efu
nd
money?
20.
that re
funds a
re a
lso a
vaila
ble
for
car
park
season t
ickets
, backdate
d 5
6
days if
not used.
21.
that re
funds a
re a
lso a
vaila
ble
for
a
Plu
sB
us s
eason t
icket, b
ackdate
d 5
6
days if
not used.
22.
what
to d
o if
you h
ave a
National
Rail
Tra
vel V
oucher
that expired s
ince
17 M
arc
h o
r is
nearing its
expiry?
23.
that
it is u
nder
consid
era
tion
wheth
er
Railc
ard
s w
ill b
e e
xte
nded,
or
a d
iscount
giv
en o
n r
enew
al, t
o r
eflect
the p
eriod w
hen t
ravel w
as r
estr
icte
d?
Page 4 of 4
Is it clear …
16.
if there
is a
season tic
ket re
fund
calc
ula
tor
or
link t
o N
RE
.
17.
that re
funds w
ill b
e b
ackdate
d b
y 5
6
days f
rom
the d
ay y
ou h
and it
in?
18.
that
if y
ou p
resent evid
ence o
f a
cert
ifie
d illn
ess t
hat
pre
vente
d y
ou
handin
g in y
our
ticket
sooner,
your
refu
nd c
ould
be b
ackdate
d f
urt
her
than
56 d
ays.
19.
when,
appro
xim
ate
ly,
a s
eason
ticket
hold
er
will
get
their r
efu
nd
money?
20.
that re
funds a
re a
lso a
vaila
ble
for
car
park
season t
ickets
, backdate
d 5
6
days if
not used.
21.
that re
funds a
re a
lso a
vaila
ble
for
a
Plu
sB
us s
eason t
icket, b
ackdate
d 5
6
days if
not used.
22.
what
to d
o if
you h
ave a
National
Rail
Tra
vel V
oucher
that expired s
ince
17 M
arc
h o
r is
nearing its
expiry?
23.
that
it is u
nder
consid
era
tion
wheth
er
Railc
ard
s w
ill b
e e
xte
nded,
or
a d
iscount
giv
en o
n r
enew
al, t
o r
eflect
the p
eriod w
hen t
ravel w
as r
estr
icte
d?
Note: checks were not made of the Caledonian Sleeper, Gatwick Express, Grand Central, Heathrow Express, Hull Trains, London Overground and MTR
Elizabeth Line websites.
Reassurance questions
Is it clear…
1. who may and may not travel by train?
2. what the advice is about covering your face
3. what the railway will do to maximise social distancing – at stations
4. what the railway will do to maximise social distancing – on trains
5. what passengers should do to maximise social distancing – at stations?
6. what passengers should do to maximise social distancing – on trains?
7. when is best to travel and when best to avoid? (that is, is least busy)
8a. what happens if the train you want is full?
8b. If so, is it clear what happens if the last train is full?
9. whether there will be hand sanitiser at stations and on trains?
10a. whether reservations are mandatory, advised or not required?
10b. If mandatory, how if you have a flexible ticket you change your reservation at
short notice?
11a. that Passenger Assist is still being provided?
11b. If so, how the service may be different from normal?
12. Is it clear whether cash is still accepted?
13. which ticket offices are open (with hours stated) and which are closed?
14. what timetable is being operated (for example, a Saturday service)?
15. What additional cleaning has been carried out?
Refund and other questions
Is it clear …
16. if there is a season ticket refund calculator or link to NRE
17. that refunds will be backdated by 56 days from the day you hand it in?
18. that if you present evidence of a certified illness that prevented you handing in
your ticket sooner, your refund could be backdated further than 56 days
19. when, approximately, a season ticket holder will get their refund money?
20. that refunds are also available for car park season tickets, backdated 56 days if
not used
21. that refunds are also available for a PlusBus season ticket, backdated 56 days if
not used
22. what to do if you have a National Rail Travel Voucher that expired since 17
March or is nearing its expiry?
23. that it is under consideration whether Railcards will be extended, or a discount
given on renewal, to reflect the period when travel was restricted?
