During disruption information is received by our control centre, a plan is then put together that takes into account the problem we are facing and what the impact to you will be. This assessment can be very quick or slow depending on the area these incidents take place and how long it takes for response staff to get to the location. Once we know what’s going on and the plan has been decided, we then communicate what is happening with your train to our teams and other customers.
We are reviewing how and when we communicate to our customers during an incident so you have more information to be able to make better decisions.
To improve information for our front line customer facing teams, we have issued iPhones to all to enable them to obtain and disseminate information. We are currently working to introduce a new information system that will link information obtained via online journey planners and our customer information screens at stations.
We appreciate your feedback and continue to look at ways to make what we write and disseminate to you via all our information channels, clear and relevant.