Which? response to ORR’s calls to improve communications to rail passengers on timetable changes

Alex Hayman, Which? Managing Director of Public Markets, said:

“This failure by train companies to inform customers properly about changes to timetables is unacceptable and suggests they aren’t taking the impact that this is having on their customers seriously.

“Train companies need to ensure that any changes to timetables should be available and communicated clearly with passengers as soon as possible, so people can plan their journeys with plenty of time. 

“Anyone with a ticket for a journey that is disrupted or cancelled should claim a refund or compensation.”