Association of Train Operating Companies Passenger Information Strategy Group – GOOD PRACTICE GUIDES FOR PROVIDING INFORMATION TO PASSENGERS 2008

Description

The Information Development Group (IDG), formed in 2013, publishes Good Practice Guides to ensure consistent, accessible passenger information across web, contact centres, stations and trains. Its aims include aligning activity with the Customer Information Strategy, running focus groups, updating guidance and tracking implementation. The Guide requires journey planners and all customer channels to use standardised data sources (RSP, ITPS, Darwin), present clear fares, maps and real‑time running information, and publish planned service changes in advance (typically 10 weeks; major prolonged changes 4 weeks). Station zoning and clear rail‑replacement bus standards are specified. For disruption, Control must issue an initial holding message within 10 minutes and a Core Message (problem, impact, advice) updated at least every 20 minutes; reason coding, ticket acceptance, cheapest‑fare and “do not travel” policies are mandated. Websites must publish only the Core Message and ingest National Rail Enquiries XML; travel alerts must be free, real‑time and user‑configurable. The Guide includes templates, accessibility requirements, staff briefing/training standards, a glossary and recommended/supplementary annual reviews.