Association of Train Operating Companies Information Development Group – GOOD PRACTICE GUIDES FOR CUSTOMER INFORMATION 2013

Description

The Information Development Group (IDG) issues Good Practice Guides to ensure consistent, timely, accurate passenger information across channels. Established in 2013, IDG advises industry bodies, runs customer research, reviews incidents and updates the Guides annually. Scope covers journey planning, station and onboard information, websites, contact centres, travel alerts, and disruption handling. Key standards require use of Darwin/NRE real‑time feeds; timetable changes advertised 10 weeks ahead (major works four weeks); and rail replacement buses managed to set standards. During disruption operators must issue a holding message within 10 minutes and a Core Message (problem, impact, advice) reviewed at least every 20 minutes and propagated to all channels. Three mandatory disruption policies (Ticket Acceptance, Cheapest Ticket, Do Not Travel) define entitlements, amnesty and refunds. Websites must offer CSL2 maps, a /disruption page, XML feeds and clear fare displays; travel alerts must be free and customizable. Stations and trains require zoned information, standard signage/posters, scripted announcements (icebreaker within two minutes, updates every ten minutes), accessible info and trained staff