Association of Train Operating Companies – PASSENGER INFORMATION DURING DISRUPTION 2014

Description

This ATOC Approved Code of Practice (Issue Four, July 2014) provides high-level guidance for Railway Undertakings on delivering consistent, timely passenger information during major delays and disruption (PIDD). It applies across franchised and open‑access operators and requires close cooperation with Network Rail and Station Facility Owners. Key elements include: defined local Service Disruption Thresholds triggering Customer Service Level 2 (CSL2); rapid issuance of a Holding Message (ideally within 10 minutes); regular Core Messages structured as Problem–Impact–Advice and updated at least every 20 minutes; and prompt entry of service alterations into industry systems. Control Rooms must mobilise operations and customer‑service teams, agree incident language with Network Rail, and maintain contingency plans. Stations and on‑train staff must prioritise live, consistent announcements and accurate Customer Information Screens; internet, social media and phone communications should mirror core messages and offer maps, alternatives and ticket‑acceptance details. Operators must maintain local PIDD plans, review annually, participate in cross‑industry audits and post‑incident reviews, and measure performance via national research.