Keeping passengers informed key says train regulator

TRAIN operators including ScotRail have agreed to tough new rules that would see them fined if they fail to keep passengers informed during disruption.

The Office of Rail Regulation (ORR) said the firms had accepted that travellers must receive “appropriate, accurate and timely information”.

Chief executive Richard Price said: “ORR has repeatedly made clear that rail passengers should receive reliable information so that they can plan journeys and make informed decisions, especially when rail services are disrupted.

“It is striking that currently only one third of passengers think delays are handled well.”

This has been the Achilles heel in ScotRail’s otherwise near-record passenger satisfaction ratings.

Mr Price has already warned Steve Montgomery, its managing director, that his personal reputation would be on the line if it was not improved.

Fines could be up to 10 per cent of an operator’s income.