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News from East Midlands Trains

19.12.2011

Rail passengers to benefit from new measures to deliver easier journeys during disruption

  • Alternative route maps, improved ticket acceptance and better communication to help customers 
  • New collaborative approach to improve service from three major London terminal stations 
  • Plans welcomed by Passenger Focus

Train operators today (19 December 2011) announced a new package of measures to help make journeys easier for passengers during times of disruption. The new initiative, which builds upon and expands existing arrangements, covers three of London's biggest terminal stations and will benefit millions of passengers a year.

Measures include:

  • The introduction of new maps with easily identifiable alternative routes for passengers affected by disruption 
  • A better process for acceptance of train tickets on alternative services 
  • Improved communications between station teams at London St Pancras International, Kings Cross and Euston.

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David Horne, Managing Director for East Midlands Trains whose services run from London St Pancras, said: “We know that any disruption affecting any one of these three major London terminal stations can have a major impact on our passengers.

“By working in partnership, we have developed simple yet effective customer focused plans to ensure that we can work together to deliver the best possible service for our passengers.

“The new alternative route maps provide passengers with a clear and realistic alternative route for them to take in the event of disruption, and also give an idea of the journey time they can expect.

“We’re really pleased to have worked with our industry partners to develop this initiative and hope that it will help to reduce the impact of disruption on rail passengers.”

Robin Gisby, managing director, Network Operation, Network Rail, said: “The rail industry continues to work hard to minimise the impact on passengers during times of disruption. This means keeping people on trains rather than buses and providing better information so they can make more informed choices about their journeys. This initiative is a step in the right direction.”

Guy Dangerfield from Passenger Focus, the independent passenger watchdog, added: “Passengers will welcome news that the train companies have put together clear advice about the options passengers have if any one of the key north to south routes suffers major disruption. Although there will still be inconvenience, being clear to passengers about the different routes they can take, roughly how long it will take and that their tickets will be valid is a big step forward. Passengers say to us that during disruption rail companies should act joined up and do more to help them get around problems – this initiative should do both”.

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The train operators involved in the initiative are: East Midlands Trains, Virgin Trains, East Coast, First Capital Connect, CrossCountry, Grand Central and First Hull Trains. The initiative has also been supported by Network Rail.