Last week the Office of Road and Rail (ORR) published an impact review into the information given to passengers during the recent issue with Hitachi 800 trains.

The review shows that the train operators affected by the cracks found in the trains, provided passengers with clear and consistent information.

While checks were made, some of the class 800 trains were withdrawn from service.

The ORR looked at four train operators: Great Western Railway (GWR); London North Eastern Railway (LNER); TransPennine Express (TPE); and Hull Trains and found that they all performed well and reacted quickly to those who had booked passenger assistance.

They have suggested that in the future it could be beneficial for passengers to have maps which show routes for alternative travel options.

Stephanie Tobyn, deputy director of consumers, said: “It is evident that lessons have been learned from previous incidents and despite some initial uncertainty about the level of disruption, the situation quickly stabilised and appropriate arrangements were put in place to provide prominent, clear and consistent information to passengers.

“Nevertheless, we have identified areas aimed at further reducing the impact on passengers should similar disruption occur in future.”

“We have written to the Rail Delivery Group to share these cross-industry findings, as well as to train companies and third-party retailers to reinforce the need for clarity and consistency of refund information. We will be working with industry to discuss where improvements can be made.”

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