Passenger Information During Disruption Annual Update October 2015

Transcription

1 Passenger Information During Disruption Annual Update October 2015 Prepared by: Keith Croker Duty Control Manager Approved by: Colin Smith Daily Operations Manager Authorised by: Kieron Malone Head of Train Service Delivery Synopsis This document states the actions taken by virgin Trains over the last 12 months in relation to passenger information during disruption. The document will be updated annually and posted on the Virgin Trains website.

2 Page: 2 RECORD OF AMENDMENT Date of Issue Issue Number Revised Pages Details of Revision October All New document written for Virgin Trains.

3 Page: 3 LIST OF CONTENTS PAGE Record of Amendment 2 List of Contents 3 Introduction 4 Review of progress over last 12 months 4 Actions for the next 12 months 5 Glossary 5

4 Page: 4 INTRODUCTION Virgin Trains is committed to keeping passengers informed when disruption occurs. As such we have been working alongside ATOC to bring in improvements to the quality of information being provided to passengers. REVIEW Over the last 12 months Virgin Trains has introduced the following improvements for information provision: Rolled out smart phones & tablets to front line staff (on board and stations) in order to give staff the ability to view information from the control office and wider business without the need to return to an office based PC. Introduced APPs that allow front line staff to filter information being sent out by the Control Office. This allows staff to filter out messages that are not relevant to the area they are working in, thus making it easier to and quicker to read the information that is relevant. Provided refresher training for our Information Controllers to allow better use of the Tyrell IO messaging system (which itself has had enhancements to provide better levels of information). We have worked with Crosscountry Trains to deliver this refresher training and as such have also shared some best practice between the 2 companies. Made every effort to make passengers more aware of how to claim for compensation when delays occur. We have done this by refreshing our stations and on board staff in the policy and asking them to make announcements about the process when appropriate. We have also introduced an automatic delay repay process for passengers that have booked a specific journey through the Virgin Trains website along with a link to how to claim on all delay messages on our website. Worked with ATOC to deliver the industry PIDD delivery plan. Virgin Trains have completed 32 of the 41 industry recommendations to date. We have made our journey alerts sign up process more prominent on our website in order to attract more passengers to sign up for disruption information. Introduced a new website with service information prominent on the home page. We also have the ability to take over the website when major disruption occurs in order to highlight disruption information. Introduced a checking process that enables us to make sure information is being displayed correctly on our website, along with other industry websites, subject to amendments to the timetable being made more than a day in advance. This is to ensure that no incorrect information is being displayed. Introduced a company social media programme that allows staff to feed back following disruption. This feeds into all areas of the business allowing each department to make any changes / improvements that may be fed back into the system. Expanded the list of explanations we use when describing disruption to passengers in order to provide a more accurate idea of what is happening. (We are working with ATOC to make sure this is also fed into station automatic announcements).

5 Page: 5 ACTIONS FOR THE NEXT 12 MONTHS: We will roll out further devices to even more front line staff in order to provide disruption information. Continue to work with ATOC to deliver more of the industry PIDD 41 action plan. Continue refresher training for our control room staff, working alongside other TOC s to keep staff trained to the highest standard. Carry out a refresher programme for all of our Train Managers, reminding them of our commitments during disruption. Upgrade the existing messaging system in order to be able to highlight when things change during a disruptive incident, thus making it easier for staff to read the changes. Introduce and enhance the APPs that have been rolled out to front line staff to improve the quality of information available further. Introduce a message quality audit with another TOC in order to share best practice. GLOSSARY: ATOC Association of Train Operating Companies PIDD Passenger information during disruption TOC Train Operating Company