Great British Rail Replacement, part of CMAC Group, calls on Great British Railways to set a clear national expectation for excellent customer service during disruption.
- 30% of customers with accessibility needs were left without a viable alternative during disruption
- 33% of women relied on others for completion of their journeys due to safety concerns
- 19% of rural customers cancelled plans due to perceived inadequate provision during disruption
More than nine in 10 rail customers (92%) say disruption management is worsening or unchanged, according to new independent research from Great British Rail Replacement (GBRR).
The national survey of more than 1,500 UK rail users and non-users, commissioned in 2025, shows disruption remains one of the most defining and damaging pain points for rail customers, with inconsistent rail replacement provision a key driver of frustration and lost trust.
Great British Rail Replacement says replacement services are a decisive moment in the passenger journey, yet experiences vary widely by region and operator. Customers report unclear signage, patchy station announcements and limited real-time updates, which often turn disruption into a confusing and stressful ordeal.
The research also highlights sharp gaps in accessibility, safety and fairness. Only 2.8% of passengers with accessibility needs say replacement services are fully accessible, while 30% say disruption left them with no viable alternative provided. Women travelling alone report particular vulnerability, with 33% relying on others to complete journeys because of safety concerns. Rural passengers are disproportionately affected, with 19% cancelling travel plans due to disruption, in particular, Yorkshire and the Humber saw 22% stranded without alternatives.
Ian Jeffrey, Director, Great British Rail Replacement, says: “Incidences of rail disruption are increasing, with customers facing more than 380,000 train cancellations across Great Britain in the past year. Disruption is when customers judge the railway most, and replacement services too often add to the stress.
“Great British Railways has a real chance to set a clear national expectation for what good looks like, so rail customers know they will be supported properly wherever they travel. National standards, real-time communication and accessibility built in from the start would turn replacement from a negative experience into one that protects confidence in the railway.”
Great British Rail Replacement’s White Paper sets out a blueprint for modernising rail replacement as Great British Railways prepares to unify planning and standards across the network. It calls for a national rail replacement standard covering information delivery, accessibility, vehicle quality, staff training, performance measures and contingency protocols. This would be backed by investment in real-time passenger communication, faster mobilisation for planned engineering works and short-notice disruption, transparent regional performance reporting and closer partnerships with specialist operators using scalable, technology-enabled models.
Great British Rail Replacement works with train operating companies, station teams and suppliers to plan and deliver bus, coach and taxi services during disruption, with a focus on consistency and customer care.