With the UK being told to expect more extreme weather in future – such as the June heatwave – we can reasonably expect more severe rail disruption.
In the case of heatwaves, the UK’s railways can see issues with overhead power lines, buckling rails, and signalling. This has a serious knock-on effect to the effective running of trains.
This is why the June heatwave came with Do Not Travel advice from the rail industry across three days. With more severe weather – including flooding – and the resulting disruption expected in the coming years, we should also brace ourselves for more Do Not Travel messages.
Impact on customer experience
Warnings for rail customers not to travel are generally reserved for major events, including:
- Extreme weather
- Engineering works
- Industrial action
But what is the impact on customer experience?
In many cases, train operating companies issue Do Not Travel advice while still running trains. This can lead to confusion for travellers, who are then likely to ignore the message and continue their journey.
But when trains are cancelled or significantly delayed, customers start to get frustrated. We surveyed 1,500 rail and non-rail users about their experiences for our rail white paper, who listed some of the biggest issues with rail disruption as:
- Poor communication
Customers listed unclear signage, poor announcements, and staff lacking knowledge as the causes of confusion and stress during disruption.
- Vulnerability during travel
One-third of women felt they had to rely on others to complete their journeys for safety reasons.
- Rural disadvantage
19% of rural rail customers cancelled plans because of perceived inadequate alternative transport options during disruption.
These issues all contribute to a sense of frustration and cynicism with rail travel.
Impact on accessibility
When disruption comes with rail replacement services, disabled customers are likely to see the biggest impact. Lack of accessibility was another key issue our survey respondents listed.
Just 2.8% of disabled customers find replacement services fully accessible, while 30% have been left without a viable alternative during disruption.
During a recent Mobility and Accessibility Leaders Round Table hosted by CMAC Group, participants highlighted that rail replacement vehicles are often not equipped to accommodate wheelchairs or mobility scooters.
There are also the issues of a nationwide shortage of wheelchair-adapted vehicles (WAVs) and inappropriate accessible vehicles being requested by rail staff – for example, a WAV requested for a visually impaired customer with a guide dog.
Our rail accessibility white paper revealed that when stranded, 32% of disabled customers had to rely on family, friends, or colleagues for a lift rather than using alternative transport.
Time for the rail industry to act
With more unpredictable weather looking more likely in the future, the rail industry should plan for more disruption. To better manage the customer experience, we put together some key recommendations:
- Improve communications
Rail customers should be able to access clear, timely, and actionable information on disruption and alternative transport. This should include real-time updates, journey planning, and accessibility information delivered through digital and non-digital channels.
- Offer alternative transport
For many rail customers, travel isn’t optional – it’s essential. Whether it’s work, caring responsibilities, a hospital appointment, or significant life moments like a job interview or a funeral, these journeys matter.
When disruption occurs, issuing a Do Not Travel notice without offering a viable alternative can leave people feeling stranded at already stressful or time-critical moments.
Providing managed ground transport during disruption can ease this burden, helping customers reach their destinations safely, comfortably, and with dignity. Accessibility must be central to this approach, recognising that needs vary.
Rather than simply telling customers not to travel, the industry should focus on enabling them to complete their journeys wherever possible.
- Train and inform staff
Ensure all staff are trained in managing disruption and prioritising customer experience. This should include real-time problem-solving, clear communications, and accessibility awareness.
Ian Jeffrey, Director of Great British Rail Replacement, part of CMAC Group, shared his thoughts: “Extreme heat can place significant strain on transport networks, but for customers the impact goes far beyond inconvenience. Our recent rail disruption research found that 92% of customers believe disruption management has either worsened or remained unchanged over the past year, while poor communication remains one of the biggest frustrations when journeys are disrupted.
“The real test now will be how operators support customers when services are affected. Clear updates, consistent information and effective alternative transport arrangements make a significant difference to customer experience when temperatures put pressure on the network.
“As periods of extreme weather become more common, customers should expect timely communication and practical support whenever disruption occurs.”
The industry may not be able to avoid disruption – but customer experience should be the priority.
By providing accessible alternative transport, clear communication, and better disruption planning, the rail industry can help support rail customers during disruption.
Find out more about Great British Rail Replacement and how CMAC Group can help put customers first.