Rail White Paper

Key highlights of this report:

• Customer expectations are rising

  Rail customers increasingly face disruption, yet current replacement services often leave them stranded, waiting, or paying out of pocket for alternatives. Our research shows 92% believe disruption management has deteriorated or remained unchanged over the past year. One in three would like cheaper replacement tickets, while many call for more frequent services and better communication. Poorly coordinated vehicles leave 15% rating the experience as poor, and over 63% saying they would cancel, postpone or switch transport modes if they knew a service was being replaced.

• Technology and coordination can close the gap

  Rail customers want dependable alternatives during disruption, fair compensation, and communication that prevents them from being stranded.By improving the planning and coordination of replacement services, integrating real-time updates, and raising vehicle standards, rail operators can deliver a more seamless, reliable journey.

• Turning disruption into a customer-focused experience

  With clear planning, better communication, and quality replacement services, rail disruption doesn’t have to erode trust. Instead, it can become an opportunity to demonstrate reliability, build confidence, and strengthen customer loyalty – the customer data demonstrates that it is time to improve how rail replacement services are delivered.