An investigation by the transport watchdog has found that some rail companies are selling tickets for journeys that cannot be made or will be disrupted by engineering works.
Transport Focus chief executive Anthony Smith has written to the Rail Delivery Group (RDG), which represents rail firms and Network Rail, about the failure of some firms to ensure that timetable changes are made at least 12 weeks in advance.
The watchdog has pointed out that passengers are encouraged to assume that information in timetables is correct from 12 weeks before the date of travel, known as T-12.
It said that if changes are made to the timetable late, passengers will have made decisions based on inaccurate information, only to be caught out. This could not only cause inconvenience but could have welfare implications, particularly if passengers are travelling late at night, the watchdog added.
Mr Smith said: ‘Failure to release timetables 12 weeks ahead of travel can mean passengers buy tickets for trains that will not run. That can’t be right.
‘Train operators’ advice is to book early at Christmas to get the best deal, but if the timetable has not been finalised only more expensive on-the-day tickets can be bought.
‘Being forced to change plans because the railway hasn’t got this right will only result in more frustration from passengers. The rail industry must act urgently to make sure the timetable is accurate 12 weeks ahead if passengers are to trust they are on their side.’
Transport Focus is calling on the rail industry to:
- carry out a network-wide review to ensure Network Rail and train operators publish correct timetables 12 weeks ahead
- notify passengers who have already bought tickets when there have been changes to the timetable
- make sure timetable information on the internet which is known to be wrong is removed or warnings are applied.
It said it will be checking again in advance of the next major batch of engineering works at Easter to ensure published timetables are correct.
A spokesperson for the RDG said: 'Rail companies are working together with a long-term plan to improve services and in some places this is causing disruption.
'But the industry needs to give passengers proper notice when services are changing and that is why we will be studying where problems are occurring and how we can improve the customer experience.'
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